Change the Game
The Gainsight GameChanger Community is built on the fundamental belief that, collectively, we can inspire, grow, and push each other to new heights.
GameChanger VIPs are the bold Gainsight customers leading the future of customer success and product experience by challenging the status quo. We're thrilled to share their inspiring and authentic stories here.
GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME
GameChanger Content and Podcasts
Moving From The Back Office Into Customer Success
In episode 15 of the Gainsight Gamechanger Podcast, Adam Joseph, Director of Customer Success, EMEA at Gainsight sits down with Shanta Bodhan, Customer Success Manager at SupplyShift and Sam Smith, Senior Customer Success Specialist at Linode. Listen to the full episode and access Adam’s summary by unlocking the content. Subscribe today on: Apple Podcasts | Spotify | Google Podcasts Ep 15: Moving From The Back Office Into Customer Success In Customer Success, we are finding that best CSMs have a diverse, and well-rounded background. They bring a mixed experience to the role that enables them to embrace a true empathetic partnership with the customer. However, there is a growing band of people who are moving from the back office from roles as varied as H.R., Finance, Engineering, Product Management and I.T. into the frontline of Customer Success. Two of those individuals are Shanta Bodhan, Customer Success Manager at SupplyShift, and Sam Smith, Senior Customer Success Manager at Linode. Shanta began in Human Resources, while Sam came from a background in finance, and was an analyst. Like so many others, they found themselves “falling” into their true calling and profession. In this podcast, Adam Joseph sits down with this small panel […]
Lessons in Customer Success: Multitasking, Delegating, and Asking “Why?”
In episode 14 of the Gainsight Gamechanger Podcast, Adam Joseph, Director of Customer Success, EMEA at Gainsight sits down with Samantha Samuels, Head of Partnerships, Friendbuy. Listen to the full episode and access Adam’s summary by unlocking the content. Subscribe today on: Apple Podcasts | Spotify | Google Podcasts Ep 14: Lessons in Customer Success: Multitasking, Delegating, and Asking “Why?” Anyone who has been in a customer success role knows how ‘crazy busy’ it can be. You are often responsible for managing a diverse and challenging customer base, as well as navigating some internal obstacles. It can seem all-consuming. Some of our friends in the Customer Success world seemed to have mastered the art of the CS role. One such person is Samatha Samuels, former Head of Customer Success at Friendbuy, now the Head of Partnerships. Friendbuy is a SaaS platform powering referral programs for the world’s most recognizable e-commerce companies; from Dollar Shave Club, to Walmart, Intuit, Disney and Nestle. Being a CS leader in a technology-first company that enables brands to scale efficiently and deepen customer loyalty, can be a hard balance. In this GameChanger Podcast, Adam Joseph speaks with Samantha about the effective way she handles stress […]
The Academic Approach to Customer Success
In episode 13 of the Gainsight Gamechanger Podcast, Adam Joseph, Director of Customer Success, EMEA at Gainsight sits down with Bryan Hochstein, Assistant Professor of Marketing, University of Alabama. Listen to the full episode and access Adam’s summary by unlocking the content. Subscribe today on: Apple Podcasts | Spotify | Google Podcasts Ep 13: The Academic Approach to Customer Success There is little doubt that Customer Success as a philosophy and a practice has acceptance in the world of business. Benefits across the SaaS industry (and now in many other industries) are being seen worldwide. But has it made its ways into the hallowed halls of academia? According to Brian Hochstein, Ph.D., Assistant Professor of Marketing at the University of Alabama, more and more academics are studying this “new” field with great interest, especially as there is a search for standardization in training and certification. Now, there is a shift into studying the impacts, benefits, and long-term effects of CS. In this Game Changer podcast, Adam Joseph, Gainsight’s Director of Customer Success-EMEA, discusses with Brian what it was like to teach the first Customer Success Master’s studies class, what approaches to the field are academics focusing on, and how does […]
Creating the Complete Customer Success Team
In episode 12 of the Gainsight Gamechanger Podcast, Adam Joseph, Director of Customer Success, EMEA at Gainsight sits down with Star Hofer, former Vice President of Customer Success at eCompliance, now VP of Customer Success at PartnerStack. Listen to the full episode and access Adam’s summary by unlocking the content. Subscribe today on: Apple Podcasts | Spotify | Google Podcasts Ep 12: Creating the Complete Customer Success Team Every Customer Success leader wants to form the complete CS team. But what makes the complete CSM team, if such a thing actually exists? Is there a right mix of having people who are tenured CSMs versus those who have worked in the same industry as the customers they serve? What personality types are important? What other factors need to be considered? It is in the answers to the last question that can be a hindrance in creating the complete CS team. One person that would know the answers to these questions is Star Hofer, Vice President of Customer Success at PartnerStack. Star brings a background of 18 years of experience in varied roles from Project Management to Customer Success. But most importantly, Star is known for her ability to inspire, motivate, […]
Learning from Churn: How CSMs Can Become Investigative Journalists
In episode 11 of the Gainsight Gamechanger Podcast, Adam Joseph, Director of Customer Success, EMEA at Gainsight sits down with Natasha Narayan, CEO and Co-Founder of IcebergIQ. Listen to the full episode and access Adam’s summary by unlocking the content. Subscribe today on: Apple Podcasts | Spotify | Google Podcasts Ep 11: Learning from Churn: How CSMs Can Become Investigative Journalists Churn can be a painful event for any company, especially during hard economic times. Even when it happens, there is valuable information that we can learn from our former customers. It can drive decisions, understand customer motivations, and most importantly, it can prevent mistakes from reoccurring. That in itself is a reason to advocate for detailed churn analysis. Churn expert Natasha Narayan, CEO and Co-Founder at IcebergIQ, helps companies do just that by providing unbiased feedback about customers and buyers to form Go To Market strategies, improve win and renewal rates, and make their customer experience better. In this Game Changer podcast, Adam Joseph, discusses with Natasha what are the benefits of win/loss reporting and what themes companies should look for in churn interviews. She gives insights into why customers decide to leave long before you discover they are, […]
Tim Kopp, CEO of Terminus Will Change Your Mind About Partnering Marketing With Customer Success
It is rare for a company to create a new category and build a complimenting and innovative software. Gainsight is part of those unique breeds of businesses that have accomplished this by helping create the category of customer success, and the solution—Gainsight CS. Nick Mehta, CEO of Gainsight, is always looking for companies constructing a new category and leading their vertical. One such company is Terminus. Terminus is an end-to-end account-based marketing platform (ABM) used by the world’s largest and most successful companies. It began the account-based movement in 2014 to help its customers transform B2B marketing. They empowered marketing teams to harness their resources while concentrating on sales by focusing on customers that were the “right fit.” That meant customers who were most likely to buy segments of their addressable market. By doing so, marketing teams could drive quality growth by producing, promoting, and measuring scalable account-based initiatives. Like Gainsight and CS, Terminus is turning the world of marketing upside down. Why? Because ABM is marketing with a CS twist. Marketing to “best fit” customers aligns with one of the Ten Pillars of Customer Success: Sell to the Right Customer. Watching with excitement, Nick was compelled to reach out […]