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
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, […]
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, […]
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 […]
In episode 10 of the Gainsight Gamechanger Podcast, Adam Joseph, Director of Customer Success, EMEA at Gainsight sits down with Kris Morrison, Vice President of Customer Success at Interact Software. Listen to the full episode and access Adam’s summary by unlocking the content. Subscribe today on: Apple Podcasts | Spotify | Google Podcasts Ep 10: Customer Success: The International Perspective After its beginnings in the late 1990′ s-early 2000s, customer success is now a global phenomenon spanning everywhere from the U.S. to Europe, South America, Africa, and Asia. If there ever were an individual who could understand customer success’s international perspective, it would be Adam Joseph’s guest in this podcast, Kris Morrison. Kris is the Vice President of Customer Success at Interact Software, currently based in Tulsa, Oklahoma, but is originally from Aberdeen, Scotland. Kris has garnered quite the global experience from studying internationally in Greece, being employed in the U.K. and mainland Europe, to eventually finding his way to both the east and west coasts of the U.S. Kris definitely has a diverse background of experience in technology and customer success. Adam gets Kris to look across the chapters of his career to identify trends in C.S., share what […]
In episode 9 of the Gainsight Gamechanger Podcast, Adam Joseph, Director of Customer Success, EMEA at Gainsight sits down with Violaine Yziquel from Slack, Aude Makk-Eberlin from Brandwatch, and Tom Collyer from Keystone Academic Solutions. Listen to the full episode and access Adam’s summary by unlocking the content. Subscribe today on: Apple Podcasts | Spotify | Google Podcasts Ep 09: Returning To Customer Success Following Maternity or Paternity Leave Having a newborn can be one of the most joyful moments in a person’s life. It can also be the most stressful. Now, add in either working from home or returning to your CS job with a little one still on your mind. Talk about stress! In this podcast, Adam Joseph, discusses openly and honestly a true Game Changer, the challenge of working in a customer success environment after being out for an extended period of time for either maternity or paternity leave. Adam is joined in this podcast by Violaine Yziquel, Sr Manager, Customer Success at Slack, Aude Makk-Eberlin, Senior Manager of Business Operations at Brandwatch, and Tom Collyer, Director of Customer Success at Keystone Academic Solutions. They all share and advise how to first prepare for the leave by […]
A Philosophy Unfolding It began with a Venn diagram. For Erin Siemens, Senior Vice President of Client Success at Automatic Data Processing, Inc. (ADP), her leadership philosophy on customer success was sparked by a Venn diagram shared by Jeff Weiner, Executive Chairman and former CEO of LinkedIn. The three intersecting circles had titles of “Dream Big,” “Know How To Have Fun,” and “Get Sh*t Done.” Then in the space created by those intersecting circles was the phrase—People I Most Enjoy Working With. The truth is that most people want to be at that intersection—to balance the dream, fun, and drive while finding a group of like-minded individuals in the same work environment. That is not an easy task, especially right now, during this current upheaval. Gainsight’s Chief Customer Officer, Ashvin Vaidyanathan, sat with Erin to discuss the dream, the fun, and the drive, and how they relate to customer success, especially now. According to Erin, she surrounds herself with people “who can dream big, align with clients, and understand what’s possible in the partnership. And they need to have fun because, honestly, it’s not an easy job.” In technology, there is a large amount of unpredictability. “You might lose customers […]