GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

Change the Game in 5 Minutes: Omada Health Embraces 3 Unshakeable Pillars of Customer Success Image

Change the Game in 5 Minutes: Omada Health Embraces 3 Unshakeable Pillars of Customer Success

Welcome to our Change the Game in 5 minutes Series. In these conversations, we talk with customer success leaders who are role models for others who want to serve customers better. Arvind Stokes, VP of Customer Success and Support at Omada Health, certainly fits the bill. Today we find out why the “digital hospital” needed to change the way it managed clients, how Arvind led the customer success transformation, and what’s happened at Omada Health as a result.  Nick: Arvind, thanks for being here today. Before we talk about customer success, let’s take a moment to learn something about you. When you were a kid, what did you dream you’d be when you grew up? Arvind: I went from a fireman to a doctor to a professional tennis player. Tennis was the only thing I was semi-decent at. The funny thing was, I didn’t want to win trophies. My dream was to win a big tournament and give a speech where I thanked my parents and told them how proud I was to be their son.  Nick: Wow. I’d love to hear more about that amazing story … but let’s turn to customer success. Tell us about Omada Health, the […]

9 min readAugust 19, 2020
How Commvault Transformed From Reactive Support To Proactive Customer Success Image

How Commvault Transformed From Reactive Support To Proactive Customer Success

The Key to Customer Success Was Transformational Leadership Just over a year ago, Commvault made the bold decision to alter its leadership approach significantly. They were dedicated to transforming their business with a new management team. But they didn’t stop with top-down change. They pushed for a revolution—organization-wide. There were new products, the first company acquisition in over 20 years, and a push for subscription customers.  Commvault had a healthy, better-than-average churn rate, and minimal cross-sell with virtually only one product, and an incredibly sticky one at that. One could argue that they just didn’t need customer success like other tech companies. Or did they? As Commvault transitioned into expanding its portfolio of products and transformed its licensing model to subscription, it became clear that customer success was essential.  Commvault has a proud history of being quick-moving even in the enterprise space, but still able to focus on their earliest customers. “Our development over the years has always been nimble and agile while putting the customer first,” said Lee Peterson, EMEA regional leader of customer success. “Now, we have evolved to exist in any space while not forgetting our roots. Commvault focuses on customers of all sizes because from the […]

7 min readJuly 20, 2020
Change the Game in 5 Minutes: Laura Salonga and Ed Smith Shift the Focus from Reactive to Proactive Image

Change the Game in 5 Minutes: Laura Salonga and Ed Smith Shift the Focus from Reactive to Proactive

Welcome to our Change the Game in 5 mins Series. If you’re in the healthcare industry, you may be particularly interested in my conversation today with athenahealth’s Laura Salonga and Ed Smith. At athenahealth, a leading provider of network-enabled software and services for medical groups and health systems nationwide, Laura is a Senior Product Manager and Ed is Executive Director, Customer Success Analytics. At any given time—and especially now, with COVID-19 overwhelming healthcare providers and administrators everywhere—Laura and Ed know these experts need to focus on their patients, not their tech stack. They keep this top of mind as they shift from reactive to proactive thinking when partnering with their clients to optimize their performance.  Nick: In these challenging times, I think it’s important to step away from all the uncertainty when we can, even if it’s just for a moment or two. That’s my cue to ask, when you both were kids, what did you want to be when you grew up? Laura: I don’t remember having a specific job in mind but from a young age but I knew I wanted to learn other languages and cultures, travel the world, and have a positive impact in all that […]

7 min readJune 18, 2020
Change the Game in 5 Minutes: Will Rahim Embraces a Five-Year Plan Image

Change the Game in 5 Minutes: Will Rahim Embraces a Five-Year Plan

Welcome to our Change the Game in 5 minutes Series. Today, I’m delighted to introduce you to Will Rahim, Senior Vice President, Global Customer Success at Delphix, a global leader in digital transformation. When it comes to optimizing customer success through digital systems and processes, Will is a seasoned pro! Nick: Will, I’m excited to talk with you about the value proposition of digital customer success. But let’s start with one of my favorite questions: What’s your least useful superpower?  Will: Well, if the fate of the world depended on a drinking game, I’d probably be a good hope for humanity. But let’s hope it never comes to that! Nick: I’ll keep my fingers crossed. Okay, let’s dig in. Why did you need to change the customer success game? Will: At Delphix, we had really good people, but we weren’t enabling them to be successful. To be consistently impactful, customer success managers need data for two specific reasons: to prioritize their workday and have more meaningful conversations with customers. Without that key data, Delphix teams were just chasing their tails. That would be true for an organization that’s double or triple our size. For Delphix to thrive and build a […]

7 min readJune 18, 2020
Change the Game in 5 Minutes: Janine Snead Achieves Consistency Through Automation Image

Change the Game in 5 Minutes: Janine Snead Achieves Consistency Through Automation

Welcome to our Change the Game in 5 minutes Series. Today I’m speaking with Janine Snead, IBM’s Chief Digital Officer, Vice President of Customer Success IBM Cloud and Cognitive Software. IBM has one of the largest product portfolios in the world, and I’m proud of how they’ve found a way to drive customer success across so many business units and products. I knew Janine could tell me how a historically innovative company that’s been a household name for over a hundred years ensures consistency of outcomes for all customers—at scale?  Nick: Janine, we’ve got lots of important things to talk about today. But first things first. You’re a GameChanger. So in that spirit, what’s your go-to board game at home?  Janine: I don’t have a choice on that. My husband is an English teacher, so it’s Scrabble. He always wins—but he has a master’s degree in English, so it’s basically cheating! Nick: Readers, do you know of a great cloud computing board game out there? Please let Janine know, so she can even the odds at home! Now, let’s get down to business. Janine, why did you need to change the game in terms of how IBM manages clients? Janine: […]

6 min readJune 18, 2020
Change the Game in 5 Minutes: How Doug Hooton Deals With Disruption Image

Change the Game in 5 Minutes: How Doug Hooton Deals With Disruption

Welcome to our Change the Game in 5 minutes Series. Today, I’m chatting with Doug Hooton, Vice President of Customer Success at OneCause, a SaaS solution that helps nonprofit organizations engage donors and raise more money for their missions. There are many reasons why I want to talk with Doug, starting with the fact that he’s one of the longest-serving customer success leaders I know—he’s been doing it since long before it was called customer success! Doug has firsthand experience leading a company through a transition. OneCause, formerly BidPal, revolutionized charitable fundraising with the launch of their mobile bidding solution in 2008, helping nonprofits replace manual giving and raise more revenue through technology. More than a decade later, OneCause has gone from market pioneer to industry leader, transforming its business into a SaaS scale-up offering multiple fundraising solutions for its customers. OneCause encompasses a wide variety of fundraising solutions today, including online giving, peer-to-peer and virtual challenges, mobile bidding and auctions, and text2give donations. Doug knows what it takes to respond to industry disruption—and how to emerge better positioned for success than ever. Nick: Doug, it’s great to be talking with you today. Before I ask you about your experiences […]

8 min readJune 18, 2020