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
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 […]
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: […]
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 […]
Welcome to our Change the Game in 5 minutes Series. Today I’m chatting with Lorna Henri, a customer success trailblazer and Global Vice President of CS, TAM, and Support at Mapbox. I wanted to talk with Lorna about hiring rockstar CSM and TAMs who are personable enough to build relationships and technical enough to know the product inside and out. After all, isn’t that every CS leader’s dream? Nick: Hi Lorna! I can’t wait to pick your brain about creating CS success. But let’s kick things off with this question: In an alternate universe, what would be your chosen career? Lorna: Good question! I’d be a teacher. Teaching offers a great combination of constantly learning and interacting with people from different backgrounds. For me, the intersection of those two areas is really satisfying. Nick: I think that might explain how you ended up in customer success! Now, let’s dig in. Why did you need to change the game? Lorna: Mapbox had grown to a certain level and was starting to attract and sell to larger and larger customers. The core user of Mapbox is often a highly technical developer, and Mapbox has phenomenal documentation. That all leads to a lot […]
DRUM ROLL PLEASE…AND THE 2020 GAMECHANGER AWARD WINNERS ARE… First and foremost, for everyone who joined us online last week for the absolutely unprecedented Pulse Everywhere. We were completely blown away not only by the attendance but of the engagement and palpable energy that came to life in this virtual experience. While we didn’t have 22,000 people in one room together – we all came together. If you watched Nick’s Keynote, you heard him talk about coming together and being stronger together as a community. That’s what our GameChanger Community is all about—creating success for all Gainsight customers. Collectively we can inspire and push each other to new heights, learn and grow together, and connect from anywhere. The dictionary definition of a GameChanger is an event, idea, or procedure that effects a significant shift in the current manner of doing or thinking about something. Being a Gainsight customer by our definition means you are a GameChanger. It’s been a remarkable year, to say the least, and we have been in awe to see how our customers have switched up familiar landscapes and shifted the status quo way things have always been done and thought about. We are honored that our […]