Russ Drury is the Director of Customer Success at Workfront, a cloud-based project management software company. He leads the Customer Experience organisation in EMEA, heading up the Professional Services implementation team, Customer Success team, and training. He is responsible for guiding customers in their Workfront journey and on to long term success through onboarding, implementation,

Mehta Recognized by The SaaS Report as #12 Out of the Top 50 SaaS CEOs of 2017 REDWOOD CITY, CA, August 10, 2017 — Gainsight™, the Customer Success company, announced today that its Chief Executive Officer, Nick Mehta, has been recognized as one of the Top 50 SaaS CEOs of 2017 by The SaaS Report.

As CEOs, our job is to maximize the upside while protecting the downside. Depending on the phase of our business, the mix between fear and greed can ebb and flow. The good news is that Customer Success is becoming an important part of the strategy in all seasons of business, good or bad. That being

Over the last couple years as a growth equity investor, I had examined the budding Customer Success industry and heard about the vibrant Pulse community. But I’ll admit: I was quite skeptical. How much fun could a business software industry conference really be? But less than a month before starting as “Summer Chief of Staff”

This post was co-authored by Will Robins and Priyanka Srinivasan. “If you can’t measure it, you can’t manage it.” -Peter Drucker “It’s all about the Benjamins, baby.” -Puff Daddy Whether you take your leadership lessons from Drucker or Diddy, you know that a huge part of the CEO’s job is to help your colleagues understand

Over the years I have worked with CROs, CCOs, and CMOs, partnering with the CFO to best figure out what our go-to-market budget will be so we can improve next year. And each year we work with the various leaders of Sales, Field Marketing, Support, Customer Success, Demand Gen, SDR, etc., to strategize on where

I was thinking about our latest product package, Gainsight for Voice of the Customer (VoC), and naturally, my thoughts immediately turned to quantum mechanics. And my question was this: Is there a quantum superposition for a customer in which they can be both healthy and at-risk simultaneously until observed by a CSM? In other words,

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Jennifer Dearman (Vice President of Global Customer Success, Kronos) to understand the mechanics of delivering enterprise-level customer success. Jennifer has run several global customer success teams at enterprise organizations with wild success during her career. Prior to her position at Kronos, Jennifer served

Dan Steinman is the General Manager of Gainsight EMEA, and is based out of London, UK. He leads Gainsight’s regional growth initiatives from the company’s regional headquarters located in London and helps Gainsight’s European customers successfully understand and adopt Customer Success technology. The customer journey has been drawn into the spotlight in a new way

Having interacted with several on-premise and hybrid on-premise/SaaS companies, I’m surprised at the number of times I’ve heard an executive at an on-premise company mention that Customer Success processes are not as relevant to them because they don’t have usage data. This couldn’t be farther from the truth, and some leading companies are already paving