Foreword By Dan Gamito After working with dozens of hyper-growth SaaS businesses, we’ve seen some fascinating patterns emerge. One of the patterns is that most Customer Success platform implementations take way longer than expected. When a team gets to the point where they need a dedicated Customer Success platform like Gainsight, they’ve probably long since

Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. Their excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. A paleo-forensic team pieced together the

I am excited to announce Gainsight’s latest product release that brings a fresh new user interface to our customers, makes Customer Success more personal with integrated video communication, and elevates our in-product best practices library with important new capabilities. Modern, Streamlined User Interface: As Gainsight’s product has grown over the last couple years our design

Thanks to Marvel Studios and their prolific use of post credits scenes (spoiler alert don’t click the link if you are not up to date with the Marvel Cinematic Universe), my wife and I now sit through the entire credits of any of their movies. One of the things that I noticed is how directors,

Let’s get this out of the way at the very beginning: I don’t have a lot of credibility when it comes to Customer Success, or enterprise software, or the SaaS industry. I’m a copywriter. When I started this gig in February, I had four years of writing consumer tech articles, a couple dozen album reviews,

Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. Their excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. A paleo-forensic team pieced together the

Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Matt Lindeman is VP of Customer Success at Guidespark. When onboarding a new team member, it’s important to clarify your expectations for basic etiquette when working with customers. But this topic is often overlooked during new-hire training. I’m excited to co-write this blog

I’m waiting on the corner of Broadway and 12th in Oakland, California. Google says there’s some really great Indian food near the Tribune Tower. (There is! The naan is crazy-delicious.) I’m eavesdropping on two locals also waiting for the lights to change. “Do you know what’s going on at the Marriott?” “No, but did you

Post contributed by David Sroka, CEO of Point of Reference The PULSE 2016 event provided a real epiphany for me. I hadn’t realized just how far this function had come, although the reason it has makes perfect sense. As a newly minted technology partner, I came to learn how Customer Success professionals thought about customer