10 Things I Learned from the OpenView Ventures 2015 Customer Success Event

As a die-hard Pittsburgh sports fan, I’ve learned to avoid the 617 area code Boston region in the months following their regular inevitable sports championship of one kind or another. Furthermore, with near-all-time-record February snowfall, this month wasn’t the ideal month to convince a California transplant to come visit the “City of Champions.” But when

We’re Growing Up – and To the Right – With Our Customers

One of our core values at Gainsight is Success For All – we believe that success for our stakeholders—whether our customers, teammates, or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives. There’s nothing more rewarding than seeing Success For All in action and ultimately, in

The 5 Key Metrics that Link Training to Customer Success

Even though SaaS company leaders commonly believe that well-trained customers would have high adoption rates, achieve better outcomes, and renew at higher rates, many of these same companies do not offer customer training during the on-boarding process. How can this be? If it is so obvious that training will help customers use software better, why

How to Determine the Best Customer Success Manager Ratio

How to Determine the Best Customer Success Manager (CSM) Ratio When planning a Customer Success Management organization, or just trying to prepare your budget for the coming fiscal year, the question that always comes up is “What is the ideal ratio of Customer Success Managers (CSMs) to the number of customers? To the amount of

Customer Success: Who Owns Upsell and Renewal?

Customer Success: Who Owns Upsell and Renewal? When it comes to Customer Success Management, the question of “Who owns Upsell and Renewal?” comes up quite frequently. That question is generally followed closely by “how do you structure CSM compensation if they handle upsells and renewals?” Well, the short answer is it depends. The longer answer