The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO. Regardless of where you start your

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” Oh, how far we’ve come—as a company, an industry, and an unstoppable community that we’ve forged around our annual Pulse Conference.  Today, customer success

Tulips. Bicycles. Van Gogh. There’s a lot to love about Amsterdam, including … Pulse Europe 2023.  Pulse Europe 2023 Lands in Amsterdam  Over the years, Pulse Europe has become more than EMEA’s premier conference for the customer success (CS) community. With events across the globe connecting CS, Product, and Community professionals from all walks of

This article was originally published on SaaStr  “I never make the same mistake twice. I make it 5 or 6 times, just to be sure.” – Random quote I found on the Internet If that doesn’t describe the CEO experience, I don’t know what does. In February 2023, I hit my 10-year anniversary (or “Gainaversary,”

We are FIRED UP to announce Pulse 2023 will be taking place at Moscone Center in San Francisco on May 16–17, with Pulse Academy Live on May 15. Pulse is celebrating its tenth anniversary as the biggest, most amazing conference for the customer success community. Now more than ever, it’s time to reflect on how

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game. Everything from how we serve

Technology can be a force multiplier when it comes to helping people and businesses perform at higher levels. However, whether you’re adding capabilities or eliminating extra steps in a process, technology always brings about some sort of change. A big reason for this is the application of technology usually brings about changes to business processes.

Peanut butter and jelly, chips and salsa, cookies and cream, some combinations are meant for one another. And although these perfect pairings can be consumed on their own, we can all agree that they are better together. Just like these famous food duos, CS individuals should see how the recipe for customer excellence is a

We’ve officially kicked off our European leg of the Customer E.R.A.S. Tour here in London.  What’s E.R.A.S., you ask? (Hint: It’s so much more than a Taylor Swift homage.) E.R.A.S. stands for Expansion, Adoption, Retention, Scale, and we’ve designed the E.R.A.S. framework to help you align your teams around tangible business outcomes that lead to

By Tim Van Lew, Director of Customer Success Strategy, Gainsight  Yes, it’s uncommon to see a year-in-review article in spring. While the economic challenges of the last couple months may have some of you feeling like you’ve lived a full twelve months in the last two, we doubt this post will add to your doom