Each month, Gainsight is hosting a product leader in this new series “Path to Becoming a CPO.” We will share the lessons here but also encourage you to sign up for the live webinar series here.  Some of you may have heard of the Peloton Cycle. It is a stationary bike system built with a

Mike Rivisto and Jessica Countess, ServiceChannel Recently, our Chief Customer Officer, Ashvin Vaidyanathan, met with Mike Rivisto, Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess.  While their recent NPS score of 73.8 is incredibly amazing by itself, the underlying game-changing story lies in: How

Gainsight is fortunate to help bolster the performance of many EdTech companies. When tasked with finding even more ways for Gainsight to serve companies better in this unique industry, I started by learning about the current Edtech landscape and the multiple future projections. The impact of COVID-19 on the EdTech space surfaced three recurring themes

The onboarding process is a critical predictor of a customer’s success and an essential element for avoiding churn. So imagine, if you will, a product-onboarding process for every new customer that’s intuitive, efficient, and easy to scale. Such tech-touch onboarding would boost brand affinity for end-users who embrace (and would likely evangelize) a product with

1. Tell us a bit about yourself and what your role is at Gainsight. If I had a subtitle, it would read, “Optimizes processes for calm confidence.” I believe that a way exists to do any particular thing successfully and satisfyingly, if never perfectly, that it’s worth figuring out, that you need people’s perspectives to

Martin Casado, former entrepreneur and current General Partner at Venture Capital firm Andreessen Horowitz, posted a thoughtful tweetstorm a few weeks ago. Through the series of tweets, he argued that as cloud and SaaS technology business models become mainstream, the notions of “pre-sales” and “post-sales” have become antiquated: “However, with the shift to bottom-up, this

I’ll admit it. I’m kind of obsessed. In my brain, I’m always thinking about our clients. How are they doing? Are we delivering on our promise to them? Has their experience been positive? Do we have the right relationships? I guess since I am the CEO of THE Customer Success company, that focus makes sense.

Welcome to our Change the Game in 5 minutes Series. In these conversations, we talk with customer success leaders who are role models for others who want to serve customers better. Arvind Stokes, VP of Customer Success and Support at Omada Health, certainly fits the bill. Today we find out why the “digital hospital” needed

2020 has been a time machine for all aspects of life. We’ve been catapulted forward in terms of e-commerce activity, food delivery, telemedicine, online education, and much more. In the Customer Success world, as one CS exec told me recently, it’s become clear that “this is our moment.” With new business sales slowing and clients

I often get asked by Customer Success executives how to discuss retention metrics with their Board of Directors. The focus on retention metrics has been further accelerated in this climate as companies double down on Customer Success. Our Sales peers at most companies do a great job of reporting numbers, targets, and learnings from won