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

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Change is hard. When it comes to making a change in your product or launching a new version entirely, you might spend months analyzing and preparing for this update. You know what you’re doing is in the best interest of your users, but they haven’t been thinking about this change for months as you have. 

Visual Executive Summary from Pulse CxO Summit 2020 The ocean breeze. Whale watching. A morning walk to the lighthouse. I consider myself lucky to be part of a thriving Silicon Valley company while living and working (from home) in a place like Gloucester, Massachusetts. Imagine how excited I was last year when Gainsight and over

via GIPHY Procrastination. We can all empathize with the concept. Sometimes it means putting off the project fixing a broken light at home for another week. Or sometimes, it is staring at a challenging email and promising yourself that you’ll get to the response later. For legacy enterprise software companies, this game of “kick the

This post was co-authored by Ashvin Vaidyanathan and Josh Weber. Tell me if you’ve heard this one before: Customer spends months explaining their goals and desired outcomes to a sales rep Sales rep closes the deal Ring the gong! CSM and/or Services team kickoff the onboarding call with “so tell me what outcomes you’re hoping

Discover how Gainsight PX provides a product engagement and analytics tool with faster time-to-value, more extensive user analytics, and superior in-app engagement when compared to Pendo.