Welcome to our Change the Game in 5 minutes Series. Today I’m chatting with Lorna Henri, a customer success trailblazer and Global Vice President of CS, TAM, and Support at Mapbox. I wanted to talk with Lorna about hiring rockstar CSM and TAMs who are personable enough to build relationships and technical enough to know

One of my favorite business books of all time is The Hard Thing About Hard Things. It’s a compendium of stories from current venture capitalist and former CEO Ben Horowitz about his time running companies. What’s so compelling about the book, even six years after its publication, is that it’s built around the principle that

As a Product Manager, you want to have an impact and make data-driven decisions as you plan your roadmap and determine priorities. You also want to get a sense of how end-users are adopting your product. To help, we asked some of our Product Managers at Gainsight to answer seven common questions and share examples

The In-Home Office Are you working remotely? Do you have barking dogs? We’ve heard a few in the background. Maybe your kids are interrupting a customer video call trying to become the next act on America’s Got Talent. Nothing like a little humility when you’re trying to support and retain your customers, right?  Welcome to

A few weeks ago, Gainsight hosted an intimate virtual gathering of over a dozen Security executives, featuring two industry titans, Enrique Salem, Partner at Bain Capital Ventures, and Corey Thomas, CEO and Chairman of Rapid7, to discuss, “How Security Companies are Driving Growth from their Customer Base in a Downturn.” We took away from the

This post was co-authored by Meenal Shukla and Harshita Banka. Customer Success is more important than ever during this crisis. As new sales slow down due to uncertainties in budgets and spending, retaining customers is the easiest and more effective way to keep the cash flow going. At Gainsight, we have two really interesting data

March 2020. Feels like decades ago, huh? We were learning to work from home, optimizing our Zoom backgrounds, and buckling in for “a few weeks” of quarantine. Little did we know. And from a SaaS leadership perspective, in March, we wondered what will the year look like financially? Truth be told, we are all still

Two weeks ago, we launched the Horizon Experience, Gainsight’s simple, intuitive, and beautiful new product experience. In previous posts, we shared our design values and our approach to implementing the experience. But what happens when you acquire a product that has a completely different user experience? Today I’ll share some thoughts around how we are

Resourcefulness has become a business imperative. As we began planning for Pulse Everywhere, the virtual version of our annual Pulse conference, we knew how important it was that we do our best to capture the feeling of the live experience. But how do you take an in-person event that offers valuable face-to-face experiences with over

I don’t know about you but life these days is confusing. Every week is full of mixed signals. Case counts are dropping in some places. And they are flaring up in others. Therapies look promising. Until they don’t. The stock market is soaring. Yet unemployment is too. More than ever in the history of my