As a customer success (CS) leader, you don’t need to tell your Chief Revenue Officer (CRO) that CS supports customers; they already know that. What you need to do is prove the business impact of CS. However, speaking purely in terms of retention, adoption, and relationships won’t cut it. You need to show that the
Adopting new solutions involves more than sitting through a few training modules—and this is particularly true for Customer Success (CS). In fact, much of the work to make the switch successful happens before companies even sign a contract. CS teams need to evaluate their needs, prepare their employees, and figure out their goals once the
Successful executives aren’t made overnight. They earn those positions by knowing how to connect to customers, build relationships, and drive results for their organization. But as responsibilities grow, the time to do that work gets squeezed. That’s where using AI like an Executive Assistant (EA) comes in. It gives execs back the bandwidth to stay
Today’s executives are experiencing an incredible amount of decision fatigue. In fact, according to Forbes, 7 out of 10 executives say burnout is negatively affecting their ability to make thoughtful, proactive decisions. Two factors contribute to the sense of overwhelm. First, the customer experience is more complex than ever. Second, the availability of data has
Many Customer Success (CS) leaders are at an inflection point: Can we build what we need for Customer Success inside Salesforce—or is it time to invest in something purpose-built? It’s a classic debate. CRMs are already in place and familiar with go-to-market (GTM) teams. But as Customer Success (CS) becomes more strategic, more teams are
For years, revenue growth was fueled by net-new logo acquisitions. Fast-forward to the post-ZIRP (zero interest-rate policy) era, and that model is less sustainable. As Nick Mehta, CEO, Gainsight, said during Revenue Unplugged: “You can’t out-hunt the leaky bucket anymore. It’s about keeping and growing your existing customers.” Buyers are cautious, especially in B2B. Sales
There’s something that happens when you sit in a post-sale leadership seat long enough. You start thinking in functions. In roadmaps. In metrics. But here’s the mindset shift we’re inviting you to make today: Your customers don’t experience your company through departments, job titles, or tech stacks. They experience your company as…well, your company (and
Welcome to the grandest—or Grande-ist —stage of Customer Success: Pulse 2025! Set against the dazzling backdrop of Las Vegas, a city synonymous with dreams and possibilities, our conference, themed around the beloved musical Wicked, promises to enchant and empower. On May 28th and 29th, Gainsight invites you to transform into students of Shiz University in
Things that are often hidden: Secret menu items at restaurants, messages in a long-lost group chat, and—most overlooked of all—the revenue sitting inside your Customer Success (CS) team. The value of CS has quietly evolved—and the evidence is everywhere. From the technology that Customer Success Managers (CSMs) use to improve the customer experience to the
Most companies adopting customer community solutions are aware of the key features needed to get started. Tools like community forums, knowledge base articles, and gamification are all great, but how do you build a community that’s more than the sum of its parts? How do you capture that certain je ne sais quoi that makes