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Wigmore IT Group

An independent consulting firm, born in the cloud, to help all subscription based businesses transform their revenue models. Founded by the team who launched Salesforce.com into Europe 18 years ago, we have a deep understanding of how to rapidly and successfully deploy enterprise cloud applications to deliver real value quickly. Through our expertise and highly pragmatic methodology, we work with Gainsight to: Protect your revenue stream Grow your revenue from installed accounts Increase customer advocacy As early pioneers in the cloud, we have extensive personal experience with the the impact of contraction and churn on a subscription driven business. Combining these insights with Gainsight’s tools, we help our clients to: Gain deeper insights into customer behaviour Operationalize the customer lifecycle Coordinate actions and results across teams Proactively grow subscription revenue from installed clients

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Make your customers more confident and independent users with customer education, powered by Learndot. As a CSM, you can leverage customer education as a scalable solution to offload the time you spend on repetitive tasks, such as onboarding new customers and educating existing ones. Free up your time to focus on strategic initiatives that will build value and strengthen the relationship with your customers. Think of customer education as support before your customers need it. Besides well-trained customers: Use the product more so they will be less likely to switch to a competitor Become more independent so you spend less time hand-holding them Turn into power users so they are your product advocates The bottomline is: educate customers to reduce churn. Prevent churn with the right intel Leverage the integration between Learndot and Gainsight to gain visibility into your customers’ learning activities. This new layer of data will help you find the correlation between customer education, product adoption, and customer retention. Knowing how engaged your customers are in training, can help you reveal valuable insights to: Identify product knowledge gaps and act on them by making data-backed training recommendations. Assign personalized training plans to selected customers right in Salesforce. Evaluate […]

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Topline Strategy

Topline Strategy is a boutique consulting firm that specializes in strategic customer experience and market strategy for B2B Tech businesses. At Topline Strategy, our specialty is understanding what is truly important to customers and then translating that understanding into actionable recommendations to increase cross-sell, upsell, and retention while driving deeper long-term customer alignment. For nearly 20 years, through our Strategic Customer Experience (StrategicCX) practice, we have conducted thousands of customer interviews and executed hundreds of customer surveys on behalf of our clients. We turn our research-driven insights into concrete plans that enable our clients to generate hundreds of millions to billions in additional revenue and market capitalization. For Gainsight customers, Topline can help take Customer Success programs to the next level by operationalizing customer insights into playbooks, success plans, and more. We work with clients to build world-class listening programs and help the entire organization leverage customer insights, from the CSM team to Sales, Product, Support, and Services. Visit us at toplinestrategy.com to learn more about Topline Strategy and our Customer Success and Experience services including: Customer Success/CX Capabilities Assessments Voice of the Customer Programs Retention Analysis Early Experience Analysis Goal-based Customer Journey and Playbook Development Customer Success/CX Training for […]

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SurveyMonkey’s mission is to power curious individuals and organizations to deliver impactful customer, employee and market insights. SurveyMonkey is a leading global survey software company on a mission to power the curious. The company’s People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey’s products, enterprise solutions, and integrations enable 350,000+ organizations to solve daily challenges, from delivering better customer experiences to increase employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation. SurveyMonkey’s enterprise-class survey platform gives organizations an easy way to collect reliable feedback across multiple touchpoints, discover meaningful insights, and make that data accessible to the right teams, all within the systems they are already using. By understanding the opinions and perspectives of people that are crucial to their success, organizations can make better, more informed decisions. SurveyMonkey’s integration with Gainsight allows Customer Success teams to: Enrich Gainsight or CRM data with SurveyMonkey response data View SurveyMonkey response data in Gainsight 360 Set up one-time or recurring syncs of SurveyMonkey responses Gather periodic feedback on your product or process with surveys focused […]

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Plant the seeds of your future growth today, with DataPlant. We are a data science company that specializes in the delivery of services and interactive tools for customer success organizations. What We Do – We empower teams to better segment, predict outcomes and build automation around insights found in their customer data. Whether you need to create a strong health scorecard framework from scratch or want to test current assumptions and processes for ways to improve; We are your partner! DataPlant helps companies: Evaluate their current data maturity by comparing the current landscape of data available in their instance vs best practice Create a data driven health scorecard framework from scratch or conduct assessments of existing scorecards Conduct predictive & prescriptive analytics to provide recommendations around metrics to monitor and optimal actions to achieve business objectives Deploy predictive models to drive automation based on a data driven approach using historical data Power CSM friendly reporting tools to quickly build, explore & consume data science insights Utilize our interactive web tools for CSM’s, Admins and Executives Sign up for our beta program to get notified early and test web tools before they go live: HERE We give our clients the confidence […]

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We Help Technology Companies Achieve Subscription Success Waterstone is a boutique management consulting firm that focuses exclusively on helping technology companies succeed. We specialize in driving growth through subscription excellence by applying analytical rigor and proven Customer Success practices tuned to your business. Whether you are a software or hardware company, with products that were born in the cloud or based on legacy licensing models, we can help: Design and operationalize a differentiated customer experience with an immersive, cross-functional approach Transform your sales and post-sales services and support operating and business model to thrive as a subscription business Launch or transform your Customer Success team to focus on customer value and proactive adoption Drive strategic upsell and cross-sell with proven segmentation, analytics and playbooks Design digital CSM and scale touch programs to engage with the long tail of customers Create converged subscription offerings and develop strategies to monetize Customer Success We engage with companies on their terms: from chartering and driving comprehensive transformational initiatives to quick-hit diagnostics that deliver rapid results.

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ServiceSource engages throughout your customer’s journey to find, convert, grow and retain more revenue. ServiceSource International, Inc. (NASDAQ:SREV) helps the world’s leading brands grow closer to their customers. As the global leader of outsourced inside sales, customer success and recurring revenue growth and retention solutions, ServiceSource is trusted by enterprise and fast-growing companies in the hardware, software, cloud, medical devices and industrial IoT industries to find, convert, grow and retain customer relationships and revenue. ServiceSource utilizes its nearly 20 years of experience to empower more than 3,000 business growth professionals speaking 45 languages in more than 170 countries to drive meaningful revenue expansion.

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nCloud Integrators

nCloud Integrators provides experienced leadership in building and growing world class Customer Success organizations. Your Success Is Our Business. Success for your B2B company delivering SaaS technology requires that your customers not only adopt your offerings, but also realize value that drives loyalty and expanded usage. nCloud Integrators leverages proven experience to provide strategic, technology-based services.​ Strategy – At nCloud our experience tells us that value with SaaS offerings is not found in features and functions, but rather with value-added outcomes. Our team will work with you in a collaborative, strategic, and iterative fashion to design outcomes for your customers that are measurable and create value. ​Technology – To manage and scale your customer success strategies you may consider a systematic approach provided by the Gainsight platform. To maximize the value of the platform, you will likely need to integrate data from multiple sources throughout your enterprise (Salesforce, Zendesk, etc). At nCloud, our experience with Data Integration uniquely qualifies us to help with your Gainsight implementation, ensuring full integration of your enterprise data.

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Satrix Solutions Delivers Customer Experience Programs to Improve Satisfaction, Retention, Expansion & Referrals. Satrix Solutions is a consultancy dedicated to furnishing our clients with insights they rely on to improve their products and services, differentiate from the competition, and scale their business. As experts in Voice of the Customer strategy, our consultants capture the true sentiment of your customers -pinpointing specific actions that will drive the greatest return on investment for your efforts. The insights we deliver enable your leadership team to focus on those activities and improvements most likely to engender satisfaction and loyalty. We enable you and your team to focus on the things customers care about most, instead of overloading the organization with too many initiatives. Engagements are customized to the unique needs and goals of our clients and include: expertly designed customer experience programs that follow best practices and avoid common pitfalls, robust reporting and recommendations for continuous improvement, educational materials on the actions employees can take to strengthen relationships, and benchmarking and trend analysis to evaluate ongoing performance. Companies that don’t possess a deep understanding of what drives value for their customers risk losing market share to those that successfully align their offering with the […]

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CSM Practice

Transform your organization with strategic Gainsight Customer Success Services from CSM Practice. CSM Practice is a management consulting & technology services firm. We partner with our clients’ organizations by providing strategic, technology-enabled Customer Success solutions. CSM Practice has successfully been working with companies like Tint, Pendo, and BloomReach to turn their Gainsight and Customer Success visions into reality since 2014. Our unique service offerings are geared to help you unlock the full potential of Gainsight. We leverage our technical knowledge and Customer Success expertise to map your Customer Success vision to your Gainsight implementation roadmap in the most effective and optimized manner. CSM Practice offers a range of Gainsight solutions to kick your digital and on-demand engagement models into high gear. Over the years, we developed expertise in enabling Advanced Outreach email campaigns and customer surveys in a way that increases client engagement levels. These initiatives are data-driven in nature, and if you have any MDA initiatives you’d like to expedite, CSM Practice has the experts to accelerate your projects. You can scale your high-touch Customer Success approach using Gainsight and CSM Practice expertise to automate playbooks. Strategic Customer Success managers become more proactive with well-designed health scores. They need […]

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Wootric’s Enterprise Customer Feedback Management solution reaches end-users in-app to measure NPS, CSAT, CES and other insights. Amplify your Customer Experience efforts with Wootric. Wootric is modern software for measuring and boosting customer happiness. Wootric tracks proven CX metrics — Net Promoter Score, Customer Satisfaction (CSAT/PSAT) and Customer Effort Score — with high-response micro-surveys delivered via in-app web, mobile and email. Survey responses integrate seamlessly with Gainsight in real-time. View aggregate feedback and analytics in the Wootric dashboard where machine-learning provides insights from qualitative data that will drive retention and guide improvements to CX. See our 5-star reviews on G2Crowd and the Salesforce AppExchange. Wootric’s flexible, lightweight solution complements Gainsight by delivering next-level Voice of Customer insight to CSMs and aligning everyone in your company around end-user success. Wootric & Gainsight use cases include: — Enrich account health data in Gainsight with Net Promoter Score feedback from end users. Survey end users inside your product with in-app NPS surveys. See this critical VoC data in Gainsight. Analyze aggregate feedback in Wootric. — Gather end user feedback at customer journey points using Gainsight workflows. For example, trigger an in-app NPS survey 30 days before account renewal or an in-app PSAT survey […]

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Skilljar is a leading customer training platform for companies to accelerate product adoption and increase customer retention. Amplify your Product Adoption efforts with Skilljar. Skilljar’s award-winning customer training platform empowers Training and Enablement teams to successfully onboard, engage and retain customers. The product is much more than a learning management system (LMS) – it’s purpose-built for customer and partner enablement, and designed to seamlessly integrate with the business systems used to track and measure revenue and customer activity. Enterprises use Skilljar to serve their customers beautiful training experiences that look and feel like a natural extension of their brand. Features include a best-in-class student experience, payments engine, social certifications, advanced analytics, and integrations with Salesforce and Marketo. By integrating Skilljar’s customer training platform with Gainsight, businesses can leverage customer training and engagement data as a key determinant of customer health and product adoption. The integration drives powerful insights about individual user and overall account education by incorporating Skilljar activity into Gainsight health scores. Joint customers can create playbooks around key learning behavior, and trigger Customer Success teams to think about training as an agent for product adoption. For example, notify your team when a new customer hasn’t yet enrolled in […]

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Influitive’s AdvocateHub helps brands engage customers to accelerate sales and increase customer value by discovering, nurturing and mobilizing their advocates. Amplify your Advocacy efforts with Influitive.Influitive gives Customer Success teams a scalable way to continually build stronger relationships with hundreds or thousands of customers to drive long-term satisfaction and advocacy. Our integration with Gainsight helps CSMs gain added insights into their customers’ overall engagement and satisfaction levels. Then, this data can be used to automatically serve up resources that will ensure their customers’ continued success—or content that will help struggling accounts get back on the right path. With this dynamic integration, Customer Success teams can:— Use Gainsight data to source potential advocates for their AdvocateHub program— Use changes in health score to automatically send helpful resources to at-risk accounts via the AdvocateHub— Automatically present high NPS scorers with opportunities to advocate for the company via the AdvocateHub— Adjust health scores based on advocacy activities

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Point of Reference

ReferenceEdge is a 100% native Salesforce app, purpose-built to manage customer advocates and automate the customer reference process. Amplify your Advocacy efforts with Point of Reference. More than ever, the voice of your successful customers is critical to the growth of your business. When a customer is excited to share their success story on sales calls and via webinars, their value to your company increases tenfold. While the marketing team may be charged with publicizing those stories, the customer success team has critical insights into the customer’s health. Integrating Gainsight with the only 100% Salesforce native customer advocate management solution, ReferenceEdge, makes for a powerful alliance. With the integration, your teams can: — Maintain complete, up-to-date customer reference information for use by Sales and Marketing — Leverage customer reference activity as part of your Health score in Gainsight. An uptick in reference activity or nomination within ReferenceEdge feeds into the Health score calculation. — Use trends in Health score to update customer reference status. A drop in Health score automatically deactivates a referenceable account from consideration for reference activities. — Access complete customer reference profile information from within Gainsight The integration between ReferenceEdge and Gainsight ensures both teams’ activities are […]

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Accenture is a leading global professional services company, providing a range of services and solutions in strategy, consulting, digital, technology and operations Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 435,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

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WorkRails is the #1 CPQ platform built for technology companies. Our solution provides Configure, Price, Quote (CPQ) automation to sales and service executives across the technology industry. Leveraging our Content Management System (CMS) and API, clients create easy to use catalogs and workflows so sales teams can rapidly create quotes, proposals and SOWs. WorkRails makes it easier for technology service and sales teams to work together: Power an unlimited amount of digital sales experiences for your internal teams or clients. Give you clients ONE system of record to build and manage services content, workflows, and pricing in a central repository. Let your sales teams and/or customers browse, build, and sell service SOWs much faster and easier through custom integrated Service Catalogs. Drive sales adoption, alignment, and more streamlined services operations between the groups.

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The inSided platform gives Customer Success teams a scalable way to engage with their customers that drives customer satisfaction (CSAT scores), makes support more efficient, increases product adoption levels and positively influences customer retention. Scale your customer support and increase customer retention by offering quality customer self-service and advice in your product, powered by a best-practice knowledge base and expertise from your own user community. inSided is a SaaS (cloud-hosted) self service platform that has partnered with 100+ companies to revolutionize online self-service through community building and modern knowledge management. We live in a self-service world—your customers don’t want to contact your support staff for minor questions. inSided empowers your customers to get answers effortlessly themselves. inSided’s community and knowledge base platform helps brands engage customers to effectively reduce support tickets by focusing on the right self-service content at the right time. Minimizing the time & effort your customer success team has to spend answering repeat questions – or reciting FAQ’s – and maximizing the time they can spend on valuable customer interactions. inSided’s integration with Gainsight allows Customer Success teams to: Enrich Gainsight or CRM data with community and customer support data and achieve a 360° customer view Adjust […]

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Ecosystems’ collaborative software platform empowers B2B solution providers to quantify and communicate the potential (sales) and actual (customer success) business outcomes delivered by their offerings. Through a process called the Customer Outcome Lifecycle, Ecosystems helps you continually optimize customer relationships by discovering relevant business outcomes, and quantifying and tracking the business value of attaining them: Discover Outcomes Ecosystems arms you with libraries of pre-built industry templates to consultatively discover the outcomes your customers care about most. Quantify Outcomes In a collaborative cloud workspace, Ecosystems provides interactive business cases to quantify the business impact of leveraging your products and services to attain the customer’s desired outcomes. Track Outcomes Directly within your Customer Success Plan, Ecosystems empowers you to track and quantify the gap between anticipated versus actual customer outcome attainment. Learn how Gainsight and Ecosystems, together, can align your Product, Sales, and Customer Success teams in a single outcome-selling motion here.

Customer Success Best Practices

You’re doing it wrong: Art vs. Science in Customer Success Image

You’re doing it wrong: Art vs. Science in Customer Success

It seems like something from a different lifetime, but I still remember the old days when sales was all chalkboards, steak knives, and “gut feeling.” Okay, well maybe chalkboards were before my time. Also, I’m vegetarian and don’t really need steak knives. But gut feelings—those were definitely the name of the game back in the day! There was a time (and I’m dating myself here) when the prevailing attitude was that selling was an art—unquantifiable, non-systematic. Sales has gone through a “Moneyball” transition just like baseball—the art is still there, but the science has developed so much more. Fast forward to today. If you’re starting a new company, you often define your sales process, identify your key metrics, and set up your CRM system before you hire your first rep. That’s an important development because companies are now able to start testing and learning in their sales process at a much more rapid rate. The problem with the rock star seller who somehow just closes is that it’s not repeatable. It doesn’t scale. And it will stop working eventually and leave you with no answers and no way forward. But that’s a well known and broadly accepted premise—at least in […]

4 min readAugust 12, 2019
The Official Chief Customer Officer Welcome Kit Image

The Official Chief Customer Officer Welcome Kit

One of the best parts of my job as CEO of Gainsight is seeing individuals with responsibility aligned to customer needs moving up in their own personal careers. And one of the hottest trends in enterprise businesses is to appoint one person with end-to-end operational responsibility for Customer Success and Customer Experience. While the title may vary from company to company, the concept of a “Chief Customer Officer (CCO)” is becoming very popular. Whether you are an experienced CCO, sought out the big job, or got it handed to you, you probably don’t want to reinvent the wheel as you attempt to help your company become more customer-centric and grow faster in the process. As I talk to new or experienced CCOs, I often get the same list of questions. So I tried to document a set of resources that can help you get started or sharpen your team: Follow on LinkedIn Nick Mehta That’s yours truly. I share a lot of big picture stuff about the direction of the industry, along with occasional ramblings about football, physics, and philosophy. You can also follow my writings at mehtaphysical.com or me on Twitter @nrmehta. Allison Pickens Allison is Gainsight’s CCO. She’s a prototypical CCO in […]

7 min readAugust 12, 2019
4 Reasons You’ll Miss Your Number Without Customer Success Image

4 Reasons You’ll Miss Your Number Without Customer Success

If I had a genie, one of the things I would wish for (after more wishes and a Steelers Super Bowl win) is an extra month between the end of our current fiscal year and the start of our next.* It feels like every year, you go from the stress of closing strong to the new stress of starting from zero again. And if you’re like me, you stare at the $0 bookings amount on the first day of the new fiscal year and say, “How the heck am I going to make my number?” If you’ve been around as long as I have, you might feel nostalgic for the “old days” before SaaS. Making the number was still hard then (and dramatic) but the playbook was pretty simple: Hire reps Ramp reps Push reps If things fail, blame Marketing! But all jokes aside, as bizarre as the licensed software world was in some respects, the model was well-understood and could translate from company to company. And even though we are 15 years into the SaaS/cloud transition, most companies still run sales with an on-premise/license software mindset. Every bookings goal is about more “rep capacity.” But modern CEOs and sales […]

5 min readAugust 12, 2019
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How To Increase Product Adoption With Intelligent Journey Mapping

You track the way your customers use your product. You engage them at different milestones. But did you know that how you reach out to customers at each stage of the customer journey can have a profound effect on product adoption? Do you know which features your customers find most valuable? Do you know how many licenses are in use? Do you know when and how to reach out to maximize their usage? And finally, are you working with end users to ensure they are hitting their success metrics? Nichole Richards, Director of Client Services at Rosetta Stone, and Tyler McNally, Director of Customer Success at Gainsight, will describe in detail how they work with customers to ensure that product adoption continues to increase. In this webinar, you’ll get actionable methods to boost adoption by: Intelligently mapping the customer journey Reaching out at the right time with the right message Tracking, analyzing, and understanding usage data to measure improvement

1851 registered
How to Build the Ultimate Customer Success Board Presentation Image

How to Build the Ultimate Customer Success Board Presentation

Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized. Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting. In this webinar, you will learn: The top three things every CS leader should include in their deck What board members really want to know about Customer Success How to blend metrics, tactics, and strategy into a seamless presentation And much more

1686 registered
Customer Success = Customer Outcomes + Customer Experience Image

Customer Success = Customer Outcomes + Customer Experience

Winning businesses have been paying attention to the customer’s experience for decades now. CX is a fundamental part of building a brand, winning repeat buyers, and engaging happy customers in your Sales & Marketing strategy. But CX is only one half of the equation. The painful truth is that happy customers without results are going to churn. It is imperative for every business to drive a positive customer experience while also ensuring that the customer has positive outcomes using your product. This is precisely why Gainsight invested in developing a customer experience platform that complements and enhances our core customer success product. However, before aligning your CX and CS programs it is important to understand the differences between customer experience and customer outcomes. In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company. You’ll learn: Who owns the customer experience/outcome in a best practices post-sales organization How to consistently leverage great experiences and outcomes into increased upsell, cross-sell, […]

1151 registered
Continuum Saves $5 Million in ARR Using Gainsight for Partner Success Image

Continuum Saves $5 Million in ARR Using Gainsight for Partner Success

“Before Gainsight, by the time we found out about a partner risk it was already too late. Now we can take a proactive approach to manage risk. It has saved us over $5 million in ARR since we implemented.” Continuum is an IT management platform that sells 100% through channel partners. Continuum’s partners are Managed Service Providers (MSPs) who provide IT & Security solutions to small and medium businesses around the world. The end-customers span a broad variety of business and industries, ranging from restaurants to boutique shops, doctors offices, libraries, and more. In this model, partners are the key lever for growing the business. Since contracts are not part of Continuum’s partner relationships, it’s critical to proactively manage the partner relationship and consistently deliver stellar results. By improving partner time-to-value, partner knowledge and training, and fostering partner success, Continuum is able to help their partners deliver Continuum products and solutions to the end-client more quickly. Download the case study to read the rest now.

Gainsight Partner Pyramid Image

Gainsight Partner Pyramid

Successful business relationships are a joint effort. But, when you’re working with a variety of Channel Partners, you’ll find that this is easier said than done. Every business has individual goals and with that, their own definition of what ‘success’ means to them. This infographic gives you a look at the motivations and expectations that come with three types of partner relationships: strategic, value added, and velocity. You can use these insights to create your own Partner Success Program and drive success for all constituents, from Vendors to Partners to Customers. In this datasheet you’ll learn: How to model your Partner Success Program Three types of Partner relationships Strategies and considerations distinct to each Partner segment How each Partner type views their offerings and your partnership How each Partner type approaches customers

TSIA and Gainsight: Driving Customer Success at Scale Image

TSIA and Gainsight: Driving Customer Success at Scale

As companies look to achieve sustained growth and profitability over time, they are investing in Customer Success organizations to help secure customer relationships and drive revenue expansion activities. Until now, early Customer Success pioneers have been left largely to their own devices to figure it out as they go. By leveraging TSIA’s Seven Steps to Customer Success at Scale framework, companies can ensure they have the right people, processes, and technology in place—supported by the right metrics and funding model—to ensure long-term success. The Seven Steps are: Define your Customer Success charter Secure funding for you Customer Success organization Establish Customer Success processes Use metrics to measure your Customer SUccess function Hire Customer SUccess staff with the right skills Develop the right Customer Success offers Implement the right Customer Success technology infrastructure