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Evolution of CS at a Hyper Growth Business Image

Evolution of CS at a Hyper Growth Business

By Silvia Atanasova

In the 15th episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with John O’Melia, CCO at Contentsquare.

Listen to the full episode and access Adam’s summary by unlocking the content.

In this season finale, our special guest is John O’Melia, CCO at Contentsquare, one of the world’s leading and fastest-growing SAS digital experience analytics platforms. John describes how Customer Success works in a company destined to scale exponentially, discussing the strategies he follows and challenges he overcomes with the help of his teammates. Listen to the final episode of a second season full of lessons learned and groundbreaking perspectives.

Jump straight into:

  • (04:38) – Being the CCO of a fast-growing software company – “I take responsibility for everything post-sales. We look at implementing customers, getting them onboarded, introducing the success team and the customer success managers’ education.”
  • (06:39) – What is Contentsquare’s key to effectively scaling its business? – “We’re able to analyze that information and really surface insights to our customers in terms of what users are doing on that website.”
  • (09:04) – How has customer success evolved to meet the challenge of that growth? – “It’s like we have a train that’s moving at a hundred miles an hour and we’re trying to change the wheels on the train as it’s hurtling down the track.”
  • (13:30) – Making sure customers are truly at the heart of a company’s culture – “We have touchpoints with our customers so we can sense something’s not going quite to plan before it becomes an issue and take action very early.”
  • (16:55) Standardization challenges in the management of companies with different visions – “You may have a different personality in France to the UK or the US but you’ve got to have a common underpinning and consistent global experience”.
  • (19:03) Why CS technology matters now more than ever – “As we acquire companies, if they don’t have Gainsight, then we introduce that and we roll that out and we spend a lot of time harmonizing our common identity and having a consistent methodology.”

Resources

Connect with John via LinkedIn

Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.com, send us an email at info@studiopodsf.com or contact us through our social media channels as @studiopodsf.

The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts. This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with their services, visit their website, send them an email at info@studiopodsf.com, or contact them through social media @studiopodsf.

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