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Gainsight Report Finds Nearly Half of SaaS Companies Focused on Digital Customer Success To Drive Scale and Efficiency

New Digital Strategies Are Helping Companies Improve Customer Experience, Product Adoption, and Customer Retention San Francisco, California (October 18th, 2023) – Gainsight, the world’s leading Customer Success platform, today announced the results of a study on Customer Success trends. The big takeaway from the Customer Success Index (CS Index) North America 2023 report, created in partnership with Benchmarkit, a B2B SaaS research firm, is that almost half (48%) of the SaaS companies surveyed for the report have a formal Digital Customer Success program focused on adding more efficiency to their growth strategies. Over the past decade, Customer Success has evolved from a standalone business unit focused on helping companies avoid churn and downsell to its role today as a key business strategy for driving more efficient revenue growth. Meanwhile, as SaaS companies strive to achieve these goals while reducing operating and headcount costs, Digital Customer Success, which blends human and digital touchpoints to support customers, has become more popular. According to the CS Index, Digital Customer Success is gaining ground in companies at both the lower ($1M-$10M) and higher ($100M+) end of the revenue spectrum. The research was conducted earlier this year to benchmark Customer Success organizational structures, the presence […]

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Gainsight Deepens Hubspot Partnership With New Integration

New Out-of-the-Box, Bi-directional Sync Improves Data Hygiene and Empowers Go-to-Market Collaboration SAN FRANCISCO, CA, OCTOBER 4, 2023 – Gainsight, today announced a new out-of-the-box, bi-directional integration with Hubspot’s leading CRM platform, making it easier for businesses to obtain deep customer insights and deliver increased value along the entire customer journey. Together, Hubspot and Gainsight now offer one unified view of customer health, sentiment, and success, along with account engagement and other touchpoints. The integration deepens the partnership between the two leading software-as-a-service (SaaS) companies and enables joint customers to deliver faster time-to-value with unmatched data accuracy, improved workflows, and greater go-to-market potential. “Gainsight is the leading Customer Success Platform in the market today and we’re excited to join forces and offer our customers unified data,” said Scott Brinker, VP Platform Ecosystem at HubSpot. “In the current market, as more and more companies are focusing on retaining and growing their existing customers to increase Net Revenue Retention (NRR), having a single view of the customer journey is paramount. With the integration, our joint customers will be able to maximize the potential of both solutions to fuel their growth.” Customers who leverage Hubspot CRM and Gainsight together can benefit from the deepest […]

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Gainsight’s Momentum Continues in 2023 as Customer Success Becomes Mission-Critical in a Volatile Market

Gainsight Essentials, New Generative AI Capabilities, and Northpass Acquisition Drive Growth SAN FRANCISCO, CA, SEPTEMBER 7, 2023 – Gainsight, the world’s leading Customer Success platform, continued to showcase strong momentum in the first half of its fiscal year, ending July 31st. Growth was driven by increasing demand for Gainsight Essentials, the company’s purpose-built offering to help businesses start and scale with its core Customer Success product for under $2k per month and with onboarding in as little as two weeks. Since launching in March 2022, nearly 300 companies have signed up for Gainsight Essentials. Gainsight added several high-profile customers over the last two quarters, including more than 30 who switched from starter Customer Success products. This continues a trend that’s seen more than one customer per week moving to Gainsight over the past 24 months. Notable new customer logos in the first half of the fiscal year include Cleverbridge, CloudApp, Fusion Medical Staffing, Litmos, Parachute Health, OneSpan, Onfido, Safe Security, SAE International, Sisense, Spear Education, Toro, and TrustRadius. In May this year, Gainsight announced several new generative AI product features at its 10th annual Pulse Conference held at San Francisco’s Moscone Center. The event was attended by more than 3,000 […]

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顧客の不満をAIが分析 米ゲインサイトCEO サブスク選別に対抗

企業の間でSaaS(サース)の利用を絞り込む動きが広がっている。サブスクリプション(定額課金)事業者向けの顧客データ分析を手がける米ゲインサイトのニック・メータ最高経営責任者(CEO)は人工知能(AI)で契約者の感情を理解し、継続的なサービス改善に反映する取り組みが欠かせないと話す。

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Gainsight grows digital success platform with NorthPass education acquisition

Every company has some type of motion around the customer journey, according to Maksim Ovsyannikov, EVP of Product and Design at Gainsight. The question is, how sophisticated is it?

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Gainsight Acquires Leading Customer Education Platform Northpass

Latest Acquisition Expands Gainsight’s Product Portfolio and Cements Its Position As the Leader in Digital Customer Success SAN FRANCISCO, CA, July 11, 2023 – Gainsight, the world’s leading Customer Success platform, announced today that it has signed a definitive agreement to acquire Northpass, a privately held company based in Parsippany, New Jersey. Northpass is the leading customer education platform that helps mid-market and enterprise companies create engaging and effective digital customer education programs. It was recently named the Best Customer Education Learning Management System (LMS) of 2023 at the annual SIIA CODiE Awards and G2 recognized it as a Leader and High Performer in Customer Education Software in its Spring 2023 Report. The solution is used by nearly 350 B2B and B2C companies, including Walmart, Freshworks, Glassdoor, Pipedrive, AgriWebb, Bonfire, and Front. According to a recent survey by TSIA, 93% of education teams are investing or planning to invest in LMS tools and technology and 72% are investing or planning to invest in data analytics tools and technology. The addition of Northpass to Gainsight’s product portfolio creates the only end-to-end Customer Success platform in the market, allowing businesses to not only automate their high-touch customer success management efforts but also […]

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Gainsight Pulse – towards a digital, enterprise-wide strategy for customer success

At its Pulse 2023 conference last week, Gainsight introduced a new product designed to digitally automate customer success workflows, plus a new enterprise-wide license option and generative AI capabilities.

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Alteryx, Blackbaud, Concur, Certinia, HMH, Mindbody, Samsara, Sendbird, Unqork, and Zendesk Win Gainsight’s 2023 GameChanger Awards

San Francisco, California (May 19th, 2023): Gainsight announced the winners of its 2023 GameChanger awards on the keynote stage at Pulse, the company’s annual industry conference in San Francisco. The awards celebrate companies and individuals who have made significant contributions to the field of customer success, driving innovation and transforming the way businesses engage with their customers. The winners of the 2023 Gainsight GameChanger Awards are as follows: The Digital Customer Success Disruptor: Alteryx, Samsara, and SAP Concur, and are the winners of The Digital Customer Success (DCS) Disruptor award for their pioneering work in moving into the next era of customer success. These champions of efficiency combine the strengths of digital experiences and human expertise to power healthy customer life cycles at scale. As a result, their companies reap the rewards of stronger product adoption and customer retention. Samsara’s Scaled team oversees a data-driven and mostly automated customer journey for their long-tail of low Annual Contract Value customers across all stages of the customer lifecycle. Over Samsara’s fiscal year 2023, the team has achieved a 21% YoY increase in customers that successfully onboarded in the first 30 days of their contract, a 37% YoY increase in the number of […]

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Gainsight Announces Digital Offerings to Redefine How Customer Success Teams Drive Efficient Growth

Highlights in this release: New Digital Hub product line from Gainsight supports self-service customer success A new digital package that makes it easy for companies to orchestrate Digital Customer Success programs Recent Gainsight research indicates only 36% of companies have a “Digital Touch” motion, presenting a significant opportunity to increase the capacity and efficiency of CSMs by adopting more digital approaches. San Francisco, California (May 18th, 2023): Gainsight today announced the launch of multiple product offerings designed to help companies elevate customer experiences while also improving the scale and efficiency of their Customer Success practices. The announcements were made during the keynote on product announcements at its 10th annual Pulse conference held at Moscone Center. Businesses have been using Gainsight’s market-leading products to scale the reach and impact of their Customer Success initiatives across the entire customer journey. To date, Gainsight customers have already: Engaged one billion participants in digitally orchestrated journeys Received 295 million in-app engagement views that are driving better onboarding and increasing feature adoption Drawn over 10 million unique monthly visitors to online customer communities The new product announcements place focus on driving Digital Customer Success in response to the current economic climate, where the cost efficiency […]

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Gainsight Debuts Generative AI Customer Success Capabilities at Pulse Conference

An extension of Gainsight’s existing Horizon AI, the new capabilities accelerate the efficiency and effectiveness of Digital Customer Success strategies San Francisco, California (May 17, 2023) Gainsight, the industry’s leading customer success platform, announced generative AI features for Customer Success professionals today during the keynote presentation at Pulse, its annual conference happening this week at Moscone Center in San Francisco. The first in a series of forthcoming announcements from Gainsight regarding generative AI, the capabilities are part of the company’s Horizon AI feature set. Generative AI is fast becoming one of the most powerful technologies due to its ability to simplify the synthesis of large amounts of data into consumable formats, create narratives and contextualize information. Meanwhile, Customer Success teams are increasingly seeking out digital tools that drive efficiency and effectiveness within their resource-constrained organizations. Gainsight has already been leading the way in AI for customer success teams since launching Horizon AI, its artificial intelligence framework, in November 2021 with features designed to support Customer Success Managers (CSMs) with analytical capabilities, including insights to forecast renewals, understand customer sentiment, and improve retention and expansion conversations. The latest release expands the focus of Horizon to encompass generative capabilities and includes: Customer […]

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Gainsight Promotes Robin Merritt to Chief People & Operations Officer

Former CPO Carol Mahoney to lead Gainsight’s Human-First Institute  SAN FRANCISCO, CA, May 2nd, 2023 – Gainsight, the world’s leading customer success platform, announces the appointment of Robin Merritt to Chief People & Operations Officer. Gainsight’s former Chief People Officer, Carol Mahoney, will move into a newly formed role as the General Manager of the company’s Human-First Institute.  As Chief People & Operations Officer, Merritt will be dedicated to scaling Gainsight’s Human-first culture, company operations, Diversity, Equity, Inclusion & Belonging, talent acquisition, Environmental Social Governance (ESG), and social impact strategies to the company’s nearly 1,500 employees across 15 countries and three continents.  Merritt had been Senior Vice President and Chief of Staff & Operations at Gainsight since 2021. She joined the company in 2019 as Vice President and Chief of Staff.  While on Gainsight’s executive team, Merritt oversaw the Office of the CEO, global business operations, corporate communications, and events. She also founded Pulse Impact, Gainsight’s social responsibility initiative, which supports equitable access to careers in the Customer Success industry. Merritt’s innovations in social impact have graduated nearly 400 diverse candidates who have earned ~$15M in income expansion. Prior to Gainsight, she led global internal communications and culture at Box […]

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What CFOs wished they knew when they were younger

These leaders want to encourage the next generation of women in finance.

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Why CFOs Should Embrace Human-First Leadership

Today, financial leadership is transforming once again. Amid an economic slowdown and renewed emphasis on profitability, it’s become apparent that companies need not just strategic solutions but also new ways of managing and supporting people. This is an area where CFOs can play a vital role.

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4 Ways to Turn Your KPIs Into Strategic Assets

In the digital economy, businesses are finding new paths to success. That means the metrics used to measure and steer performance need to change too — but many companies are still wedded to old-school key performance indicators (KPIs) that don’t fully reflect the needs of today’s organizations.

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Gainsight PX Product Earns Multiple Awards From TrustRadius

The awards for Best Relationship, Best Value for Price, and Best Feature Set in the Product Analytics category were based entirely on feedback from Gainsight PX users San Francisco, California (February 2, 2023) Gainsight, the platform for Durable Growth™, announces that its Gainsight PX product has been named the winner of multiple awards from TrustRadius, a leader in enterprise software reviews. In its Winter 2023 Best Of competition, TrustRadius honored Gainsight PX with awards for Best Relationship, Best Value for Price, and Best Feature Set in the Product Analytics category. The award winners were determined by product reviews submitted to TrustRadius via its website between July and December, 2022. Gainsight PX allows product and customer success teams to create more value for customers directly within digital products through personalized in-app engagements and product analytics. When combined with other Gainsight products, PX users can drive more product adoption and customer retention in a scalable way.  “The awards recognize our strategic investments in a unique set of features that give our clients instant insight into their product adoption and user feedback,” said Caitlin Quinlan, GM of Gainsight PX. “Focusing on product experiences aligns companies’ product roadmap with customer needs and delivers desired […]

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Gainsight had a mission to be Glassdoor’s top place to work. Here’s how it succeeded.

It's a moment that Gainsight has been working toward for years. In 2017, the company set an internal goal to become the top company on annual Glassdoor's list, which is based on employee reviews. Gainsight offered employees a remote-first workplace even before the pandemic, but it takes more than that to build a company's culture.

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Gainsight and Productboard Partnership Puts Customers at the Center of All Product Decisions

The new bi-directional integration provides a feedback loop between customer success and product teams, making it easier to collaborate and improve customer experience. San Francisco, January 24th, 2023 –Gainsight, the platform for Durable Growth™, and  Productboard, the leader in product management software, and today announced a bi-directional integration between Gainsight CS and Productboard that helps Product and Customer Success teams collaborate to drive customer satisfaction and guide roadmap strategy. With this integration, Customer Success teams can send customer product feedback from Gainsight directly into Productboard and track their customer product requests throughout the entire lifecycle. This orchestrated effort across functions creates unparalleled customer experiences, resulting in higher retention rates and powers organizational growth. “There’s often misalignment between Customer Success and Product teams. The two functions tend to be siloed, separated by conflicting priorities and miscommunication,” said Dave Killeen, Vice President of Product at Productboard. “With this new integration, we’re bridging that gap between Customer Success and Product and giving them the tools they need to work in lockstep to deliver the features and enhancements that promote customer retention and adoption.”  “In today’s economy, efficient growth is the North Star for all businesses. Customer Success and Product teams must work together […]

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Gainsight Release Showcases Simplicity and Digital Customer Success

At Evolve, its quarterly product event, Gainsight unveiled platform enhancements that help companies streamline work and digitally scale customer engagement San Francisco, California (January 18, 2023) Gainsight , the platform for Durable Growth™, celebrated its Evolve product conference today with the launch of new tools for SaaS companies striving to maintain growth despite challenging economic conditions. “We know our customers’ resources may be limited right now, which is why our product development has been focused on delivering tools that make SaaS companies more productive,” said Nick Mehta, CEO of Gainsight. “If we can help our customers be more efficient while strengthening their customer relationships, they can continue to grow durable businesses.” Gainsight’s products have always been geared toward helping SaaS companies deliver successful customer outcomes. Today’s product enhancements build on this by making the platform even easier to use while offering new tools to help SaaS companies scale faster. New digital tools help Gainsight users scale coverage to include all customers New tools help Gainsight customers create more active communities by providing their customers with a single digital destination for self-service access to content, support, documentation, and more. New community personalization capabilities enable businesses to segment community members for more […]

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Meta, Apple and Zoom Are No Longer Ranked Among the Best Places to Work

Glassdoor released its annual ranking of the best employers to work for in the U.S., and several major tech companies fell out of the top 100.

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S.F. firm rated best place to work, beats out several Bay Area companies

The site on Monday released its top 100 list of “Best Places to Work in 2023” and nearly one-third of the employers were headquartered in the Bay Area, including the top-rated company, Gainsight, a software firm based near Fisherman’s Wharf.

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If You’re Looking for a Job, Check Out These Companies

Glassdoor, a website where current and former employees review their companies, created a list of the top companies, according to those reviews. The winners, in order, along with quotes from reviews are:

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Gainsight claims top spot in rankings for best places to work

Glassdoor's annual list, which is based on employee reviews saw several large Silicon Valley companies drop in the rankings, while others climbed a few spots.

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Glassdoor’s 2023 results are in, and it doesn’t look great for international finance. Not one major global bank made any of the «best places to work» rankings.

Glassdoor is one of those sites and apps you turn to in quiet moments or not-so-quiet moments – and usually during a pique of work-related frustration.

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Here are the top places to work, according to their employees

Some of the best places to work in the U.S. include software firm Gainsight, cloud storage company Box and mental health services provider Telemynd, according to those who work there.

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These are the best 23 places to work in 2023, according to employee ratings

For the 15th year in a row, Glassdoor has named the 100 Best Places to Work in America. The recruiting platform requires at least 75 reviews and a minimum of 1,000 employees for large companies to qualify for the Employees’ Choice Awards. Former and current employees can rate their company on a scale of 1 to 5, with Glassdoor reporting the average employer rating is 3.7. Here’s more about the annual employer report, and some of this year’s highlights.

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The 10 best U.S. places to work in 2023, according to Glassdoor

Some “green flags” remain unchanged — people will always seek out jobs with fair salaries, tolerable co-workers and low quitting rates — but other benefits, including flexible work environments and employee mental health resources, have become more salient.

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The 20 top employers to work for, according to US employees

2022 was a great year for US workers given the strong jobs market, with millions of monthly job openings and millions of hires. The year also saw various workplace trends, like the continued popularity of remote work, people setting boundaries with what has been noted as quiet quitting, and the ongoing Great Resignation.

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Meta and Apple Fall Off Glassdoor’s List of Best Places to Work

Glassdoor’s list of 100 best places to work in 2023 is dominated by tech companies, but this year two regular winners didn’t make the cut: Apple and Meta.

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The 100 best places to work in 2023, according to Glassdoor

Gainsight, a software company, takes the No. 1 spot while Meta has fallen off the list completely

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Glassdoor’s best cybersecurity companies for job hunters in 2023

Tech companies dominate the 100 companies included on Best Places to Work 2023, comprising 41% of the list. Ten of the top 15 highest-rated companies are from tech. They include Gainsight, Box, Nvidia, MathWorks, Google, ServiceNow, HubSpot, Microsoft, Adobe, and CrowdStrike.

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The ‘best places to work’ in America are dominated by tech companies — but these three Silicon Valley giants did not make the list

Software company Gainsight ranked first (scoring 4.7 out of 5) for the best company to work for, followed by cloud-storage company Box (4.6), consulting company Bain & Company (4.6), McKinsey & Company (4.6), graphic-cards company Nvidia (4.6) NVDA, -0.95%, mathematical computer-software company MathWorks (4.6), Boston Consulting Group (4.6) and Google parent Alphabet GOOGL, 2.38% (4.6).

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Here are the top places to work, according to their employees

Some of the best places to work in the U.S. include software firm Gainsight, cloud storage company Box and mental health services provider Telemynd, according to those who work there.

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Best places to work in 2023, according to Glassdoor: Tech still king of the list

Gainsight, a venture-backed tech firm that helps companies drive durable growth, has landed the top spot on Glassdoor's Best Places to Work in 2023 list.

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This Obscure SF Company Is the Nation’s Best Place To Work in 2023

“The company has recognized that if we provide our workforce with balance, opportunities to grow and platforms to recognize each other, they reward us with their best possible contributions to our goals,” a Gainsight spokesperson said. “We believe you can win in business while being human-first, and this award is a validation of that mission.”

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Gainsight Earns #1 Spot on Glassdoor’s Best Places to Work List for 2023

San Francisco, California (January 11th, 2023) Gainsight, the platform for Durable Growth™, has placed first overall on the Glassdoor Best Places to Work list for 2023. An Employees’ Choice Award, Glassdoor’s list is based solely on the input of employees who voluntarily provide anonymous feedback by completing a company review about their job, work environment and employer on Glassdoor. Gainsight has over 400 reviews on Glassdoor and a 4.8 rating overall. Ninety-nine percent of the reviewers approve of CEO Nick Mehta and 96% would recommend Gainsight to a friend. “I’d normally say ‘I’m humbled to…’ but being real, this is freaking awesome,” said Mehta. It’s awesome because it’s a sign of the dedication and belief our 1200+ Gainsters have in Human-First Business. I couldn’t be more grateful to work with these incredible humans.” Gainsight’s human-first approach is reflected in its value statements. This mindset, along with numerous programs and opportunities designed to foster employee health and growth, have helped Gainsight earn the trust and confidence of team members in the U.S., Europe, Canada, India, Israel, and Japan.  “Gainsight’s purpose is to be a human-first company and they actually mean it – starting with Nick, the CEO, and trickling down to […]

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Gainsight Continues Strong Momentum in Q3 Amid Market Uncertainty

B2B companies looking to drive durable growth in a bumpy economy are rapidly adopting customer, product, and community-focused solutions from Gainsight San Francisco, California (December 15, 2022) Gainsight, the platform for Durable Growth™, continued its momentum in Q3 of its fiscal year, which was completed October 31st. For the quarter, Gainsight exceeded multiple performance targets while landing high-profile customers, enhancing products, expanding awareness in Europe and Asia, and growing its Gainsight Administrator certification program.  Interest in Gainsight’s customer, product, and community-focused products is being fueled by intensifying demand among B2B companies to increase Net Revenue Retention, account expansion, and product adoption among their existing customer base. Following are some of the highlights from Gainsight’s third quarter: Customer Growth Overall, Gainsight saw strong customer-related momentum, with the most notable being in its Essentials product line. Since their launch in March, over 100 companies, including Calendly, Chewy, Dialpad, Glean, Olive Technologies, Salsify, and Turvo have purchased Essentials or Essentials Plus, which are easier-to-buy, easier-to-implement, and easier-to-use versions of Gainsight’s Customer Success product and deliver value in as little as two weeks. And at least 30 of these companies switched over from other solutions to Gainsight Essentials. The company also added several recognizable […]

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Gainsight to Help Zoom Drive High-Value Customer Interactions at Scale

San Francisco, California (December 8, 2022) Gainsight announced today that Zoom Video Communications, Inc. has selected Gainsight to help the organization with both high-touch and long-tail Customer Success capabilities they need to achieve scale, improve retention, and increase visibility into customer data. Gainsight will help Zoom coordinate human and digital outreach in one integrated customer journey, providing Customer Success Managers, Renewal Managers, and Customer Success Admins with automated support and integrated workflows to help them increase retention at scale. Zoom is an industry-leading video communications platform that connects enterprises, small businesses, and individuals through video communications. As the company’s growth accelerated from 2018-2022, it became clear that Zoom needed a Customer Success solution with a deep set of capabilities that would allow them to scale and optimize for the future. The Gainsight Journey Orchestrator tool, in particular, was seen as an upgrade, delivering a blend of human and digital outreach at scale to deliver a high-quality communication experience for Zoom’s customers. “Customer success is no longer an option for the SaaS industry. As it continues to scale, Zoom is recognizing the need to align more closely with our customers’ goals and drive better success outcomes,” said Jim Mercer, Global Head […]

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Use customer health data to grow and forecast NRR

As many SaaS companies look to increase net revenue retention (NRR) to compensate for weak or declining sales, they may want to adopt and adapt this maxim to say: “Before we ask existing customers to renew or expand their subscriptions, we will pursue customer success (CS) strategies and activities (‘customer prep’) that help us avoid unpleasant surprises and increase the number of successful outcomes.”

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Report: 81% agree that positive digital product experience impacts business growth

According to a new study from Harvard Business Review Analytic Services and Gainsight, businesses increasingly rely on digital products as a capital efficient, durable growth strategy to overcome economic uncertainty.

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HBR Analytics Services Report in Association With Gainsight, Finds Product Experience Drives Durable Business Growth

93% of Survey Respondents Believe Product Teams Should Have Some Responsibility for Revenue Growth San Francisco, CA (December 5, 2022) Today, Harvard Business Review Analytics Services released a new report sponsored by Gainsight PX, the flagship product analytics and product engagement solution from Gainsight, the platform for Durable Growth™, which reveals that businesses increasingly rely on product-led success as a capital efficient, durable growth strategy to overcome economic uncertainty.  According to the report, a whopping 93% of survey respondents say product teams should have some responsibility for contributing to an organization’s revenue growth, 81% of respondents strongly agree that a strong digital product experience positively impacts business growth, and 76% of respondents’ organizations consider delivering an effective digital product experience an “extremely high” or “high” priority.  “Product-led growth is a key driver of revenue growth and cost reduction in most of the market-leading organizations we track,” explained respondent SC Moatti, founding managing partner of Mighty Capital. “It allows a company to generate revenue without having to hire an enterprise sales force—you can imagine the economies of scale this generates.” Despite awareness of the effectiveness of positive product experiences, companies face challenges in implementation and are seeking best practices to help […]

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企業成長のための新たなエンジン「カスタマーサクセス」 顧客の状態把握と成功体験のプランニングが鍵を握る

世界中でカスタマーサクセスを広め、顧客のビジネス成功を支援するゲインサイト。サブスクリプションなどのビジネスに不可欠といわれるカスタマーサクセスは、何を可能にし、どのような世界を切り開くのか? ゲインサイトが描く次代のビジネスのあり方を聞いた。

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Gainsight 絹村氏、元Sansan 山田氏が語る、カスタマーサクセス成功のための「6つのステップ」

 顧客の成功を目的に、ビジネスを成功に導く「カスタマーサクセス」が注目されている。そのプラットフォームを提供するのが、Gainsight社だ。同社が、今年8月米サンフランシスコで開催した『Pulse2022』では、「持続性ある成長戦略プレイブック:6つのステップ」が発表された。その内容をめぐっての、Gainsight日本法人代表の絹村悠氏と、『カスタマーサクセス実行戦略』(翔泳社)の著者でありsasket代表の山田ひさのり氏による対談を紹介する。

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More CFOs are ditching back-to-back video meetings to curb employee burnout

Employee burnout is real and can be heightened by inefficient work processes. And since hiring and retaining talent remains a top concern for CFOs, some are working toward curbing the stress levels of their team members—by also curbing daily video meetings.

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How to Create Healthy, Sustainable Growth for Your Early-Stage SaaS Businesses

Good news seems to be a scarce commodity for most SaaS companies these days, but it is still very possible to grow a healthy, durable-growth business. Here’s how to do it.

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Are product managers chief executives of their product? It depends.

It’s said that every company is now, at least partly, a software company, which is undoubtedly changing the IT landscape. As a result, product managers (PMs) have more opportunities and are more important than ever.

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Altares Dun & Bradstreet, Insider, Intelliflo, ReviewPro, and Typeform Win Gainsight Pulse Europe GameChanger Awards

The event drew over 1000 attendees as B2B companies prioritise technology that builds durable growth London (November 15, 2022) Gainsight, the platform for Durable Growth™, announced the successful completion of Pulse Europe 2022, the company’s annual conference that brings together some of Europe’s most highly recognisable B2B companies and leaders in customer success, product experience, and community. Gainsight’s first conference in Europe since before the pandemic, Pulse Europe included six tracks, 50+ breakout sessions, and dozens of speakers from companies such as Cloudflare, HashiCorp, HubSpot, LivePerson, Personio, PTC, Seismic, Siemens Industry Software GmbH, SoftwareAG, Splunk, and Workday. Held against the backdrop of global economic uncertainty, it was an opportunity for the B2B community to highlight how customer-, product- and community-focused solutions can drive Net Revenue Retention, product adoption, company efficiency, and durable growth. Pulse Europe also celebrated its 2022 Gamechanger Europe award winners. The Gamechanger awards recognise customers who never stop challenging the status quo in customer success and community. The winners were decided by a panel of judges based on their results and stories. The 2022 Gamechanger Europe awards include: Architect Award: Typeform earned the Architect award, which is given to the company that thinks outside the box when […]

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カスタマーサクセスを「企業文化」として根付かせ「成長エンジン」にするにはどうすべきか

「モノからコト消費へ」の転換とともに、非デジタルネイティブ企業でも重要性が増しているカスタマーサクセス。だが、明確な目的を持たず、専門チームを設けただけで「対策は済ませた」と安心している経営者も少なくない。重要なのは、顧客の変化に関する情報を全社員で共有し、カスタマーサクセスを「企業文化」として根付かせることである。

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Three business efficiency metrics every product manager must know

If you want your teams to get more efficient, then you need to start by ensuring you know what efficiency means for your business.

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Demand for Gainsight Essentials Skyrockets as More Startups and Growth-Stage Companies Focus on Durable Growth

Since their launch in March, over 100 companies have purchased Essentials and Essentials Plus, CS solutions that deliver value in as little as two weeks San Francisco, California (November 3, 2022) Gainsight, the platform for Durable Growth™, today announced several significant milestones as momentum for Gainsight Essentials continues to accelerate. Over 100 companies have purchased Essentials since it was launched in late March as an easier-to-buy, easier-to-implement, easier-to-use version of Gainsight’s industry-leading Customer Success platform. And at least 30 of these companies switched over from other solutions to Gainsight Essentials. Over the last few months, well-known brands such as Calendly, Chewy, Dialpad, Glean, Olive Technologies, Salsify, and Turvo have chosen Essentials to launch their customer success programs and build durable growth. Gainsight Essentials and Essentials Plus were purpose-built to help companies of any stage and size start and scale with Gainsight’s Customer Success platform in as little as two weeks. The average time to value for Essentials and Essentials Plus customers is four and eight weeks, respectively. Essentials and Essentials Plus customers can also participate in the Essentials Accelerator program which connects them to people, technology, and best practices via a series of bootcamps, office hours, and 1:1 mentorship alongside […]

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Will the Economic Downturn Spark a New and Better Era of SaaS?

If you’re my age (or older), you probably remember exactly where you were and how you felt when the last Great Recession hit in 2008. The fear. The uncertainty. The string of bankruptcies. The relentless checking of your investment accounts.

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The CFOs at a 160-year-old retailer and an emerging technology company talk about their approaches to modern KPIs

KPIs, or key performance indicators, measure how effectively a company is achieving key business goals. Right now all companies—whether they’ve been around for 100 years or are just emerging—are focusing on KPIs that reflect modern technologies.

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How Customer Success And Product Teams Can Lock Arms To Fuel Durable Growth

Kellie Capote is the Chief Customer Officer at Gainsight. She has spent the last 5 years involved in leading its success organization.

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「カスタマーサクセス」はマーケティングや営業をどう変えるのか Gainsight日本法人代表に聞く

カスタマーサクセスプラットフォームの草分け的存在であるGainsightが満を持して日本市場に本格進出。日本法人の代表を務める絹村悠氏が初めてメディアの単独取材に応じた。

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Do Companies Need Customer Success Teams? 10 Reasons Why the Answer Is Yes

I’ve always longed for an archnemesis. I know that may sound strange, but I’ve seen enough superhero movies to know that every great hero needs an antihero. We all know that Superman isn’t anything without Lex Luthor, and that Batman can’t quit the Joker.

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Great Place to Work® Names Gainsight One of the Fortune Best Workplaces for Women™ in 2022

San Francisco, California (October 10, 2022) Great Place to Work® and Fortune magazine have honored Gainsight as one of the 2022 Best Workplaces for Women. Earning a spot means that Gainsight is one of the best companies to work for in the USA.  To determine the Best Workplaces for Women, Great Place to Work analyzed the survey responses of over 640,000 women who work for Great Place to Work-Certified™ companies that employ at least 50 women. Companies must also have at least 20% of non-executive managers who are women, and at least one executive who’s a woman. In the Great Place to Work survey, 98% of Gainsight employees said Gainsight is a great place to work. This number is 41% higher than the average U.S. company. “We are so grateful for our dedicated teammates who have made us a part of this list,” said Carol Mahoney, Chief People Officer for Gainsight. “Our people make working at Gainsight a truly special experience every day. We celebrate and thank them for all they do to earn this incredible honor.” The Fortune Best Workplaces for Women list is highly competitive. It’s the only company culture award in America that selects winners based on […]

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Gainsight’s New Innovations Enable B2B SaaS Companies to Drive Durable Growth

At Evolve, the company’s quarterly product launch event, it announced enhancements to its Customer Success, Product Experience, and Community solutions San Francisco, California (October 6, 2022) Gainsight the platform for Durable Growth™ kicked off Evolve, its quarterly product launch event, today with major updates to its key product lines. Together, the updates help B2B SaaS companies of all sizes and verticals drive durable growth through customer success, product experience, and community-led business strategies. B2B SaaS companies are under more pressure than ever to articulate, implement and prove strategies that allow them to grow durably over the long term—not just over the next quarter or financial year, but consistently and efficiently, year after year. The most progressive among them are taking an integrated, three-pronged approach to solving this problem: 1) increasing NRR through customer renewals and expansions, 2) reducing CAC and driving adoption by implementing product-led growth strategies, and 3) growing market share and new logo wins by prioritizing community/customer advocacy. “Customer success, product experience, and community are the building blocks of durable growth,” said Karl Rumelhart, CPO and EVP at Gainsight. “With these strategies as the foundation of their businesses, B2B SaaS companies can sustain growth regardless of the market […]

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Customer success teams, it’s time to take credit for expansion revenue

Today’s CS orgs play a key role in creating additional revenue through upsells and expansion, especially at SaaS companies. This is a huge change from when pipeline was purely the marketing or sales team’s domain.

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Fortune Best Workplaces for Women™ 2022

Fortune Best Workplaces for Women™ 2022

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Why simplicity is crucial for SaaS businesses (and how to keep things simple)

Simplicity is undoubtedly worth fighting for — because once it gets away, many other things (including your customers) are likely to follow.

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Gainsight Gained Ground in Q2 2023 With Focus on Durable Growth Through Customer, Product, and Community-led Strategies

Highlights include new customers across product lines, a series of product updates, key management appointments, multiple office openings, and company awards San Francisco, California (September 22, 2022) Gainsight the platform to drive durable growth, completed another successful quarter on July 31st, the second in its 2023 fiscal year. The company’s focus on driving durable growth for its customers through customer-led, product-led and community-led strategies was instrumental in helping attract new customers across product lines, enhance its product suite, grow the team, expand geographically and earn industry recognition. “In the current market, Customer Success, Product, and Community professionals are more important than ever. As key drivers of durable growth, they’re helping their companies withstand market forces. We’re so inspired by what they’ve accomplished and the impact they are having on the SaaS world,” said Nick Mehta, CEO of Gainsight. Gainsight’s Q2 2023 highlights included: Accelerated Employee Growth Worldwide Gainsight added 145 people in Q2 which represents an 8% increase in employee headcount. The appointments spanned departments and regions and were highlighted by the hiring of Haruka Kinumura as Country Manager of Gainsight Japan. The company now has over 1200 employees worldwide. New Offices in the US and Internationally Gainsight expanded its […]

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To build a durable SaaS business, rethink your product roadmap

During a tech downturn, with enterprises cutting their subscription software budgets and VC funding drying up, SaaS businesses are increasingly shifting their strategic focus from growth to resilience. 

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In economic downturn, adopt durable growth for better customer experience

The priorities that customer success teams live and breathe every day are changing because of the economy. Are you ready to adapt and invest in customers?

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6 Reasons why Community is the most important part of your product

Your biggest value proposition comes from the people who evangelize your product.

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As cost-cutting kicks in, here are the benefits employers are protecting—and the ones they are axing

In an economic downturn, experts share how companies are addressing employee benefits.

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Gainsight Pulse 2022: Geoffrey Moore’s maturity model for customer success

Tech industry icon Geoffrey Moore gives his take on the increasingly strategic role of the customer success function at Gainsight’s Pulse 2022 conference.

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How to make CX less ‘squishy’ and more data-driven

The best CX is informed by data. It’s one of the hard truths learned from years in sales and customer experience.

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Growth product managers will be your most important hire this year

During uncertain times, businesses have a common playbook. First, they implement a hiring freeze, then they go looking for other ways to cut costs and boost efficiency in order to survive. But there’s another potential path forward: product-led growth (PLG), which enables SaaS companies to efficiently chart a course for durable growth instead of simply hunkering down.

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Gainsight launches platform updates to boost customer success

Gainsight found that churn reduction and product adoption were top priorities for over 80% of respondents in a recent study.

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ADP, Dealerware, Druva, Inovalon, Okta, Seismic, and Zapier Win Gainsight’s 2022 GameChanger Awards

San Francisco, California (August 19, 2022) Gainsight announced the winners of its 2022 GameChanger awards at Pulse, the company’s annual customer conference in San Francisco. Seven companies and over a dozen individuals representing some of the biggest names in the SaaS industry were recognized by Gainsight for their ability to “change the game” of customer success and experience over the past year. The GameChanger Awards are designed to celebrate the Gainsight customers that never stop challenging the status quo when it comes to customer success and experience. All Gainsight customers were eligible to apply for the 2022 awards. The winners were decided by a panel of judges based on their quantitative and qualitative results/stories. The winners Transformation Leader Award: Dealerware’s EVP of Operations Melissa Terrell won the Transformation Leader award, which is given to a person who has driven material change in their organization by transforming customer success and product experience into a key driver of growth by leveraging Gainsight. Visionary Award: Seismic won the Visionary award, given to an organization that has mastered using 360 views, scorecards and advanced reporting to shift their teams from a reactive to a more proactive approach. Challenger Award: Okta earned the Challenger award, […]

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Gainsight Announces New Capabilities That Enable Businesses To Build Efficient, Durable Growth

New tools enable digital-led customer collaboration, customer-centric product innovation, and AI-optimized customer management San Francisco, California (August 18, 2022) Gainsight announced a breadth of new capabilities to help companies put customers at the center of their operations, improve Net Revenue Retention (NRR) and drive durable growth. The capabilities enable companies to execute digital-led customer collaboration, use AI to optimize their customer management, and define product roadmaps that drive customer outcomes. The announcements were made at Pulse, the company’s annual customer conference which is being held in person and broadcast live from Moscone Center in San Francisco. Along with the product announcement, Gainsight also launched The Durable Growth Playbook. The playbook consists of best practices to help businesses emerge stronger during the current wave of economic turmoil that has hit the technology sector. Digital-led Customer Collaboration The capabilities announced in this category enable companies to digitally engage with their customers at scale across a breadth of resources that include community content, product documentation, success planning, adoption trends, and much more. Highlights of this category include: Nucleus: Nucleus is designed to bring together all Customer Content, product feedback/ideation, and other customer-facing capabilities across all of Gainsight’s product lines (CS, PX, Digital Hub) […]

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Why KPIs and value engineering play a growing role in customer success

The current state of the art in the practice of customer success is the use of value engineering to quantify KPIs that measure successful outcomes.

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How SaaS “growth at all costs” costs us all

I believe there’s no way to win in a “growth at all costs” bubble. If you play the game, you destroy your future. If you sit on the sidelines, you look like time has passed you by.

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Gainsight Partners with Product School to Offer Product-Led Growth Micro-Certification Course

Free course covers PLG essentials with hands-on experience powered by Gainsight PX San Francisco, California (August 4, 2022) Gainsight has partnered with Product School, the global leader in Product Management Training, to offer an online course and micro-certification in Product-led Growth (PLG). The free course has been designed for Product Management professionals who want to play a more strategic role in driving growth for their companies and enhance their PLG skill sets. PLG has changed the game for SaaS vendors that are looking to transition into a more durable growth strategy. Product-led growth companies are now growing at a rate that is 2x faster than traditional SaaS companies—yet it is still very aspirational for most businesses. Thus, the future success of many organizations will rely on product organizations more than ever. This will require product teams to not only lead in product development, but in driving cross-functional business outcomes that put the product at the center of the customer experience, from acquisition to expansion. This new responsibility will require product leaders to attain new skills and develop a new way of thinking. Gainsight and Product School have partnered to create a self-paced learning course on how to apply PLG strategies […]

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Taking A Lifecyle Approach To Customer Value Management

Aligning Product, Marketing, Sales, and Success to expand revenues and margins.

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The Best Indicator of SaaS Success? Durable Growth, Says Gainsight CEO

SaaS leaders must focus on customer-, product- and community-led strategies to build durable growth.

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Two Interview Questions Every Product Manager Must Prepare For

They say the hardest part about Harvard is getting in. The same thing is true of Google, McKinsey, and other storied employers: If you can outlast the gauntlet of gotcha questions and “why-are-manhole-covers-round” brainteasers, you’ll almost certainly get an offer.

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Gainsight and Ecosystems Partner to Create Value-Based Customer Success Platform

Combined Offering Is Designed to Drive Durable and Predictable Growth in Renewal-Based Businesses San Francisco, California (July 25, 2022) Gainsight and Ecosystems announce a commercial partnership to offer the first-ever fully integrated value management-customer success platform. Customers using the combined solution can now monitor and direct customer health based on both internal and customer-based inputs simultaneously. The companies established an initial integration in May 2020 empowering buyers and sellers to compare the value promised in sales with the value actually delivered in customer success. Based on this success, new joint development has deepened the integration of Ecosystems with Gainsight components, including alerts, step-by-step playbooks, and the customer health scoring framework – furthering the ability to use quantified customer value as a proactive driver of customer success actions. The combined solution allows for simultaneous execution of internal customer success plans and external customer-led value reviews in a seamless fashion. “As a customer of both Ecosystems and Gainsight, I am thrilled by this announcement as both companies take this step towards deeper integration. We believe the combined capabilities of Ecosystems and Gainsight will allow us to efficiently scale value conversations across all of our customers,” said Tammi Warfield, Chief Customer Officer at […]

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Gainsight opens new office in Hyd

Gainsight has moved to a new premises in Hyderabad, as demand for its customer success, product experience, and community products has grown.

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Two Common Mistakes Made by CPOs and How You Can Avoid Them

Given these juggling acts, it’s unsurprising that CPOs commit all manner of mistakes. Some are small, some are large, but the most worrisome are those you don’t even recognize as mistakes.

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Five Steps For SaaS Companies To Build A Successful Product-Led Growth Model

Learn the most important steps for Product-Led Growth from Mickey Alon.

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Why Human-Led And Digital-Led CS Are Not At Odds

Kellie Capote discusses why human-led and digital-led customer success strategies are better together.

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The Growth of Customer Success: An Interview with Nick Mehta

Nick Mehta, CEO of Gainsight, talks with Diginomica about the evolution of customer success in an XaaS world and where it’s headed next.

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CEOs: It’s Time to Double Down on Your Customers

The new status quo: durable, efficient growth driven by metrics such as net retention rate (NRR), customer acquisition cost (CAC), and free cash flow (FCF) margins.

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When Should a Salesperson Fire a Customer?

Bad customers aren’t worth the revenue. Here’s how to part ways on good terms.

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Gainsight Closes Q1 With Record Growth and Acceleration of Its New Community Solution

Community platform and Gainsight SMB sales break records as customer success, product experience, and community drive durable growth despite market headwinds San Francisco, California (July 5, 2022) Gainsight announced the close of its first fiscal quarter of FY2023, during which the company expanded its customer base across its three products, launched its new Essentials offering, released foundational research on the trends in product-led growth adoption and the state of customer success, and added several new enhancements across its customer success and product experience products. “The market has been a true rollercoaster this quarter, but product-led growth and net revenue retention have a very high correlation to durable success regardless of these ups and downs,” said Nick Mehta, CEO of Gainsight. “It’s clear that our products are offering the right benefits at the right time for companies of all sizes.” Gainsight’s fiscal first quarter 2023 highlights included: Record Growth Quarter of InSided, the Gainsight Community Offering Gainsight recently acquired InSided, a leading self-service community platform for companies like Gong, Miro, and Looker, to drive product adoption, increase retention and build lasting customer advocacy. The market validated this move as the platform saw record growth with its best quarter in its history […]

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The Five Phases of SaaS Product Management

Many companies still operate like “feature factories” today, where the core mission of the product organization is to “ship” a release every 18 months or so. No company should stay in this phase for long.

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Six Customer Experience Terms Every CEO Should Know

A new op-ed from Scott Salkin on CX Buzz.

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4 Real-World Customer Journey Map Examples

Real-world examples of customer journey maps in action can help brands understand how customers feel amid the buying process and benefit customer relationships moving forward.

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Why the SaaS Downturn Will Accelerate Product-Led Growth

Stats indicate that entrepreneurs are jumping in to surf this giant SaaS wave worth over 171.9 Billion Dollars in 2022. But what are the real cost of developing a SaaS company today.

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What the SaaS Collapse Means for Every Leader

What your team needs to do to get through the rocky months ahead.

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Why Bridging the SaaS User-Buyer Divide Is Key to Improving Customer Retention

No company is immune to emerging dichotomies between different customer stakeholders or segments. Scott Salkin tells you how to navigate them.

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Gainsight’s Carol Mahoney on What It’s Like to Work at a Human-First Company

“Every day I try to keep a high kindness bar for myself. It’s easy to slip and I’m not perfect ” she says. “But just a little kindness goes so far, and costs so little.”

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5 Product Analyses That Put Customers at the Center of Your PLG Strategy

Product-led growth is a go-to-market (GTM) approach that transforms the way we design products and deliver them to market.

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How Netflix Can Avoid Blockbustering Itself

If Netflix focuses on the core pillars of subscriptions (customer focus, continuous innovation and big data), it can return to its ascendant status.

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Gainsight Expands Further Into Asia-Pacific with Japan Cloud Partnership

The company already has significant traction in Japan where interest in customer success is on the rise  San Francisco, California (May 23, 2022) Gainsight announces a partnership with Japan Cloud, making it easier for companies in the Asia-Pacific region to adopt Gainsight customer success solutions, drive greater net revenue retention, expand accounts, and reduce churn. The partnership represents a full-scale entry into APAC, in response to the rise of new SaaS business models that have ignited the demand for customer success. Demand for Gainsight software has grown at an accelerated pace in recent years. The company had record revenue growth in its 2022 fiscal year which closed in January. It also expanded its customer base, completed a strategic acquisition of community platform inSided, grew its employee count, and enhanced its products in FY’22, most notably with the launch of Gainsight Essentials, which simplifies and streamlines the adoption of Gainsight CS for companies of all sizes.  APAC represents significant growth potential for Gainsight, which has been selling internationally for several years and has multiple customers in the region. “Sansan was among Japan’s first companies to apply customer success to maximize long-term value for its users. Partnering with Gainsight helps us digitally […]

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Report: 91% of SaaS companies plan to increase their PLG investment

According to a new report by Gainsight and RevOps Squared, SaaS companies are clearly gravitating to product-led growth (PLG), a go-to-market strategy that transforms the way products are designed and delivered.

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Report: SaaS Companies Are Doubling Down on Product-Led Growth

58% of companies surveyed in Gainsight’s 2022 PLG Index already have a product-led growth strategy in place, and 47% plan to double their investment.

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SaaS Companies Are Doubling-Down on Product-led Growth

58% of companies surveyed by Gainsight for its 2022 PLG Index already have a product-led growth strategy in place, and 47% plan to double their investment. San Francisco, California (May 17th, 2022) Gainsight has published its 2022 Product-Led Growth Index, a comprehensive report detailing the current status, defining metrics, and tools used by SaaS-based subscription businesses pursuing product-led growth (PLG). Along with RevOps Squared, a benchmarking research firm, Gainsight surveyed over 600 companies of various sizes, with varying annual contract values and across multiple industries. The report can be downloaded here.  PLG is a go-to-market strategy that transforms the way products are designed and delivered. This strategy puts the product at the forefront of the customer journey to drive acquisition, conversion, adoption, retention, and expansion. PLG achieves these objectives by leveraging product usage data to deliver immersive product experiences at scale. Subscription-based SaaS businesses, which need to align their products to their customers’ needs at every stage of the customer journey, are a natural candidate for PLG strategies.  While a relatively nascent concept, SaaS businesses clearly are gravitating to PLG, as evidenced by the Gainsight report. For example, a PLG motion already exists in 58% of surveyed companies. Meanwhile, 91% […]

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Customer Success Operations: The Hottest Career in the Customer Service Space

Simply put, you can’t achieve peak growth without a CS Operations team.

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Gainsight CEO Nick Mehta on the evolution of customer success and where it dovetails with CX

About a month ago, Gainsight released a study that showed 95 percent of businesses have set up a dedicated customer success function. Nick Mehta’s mission is to make sure those teams make as big of an impact as possible.

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How Customer Success Can Help SaaS Companies Improve their NRR

Subscription-based SaaS companies are focusing on customer retention and expansion as a new, more durable revenue stream in the face of market uncertainty and increased earnings diligence.

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5 Reasons High Inflation Makes Customer-Centricity More Important Than Ever

You may have some tough asks to make of your most important customers. How well they respond depends on how much trust you’ve earned.

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6 Steps to Launching Your Customer Health Dashboard

Customer health dashboards are one of the critical keys to durable revenue growth. At its heart, a good dashboard can summarize tens or hundreds or even thousands of metrics on customer experience into one simple, impactful snapshot of sentiment and behavior.

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6 Steps to Launching Your Customer Health Dashboard

Customer health dashboards are one of the critical keys to durable revenue growth. At its heart, a good dashboard can summarize tens or hundreds or even thousands of metrics on customer experience into one simple, impactful snapshot of sentiment and behavior.

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5 Ways Chief Customer Officers Can Drive Net Revenue Retention

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world.

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Gainsight Study Finds Investing in Customer Success Operations Supports Revenue Gains

More companies see customer success initiatives as a growth driver versus just a way to reduce churn, according to findings from Gainsight.

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Rethinking “Business Agility” — Now It’s All About an End-to-End Focus on Business Outcomes

In this report, a conversation with a global CIO of a multi-billion dollar manufacturing firm causes us to rethink “business agility” — and is backed up by conversations with Make, EasyVista, and Gainsight.

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Report: 95% of businesses have a customer success function

Gainsight, in partnership with benchmarking research firm RevOps Squared, has completed a study on the strategies and benefits of customer success programs within high-growth companies.

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Customer Success Has Officially Reached Critical Mass: The CS Index Report From Gainsight Shows 95% of Companies Have a Dedicated Customer Success Function

Churn reduction and product adoption were top priorities indicated by 83% and 81% of respondents, respectively. San Francisco, California (March 30th, 2022) Gainsight, in partnership with benchmarking research firm RevOps Squared, has completed a study on the strategies and benefits of Customer Success programs within high-growth companies. The resulting report yields several insights on the contribution of Customer Success, most notably that companies that reported the highest Net Revenue Retention Rates (NRR) also reported investing 10% of revenue in their Customer Success Management (CSM) and Customer Success Operations (CSOps) teams. The complete Gainsight Customer Success Index can be found here. Gainsight embarked on the study with the goal of understanding the current state of Customer Success programs, including what executives are focusing on in 2022, the challenges they face, and how they are scaling their Customer Success operations. Over 350 companies across a wide range of size, industry segments and geographies participated in the research, from which multiple significant trends emerged: Customer Success is well-defined or present in 95% of companies Whether they are newly formed or well-established operations, B2B companies of all sizes are prioritizing customer success.  Strategic, data-driven investments make a huge difference to the bottom line Companies […]

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How to Build a Customer Service Operation from Scratch

From evaluating existing processes to tracking metrics improving visibility – 6 steps to building a customer service operation, by Gainsight’s Scott Salkin

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Top MarTech News From the Week of March 11th

Freshworks Reveals Details on a New Tiered Partner Program Freshworks has announced the launch of an “enhanced partner program,” which will build on its marketing and lead generation efforts to make it even easier for companies to partner with Freshworks and add value to joint customers. Additions to the partner program include a new certification framework for systems integrators, dedicated in-region resources for “Preferred” partners, and an updated relationship management system to offer deeper visibility into pipeline, commissions, deal registrations, marketing assets, market development funds, and more. Gainsight Expands its Customer Success Solution with Two New Packages Earlier this week, Gainsight announced the launch of Gainsight Essentials, which features two new packages for its flagship Gainsight CS solution. With these new packages—Essentials and Essentials Plus—Gainsight simplifies the buyer experience and accelerates the time to value with updates that make its platform easier to buy, implement, use, administer, and grow. Alongside the launch of Essentials and Essentials Plus, Gainsight also announced new enhancements for its CS and PX products, including Customer Success Qualified Leads (CSQLs) capabilities, a new engagement editor for Gainsight PX, integrations with Zoom and Gong, and more. The announcements came at Evolve, the company’s quarterly product launch event. […]

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Gainsight Launches Essentials And Essentials Plus

Start and scale Customer Success in as little as 2 weeks with new Gainsight offering Gainsight announced the launch of Gainsight Essentials, featuring two new packages for its flagship Gainsight CS product to drive Customer Success. The packages – Essentials and Essentials Plus – are purpose-built to help companies of any stage and size start and scale with the industry’s leading Customer Success Platform in as little as two weeks. The announcement came today at Evolve, the company’s quarterly product launch event for Customer Success and Product Management professionals, where Gainsight also showcased several powerful new enhancements to its Gainsight CS and PX products. Marketing Technology News: BoredHumans.com Launches Free AI-Powered Domain Name Appraisals Over the last several years, Gainsight has simplified and redesigned more than 80% of the user interface for its industry-leading CS platform. With today’s launch of Essentials, the company is doubling-down on its focus to simplify their buyers’ experience and accelerate their time to value by making Gainsight: Easier to Buy: Simpler and more affordable packages that include all the crucial tools to get companies started on their Customer Success journey. Easier to Implement: The pre-built integrations that come with these packages enable businesses to get started in as little as two weeks. Easier to Use: An […]

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Gainsight’s CDP promises a faster, easier, affordable path to customer success

Digital customer interactions are increasing at the same time that customer data management is growing more complex due to security, privacy and data governance constraints. This is underscoring the importance of customer data platforms (CDPs) in supporting enterprise growth. Companies are increasingly implementing CDPs to improve customer experiences because the platforms are typically more strategic than existing customer relationship management (CRM) systems in their engagement, analysis and personalization. According to a research report from MarketsandMarkets, the CDP platform market will be worth $15.3 billion by 2026, up from $3.5 billion in 2021 – representing a 34.6% compound annual growth rate (CAGR). Similarly, a global report by London Research found that 51% of companies are already using a CDP and that 35% planned to in the near future. Most of the dominant tech companies – Salesforce, Adobe, Microsoft, Oracle, SAP – are already in the CDP arena in one way or another, and other top and quickly emerging players include Zeotap, Tealium, Leadspace, mParticle, Segment, Totango and Treasure Data. The latter company is backed by a recent $234 million data round that it describes as the largest-ever for a CDP. Focusing on customer success Gainsight, which has dedicated itself to defining “customer success” as […]

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Net retention and customer success: Gainsight CEO Nick Mehta on winning at SaaS

A software leader shares his view of the growing importance of two key factors to creating value in the sector. Two decades into the birth of software-as-a-service (SaaS), the sector is only heating up with increasing intensity. Adoption of SaaS was well underway long before the pandemic magnified the need for cloud-based ways of working and digitizing workstreams. But navigating and deriving actual value from the ever-expanding constellation of digital products available can be a struggle. This is where the tech company Gainsight seeks to help. The San Francisco-based software company helps SaaS companies optimize revenue with a platform that provides clearer views of net revenue retention—that key metric of SaaS company success—and the factors that drive it. Gainsight CEO Nick Mehta is a SaaS veteran, having sold his email archiving start-up LiveOffice to Symantec in 2011 for $115 million. He spoke recently with Paul Roche, a senior partner who leads McKinsey’s Software practice, and Sid Tandon, a partner who heads up the firm’s software value creation work. Their edited conversation appears below. McKinsey: Nick, thank you so much for joining us today. One of the things that we found in our recent research on SaaS value creation is that […]

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Gainsight Continues Acceleration with Record ARR Growth in FY’22

The company hit multiple major milestones, enhanced its PX functionality, and made a strategic community platform acquisition, all while adding large enterprise accounts San Francisco, California (March 17, 2022) Gainsight announced the completion of its 2022 fiscal year, during which the company exceeded its growth expectations, expanded its customer base, completed a strategic acquisition, grew its employee count, and enhanced its products, among other notable achievements.  “Our customer and product communities are growing like never before,” said Nick Mehta, CEO of Gainsight. “I’m more fired up than ever by the direction of our industry, and how the ideas of customer-led, product-led, and community-led growth are transforming the ways companies grow.” Gainsight’s fiscal year 2022 highlights included: Large Enterprise Customer Growth Across Industries Gainsight continued to grow its share of the Customer Success and Product Experience markets with multiple large enterprise wins, including its largest Product Experience deal ever. Gainsight’s customer base now includes nearly 200 public companies. New and notable customers include Refinitiv, HMH, Trend Micro, and Powerschool. Gainsight CS and PX Products Deliver More Opportunities For Companies To Drive Durable, Consistent, Customer-Led and Product-Led Growth  Gainsight CS – Gainsight made CS easier to use by redesigning several areas of […]

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Gainsight Launches Essentials And Essentials Plus

Start and scale Customer Success in as little as 2 weeks with new Gainsight offering San Francisco, California (March 8, 2022) Gainsight today announced the launch of Gainsight Essentials, featuring two new packages for its flagship Gainsight CS product to drive Customer Success. The packages – Essentials and Essentials Plus – are purpose-built to help companies of any stage and size start and scale with the industry’s leading Customer Success Platform in as little as two weeks. The announcement came today at Evolve, the company’s quarterly product launch event for Customer Success and Product Management professionals, where Gainsight also showcased several powerful new enhancements to its Gainsight CS and PX products. Over the last several years, Gainsight has simplified and redesigned more than 80% of the user interface for its industry-leading CS platform. With today’s launch of Essentials, the company is doubling-down on its focus to simplify their buyers’ experience and accelerate their time to value by making Gainsight: Easier to Buy: Simpler and more affordable packages that include all the crucial tools to get companies started on their Customer Success journey. Easier to Implement: The pre-built integrations that come with these packages enable businesses to get started in as […]

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What Peloton Can Teach Us About Customer Success

It’s indisputable that Peloton—and other digital fitness companies like it—have changed the way millions of human beings exercise.

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10 Things Changing Now in the World of Customer Success with Gainsight CEO Nick Mehta

The definition of success will vary from business to business, from customer to customer. That said, customer success is evolving, and the importance of customer success continues to grow.

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Gainsight Acquires Community Software Leader inSided

Creates Only Solution to Leverage Community-led and Product-led Growth to Drive Net Revenue Retention at Scale San Francisco, Calif, — January 10, 2022 — Gainsight, the Customer Success company, announced today that it has signed a definitive agreement to acquire inSided, a privately held company based in Amsterdam, Netherlands. InSided is a leading Customer Success Community platform uniquely designed to leverage the power of communities to drive product engagement and adoption, increase retention, and build lasting customer relationships. The platform is used by hundreds of companies including Gainsight, Gong.io, ProductBoard, Hopin, Sprout Social and Zapier. The addition of inSided to Gainsight’s existing portfolio of products creates a market-leading solution that can connect a company’s digital products, customer-facing teams and client communities together across the entire customer journey. “Every technology company wants to increase Net Revenue Retention (NRR) – the number one driver of shareholder and enterprise value,” said Nick Mehta, CEO of Gainsight. “But achieving this in a scalable manner is the number one challenge executives face. In our research with clients, the top strategy they were using to scale was to leverage communities to bring users directly into the Customer Success process and to connect customers with their peers. We […]

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Gainsight Achieves 146% Bookings Plan, Wins Proddy Award for Product Targeted at $34B Digital Adoption Market

Company Experienced Strong Growth Across All Product Lines SAN FRANCISCO, Calif. — November 30, 2021 — Gainsight, the Customer Success company, today announced highlights from a record-breaking third quarter that ended in October 2021. The company’s third quarter financial results continued to build on its momentum from a record-breaking second quarter, resulting in 146% attainment against the third quarter bookings plan. Gainsight also won a couple awards, including the Proddy Award for its Gainsight PX product, a prestigious recognition honoring the world’s best digital products, in the category of User Adoption. “Delivering great product experiences and removing barriers to adoption is a foundational element of Customer Success,” said Gainsight CEO Nick Mehta. “It’s been very rewarding to see the Customer Success and Product community align their processes and technology even more closely to deliver great experiences and valuable outcomes to their customers, and in turn, contribute to scalable growth for their businesses.” Gainsight’s third quarter highlights for fiscal year 2022 included: Strong Growth Across All Product Lines Combined bookings growth from its Customer Success (CS) and Product Experience (PX) product lines exceeded expectations, with third quarter bookings ending at 146% of the plan. Notable customer wins, cross-sells and expansions spanned […]

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Gainsight PX Wins Coveted Proddy Award for Best User Adoption Solution

Recognition Honors Gainsight PX, a Solution That Helps Product Leaders Deliver Better Outcomes With Their Software SAN FRANCISCO, Calif. — November 18, 2021 — Gainsight, a leading customer success and product experience software solutions provider, today announced that its flagship product analytics and product engagement platform, Gainsight PX, won the Proddy Award in the category of User Adoption. The prestigious accolade solidifies Gainsight’s leadership as one the most complete product experience solutions among a competitive field of solutions that included staple providers such as Pendo, WalkMe and Appcues. Most product organizations are doubling down on their investments in technology that enables them to analyze product usage and user behavior. Savvier product organizations are coupling those product and user insights with in-app product engagement to simplify product onboarding and ongoing adoption of new capabilities, which, in turn, positively impacts customer acquisition and expansion. Gainsight PX delivers this next level of product experience capabilities. “This is a landmark stamp of category leadership from product teams across the globe that voted for Gainsight PX,” said Gainsight PX Founder and CTO Mickey Alon. “Product adoption is tied to customer value realization. Delivering immersive, data-driven product experiences is paramount to eliminating adoption barriers for technology […]

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Gainsight Unveils Horizon AI: Powering Smarter Customer Success Actions to Drive Higher Net Revenue Retention

SAN FRANCISCO, CA—November 09, 2021 — Gainsight, the Customer Success company, today announced the launch of Horizon AI at its Pulse for Product Conference. With this announcement, Gainsight becomes the only Customer Success platform that can apply the power of Artificial Intelligence (AI) to 8+ years of usage, engagement, activity, satisfaction and retention data from 1000+ companies, giving businesses the ability to take smarter Customer Success actions and to correlate the impact of Customer Success efforts to Net Revenue Retention (NRR).  “Investing in efforts that optimize each step of the customer journey is critical to delivering valuable customer outcomes and increasing NRR,” said Maksim Ovsyannikov, Executive Vice President of Products and Design at Gainsight. “But businesses struggle to do this at scale given the tremendous breadth of customer, product, sentiment, engagement, and retention data available to them. Horizon AI is a first of its kind artificial intelligence platform which helps businesses harness this breadth of data to optimize customer journey management and is available with all features that Gainsight customers use today.” Gainsight CX – Powered By Horizon AI CX Center is a module in Gainsight that combines data from a number of sources, such as surveys, customer emails and […]

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Gainsight Posts 50% Year-over-Year Bookings Growth, Surpasses 900 Employees

SAN FRANCISCO, CA—October 12, 2021 — Gainsight, the Customer Success company, today announced highlights from a record-breaking second quarter that ended in July 2021. The company’s second quarter financial results continued to build on its momentum from a record-breaking first quarter, resulting in 50% year-over-year bookings growth. Gainsight also revealed that it surpassed 900 employees as a result of accelerated hiring initiatives to support the strong growth trajectory of the company. “2021 is shaping up to be a year of incredible growth for the Customer Success and Product community,” said Gainsight CEO Nick Mehta. “Executive teams and boards across multiple industries are prioritizing investments to drive customer-led growth and product-led growth at an accelerated pace. I’m incredibly proud of how the Gainsight team is rising to meet the demands of the Customer Success and Product community not just in the form of software and tools, but with our human-first approach to training, mentorship, and career development for the community at large. Our results once again prove what we have always believed—that it is possible to win in business while being human first.” Gainsight’s second quarter highlights for fiscal year 2022 included: Strong Growth Across All Product Lines Combined bookings growth […]

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Gainsight Doubles Down on Growth With Two New Executive Appointments

SaaS Industry Veterans Bring Decades Of Experience In Scale-Stage Marketing and M&A San Francisco, CA – August 17, 2021 – Gainsight®, the Customer Success company, today announced two key executive hires. Monika Saha joins Gainsight as Chief Marketing Officer, and Loran Gutt joins Gainsight as Senior Vice President of Corporate Development and Strategy. Gartner’s 2021 Market Guide for Customer Success Management Platforms shows rapid growth in the number of enterprises and verticals adopting Customer Success solutions. The adoption of these solutions is, in turn, driving growth in business-critical outcomes achieved by these enterprises across churn reduction, product adoption, account expansion, and driving closer alignment between customer success, sales, and marketing. To capitalize on this increased market demand, Gainsight previously announced the appointment of seasoned executives Jeff Depa as CRO and Kellie Capote as CCO. In addition to investments in people, Gainsight has also invested in world-class technology and processes to drive predictable execution. In May of 2021, Gainsight announced 136% YoY bookings growth. With these two new appointments, Gainsight is doubling down on its intentions to ensure that its software powers Customer Success for every digitally-driven business in the world, and to accelerate business growth both organically and inorganically. “The […]

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Gainsight Kicks-Off 9th Annual Pulse Conference with Announcement of $2.5M Pulse Impact Fund to Expand Equal Access to Education and Career Opportunities in Customer Success

Partnerships with SV Academy, Insight Partners, Hire Heroes, and Mentorloop Significantly Expands Program Access [San Francisco, CA – June 9, 2021] – Gainsight, the Customer Success company, kicked off it’s 9th annual Pulse Conference today, welcoming more than 15,000 Customer Success and Product professionals from around the world for three days of virtual education and networking. The event features seven learning tracks, more than 50 sessions and over 100 industry-leading speakers and thought leaders from across the industry, as well as an interview with Emmy-nominated Writer, Producer, Actor, Director, and Best Selling Author Mindy Kaling, who joined Gainsight CEO Nick Mehta on the keynote stage. The day was highlighted by two live, in-person keynote sessions at August Hall in San Francisco, where Nick Mehta and Gainsight’s Chief of Staff and Senior Vice President of Community & Career Programs, Robin Merritt, announced the launch of Pulse Impact, expanding the company’s commitment to support equitable access and opportunities in Customer Success. The move formalizes a $2.5M industry-wide commitment for training and internships for underrepresented communities in tech through CS YOU, the outcome of a partnership with SV Academy and a second commitment by venture capital firm, Insight Partners.  “We set some lofty […]

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Gainsight Kicks Off 2021 With 136% YoY Bookings Growth; Announces Global Hiring Plan to Support Accelerating Customer Success Movement 

Company Grows Bookings 136% Year-Over Year; Accelerates Hiring Plan with Goal to Surpass 1,000 Employees Worldwide by the End of 2021  SAN FRANCISCO, CA—MAY 27, 2021 — Gainsight, the Customer Success company, today announced highlights from a record-breaking first quarter, which ended April 30th. The company’s latest financial results continued to build on its momentum from a record-breaking 2020 and streaked past its Q1 revenue targets. Gainsight also revealed aggressive hiring initiatives, including the addition of 148 new employees in Q1 alone; multiple executive promotions; and the official announcement of its annual Pulse Everywhere conference, June 9-11, 2021.  “From born-in-the-cloud startups to transformative Fortune 100 leaders, Customer Success has truly arrived as an organization-wide priority for businesses of every shape and size,” said Gainsight CEO Nick Mehta. “It’s no longer about the transition from customer support or account management to customer success management or buying tools to help automate CSM processes. Customer Success now carries the same significance as sales, marketing and product when it comes to the core of your growth engine. In fact, you can go a step further and say that Customer Success is the fabric that brings together every core function of a modern digital business.” […]

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Gainsight Announces Horizon Analytics

New Capabilities Simplify How Businesses Can Unify and Leverage Customer Data, Make it Easy to Put Powerful Customer Analytics into the Hands of Every Stakeholder SAN FRANCISCO, CA — April 8, 2021 — Gainsight, the Customer Success Company, today announced the launch of Horizon Analytics, delivering robust new reporting and analytics capabilities to its industry-leading Customer Success software platform. Horizon Analytics aims to help users uncover faster insights, inform better business decisions with accurate and relevant reporting, and improve retention and growth by driving company-wide customer-centricity.  As Customer Success continues to mature, everyone from CEOs to CSMs are leveraging more data points to optimize their operations, improve team performance, and measure their impact on Net Dollar Retention (NDR). Horizon Analytics helps businesses drive customer centricity, reduce churn and deliver better outcomes by delivering rich customer insights to teams and shareholders across the organization – from customer success and sales to marketing, product, engineering, key executives and board members. Customer Success used to be all about building the ship, hiring the crew, and sailing from shore. Now that they’ve set sail, the new focus is on optimizing the route and navigation toward the destination. Horizon Analytics provides that data to help […]

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Gainsight Delivers Record-Breaking Year, Surpassing $100 Million ARR as Momentum for Customer Success Movement Accelerates Worldwide

Partnership with Vista Equity Partners highlights a year in which Gainsight saw Customer Success and net dollar retention become mission-critical for businesses of all sizes, in all industries, around the world. SAN FRANCISCO, CA—MARCH 11, 2021 — Gainsight, the Customer Success Company, today announced highlights from a record-breaking fiscal year. The company’s momentum comes on the heels of a majority investment from Vista Equity Partners, a leading global investment firm for enterprise software, data and technology-enabled businesses. 2020 marked a year of significant growth for Gainsight as it surpassed $100 million in annual recurring revenue (ARR). The company achieved record-breaking bookings from around the globe as enterprises in SaaS, technology, manufacturing, healthcare, finance, and security, amongst others, expanded their focus on end-to-end customer-centricity and net dollar retention (NDR) as the core driver for business growth. “The transformative power of Customer Success vastly accelerated in what was a challenging year for many businesses,” said Gainsight CEO Nick Mehta. “In a digital-led world, where software sits at the core of what nearly every business already is, or is striving to become, growth, and in some cases survival, rests on their ability to deliver across the entire customer journey—from ensuring a great in-product […]

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Gainsight Announces Majority Investment from Vista Equity Partners

The Vista partnership will accelerate momentum of the Customer Success movement    San Francisco, CA – November 30, 2020 – Gainsight, the Customer Success company, today announced it has signed an agreement to receive a majority investment from Vista Equity Partners (“Vista”), a leading global investment firm focused on enterprise software, data and technology-enabled businesses.    Gainsight and Vista will partner to further accelerate the Customer Success movement and growth in the Customer Success profession. Recognized as the market and thought leader for Customer Success software, Gainsight empowers hundreds of customer-focused businesses to deliver positive outcomes and exceptional experiences to their customers every day by enabling enterprises to successfully on-board, retain and expand their customer base.    “We learned about Vista because many of their portfolio companies are Gainsight customers and we saw how they partner with leading enterprise software businesses to accelerate success,” said Nick Mehta, CEO of Gainsight. “Reaching unicorn status and working with Vista is validation of how far the Customer Success community has come over the last seven years and how important our work is to the growth and financial strength of some of the world’s leading businesses. I couldn’t be more excited to partner with […]

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Gainsight Welcomes New Chief Revenue Officer, Jeff Depa

[San Francisco, CA – October 19, 2020] – Gainsight, the Customer Success company, today announced the appointment of Jeff Depa as the company’s new Chief Revenue Officer. Depa is a seasoned enterprise sales leader with proven experience driving success for high-growth SaaS companies, such as Lucidworks, DataStax, Oracle, and Sun Microsystems, and will now lead Gainsight’s Sales organization.  “I’m thrilled to welcome Jeff as Gainsight’s new CRO. His experience leading and developing high-performing sales teams at top SaaS companies will be invaluable,” said Nick Mehta, CEO of Gainsight. “Gainsight has grown rapidly in the past couple of years, and under Jeff’s leadership, I’m confident we will be able to continue that acceleration. We have an incredible team that is paving the way for an exciting future for Gainsight, our customers, and our community.” Jeff has more than two decades of leadership experience across sales, marketing consulting, and systems engineering. He is known for building, scaling, and leading customer focused, high performance enterprise teams and driving profitable hyper-growth across cloud and SaaS, enterprise software, converged infrastructure, and professional services businesses. Prior to Gainsight, Jeff was the CRO at Lucidworks.  “Gainsight is at the forefront of Customer Success and Product Experience and […]

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Gainsight Horizon Experience Design System Now Available as Horizon Experience 4U

[San Francisco, CA – October 15, 2020] — Gainsight announced today at their Pulse for Product conference that it is making the company’s Horizon Experience design system available to the world as Horizon Experience 4U. Horizon Experience 4U will make it easier for product designers and engineers to use Gainsight’s inventory of components and use cases — optimized to reduce time to value and improve product adoption — in their own product experience efforts. Gainsight’s Horizon Experience was announced at Gainsight’s Pulse conference in May 2020 as a first of its kind product experience for customer success and product professionals. Since the announcement, over 80% of the Gainsight platform has been made available in the Horizon Experience, and the remaining Gainsight products will be complete in early 2021.  The Gainsight Horizon Experience is the company’s innovative design system built on the Gainsight NXT platform, allowing customers to integrate with the CRM of their choice for faster value, a stunning UI, and maximum flexibility.  “With increasingly sophisticated products, product designers and engineers need to satisfy detailed requirements but also prioritize intuitive experiences,” said Ciara Peter, VP of Product Design at Gainsight. “Gainsight has made significant investments in product design to allow […]

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Gainsight Recognized in The 2020 Forbes Cloud 100 List for Fifth Consecutive Year

SAN FRANCISCO (September 16, 2020) – Gainsight has been named to the Forbes 2020 Cloud 100, the definitive ranking of the top 100 private cloud companies in the world, published by Forbes in partnership with Bessemer Venture Partners and Salesforce Ventures. “While new customer growth has traditionally been the focal point for many organizations, the pandemic shifted businesses’ focus to existing customers. 2020 has proven that customer success is existential and imperative to a company’s near-term and long-term profitability,” said Nick Mehta, Gainsight CEO. “This award is a recognition of the collective efforts by the customer success community and the Gainsight team in making customer-centricity the best path toward driving sustainable business growth.” As part of the rigorous selection process for the Forbes 2020 Cloud 100, Bessemer Venture Partners received submissions from hundreds of cloud startups. The Cloud 100 Judging Panel, made up of public cloud company CEOs, reviewed the data to select, score, and rank the top 100 private cloud companies from all over the world. The evaluation process involved ranking companies across four factors: market leadership (35%), estimated valuation (30%), operating metrics (20%), and people & culture (15%). “The private cloud ecosystem continues to mature in light of […]

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WSJ: Insight Backs Internship Program Focused on Diversity

Gainsight, a software company backed by Insight Partners, is forming a partnership aimed at bringing greater diversity to an increasingly important role in the software and technology industries: customer success associates.  

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Gainsight and SV Academy, supported by Insight Partners, Launch Program to Expand Equal Opportunities in Customer Success; Sponsorship Led by Box, Boomi, Checkout.com, Genesys, Flatiron Health, Udemy and More.

More than $600,000 in Commitments Have Been Secured to Launch First-Ever Customer Success Associate Program, Expanding Opportunity for Candidates Underrepresented in One of the Most In-Demand Careers  [San Francisco, CA – August 28, 2020] – Gainsight, the Customer Success (CS) company, and SV Academy, the employer-driven online vocational school that provides access to high-growth careers, publicly launched the CS YOU Program today. The program offers training and placement in entry-level Customer Success Associate roles. Gainsight, SV Academy, Insight Partners, and the Charter Partners are united in the mission to expand wages and create an inclusive Customer Success industry representing people of all backgrounds. The role of the Customer Success Manager (CSM) has become one of the hottest careers in Technology as the 6th-most promising job in the world. Currently, 72% of CSM professionals work in the Software and IT industry and, by Gainsight’s estimate, only about eight percent of CSMs are Black or LatinX – significantly below the US population. The launch of the CS YOU program will fuel the top of the funnel with an inclusive pool of outstanding CS talent. Gainsight is partnering with SV Academy to design a tailored early career path for Customer Success Associates—an entry-level […]

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Gainsight Announces First Complete Customer Success Ecosystem, Gainsight Sightline

[San Francisco, CA – May 14, 2020] – Gainsight, the Customer Success company, today announced the first complete customer success ecosystem—Gainsight Sightline, the only community-enhanced customer success technology exchange in the market. The new ecosystem supercharges the path to value across customer success technologies via Sightline Vault, a one-stop-shop for Gainsight best practices, templates, playbooks, and more, fueled by contributions from Gainsight’s customer community, and Sightline Integrations, a robust and growing collection of high-impact integrations and technology configurations, created in collaboration with over 50 partners. Delivering value to customers is more important than ever in the current economic environment. Today, the risk of customer churn is heightened, and organizations are forced to deliver results with fewer resources. Gainsight Sightline is well-timed to give customer success teams a win by decreasing the time to value from their technologies. Customers using Sightline partners will be able to make data, tasks, or workflows across the customer success tech stack easier to connect—simplifying the team’s day-to-day and facilitating more relevant engagement, faster. Sightline Vault taps into Gainsight’s customer community—the world’s largest group of customer success professionals. Customers will benefit from an open-source library of solutions that invites innovative peers, including 34% of Cloud 100 […]

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Gainsight Unveils The Gainsight Horizon Experience—A Simple, Intuitive and Beautiful Product Experience

At Pulse Everywhere, Gainsight Announced A Transformational User Experience, and the only community-enhanced; customer success technology exchange. [San Francisco, CA – May 13, 2020] — Gainsight, the Customer Success company, announced today at their virtual Pulse conference, a complete transformation of the product experience across all current and future products —The Gainsight Horizon Experience. The simple, intuitive, and beautiful design system provides an efficiency boost and faster time-to-value making the powerful Gainsight platform even more critical for preventing churn and protecting your business right now. The Experience You Want With The Power You Need The Gainsight Horizon Experience is the company’s innovative design system built on the Gainsight NXT platform, allowing customers to integrate with the CRM of their choice for faster value, a stunning UI, and maximum flexibility. The Gainsight Horizon Experience delivers on three pillars to deliver a first of its kind experience to customer success and product professionals. SIMPLE – Work more efficiently than ever. The Horizon Experience simplifies your day-to-day tasks, making the most important signals even clearer, conforming to common use cases, and giving step-by-step guidance through the most sophisticated workflows. INTUITIVE – Realize value quickly. Gainsight’s Horizon Experience leverages common patterns from consumer technologies […]

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Gainsight’s CEO, Nick Mehta, and Former COO, Allison Pickens, Publish New Book on The Customer Success Economy

[San Francisco, CA – April 28, 2020] — Today, Gainsight’s CEO, Nick Mehta, and former COO, Allison Pickens, announced the launch of their new book, The Customer Success Economy: Why Every Aspect Of Your Business Model Needs A Paradigm Shift (Wiley). This book is for leaders who want to gain a competitive advantage in the most relevant and important arena today—customer retention. The Customer Success Economy offers examples and practical advice on how companies can transform functions, leadership roles, responsibilities, and strategies so that the whole company can work together in total service to the customer. The book is available for pre-order or via Kindle today.  In 2016, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue educated businesses on the necessity of customer success as a strategy and an organizational function. Four years later, customer success has evolved into a philosophy and practice that is infused into every part of a company. In the new book, Mehta and Pickens cover how customer success is practiced throughout an entire organization across various industries. In today’s economy, deploying traditional competitive strategies, from pricing to technical innovation, is not enough for a business to succeed. If companies want to […]

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Gainsight Highlights Year Of Record Growth; Ends Fiscal Year with Record-Breaking Quarter for Gainsight PX

The Company’s Product Experience Platform, Gainsight PX, Achieved 361% YoY Growth  [San Francisco – February 26, 2020] — Gainsight™, the Customer Success company, today announced it delivered another year of record growth fueled by its breakthrough technology that further cements its leadership in the Customer Success category. “We see more companies double down on customer-driven growth channels, such as product adoption, renewals, and expansion, as these are critical for recurring revenue growth,” said Gainsight CEO, Nick Mehta. “Our growth is attributed to the unstoppable force of subscription-based business models and the required focus on customers. I’m excited for the next phase of our game-changing community and Gainsight’s growth as businesses adopt  Customer Success as a company-wide priority” Gainsight Continued to Attract Marquee New Logos and Increased Investment from the Enterprise Market  In 2019, Gainsight attracted hundreds of new customers including:  Public companies: Guidewire, CommVault, one of the world’s largest business networking sites, one of the world’s most adopted marketing clouds Forbes Cloud 100 companies: Collibra, nCino, Dataiku, and Guild Education  Security companies: Infoblox and Rapid 7  Healthcare Companies: PointClickCare Private equity-backed firms: Ellucian, Unit4, JDA, and Rocket Software Gainsight also serves nearly 40% of public companies on the Bessemer Venture […]

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Fortune: The 35 Best Small and Medium Workplaces in the Bay Area

Gainsight was recognized as one of the Best Workplaces in the Bay Area by Fortune Magazine and Great Place to Work®  

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Gainsight Named One of the 2020 Best Workplaces in the Bay Area by Great Place to Work® and Fortune

[San Francisco, CA – January 16, 2020] – Great Place to Work and Fortune have honored Gainsight™ as one of the 2020 Best Workplaces in the Bay Area. The ranking considered more than 33,000 employee surveys from companies across the San Francisco Bay Area. The Best Workplaces in the Bay Area stand out for excelling in one of the nation’s most competitive marketplaces. Gainsight took the 17th spot on the list.  “We’re really proud to be recognized by Fortune as one of the Best Workplaces in the Bay Area – it’s such a great accolade for all our Bay Area teammates who make Gainsight a positive and inspiring place to work,” said Nick Mehta, CEO of Gainsight. “We’re hiring globally and building a diverse workforce, both within and outside the Bay Area.” Great Place to Work, a global people analytics and consulting firm, evaluated more than 60 elements of team members’ experience on the job. These included the extent to which employees trust leaders, the respect with which people are treated, the fairness of workplace decisions, and how much camaraderie there is among the team. Rankings are based on employees’ feedback and reward companies who best include all employees, no […]

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Gainsight Welcomes New CMO, Stephanie Robotham

Seasoned Marketing Leader to Help Lead Gainsight’s Next Phase of Growth [San Francisco, CA – November 4, 2019] – Gainsight®, the Customer Success company, today announced the appointment of Stephanie Robotham as Gainsight’s new Chief Marketing Officer. Robotham is a seasoned go-to-market leader with experience driving success for high-growth SaaS companies, such as Cordial, Optimizely, and Salesforce. Robotham will lead Gainsight’s Demand Generation, Corporate Marketing, and Business Development teams.  “I’m thrilled to welcome Stephanie as Gainsight’s new CMO. Her experience leading marketing organizations at top SaaS companies will be invaluable to the success of the company,” said Nick Mehta, CEO of Gainsight. “Gainsight has grown exponentially in the past couple of years, and under Stephanie’s leadership, we will be able to accelerate our growth. We have an incredible leadership team that is paving the way for an exciting future for Gainsight, our customers, and the broader customer success market.” Stephanie Robotham has more than 25 years of experience building impactful, customer-centric teams at high-growth, entrepreneurial SaaS companies. She has led marketing teams as the CMO at Cordial Inc. and Iterable, and as the VP of Corporate Marketing at Optimizely. Before that, Robotham spent nearly 11 years at Salesforce.  I’m thrilled […]

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Gainsight Recognized in The 2019 Forbes Cloud 100 List for Fourth Consecutive Year

The Customer Cloud Provider Will Appear in the September Issue of Forbes Magazine [San Francisco, CA – September 11, 2019] –  Gainsight™, the Customer Success company, has been named to the Forbes 2019 Cloud 100, the definitive list of the top 100 private cloud companies in the world, published by Forbes in collaboration with Bessemer Venture Partners and Salesforce Ventures. This is the fourth consecutive year Gainsight has been named on a Forbes Cloud 100 list.  “Bessemer Venture Partners and Salesforce Ventures have kept their eye on the cloud market for years; they’re the preeminent experts. That’s why it’s especially affirming for them to recognize Gainsight,” said Nick Mehta, CEO of Gainsight. “The fact that Gainsight has been on the Cloud 100 list for four consecutive years proves customer success isn’t just another fad—it’s here to stay. I’m so proud of the Gainsight team for constantly innovating within our Customer Cloud to make customer-centricity the best path toward driving sustainable business growth.” As part of the rigorous selection process for the Forbes 2019 Cloud 100, Bessemer Venture Partners received submissions from hundreds of cloud startups. The Cloud 100 Judging Panel, made up of public cloud company CEOs, reviewed the data […]

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Gainsight™ CEO Nick Mehta Ranks 2nd on Top 50 SaaS CEOs of 2019 List

Mehta Recognized for SaaS Leadership for the Third Consecutive Year [San Francisco, CA – August 6, 2019] –  Gainsight™, the Customer Success company, announced today that its Chief Executive Officer, Nick Mehta, was recognized as one of the Top 50 SaaS CEOs of 2019 by The Software Report. Mehta ranked second on the list, jumping up from the third spot in the 2018 list. The Top 50 SaaS CEOs were reviewed across a number of key attributes including integrity, intellect, drive, emotional intelligence, organizational culture, and operational skill.  “There are so many distinguished CEOs on this list and I’m incredibly honored to be recognized among the likes of Eric Yuan, Linda Crawford, Corey Thomas, Reggie Aggarwal, and Jeff Lawson,” said Nick Mehta, Chief Executive Officer at Gainsight. “If CEOs operate with a customer-centric mindset, it benefits more than just the customers and the bottom line. When a business and its customers are succeeding, it’s validation and a celebration for employees. I believe this list reflects leaders who understand the ripple effect of putting customers at the center of their business models, and I’m excited to be a part of it.”  The Software Report (formerly known as “The SaaS Report”) is […]

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Gainsight® Takes the Customer Success Movement on the Road by Announcing the Pulse World Tour

The Global Event Series Will Host Conferences in Atlanta, Boston, New York City, Seattle, and London [San Francisco – June 27, 2019] – Gainsight®, the customer success company, today announced that it’s taking its legendary Pulse conference on the road with five new dates both stateside and abroad, via the Pulse World Tour. In the fall, Pulse, which is the biggest customer success learning and networking event in the world, will be making its way to Atlanta, Boston, New York City, Seattle, and London. The events are created for customer and product-focused professionals interested in building more customer-centric businesses that result in recurring revenue. Throughout the high-energy conference, attendees will network with peers in their community while learning from top customer and product-focused industry professionals.  “After the success of last year’s sold-out Pulse World Tour events, we realized there was a lot of interest in bringing Pulse to local communities where the customer success profession is practiced,” said Mike Manheimer, Gainsight SVP of Marketing. “This year, we have an opportunity to bring a new set of expertise to major markets with our focus on bringing customer success and product management together to create more customer-centric businesses.” The Pulse World Tour […]

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Anthony Kennada, CMO of Gainsight®, Launches CATEGORY CREATION, the First Book on Creating New Market Categories Written by Operators for Operators

New Playbook Details Category Creation Strategy from HubSpot, Salesforce, Gainsight and Other Iconic Brands [San Francisco, CA – June 18, 2019] — Today, Gainsight®, the customer success company, announced that the company’s Chief Marketing Officer Anthony Kennada has written the official playbook for category creation, “CATEGORY CREATION: How to Build a Brand that Customers, Employees, and Investors Will Love” (Wiley). The detailed playbook is written for entrepreneurs, marketers, and executives from startups to large enterprises, who are interested in creating and scaling category-defining brands that lead to faster growth and higher valuations for the company on top. According to the Harvard Business Review, companies that were instrumental in creating their categories accounted for 53% of incremental revenue growth and 74% of incremental market capitalization growth than their peer set. CATEGORY CREATION will be released on October 15, 2019, and is available for pre-order now wherever books are sold. “Category creation has become one of the hottest topics in business, and for good reason, as there’s no strategy quite like it that can result in both commanding market leadership for the company on top, and incredible fulfillment for the customers, employees and investors along for the journey,” said Anthony Kennada, Chief […]

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Gainsight Unveils the Customer Cloud, the Future of Customer Success Technology

New Products Announced at Pulse 2019 to Drive Customer Success Across the Enterprise [San Francisco, CA – May 23, 2019] — Today, Gainsight® launched the Customer Cloud —a first-of-its-kind solution for subscription businesses looking to adopt a customer-centric philosophy that enables them to retain customers while also driving company growth post-sale. According to the 2018 Subscription Economy Index report, subscription companies are growing five times faster than S&P and retail sales. The Gainsight Customer Cloud caters to these businesses by combining the company’s Customer Success and Product Experience products with three new product innovations to offer a powerful set of solutions for businesses to optimize their subscription strategies through technology. “With the maturity of cloud technology and the subscription economy, customer expectations have drastically changed. Companies are struggling to leverage existing tools to satisfy the increasing demands of their customers and deliver true outcomes at scale,” said Nick Mehta, Chief Executive Officer of Gainsight. “We believe the Customer Cloud not only fills an existing gap in most companies’ toolset but also shapes the future of customer success – allowing businesses to drive sustainable growth by strengthening long-term customer relationships over time.” Introducing The Customer Cloud The Customer Cloud is a suite […]

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Gainsight Launches Pulse+, The Online Media Platform for Customer Success Professional Development

Premium Offering Includes Industry Training and Certifications, Original Video Series, Exclusive Content and More [San Francisco, CA – May 22, 2019] — Gainsight®, the customer success company, announced today Pulse+, a digital subscription service for professional development, community, and career fellowship in the customer success industry. The subscription-based online media platform will combine premium eLearning and industry-grade certifications with exclusive content and behind-the-scenes stories of brands and thought leaders who exemplify the true spirit of customer success. Subscribers will have unlimited and exclusive access to a continuously-updated, year-round program of on-demand training, original video series, podcasts, and more. Pulse+ aims to develop and advance the careers of skilled and aspiring customer success professionals around the world. In 2015, Gainsight created Customer Success University to help customer success professionals learn and apply new skills to their business through courses, certifications, and training. Since then, it has evolved as Pulse Academy to become the leading customer success training program, educating over 8,000 people globally. At the same time, the role of Customer Success Manager has seen a 736 percent increase since 2015 and is now one of the top 10 fastest growing professions according to LinkedIn. As a result, Gainsight launched Pulse+ to […]

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Gainsight Recognized by Inc. Magazine as One of the Best Workplaces in 2019

[Redwood City, CA – May 16, 2019] —  Gainsight, the customer success company, has been named one of Inc. magazine’s Best Workplaces for 2019. It is Gainsight’s fifth-ranking by Inc. Magazine, previous recognitions include Best Workplaces in 2015 and 2017, the Seventh Top Software Company, Fifth Top San Francisco company, and one of the Top 20 California Companies. “We’re thrilled to be recognized as a Best Workplace by Inc. Magazine. It’s an incredible honor to be named among other great businesses who are creating positive working environments for their employees,” said Nick Mehta, Chief Executive Officer at Gainsight. “Amazing things happen when you create a respectful, inspiring and fun workplace and hire the absolute best talent in the industry. This recognition is a testament to the committed individuals at Gainsight who embody our human-first culture every day. Without them, we wouldn’t be where or who we are.” Hitting newsstands today in the June 2019 issue, and as part of a prominent Inc.com feature, the list is the result of a wide-ranging and comprehensive measurement of private American companies that have created exceptional workplaces through vibrant cultures, deep employee engagement, and stellar benefits. Collecting data on nearly 2,000 submissions, Inc. singled out […]

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New Study Powered by LinkedIn Data Reveals Customer Success Growing 736% – Among Top 10 Fastest Growing Professions

Gainsight’s Inaugural State of Customer Success Profession Report Now Available [Redwood City, CA – May 7, 2019] — Today, Gainsight®, the customer success company, released The State of Customer Success Profession 2019 report, which presents data by LinkedIn, the world’s largest professional network. The report details the growth of the customer success category, signaled by the rise of the Customer Success Manager (CSM) role, one of the top 10 fastest growing careers. According to LinkedIn data within the report, the role of CSM has seen a 736 percent increase since 2015, especially amongst the Software and IT industry, showcasing how pivotal the position is for subscription-based business growth. “The rapid advancement of SaaS and cloud technology has opened up doors that we couldn’t have fathomed even five years ago, like the customer success manager role, which has quickly become one of the most sought after positions,” said Nick Mehta, Gainsight CEO. “Customer success is gaining traction in almost every industrialized economy on the planet, and as more companies adopt recurring revenue business models, the need for CSMs has become paramount in every major market on the globe. Validated by LinkedIn’s data, the CSM role continues to prove itself as an important […]

Press

Gainsight Recognized as 2019 Bay Area Best Places to Work

Gainsight Ranks among Other Top Tech Companies, Workday, Zuora, Pagerduty [Redwood City, CA – April 19, 2019]  – Gainsight, the customer success company, has been recognized as a winner of the 2019 Bay Area Best Places To Work, an awards program presented by the San Francisco Business Times and the Silicon Valley Business Journal. Companies were recognized for creating exceptional workplaces that are highly valued by their employees. Gainsight ranked among other top tech companies in the Bay Area, including, Workday, Splunk, Zuora, Pagerduty, and more. Companies were evaluated and ranked across five categories according to the number of Bay Area employees. The ranking found companies in the region whose employees rated them as the highest on values, such as fun, collaborative culture, solid compensation and benefits offerings, and other amenities as well as management practices. The rankings were unveiled on April 18, 2019, at the awards program dinner. “It’s an incredible honor for Gainsight to be named among other great businesses and workplaces that drive positive working environment in the Bay Area,” said Nick Mehta, Chief Executive Officer at Gainsight. “Our human-first approach to company building is deeply important to us and it’s exciting to see our purpose resonating […]

Press

Gainsight® Announces Seventh Annual Industry Conference, Pulse 2019 – The Biggest Event for Customer Success and Product Management

More Than 6,000 Customer-Focused Professionals Coming Together to Learn How to Drive Better Outcomes and Product Experiences [Redwood City, CA – March 19, 2019] — Gainsight®, the leading provider of customer growth solutions, announced its seventh-annual conference, Pulse 2019, which is expecting more than 6,000 customer and product-focused professionals to convene at the Moscone Center in San Francisco, California from May 21-24. The conference will offer the world’s biggest forum for growth-oriented customer success and product leaders to discuss and discover new strategies to increase customer lifetime value and work across the organization to deliver superior experiences. Pulse will feature educational sessions on industry best practices, exciting special events and compelling keynotes from leading companies like Google, Slack, Salesforce, LinkedIn, Zuora, and more. “For the past six years, Pulse has become the destination event for customer success, but you can’t have successful customers without incredible customer-focused products,” said Anthony Kennada, Chief Marketing Officer at Gainsight. “At the helm of that charter are product professionals, who are creating innovative solutions to solve complex problems on behalf of customers. We are thrilled to welcome the product community to Pulse, who together with customer success teams are co-authoring the future of customer-centric business for […]

News

2019 Conferences You Don’t Want To Miss

 If you’re looking to improve your organization’s customer service, look no further than Pulse 19.  

Press

Gainsight® Appoints New Chief Customer Officer; Adds Seasoned Enterprise Executive to Board of Directors

Sue Barsamian, Former Chief Sales and Marketing Officer for Hewlett Packard Enterprise Software Joins Gainsight’s Board of Directors [Redwood City, CA – February 19, 2019] – Gainsight®, the leading provider of customer growth solutions, today announced the appointment of Vice President of Customer Success, Ashvin Vaidyanathan, to Chief Customer Officer. In addition, Gainsight added Sue Barsamian, former Chief Sales and Marketing Officer of Hewlett Packard Enterprise Software, to its Board of Directors. Taking the Reins to Lead the Customer Success Movement Ashvin Vaidyanathan was announced as the successor to Allison Pickens, Gainsight’s former Chief Customer Officer, who was appointed to Chief Operating Officer in September of last year. Vaidyanathan has led the high-touch strategic accounts team and was responsible for driving key business metrics, including renewal, up-sells, product adoption, advocacy, NPS, and more. “I couldn’t be more proud to promote Ashvin, recognizing the invaluable work he’s done for Gainsight and the countless organizations he’s influenced in the customer success industry,” said Allison Pickens, Chief Operating Officer at Gainsight. “Over the years, Ashvin has demonstrated a tremendous commitment to our values, assuring success for our investors, customers, and teammates. He’s driven strong financial results, built strong relationships with customers, and garnered […]

News

Growth Equals Opportunity

Gainsight promotes social responsibility and community involvement through the Gainsight Gives program. The company participated in a number of philanthropic initiatives, but two examples were particularly unique.  Click to read more.     

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Gainsight® Launches Gainsight PX, a Complete Product Experience Platform to Drive Subscription Growth

B2B Product Teams Can Leverage Deep Product Insights and Personalize In-App Engagements to Build Products Customers Love to Use [Redwood City, CA – February 4, 2019] — Today, Gainsight®, the leading provider of customer growth solutions, announced the launch of Gainsight PX, an easy, powerful, and complete Product Experience Platform. Built on the foundation of the company’s recent acquisition of Aptrinsic, Gainsight PX addresses the common challenges product leaders face by helping them make data-driven decisions, engage users directly within the product, and demonstrate the business impact of their investments. The Role of Product in the Subscription Era In the subscription economy where customers have more choice than ever before, digital products must consistently deliver value in order to retain customers. As a result, product teams play an elevated role in delivering exceptional product experiences, and ultimately, business outcomes. “One of the main reasons we acquired Aptrinsic in 2018 was because we realized true customer success starts with a delightful product,” said Nick Mehta, Chief Executive Officer at Gainsight. “As a former product manager, I understand the struggles people in product management role face, and I’m proud that the introduction of Gainsight PX offers the first and only platform to help […]

News

What Makes A Company IPO-Worthy?

Because customer acquisition is so costly for tech firms, they turn to customer success software like Gainsight — used by Eventbrite, PluralSight, Yext, Okta, and multiple other members of the 2017-2018 IPO class — to maximize the value of existing customers. By identifying signs of trouble, such as short session lengths, before customers leave, tech firms increase their LTV without adding to acquisition costs.  

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Bloomberg Technology

Slack Is the ‘Unicorn’s Unicorn,’ Gainsight CEO Mehta Says

News

8 Ways to Support a Customer-Obsessed Culture

Customer success is bigger than any one team, and it takes more than customer service managers to consistently make customers successful at scale, according to Nick Mehta, CEO of Gainsight.

Press

New Research Finds customer success is a Key Driver to Growth for Digital Businesses

Gainsight-Commissioned Study Surveyed 160 Respondents at U.S. Enterprises About Their Customer Success Initiatives and Investments [Redwood City, CA – January 9, 2019] — As companies shift to digital services, customer success (CS) is emerging as a critical business function for driving customer retention and growth. A new study conducted by Forrester Consulting on behalf of Gainsight®, the customer success company, found that nearly 70 percent of companies with CS programs increased customer retention, while 91 percent of companies without customer success programs believe their customers suffer through issues that could be prevented or reduced through CS. “The success of businesses providing digital services is inextricably linked to the success of their customers—that clearly puts customers in the driver seat,” said Nick Mehta, CEO of Gainsight. “That means companies need to proactively ensure customers are getting the experience and value they expect, while identifying issues and at-risk customers before the customer even knows there’s a problem. This requires a new mindset, new processes and the right technology to support it across the entire organization.” According to the study, companies that already have customer success programs expect to further invest in the following areas of their programs: Staffing: Nearly 80 percent of companies […]

News

AI Prognostications Plentiful for New Year

AI is automating some tasks, and there will be some job losses. But widespread AI adoption in 2019 won’t translate into large-scale replacement of human beings with AI, according to Nick Mehta, the CEO of Gainsight.

Press

Gainsight Culture & CEO Recognized by Comparably as “Best of” 2018

Company Recognized in “Best Company Culture” Category, While CEO, Nick Mehta Named Among “Best CEOs” [Redwood City, CA – December 12, 2018] — Gainsight™, the Customer Success company, announced today that it has been awarded two prestigious honors in Comparably’s 2018 “Best of” program – receiving awards in both its “Best Company Culture” and “Best CEOs” lists. Out of tens of thousands of U.S. companies, Gainsight ranked eleventh among best small companies, and its CEO, Nick Mehta ranked 15 in the Top 50 Best CEOs for Small/Med-Size companies. “It’s an incredible honor for Gainsight to be named among other businesses and leaders who are driving positive culture change across several industries,” said Nick Mehta, Gainsight CEO. “At Gainsight, our purpose and culture are founded on the principle of being human first, meaning the decisions we make must be for the betterment of our shareholders, customers, teammates, their families, and the communities around us. These awards are truly a testament to the committed individuals who make this happen at Gainsight every day. Without them, we wouldn’t be where or who we are.” As a platform, Comparably provides anonymous and comprehensive data on compensation and insights into work culture, so it’s natural […]

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Gainsight™ COO Allison Pickens Named in Top Women Leaders in SaaS List

[Redwood City, CA – October 30, 2018] –  Gainsight™, the Customer Success company, announced today that its Chief Operating Officer, Allison Pickens, was recognized as one of the Top Women Leaders in SaaS of 2018 by The SaaS Report. The SaaS Report is a comprehensive source for business news, investment activity, and corporate actions related to the SaaS and software sectors. Nominated leaders were assessed across a number of key areas including integrity, intelligence, drive, company culture, and company growth, among other areas. The SaaS Report created the list to recognize and celebrate the accomplishments of women in SaaS, software and the broader technology field. The goal is to shine a light on these leaders to help inspire and encourage today’s younger generation of women to aim high in their ambitions.   “I am honored to be recognized by The SaaS Report, especially on a list that includes luminary and entrepreneurial leaders such as Amy Chang, Sandi Lin, and Raja Hammoud,” said Allison Pickens, Chief Operating Officer at Gainsight. “When women are recognized for their achievements, it shows that leaders come in all forms and inspires people of all genders in their career aspirations. I believe SaaS companies today have […]

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Gainsight® Acquires Aptrinsic to Enable Product Growth for Subscription Businesses

Customer Success and Product Teams are the ‘New Sales and Marketing’ in the Age of the Customer [San Francisco – October 22, 2018] – Gainsight™, the Customer Success company, announced today it has signed a definitive agreement to acquire Aptrinsic, a privately held company based in San Mateo, California and Tel Aviv, Israel. Aptrinsic is a product-led growth solution that delivers powerful analytics and in-product engagements used to increase adoption, retention and expansion in B2B companies. The acquisition strengthens Gainsight’s ability to help subscription businesses maximize growth in the age of the customer by unifying the efforts of the Customer Success and Product Management teams. “Over the past six years, Gainsight has been on a mission to establish Customer Success as the primary driver of sustainable growth for subscription businesses. However, given the connected nature of SaaS solutions and the opportunities that presents to better understand and engage with customers, the biggest strategic ask of our clients has been stronger alignment with the Product team” said Nick Mehta, Chief Executive Officer at Gainsight. “This acquisition will enable us to deliver a single platform for Customer Success and Product teams to collaboratively build and deploy products that not only enjoy healthy […]

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Gainsight™ to Expand Customer Success Conference Series Worldwide; Announces Global Line-Up

Pulse Conferences Have Attracted Over 18 Thousand Attendees Signaling the Global Reach of Customer Success [San Francisco – October 9, 2018] Gainsight™, the Customer Success company, today announced a series of new destinations for its Customer Success industry conference, Pulse. Throughout the 2018 fall season, the company will host Pulse events in key U.S. Customer Success communities; Boston, Chicago, and Austin, and international communities; London, England, and Sydney, Australia. Started in 2013 by Gainsight, the Pulse brand of programs has since welcomed over 18,000 attendees to its conferences, and has become universally accepted as the industry conference of record for the global Customer Success community. Customer Success is becoming one of the world’s fastest-growing business practices. According to LinkedIn, Customer Success Manager jobs (CSM) have grown exponentially over the last five years; CSM is the fourth fastest growing job in the U.S., the sixth fastest growing job in India, and the number one emerging job in Australia. As a result of this growing trend, Gainsight has decided to expand Pulse, the well-known Customer Success industry conference, into new national and international markets where the profession is growing and businesses are adopting Customer Success practices. The conference aims to gather executives […]

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Gainsight™ Expands Scope of Executive Team and Doubles Down on Product Leadership

Allison Pickens Named Chief Operating Officer Demonstrating C-Suite Pathway for Customer Success Leaders [San Francisco – September 24, 2018] — Gainsight™, the Customer Success company, today announced several updates to its management team, including functional expansions and new senior leadership positions. Allison Pickens, previous Chief Customer Officer, has been appointed Chief Operating Officer of Gainsight, retaining control of the company’s Customer Success function while adding Corporate Development and Business Operations to her scope. Karl Rumelhart, Gainsight’s Chief Product Officer will now also manage the company’s Research and Development (R&D) efforts, which represents over 250 engineers across global offices. Reporting to Rumelhart is a new addition to Gainsight, Maksim Ovsyannikov, who joins as Senior Vice President of Product and leads product management and design to help build and deliver the next generation of Gainsight solutions for the Customer Success industry. “The increasing frequency of Chief Customer Officers expanding their scope to COO roles is a sign of the strategic value that Customer Success executives demonstrate across the entire organization,” said Nick Mehta, Chief Executive Officer at Gainsight. “I am thrilled to have Allison continue to carry the torch for our industry and help operationalize customer obsession across the entire business. I’m […]

Award

Forbes Top 100 Cloud Companies

Gainsight ranked #50 in Forbes 2018 List of Top 100 Cloud Companies.  Gainsight™, the Customer Success company, has been named to the Forbes 2018 Cloud 100, the definitive list of the top 100 private cloud companies in the world, published by Forbes in collaboration with Bessemer Venture Partners and Salesforce Ventures. Read more here.

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Gainsight Recognized in Forbes 2018 Top Cloud 100 Companies List for Third Consecutive Year

The Customer Success Leader Will Appear in the September issue of Forbes Magazine SAN FRANCISCO (September 13, 2018) – Gainsight™, the Customer Success company, has been named to the Forbes 2018 Cloud 100, the definitive list of the top 100 private cloud companies in the world, published by Forbes in collaboration with Bessemer Venture Partners and Salesforce Ventures. “On behalf of my team, we’re so proud to be recognized by the Forbes team among these incredibly innovative cloud companies,” said Nick Mehta, CEO of Gainsight. “It’s even more humbling to be honored by Bessemer Venture Partners and Salesforce Ventures because they believed in the Customer Success movement since the beginning and continue to recognize its impact on business growth.” As part of the rigorous selection process for the Forbes 2018 Cloud 100, Bessemer Venture Partners received submissions from the top cloud startups. The Forbes Cloud 100 judging panel, including top public cloud company CEOs, reviewed the data to select, score and rank the top 100 cloud companies from all over the world. The evaluation process involved four factors: market leadership (35%), estimated valuation (30%), operating metrics (20%), and people & culture (15%). “For the past three years, The Cloud 100 […]

News

The SaaS Report’s Top 50 SaaS CEOs of 2018

Nick Mehta, Gainsight CEO, Ranked 3rd on the Top 50 SaaS CEOs of 2018 List  

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Gainsight™ CEO Nick Mehta Ranks 3rd on Top 50 SaaS CEOs of 2018 List

Mehta Recognized for SaaS Leadership for the Second Consecutive Year [Redwood City, CA – August 22, 2018] –  Gainsight™, the Customer Success company, announced today that its Chief Executive Officer, Nick Mehta, was recognized as one of the Top 50 SaaS CEOs of 2018 by The SaaS Report. Mehta ranked number three on the list, jumping up from the number twelve spot on the 2017 list. The SaaStr Report is a comprehensive source for business news, investment activity, and corporate actions related to the SaaS and software sectors. Nominated CEOs were assessed across a number of key areas including integrity, intelligence, energy, company culture, and company growth, and other areas. “I am honored to be recognized by The SaaS Report, especially on a list that includes distinguished CEOs such as Linda Crawford, Marc Benioff, and Tien Tzuo,” said Nick Mehta, Chief Executive Officer at Gainsight. “This recognition is representative of the increasing importance of Customer Success as a business imperative and of the growing recognition of the impact of the Customer Success community.” The 2018 SaaStr Report received nearly 5,000 nominations on behalf of hundreds of CEOs by their respective employees and industry colleagues. The list was developed to honor […]

News

Business Checkup: 4 Vital Signs To Watch

Your NPS (net promoter score) and eNPS (employee net promoter score) are critical insights into the well-being of your company, and they are usually directly linked to one another. 

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App Annie’s Lorna Henri Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 28, 2018] –  Gainsight™, the Customer Success company, honored App Annie‘s Global Vice President of Customer Success and Support, Lorna Henri, with the Stellar Customer Success Leader Sally award. Henri was recognized for building and scaling a Customer Success organization from the ground up, and for her overall leadership style and cross-functional collaboration.   The award was given to Lorna Henri by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Pulse, Gainsight’s annual conference for the Customer Success industry, which drew over 5,000 industry professionals to San Mateo, CA. “Customer success is a win-win for everyone, because helping our customers achieve their business goals helps us achieve our goals,” said Lorna Henri, App Annie’s Global VP of Customer Success and Support. “With Gainsight, we’re able to gather customer input to inform our product roadmap and launch features they love. I’m honored to receive this award for helping the App Annie team work cross-functionally to deliver Customer Success for the entire company.” “We congratulate and celebrate Lorna for maximizing her use of the Gainsight Customer Success platform,” said Nick Mehta, Chief […]

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ServiceTitan Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 28, 2018]  – Gainsight™, the Customer Success company, honored ServiceTitan with the Sally award for Innovation excellence. The field service management software was recognized for delivering personalized experiences to customers which improved product adoption and increased their NPS by 28 points. The award was given to ServiceTitan by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Gainsight’s annual conference for the Customer Success industry, called Pulse, which drew over 5,000 industry professionals to San Mateo, CA. “Our software is an end to end solution, and as such, it is extremely robust and requires more complex and defined metrics to measure usage than the traditional standards,” said Brittany Habel, Customer Advocacy Manager at ServiceTitan. “Through Gainsight’s reporting capabilities we were able to translate this data into tangible and actionable items for our CSM’s. These tools allowed our Success team to create tailored and targeted approaches to helping our customers succeed. “We congratulate and celebrate ServiceTitan for maximizing their use of the Gainsight Customer Success platform,” said Nick Mehta, Chief Executive Officer at Gainsight. “They’ve built a high-quality, integrated Customer Success program […]

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Code42 Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 19, 2018] –  Gainsight™, the Customer Success company, honored Code42 with the Stellar Customer Success Manager (CSM) Sally award at Pulse 2018, Gainsight’s annual conference for the Customer Success industry, which drew over 5,000 industry professionals to San Mateo, California. The award was presented to Code42’s Customer Success Manager, CJ Erickson, by Will Robins, Gainsight’s director of customer marketing. Erickson received the award on behalf of Code42 for his excellence in onboarding and training Code42 teammates using the Gainsight platform and being an active member of the customer success community.   “On behalf of Code42, I am truly honored to accept this award,” said Erickson. “This would not be possible without the amazing team both at Code42 and Gainsight. By using a tool like Gainsight, Code42 and our customers are able to forge even more successful partnerships.” “We congratulate and celebrate Code42 for maximizing its use of the Gainsight Customer Success platform,” said Nick Mehta, chief executive officer at Gainsight. “The company has built a high-quality, integrated customer success program that’s delivering meaningful impact to Code42’s operations. We are thrilled to […]

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InsightSquared Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 6, 2018] –  Gainsight™, the Customer Success company, honored InsightSquared with the Sally award for excellence in Adoption Management. The revenue intelligence solutions provider was recognized for their use of the Gainsight platform to drive adoption of their products or services. InsightSquared developed processes guiding customers to solutions specific to their business and use case and helping them deliver reports impactful to their organization. The award was given to the InsightSquared team by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Pulse, Gainsight’s annual conference for the Customer Success industry, which drew over 5,000 industry professionals to San Mateo, CA. “As an organization, we’re very focused on helping our customers solve real business problems throughout their journey with InsightSquared,” said Rachel Senker, Director of Implementation at InsightSquared. “Gainsight helps us operationalize our implementation and customer success programs so that we’re able to move beyond technical configuration and training with customers, and focus on change management, adoption, and value. Gainsight also helps us easily replicate our most successful customer onboarding use cases and implement similar processes for new customers.” “We congratulate […]

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Affinio Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 5, 2018] –  Gainsight™, the Customer Success company, honored Affinio with the Sally award for excellence in Stakeholder Alignment. Affinio was recognized for their use of the Gainsight platform for building alignment amongst key client stakeholders. The award was given to the Affinio team by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Pulse, Gainsight’s annual conference for the Customer Success industry, which drew over 5,000 industry professionals to San Mateo, CA. “Stakeholder alignment is such a crucial element in our Customer Success program because now our customers’ stakeholders understand the impact Affinio has on their business’s retention and expansion,” said Erin Fogerty, Director of Customer Success at Affinio. “Gainsight allows us to keep a real time pulse on key stakeholders across all of our customers, from tracking roles to changes in sentiment. In addition, we have now have processes in places to ensure our customers’ executive business reviews are insightful and productive.” “We congratulate and celebrate Affinio for maximizing their use of the Gainsight Customer Success platform,” said Nick Mehta, Chief Executive Officer at Gainsight. “They’ve built a high-quality, […]

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Yext Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 5, 2018] –  Gainsight™, the Customer Success company, honored Yext, the digital knowledge management platform, with the Sally award for excellence in Advocacy Engagement. Yext was recognized for their use of the Gainsight platform to discover, nurture and mobilize advocates to drive growth. The award was given to the Yext team by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Pulse, Gainsight’s annual conference for the Customer Success industry, which drew over 5,000 industry professionals to San Mateo, CA. “I’m so incredibly proud of what we have built here at Yext. We have set a goal to build the best client success team in New York City. We hold ourselves accountable, and always put our clients’ needs first,” said Wendi Sturgis, Chief Customer Officer of Yext. “By building deep relationships and working strategically to help our clients achieve their goals with Yext, we have grown a strong base of client advocates. We exist because of our amazing clients, and by leveraging tools like NPS in Gainsight to identify our biggest promoters, we were able to increase our list of customers […]

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Gainsight™ Partners with Athena Alliance To Accelerate Gender Diversity in the Boardroom

Sponsors Five Executive Women in Customer Success for Membership to Athena Aspiring Director Program [San Francisco  – June 4, 2018]  – Gainsight™, the Customer Success company, partnered with Athena Alliance, the nonprofit organization dedicated to accelerating gender diversity in the boardroom, to sponsor five women for the Athena Aspiring Director Program. Nominations were announced and opened to executive women in Customer Success leadership positions at Pulse 2018, Gainsight’s annual industry conference. Gainsight’s sponsorship waives the $7,500 first year membership fee, and includes all membership benefits such as 1-on-1 executive coaching, board package development, personal brand presence and impact strategy, interview guidance with a board director, hands on workshops, board matching facilitation and more. Women today make up 47% of the US workforce and drive 70 – 80% of consumer purchasing. Meanwhile, the representation of women on corporate boards remains low with only 12% of board seats and 4% of chair positions being held by women. Companies with diversity in leadership give businesses a competitive advantage, empowering decision making based on a better understanding of the market. The Athena Aspiring Director Membership coaches women on their brand and thought leadership, assisting them in highlighting their relevant experience  to the modern boardroom. […]

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Gainsight™ Recognizes Jamf for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – May 29, 2018] –  Gainsight™, the Customer Success company, honored Jamf with the Sally award for Innovation excellence. The Apple management software company was recognized for automating their renewal system to increase on-time renewals by 10 percent and renewal capacity by 50 percent per account manager. The award was given to Jamf by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Gainsight’s annual conference for the Customer Success industry, called Pulse, which drew over 5,000 industry professionals to San Mateo, CA. “We congratulate and celebrate the Jamf team for maximizing their use of the Gainsight Customer Success platform,” said Nick Mehta, Chief Executive Officer at Gainsight. “They’ve built a high-quality, integrated Customer Success program that’s delivering meaningful impact to their operations, and we’re thrilled to be part of their journey and to see these results.” About the Sally Awards: In 2013, Gainsight published a children’s book titled “Sally and the Churnbot” where the protagonist “Sally,” the Customer Success Superhero, saves the world from the evil customer-stealing “Churnbot” villain. The character became synonymous with the spirit of the Customer Success Manager role — […]

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Imprivata Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – May 29, 2018] –  Gainsight™, the Customer Success company, honored Imprivata with the Sally award for excellence in Success Planning. The healthcare security company was recognized for their use of the Gainsight platform to capture client objectives and progress, and for measuring the success of their customers by milestones achieved, versus the monetary value they provide. The award was given to the Imprivata team by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Gainsight’s annual conference for the Customer Success industry, called Pulse, which drew over 5,000 industry professionals to San Mateo, CA. “We are honored to be recognized for this award. Building customers for life is in our DNA and our Customer Success team is focused on driving outcomes for our customers based on their unique environments,” said Roelf Kuitse, Director of Customer Success at Imprivata. Awards like this help to validate our hard work and Sally will stand proudly in the middle of our departments workspace, ensuring the hard work continues!” “We congratulate and celebrate Imprivata for maximizing their use of the Gainsight Customer Success platform,” said Nick Mehta, […]

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Ceridian Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – May 29, 2018] –  Gainsight™, the Customer Success company, honored Ceridian with the ROI Champion Sally award for their excellence in customer experience and advocacy. The human capital management software company was recognized for creating a scalable advocacy program in their customer journey by leveraging insights from the Gainsight platform on when and how to engage with their customers to optimize their experiences. In addition, Ceridian’s Senior Customer Experience Consultant, Pamela Santos, was given the Stellar Admin award for optimizing Gainsight for end users and implementing it throughout the organization. The award was given to the Ceridian team and Santos by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Gainsight’s annual conference for the Customer Success industry, called Pulse, which drew over 5,000 industry professionals to San Mateo, CA. “Ceridian’s success is the sum total of our customer’s successes,” said Carlos Gonzalez, Vice President Customer Success Operations at Ceridian. “ The Gainsight Customer Success platform is integral in the Ceridian XOXO program where customers network, learn about human capital management best practices, collaborate for business outcomes and get recognition for their […]

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Sprinklr Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – May 29, 2018] –  Gainsight™, the Customer Success company, honored Sprinklr with the Sally award for excellence in Outcomes Health. Sprinklr, the world’s leading Customer Experience Management (CXM) platform, was recognized for using the Gainsight platform to measure client results. Sprinklr developed a framework of engagement that measures a customer’s deployment, adoption and results achieved. Sprinklr’s scorecards are based on customer relationship, usage, propensity, breadth and depth to measure customers health and predict churn. The award was given to the Sprinklr team by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Pulse, Gainsight’s annual conference for the Customer Success industry, which drew over 5,000 industry professionals to San Mateo, CA. “We’re honored to be recognized by Gainsight for genuinely and passionately caring about the success of our customers,” said Colin Burns, Senior Director of Global Client Delight, Sprinklr. “Our Customer Success program provides the knowledge, tools and resources brands need to ensure their social strategy is optimized to its full potential. This award reinforces Sprinklr’s position as the leading company in the CXM industry – defining how brands can create more […]

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WP Engine Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – May 29, 2018] –  Gainsight™, the Customer Success company, honored WP Engine  with the Sally award for excellence in Experience Health. The world’s leading WordPress digital experience platform was recognized for their use of the Gainsight platform to improve the customer experience by capturing and acting on customer feedback. WP Engine launched a program preparing customers for the 2017 holiday season, a critical time for their customers’ businesses, and ensured their websites were functional and reliable. The award was given to the WP Engine team by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Pulse, Gainsight’s annual conference for the Customer Success industry, which drew over 5,000 industry professionals to San Mateo, CA. “A core value at WP Engine is to be ‘customer inspired.’ We collect insights with every customer interaction to better deliver our expertise at scale to more than 80,000 customers in 135 countries and help them win online,” said Tina Dobie, Chief Customer Officer at WP Engine. “The Gainsight Customer Success platform has proven integral to that effort, delivering the right information and the comprehensive reporting our organization […]

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Gainsight™ Recognizes SailPoint for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – May 29, 2018] –  Gainsight™, the Customer Success company, honored SailPoint  with the Sally award for excellence in 360 Customer View. The leader in enterprise identity governance was recognized for their use of the Gainsight platform to aggregate multiple sources of data into one view for the entire organization. SailPoint developed reports and dashboards on their company’s product lines to provide their organization with real time views of customer health, references, risk, sales opportunities and support escalations. The award was given to the SailPoint team by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Pulse, Gainsight’s annual conference for the Customer Success industry, which drew over 5,000 industry professionals to San Mateo, CA. “We are honored to be recognized for Excellence in Customer Success and are extremely proud of our Customer Success team at SailPoint,” said Meredith Blanchar, Vice President of Customer Success, SailPoint. “The Gainsight platform has been instrumental in helping us to grow and scale our Customer Success program, ensuring our valuable customers continue to receive the unparalleled level of support and attention they deserve.” “We congratulate and celebrate […]

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2018 Top Customer Success Influencers

Nick Mehta was recognized as one of the Top 25 Customer Success Influencers by Mindtouch Mindtouch evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics, including: Internet presence, influence, community engagement, and participation (including conference appearances).  Read more here.   

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Highest-Rated Private Cloud Computing Companies to Work For

Gainsight™ Named One of the Highest-Rated Private Cloud Computing Companies to Work For by Battery Ventures and Glassdoor.  Gainsight™, the Customer Success company, was recognized as one of the 50 Highest Rated Private Cloud Computing Companies to Work For in a new list released by Battery Ventures, a global investment firm, and Glassdoor, one of the world’s largest job and recruiting sites. The list highlights 50 independent, private companies—all business-to-business cloud companies–where employees report the highest levels of satisfaction at work, according to employee feedback shared on Glassdoor. Read more here. 

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Gainsight™ Named One of the Highest-Rated Private Cloud Computing Companies to Work For

List Showcases Private Cloud Companies with the Highest Levels of Employee Satisfaction  [San Francisco  – May 2, 2018]  – Gainsight™, the Customer Success company, was recognized as one of the 50 Highest Rated Private Cloud Computing Companies to Work For in a new list released by Battery Ventures, a global investment firm, and Glassdoor, one of the world’s largest job and recruiting sites. The list highlights 50 independent, private companies—all business-to-business cloud companies–where employees report the highest levels of satisfaction at work, according to employee feedback shared on Glassdoor. Gainsight’s overall company rating is 4.5, compared to the broader average across Glassdoor, 3.4. Gainsight’s CEO, Nick Mehta, boasts a 100% approval rating on Glassdoor—compared to an average of 69% for all 770,000 employers on the site–and the company has a 93% positive business-outlook rating, again based on feedback shared by employees. The broader Glassdoor average is 48%. A positive business outlook means employees believe business will improve in the next six months. “Since we first partnered with Glassdoor to compile this list in 2016, the cloud has only grown in influence and market power,” said Neeraj Agrawal, a Battery general partner who specializes in cloud investing. “It was also significantly tougher to […]

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Nick Mehta on NBC Bay Area press:here

The Gainsight CEO is one of Silicon Valley’s most dynamic and enthusiastic leaders  

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G2 Crowd Leader in Customer Success

For the second year in a row, G2 Crowd has recognized Gainsight as a Leader in their Grid Report for Customer Success. The Spring 2018 Customer Success Grid Report provides a unique analysis of Customer Success solutions that “represents the democratic voice of real software users, rather than the subjective opinion of one analyst.” This robust piece of research material should be read by anyone evaluating a Customer Success solution. Read more here.

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Gainsight Recognizes Companies Committed to Customer Success with Sally Awards

Winners include Adobe, GE and WP Engine [San Mateo, CA – April 20, 2018] –  Gainsight™, the Customer Success company, announced at Pulse 2018 the winners of the Sally Awards, accolades given to organizations that achieve exceptional results and display outstanding innovation in Customer Success. The annual Sally Awards were presented during the Gainsight’s annual Pulse Conference, which brought together 5,000 leaders in the Customer Success industry.  “The Sally Awards represent the pinnacle of recognition within the Customer Success industry,” said Gainsight CEO Nick Mehta. “It takes people, processes, and technology to create excellent Customer Success, and we want to honor customer-centric organizations that are focused on providing the best results for their teammates and customers.” This year, there were four major categories for awards: Elements of Customer Success – Recognizes companies who’ve displayed excellence while leveraging Gainsight’s Elements framework of best practices. Individual Awards – Recognizes the extraordinary people behind all the tools, processes and strategies. Team Awards – Recognizes outstanding teams in Customer Success. Innovation Awards – Recognizes customers who are using the Gainsight platform in exceptional ways to drive impactful business outcomes. Companies apply for the annual Sally Awards and a committee of Gainsight’s Customer Success Leaders […]

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Technology Based Solutions to Enhance Customer Retention Strategies

Ensuring the customers achieve the goals they were aspiring for when engaging with your product or service is a surefire way to keep them happy.  

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Gainsight™ Announces Next Generation Platform and Framework for Enterprise-Wide Customer Success

New Data Architecture, AI and Machine Learning Capabilities Help Companies Drive Customer Outcomes at Scale [San Mateo – April 11, 2018] — Gainsight™, the Customer Success company, today unveiled a series of data analytics capabilities to its Customer Success platform that provide data-driven insights and proactive suggestions to better manage and service customers. In addition, Gainsight launched a new framework designed to help companies build Customer Success programs that lead to digital transformation. The announcement was shared with 5,000 business leaders during the company’s annual Customer Success industry conference, Pulse 2018.   “We believe the key for any company to grow is to drive Customer Success across their entire organization, not only where it’s got a natural orientation, but where you need to adapt to the existing way people work,” said Nick Mehta, CEO of Gainsight. “The new platform gives our customers a turnkey solution with a set of capabilities containing the most advanced technology tools for Customer Success today.” According to a study commissioned by Salesforce in the Harvard Business Review, 71 percent of companies believe it’s important for employees to have access to customer data and analytics to deliver superior customer experience. However, just 25 percent said their companies […]

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Gainsight™ Introduces the Official Partner Ecosystem for Customer Success Industry

Trusted Affiliates Join Forces to Create the Platform of Record for the Chief Customer Officer [San Mateo, CA – April 10, 2018] — Gainsight™, the Customer Success company, announced today at its annual Pulse conference the launch of the first-of-its-kind partner ecosystem for the Customer Success industry. The new ecosystem is comprised of trusted, certified service and technology partners, and is the next evolution in Gainsight’s rapid growth as the premier Customer Success platform. Gainsight designed the ecosystem to answer customer needs for a simple and effective means of implementing Customer Success programs and drive customer-centric transformation. Initial member companies include Accenture, Coastal Cloud, ServiceSource and Waterstone Management Group. In an effort to help drive more impactful outcomes for customers, Gainsight’s announcement of their ecosystem has created a more seamless way to bring together all of the different pieces companies are using to manage Customer Success, in a curated fashion, so that customers can achieve the most impactful results and the best time to value. “Sales and marketing have long benefited from established ecosystems of services and solutions providers that exist to serve both the breadth and depth of use cases within that industry,” said Nick Mehta, CEO of Gainsight. […]

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Being Successful At Customer Success

A conversation with Allison Pickens, CCO, Gainsight  

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Gainsight™ Makes Two Executive Appointments: Chief Information Officer and Chief People Officer

Addition of Kirsten Helvey to Board of Directors Adds Practitioner Experience to the Customer Success Leader   [San Francisco – April 6, 2018] — Gainsight™, the Customer Success company, today announced the addition of two executive hires: IT expert and business leader, Karl Mosgofian, has joined the company as Chief Information Officer, and HR veteran, Carol Mahoney, has joined the company as Chief People Officer. The company also appointed to its board of directors Kirsten Helvey, former Chief Operating Officer at Cornerstone OnDemand. With the addition of these new executives, Gainsight has strengthened the experience of its leadership team, added practitioner experience to its board of directors, and has drawn a clear correlation between both IT and employee success as key enablers for driving Customer Success.   The role of the CIO within enterprise companies has increasingly been seen as tactical and reactive — due primarily to the pace of change in how digital technologies are procured and deployed. While CIOs and IT experts are essential for digital transformation, businesses are slow to adopt this principle. According to Logicalis’s Global CIO survey, CIOs are spending 60-80 percent of their time on day-to-day IT management, leaving little to no time for […]

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Gainsight Announces the Largest Industry Gathering in Customer Success at Pulse 2018

Over 5000 Executives Expected to Attend Gainsight’s Sixth Annual Industry Conference [San Francisco – March 20, 2018] — Gainsight™, the Customer Success company, today announced its sixth annual Customer Success industry conference, Pulse 2018, is expecting more than 5000 executives and Customer Success professionals to convene at the San Mateo County Events Center in San Mateo, CA. on April 10-11, 2018. Pulse is the annual destination for Customer Success professionals from all industries to share best practices, learn about new industry developments, network with peers, and celebrate being pioneers of the emerging profession. The two-day event aims to help executives and professionals in post-sales and customer-facing roles manage effective Customer Success programs and grow into successful recurring revenue businesses. The conference includes educational sessions on industry best practices, exciting special events and compelling keynotes from leading companies such as Box, Microsoft, Okta, ServiceNow, VMware and others. Gainsight has partnered with over 30 companies to produce the conference, including N3, ServiceRocket, Accenture, Deloitte and others. “Over the past six years, Pulse has become the forum where all members of the Customer Success community — from practitioners to chief executives — gather to learn, network, and advance the interests of one of […]

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Leading Customer Success Company Gainsight Highlights Year Of Record Growth

Introduction of New Capabilities Enable Enterprise-Wide Collaboration on Customer Health [San Francisco – March 12, 2018] — Gainsight™, the Customer Success company, today announced it delivered another year of record growth fueled by the introduction of a set of breakthrough technologies that further cements its leadership in Customer Success. Gainsight now manages an active roster of customers that, includes 50% of all publicly traded cloud companies, and 60% of top software companies. Over the past three years, Gainsight’s revenue has grown over 1000 percent, and increased its customer base with brands such as Adobe and Workday. While much of the technology industry has made the transition to SaaS-based or recurring-revenue business models, today the shift is sweeping traditional businesses as well as they embark on digital transformation. According to a 2016 IDC report, by 2018 67% of the 1,000 largest global companies in the world will make digital transformation a key strategic initiative; while a 2017 survey by Gartner showed that 42% of CEOs have begun digitally transforming their business. As a result, businesses are now required to deliver customer outcomes, using software like Gainsight’s Customer Success platform to proactively monitor and manage the health of their customers while driving […]

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Reducing Churn For Customer Success

 organizations are realizing Customer Success importance in their own growth curve and have begun investing in Customer Success teams

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Slack Tops G2 Crowd’s List of Best Software Companies 2018

Products in the Leader quadrant are rated highly by G2 Crowd users and have substantial Market Presence scores. Leaders include: Gainsight 

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Are You Ready to Host a User Conference? 5 Ways to Tell the Time Is Right.

A good example is Pulse – a user conference by Gainsight. Billed as “the ultimate customer success event,” Pulse allows attendees to network and learn and share best practices in managing customer relationships

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Gainsight™ Ranked Number 15 Fastest Growing Company in North America on Deloitte’s 2017 Technology Fast 500™

Attributes 11,677% Percent Revenue Growth to the Fulfillment of Customer Success as a Growth Imperative in the Modern Economy SAN FRANCISCO, CA – November 9, 2017— Gainsight™, the Customer Success company today announced it ranked 15th on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America. Gainsight grew 11,677% percent during this period. Gainsight’s chief executive officer, Nick Mehta, credits the incredible growth of the Customer Success industry and the inevitability of the discipline for recurring revenue businesses with the company’s 11,677% revenue growth. He said, “The balance of power has fundamentally shifted from vendor to the customer in the service model. Companies of all sizes and domains recognize that there’s more value to be gained over the lifetime of the customer—and that it’s their responsibility to help the customer achieve their desired outcomes with their products and services.” “The Deloitte 2017 North America Technology Fast 500 winners underscore the impact of technological innovation and world class customer service in driving growth, in a fiercely competitive environment,” said Sandra Shirai, vice chairman, Deloitte Consulting LLP and U.S. technology, media and telecommunications leader. “These companies are on […]

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Deloitte’s Technology Fast 500™

Gainsight™ ranked #15 Fastest Growing Company in North America on Deloitte’s 2017 Technology Fast 500™.   Gainsight™, the Customer Success company today announced it ranked 15th on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America. Gainsight grew 11,677% percent during this period. Gainsight’s chief executive officer, Nick Mehta, credits the incredible growth of the Customer Success industry and the inevitability of the discipline for recurring revenue businesses with the company’s 11,677% revenue growth. He said, “The balance of power has fundamentally shifted from vendor to the customer in the service model. Companies of all sizes and domains recognize that there’s more value to be gained over the lifetime of the customer—and that it’s their responsibility to help the customer achieve their desired outcomes with their products and services.” Read more here. 

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Gainsight™ Unveils New Solution to Drive Customer Success Through Professional Services

Gainsight for Services Success Enables Shift in Service Strategy from Hours to Outcomes LAS VEGAS, NV — October 24, 2017 — Gainsight™, the Customer Success company, today unveiled a new solution on its Customer Success software platform called Gainsight for Services Success, designed exclusively for professional services teams. Now, for the first time, services teams have access to a technology platform that will enable them to drive a seamless customer journey from the handoff from sales to the realization of specific business outcomes. Over the past 10 years, with the rise of the subscription business model, companies have increasingly begun to offer their customers new services as a way of providing value on top of their products or to drive entirely new revenue streams. According to Gartner, by 2020 more than 80% of software vendors will change their primary business model from traditional license and maintenance to subscription.   To make this shift successfully, businesses need to engage with their customers in an entirely new manner. Customers of subscription-based services are intensely focused on time-to-value as well as the achievement of specific business outcomes. As a result, the traditional approach of services organizations, which is focused on project success (time […]

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Bay Area’s fastest-growing tech companies

Gainsight was recognized as one of the Bay Area’s Fastest Growing Tech Companies by San Francisco Business Times “The sheer number of technology companies on the Fast 100 list, our annual ranking of the fastest-growing private companies in the Bay Area, speaks to the health and strength of the sector across the region. Tech companies make up the biggest industry group within our list, and the top five fastest growing companies on this year’s list are all tech companies. Case in point, first-ranked Redwood City-based Gainsight, a customer success software provider that saw an astonishing 1,484.8 percent revenue growth from 2014 to 2016.” Read more here.   

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100 Fastest-Growing Private Companies in the Bay Area

San Francisco Business Times ranked 100 fast-growing private companies by percent growth in revenue from fiscal year 2014 to fiscal year 2016.

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Inc.500 Top Companies in America

Gainsight ranked #102 in Inc.500’s list of the Top Companies in America.  “Inc. magazine today ranked Gainsight™, the Customer Success Company, No. 102 on its 36th annual Inc. 5000, the most prestigious ranking of the nation’s fastest-growing private companies. The list represents a unique look at the most successful companies within the American economy’s most dynamic segment— independent small and midsized businesses. Companies such as Microsoft, Dell, Domino’s Pizza, Pandora, Timberland, LinkedIn, Yelp, Zillow, and many other well-known names gained their first national exposure as honorees of the Inc. 5000.” Read more here. 

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Gainsight™ Ranks No. 102 on the 2017 Inc. 5000 with Three-Year Sales Growth of 3843%

Customer Success Leader Announces Addition of Chandar Pattabhiram and Dan Rogers to Board of Advisors NEW YORK, August 21, 2017 – Inc. magazine today ranked Gainsight™, the Customer Success Company, No. 102 on its 36th annual Inc. 5000, the most prestigious ranking of the nation’s fastest-growing private companies. The list represents a unique look at the most successful companies within the American economy’s most dynamic segment— independent small and midsized businesses. Companies such as Microsoft, Dell, Domino’s Pizza, Pandora, Timberland, LinkedIn, Yelp, Zillow, and many other well-known names gained their first national exposure as honorees of the Inc. 5000. “It’s an incredible honor to be recognized by Inc. for a second time and to be counted among some of the most pioneering companies in the country,” said Nick Mehta, Chief Executive Officer at Gainsight. “This validation is yet another proof point that Customer Success is gaining momentum as a fundamental imperative in the modern economy. We’re thrilled to be part of that journey.” The 2017 Inc. 5000, unveiled online at Inc.com and with the top 500 companies featured in the September issue of Inc. (available on newsstands August 16) is the most competitive crop in the list’s history. The average […]

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The SaaS Report’s Top 50 SaaS CEOs of 2017

Nick Mehta, Gainsight CEO, was named on of the Top 50 SaaS CEOs of 2017 by The SaaS Report.   “Since 2013, Nick has been CEO of Gainsight. The Company has raised over $150 million and has over 400 employees. Previously, Nick was CEO of LiveOffice which was acquired by Symantec in 2012 for $115 million. Nick received his undergraduate and graduated degrees from Harvard. Gainsight, the customer success company, helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy.”   Read more here.

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Gainsight Announces New ‘Voice of the Customer’ Offering to Accelerate Customer Success

The Customer Success Company Releases Gainsight for VoC, Combining a Fully Featured Customer Feedback Management Solution with Best in Class Playbooks that Immediately Turn Insights into Actions REDWOOD CITY, CA – August 2, 2017 — Gainsight™, the Customer Success company announced today the availability of a game-changing Customer Feedback Management solution called Gainsight for Voice of the Customer (VoC). Gainsight for VoC is a standalone product leveraging the power of the award-winning Gainsight Customer Success platform to better enable companies to listen to customers and quickly act on their feedback at scale. As companies continue to move at an ever-increasing pace toward Customer Success, Gainsight for VoC provides an easy way to get started and quickly realize value. Gainsight for VoC provides an end-to-end Customer Feedback Management platform that turns survey responses into actions, fast. With Gainsight for VoC, customers can send highly personalized surveys, trigger carefully orchestrated follow-up actions, and leverage insights to help prioritize investments that drive customer satisfaction and retention. Furthermore, Gainsight for VoC offers new and innovative features such as the visual Journey Orchestrator, which makes it easy for non-technical users to quickly launch multi-step feedback campaigns. Gainsight has been offering surveys in its Customer Success […]

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Forbes Top 100 Cloud Companies

Gainsight ranked #52 in Forbes 2017 List of Top 100 Cloud Companies. “The next time Gainsight raises money from investors, it will likely be as the first billion-dollar startup in customer success. That looming distinction was set up on Tuesday when the company announced triple-digit growth, key new hires and a new $52 million investment that puts the company in knocking distance of unicorn status the next time it dips into investor pockets. CEO Nick Mehta announced the news at the company’s annual customer event in Oakland, California, called Pulse.” Read more here

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Gainsight Announces Sally Award Winners for Customer Success at Pulse 2017

Winners include Blackbaud, Angie’s List, Red Hat, Concur, Alfresco, IBM OAKLAND, CA, May 15, 2017 /PRNewswire/ — Gainsight™, the Customer Success company announced last week the winners of the prestigious Sally awards. The Sally’s are awarded to organizations that have demonstrated excellence, efficiency, innovation, and advocacy in Customer Success. “The Sally Awards aren’t given—they’re earned. Winning one means your company is transformationally and cross-functionally aligned around positive customer outcomes,” said Gainsight CEO Nick Mehta. While some of the awards are based on Gainsight usage data, others are open for nominations and go through a rigorous selection process. The awards were given out to winners at Pulse 2017. “This is a wonderful recognition and we’re beyond proud of our Customer Success team!” said Dorie Wallace and Esther Pomelo-Fowler, Blackbaud’s Vice Presidents of Customer Success, on winning the Customer Success Excellence Award. “Angie’s List is delighted to be recognized for Excellence in Customer Success.” said Esther Friend, VP of Sales Operations and Transformation at Angie’s List. “As part of our ongoing enhancements to how we communicate with our Service Providers and support them throughout their journey, we have defined success plans and key customer milestones. We are capturing our customers’ goals and […]

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Gainsight Announces New Capabilities to Help Large Enterprises Drive Customer Success at Scale

New Release Introduces Enhanced Automation, AI-Powered Collaboration and Enterprise-Grade Security OAKLAND, CA – May 12, 2017 – Gainsight™, the Customer Success company announced today a major product release that will help large enterprises with complex environments more effectively drive Customer Success at scale. The release, which brings the company closer to delivering on its vision of building a Customer Success Network, was debuted on stage today at Gainsight’s Pulse 2017, the largest conference for the Customer Success industry with over 4,000 members of the community in attendance. “Our research clearly shows that companies that are able to effectively scale their Customer Success operations enjoy higher gross retention and expansion rates,” said Karl Rumelhart, Vice President of Products at Gainsight. “We’re excited about this new release of the Gainsight platform as it enables our customers to leverage rich customer data in new and innovative ways so they can accelerate growth within their existing customer base with greater efficiency.” Gainsight announced earlier this week that it has closed a $52 million Series E round led by Lightspeed Venture Partners. In addition to participation from existing investors Battery Ventures, Bain Capital Ventures, Bessemer Venture Partners, Summit Partners, Salesforce Ventures and Insight Venture Partners, […]

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Venture Deals

Gainsight, a Redwood City, Calif.-based enterprise software provider, raised $52 million in Series E funding. Lightspeed Venture Partners led the round. Existing investors Battery Ventures, Bain Capital Ventures, Bessemer Venture Partners, Salesforce Ventures and Insight Venture Partners, Cisco Investments participated.

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Gainsight Raises $52 Million in Series E Funding to Build the Customer Success Network

Company Announces 167% Revenue Growth, Veteran Executive Hires and Promotion of Allison Pickens to Chief Customer Officer OAKLAND, CA – May 9, 2017 – Gainsight™, the Customer Success company announced today that it has closed a $52 million Series E round led by Lightspeed Venture Partners. In addition to participation from existing investors Battery Ventures, Bain Capital Ventures, Bessemer Venture Partners, Summit Partners, Salesforce Ventures and Insight Venture Partners, Cisco Investments also participated in the round. The company intends to use the funds to accelerate the expansion of Customer Success into new global markets, industries and channels. As part of the investment, Rowan Trollope, SVP & GM, Internet of Things (IoT) and Applications Division at Cisco will become an observer to Gainsight’s board of directors. Gainsight also revealed it logged 167% year-over-year revenue growth in the last fiscal year, now boasts over 430 employees across seven global offices and has added new customers across industries. These include enterprise technology (Gigamon, SecureWorks and VMware), SaaS (ABC Financial), and healthcare (MCG Health, naviHealth and Resmed Brightree). The company made these announcements today as over 4,000 members of the Customer Success community gather in Oakland, CA at Pulse 2017, the industry conference of […]

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