Gainsight
Gainsight
YouTube Video
  • One of the most common questions Customer Success leaders ask is, "How should I pay my CSMs?" Our first answer is "a lot!" The reality of the CS landscape is that wages have yet to be standardized to the level of Sales, for example. But beyond the basic pay scale, companies are wrestling with the right type of incentive model to align Customer Success to Teammate Success. Some companies strongly ...

Gainsight
Gainsight
YouTube Video
  • When it comes to making bets on the future of technology and wealth, sometimes you win and sometimes you lose. But these VCs got to the highest level of their field by being right way more often than being wrong. And they have strong opinions on Customer Success—and they've put their money where their mouth is. They'll reveal how they're thinking about the future of business, tech, the economy, a...

Gainsight
Gainsight
YouTube Video
  • When we talk about the transformative power of technology to measure, predict, and positively affect customer behavior, how is it that IT isn't always (or even often) a part of that conversation? At Okta, they know how critical IT/CS alignment is for building a tech stack that truly drives consistent customer outcomes. And it starts with the relationship between the CIO and the CCO. In this sess...

Gainsight
Gainsight
YouTube Video
  • Humans tend to conceptualize our worldviews in terms of narratives. There are characters and conflict and objectives and protagonists and antagonists. In business terms, we often frame the subscription economy as a "burning platform," and the Customer Success imperative as a "moment of truth." There's a customer journey, a climax, a character arc, and ultimately a resolution. It makes sense to ou...

Gainsight
Gainsight
YouTube Video
  • This is a continuation of one of the highest-rated sessions from 2017. It's been decades since companies first broadly began realizing that investing in sales training and development has a huge causal effect on sales performance. Recently, CSM leaders have seen the same benefit from CSM training. And because there's significant overlap between mission-critical CSM skills and Sales skills, more an...

Gainsight
Gainsight
YouTube Video
  • One of the most common questions Customer Success leaders ask is, "How should I pay my CSMs?" Our first answer is "a lot!" The reality of the CS landscape is that wages have yet to be standardized to the level of Sales, for example. But beyond the basic pay scale, companies are wrestling with the right type of incentive model to align Customer Success to Teammate Success. Some companies strongly ...

Gainsight
Gainsight
YouTube Video
  • This is the sequel to one of our most popular sessions from last year. If you're like most CSMs, you could have a clone of yourself and still need a time machine to get through your workload on any given day. But if you just make it through the day and just go to your meetings and respond to your emails, are you truly driving Customer Success proactively? The most effective CSMs have mastered th...

Gainsight
Gainsight
YouTube Video
  • The partnership between Services and Customer Success is critical to delivering success for your customers, but many Services organizations have evolved to optimize for utilization, bookings, and billings, and Customer Success organizations are bringing a new focus on NPS, adoption, and advocacy, while everyone is thinking about retention. This mix can bring tension to organizations, create fricti...

Gainsight
Gainsight
YouTube Video
  • Digital Transformation is the defining issue in today's economy—and it's not just for legacy enterprises. Every industry and every size and scale of company has the opportunity to thrive or fail amid this disruption. But first you have to separate the vision of this change from the reality. So how does Digital Transformation fit into your company's vision and pitch? And how does Customer Success f...

Gainsight
Gainsight
YouTube Video
  • Sometimes it pays to wait. Take your time. Be cautious. But when it comes to protecting and nurturing your company's most valuable asset—your customer base—you can't work fast enough. That's why ServiceNow is scaling up its CSM team all at once, and doing it quickly. But that brings with it its own set of challenges. How do you bring the right talent in? What's the career path for both new and cu...

Gainsight
Gainsight
YouTube Video
  • The dream of moving from a transactional sales model to a process-driven revenue management model is still in its infancy at most companies. While the vision of the "to-be state" is very clear, most traditional tech companies are struggling to actually make the needed changes. Even born-in-the-cloud companies are still mostly running their sales motions using the classic approaches in everything f...

Gainsight
Gainsight
YouTube Video
  • When employees find meaning and purpose in their work they are more invested, happier, and the organization flourishes. Wendi Sturgis, CCO of Yext, has firmly established this purpose at her company, and the business results have been astonishing. Learn how the Power of Purpose isn't just a cheesy or empty phrase, it's a potent, effective, game-changing strategy.

Gainsight
Gainsight
YouTube Video
  • Microsoft is not-so-quietly organizing the largest Customer Success effort in the history of business, with more than 1,600 people in their enterprise CSM operation. Since Satya Nadella took over and made the famous move to the cloud, the company is almost unrecognizable—everything except the massive success, at least. And customer outcomes are the core of the strategy for continuing that success ...

Gainsight
Gainsight
YouTube Video
  • Let's say you were just promoted to the Chief Executive Officer at a rapidly growing company that fills a critical need in a huge industry. What would your number one priority be? For Dennis Fois, that's not a hypothetical question, but it does have a clear and obvious answer: Customer Success. In this session, he'll explain how he's transforming NewVoiceMedia around positive, repeatable customer...

Gainsight
Gainsight
SlideShare Presentation
  • Dan Steinman's presentation at CXO, VP & Directors of SAAS Firms Seminar hosted by Intrinsic Executive Research. Do you want to know why everyone is talking about Customer Success? Is everyone really moving to a recurring revenue model? Does anyone actually know how to help me through this transition? Here is a unique chance to see what one of the world's leading experts, Dan Steinman, GM of Ga...

Gainsight
Gainsight
YouTube Video
  • Does this exchange look familiar to you? If so, you're either a Customer Success Manager or you have one! Need a shoulder to cry on? Or just want to hang out with people who "get it?" The world's largest gathering of CSMs, CCOs, Account Managers, and other Post-Sales professionals is Pulse. Join us April 10-11 in San Mateo, California to network with and learn from the best in our industry. http...

Gainsight
Gainsight
YouTube Video
  • All too often, Customer Success leaders find themselves struggling to catch the attention of their Chief Executives. But our panel of elite CEOs has opened up their eyes and seen the signs that Customer Success leads to company success. Get their advice for opening up the eyes of your C-Suite, as well as hear their observations on the present and future of the industry in Europe in this panel disc...

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