Meenal Shukla

AMA: Gainsight Director of Customer Success, Meenal Shukla on Influencing the C-Suite

August 31 @ 10:00AM PST
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Gainsight Director of Customer Success, Meenal Shukla on Influencing the C-Suite
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Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31
1. Understand Their Perspective: Understand the key concerns, goals, and metrics for success of the C-Suite. They are often focused on the organization's overall growth, profitability, and sustainability. 2. Build a Solid Business Case: Develop a strong business case that clearly ......Read More
365 Views
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How do we work with our Exec team to help narrow down what we focus on?
Customer success managers often get pulled in several directions and everything feels urgent.
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31
Customer Success Managers (CSMs) indeed often find themselves pulled in multiple directions with everything feeling urgent. It’s important to work with the executive team to prioritize and focus on what’s most important for the business and the customers. Here are some steps to help narrow down f......Read More
415 Views
1 request
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31
Getting exposure to the C-Suite as a junior or newer Customer Success Manager (CSM) can be challenging, but it is definitely possible with the right approach. Remember, getting exposure to the C-Suite is not just about getting noticed, but also about contributing value to the organization and dem......Read More
358 Views
1 request
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31
Ensuring alignment between senior executive stakeholders who disagree on a proposed strategy can be challenging but is crucial for the success of the project and the organization. Here are some strategies to help navigate this situation: 1. Understand the Perspectives: First and foremost, make......Read More
363 Views
2 requests
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31
Here are some key people to consider aligning with: 1. Your Manager: Your direct manager is a crucial ally in your growth. They can provide guidance, feedback, and support, as well as advocate for you within the organization. 2. Mentors: Seek out mentors who can provide guidance, shar......Read More
385 Views
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Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31
I am going to answer this question from the lens of a Customer Success leader. Here is how my internal discussions look like while talking to the C-suite within my company. 1. Regular Updates: Provide regular updates on the performance of the customer success team, key metrics (e.g., Net P......Read More
373 Views
1 request
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31

I was not very good at this and learned through my mistakes :-).

Please look at my answer for the question, 'What advice would you give to your younger self as a customer success manager on influencing the C-Suite?'

379 Views
2 requests
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31
1. Understand Their Goals and Objectives: Understand the overall goals and objectives of the organization and align your work with them. CIO care about efficiency and innovation but also cost savings. CRO care about revenue acceleration and optimization. CCO care about GRR and NR......Read More
392 Views
2 requests
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31
1. Be Confident: Have confidence in yourself and your abilities. You were hired for a reason, and you have valuable insights and perspectives to offer. 2. Develop a Strong Professional Brand: Be known for being an expert in your field, for being reliable and delivering on your commitme......Read More
390 Views
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Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31
Here are some common mistakes: 1. Not Speaking Their Language: C-Suite executives are focused on high-level strategic goals like increasing revenue, reducing costs, expanding market share, etc. If you are not aligning your conversation or request with these strategic goals, you may ......Read More
719 Views
1 request
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessAugust 31
Given that it is a broad question, I will narrow it down to customer success roles (my answer will be different if you are in a marketing, PM, Engineering or FP&A roles). 1. Showcase Results and Impact: When applying for customer success roles, emphasize your track record of delivering ta......Read More
694 Views
1 request