AMA: Gainsight Senior Director - Client Outcomes, Kiran Panigrahi on Establishing the Customer Success Function

My focus is on learning, optimising, and driving impact. Here’s my structured 30-60-90 day approach:30 Days – Learn & AlignDeep dive into company goals, customers, an...

When setting up Customer Success from scratch or the base, the focus is on foundations, processes, team culture, and hiring the right people, all while staying agile and ...

Before implementing a Customer Success platform, renewals, expansion, and customer health can be tracked manually using spreadsheets, CRM reports, and regular check-ins. ...

My focus is on learning, optimising, and driving impact. Here’s my structured 30-60-90 day approach:30 Days – Learn & AlignDeep dive into company goals, customers, an...

Sure thing! Start by deeply understanding the customer journey...Identify: identify gaps in onboarding, adoption, and renewals. Define: List out clear processes and playb...

Customer Success and Sales should align on shared metrics like customer retention, growth, and satisfaction.To be able to come up with common KPIs such as renewal rates, ...

A Customer Success team org structure depends on the company's size, business model, and customer segmentation. In my experience managing large CS teams, a structure that...

While the mission of CS in any org, irrespective of small and large company, needs to be "Client Needs = CS = Business Outcomes"In a small or early startup culture, Custo...

As per me, a startup should hire its first Customer Success Manager when it secures recurring revenue and has at least a few paying or subscribed customers. This is typic...

Transitioning from a company where Customer Success is well-established to one where you have to build it from scratch comes with a mix of challenges and unexpected reali...

CS is always the growth driver for the company!When I was the first Customer Success Manager back in those days, establishing the function, prioritisation is key to creat...

Retaining good Customer Success talent requires a mix of growth opportunities, strong culture, and meaningful work. Here’s how to keep your best people engaged and motiva...

The future of Customer Success is evolving beyond traditional retention-focused roles into a strategic, revenue-driving function with deep technical expertise. Based on m...