AMA: Gainsight Senior Director, Customer Success, Michael Maday on Influencing the C-Suite
February 16 @ 9:00AM PST
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Gainsight Senior Director, Customer Success, Michael Maday on Influencing the C-Suite
Top Questions
Michael Maday
Gainsight Senior Director, Customer Success • February 16
In this current economic landscape, the only teams that are going to be allocated resources are the ones that are able to show and substantial return on investment (ROI) to the organization. For example, Customer Success teams must be able to project how adding resources or technology will positi......Read More
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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.
Michael Maday
Gainsight Senior Director, Customer Success • February 15
To understand what initiatives are critical to focus on within your business, you need to take a data-driven approach. A quick strategy would be to understand the financial changes within your customer base (add-on dollars, churn dollars) and then review the activities that occurred with these cu......Read More
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Michael Maday
Gainsight Senior Director, Customer Success • February 15
Senior Executives love to learn things that they do not already know about the company, your product, or your industry. When an opportunity arises for you to interact with them, give them an opportunity to learn from you! Additionally, these leaders despise walking into a difficult conversatio......Read More
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Michael Maday
Gainsight Senior Director, Customer Success • February 15
This is a tough one! In this situation, I would do my best to flex my diplomatic skills. Draft up communication that includes both Execs (with some other relevant stakeholders if possible) and do your best to lay out the pros and cons of both options, doing your best to appear as neutral as ......Read More
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Michael Maday
Gainsight Senior Director, Customer Success • February 15
As a Customer Success leader, there are a handful of alignments that I have prioritized. Sales - Aligning CS & Sales is the most important thing an organization can do and if you be the tie that binds these groups, it will pay significant dividends. Support - Bugs happen, tickets and escal......Read More
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Michael Maday
Gainsight Senior Director, Customer Success • February 16
Always try teaching them someone that they don't already know about the business, product, or customers. Keep your communications tight, both verbal and written! Never let them walk into a risky/negative situation unprepared Remember that they are people too! Establish yourself as a ......Read More
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