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Michael Maday

AMA: Gainsight Senior Director, Customer Success, Michael Maday on Influencing the C-Suite

February 16 @ 9:00AM PT

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  1. Who do you align yourself with to gain momentum in the leadership organization?

    Michael Maday
    Michael Maday

    Payscale Vice President - Customer Success & Implementation • 3y

    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 escalations are part of our day-to-day but if you do not have a strong relationship with Support you will not have a lifeline when you need something prioritized, or eyes on an issue impacting your customer.  S ...Read More

    2,178 Views
    1 request

  2. 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
    Michael Maday

    Payscale Vice President - Customer Success & Implementation • 3y

    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 customers. Analayze this data to understand trends, and how the CS team is driving outcomes and then eliminate non-crucial tasks.

    1,905 Views
    1 request

  3. How do you ensure alignment when you have two senior executive stakeholders who disagree with each other on the proposed strategy and you are stuck in the middle?

    Michael Maday
    Michael Maday

    Payscale Vice President - Customer Success & Implementation • 3y

    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 possible and then push these execs to make a decision one way or the other. If you feel very strongly that one option is the correct one, and you have facts to back this up, do not walk away from an opportun ...Read More

    1,877 Views
    1 request

  4. What are some ways that junior and newer customer success managers can get greater exposure to the C-Suite?

    Michael Maday
    Michael Maday

    Payscale Vice President - Customer Success & Implementation • 3y

    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 conversation unprepared and it is your role as the CSM to make sure this NEVER happens within your book of business. When you have an Executive joining your meeting, over-index on the prep you put together for them. R ...Read More

    1,809 Views
    1 request

  5. What are the best habits to do when working with C-Suite?

    Michael Maday
    Michael Maday

    Payscale Vice President - Customer Success & Implementation • 3y

    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 go-to person that they can count on in key situations. Be hungry and aggressive!

    1,756 Views
    1 request

  6. How do you influence the C-Suite to get more resources?

    Michael Maday
    Michael Maday

    Payscale Vice President - Customer Success & Implementation • 3y

    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 positively impact Retention Rates, Drives Expansion, or Reduces churn. Additionally, these requests must be as data-driven as possible and not hypothetical scenarios. Be critical in your assessment and if your ...Read More

    1,469 Views
    1 request