AMA: Gainsight Senior Director, Customer Success, Michael Maday on Scaling a Customer Success Team

Customer Success Managers (CSMs) are grouped into segments based on either Product Type or Annual Recurring Revenue (ARR).Each CSM reports to a CS Director responsible fo...

In this scenario, I aim to pinpoint areas where the most significant impact can be made. If one product exhibits notably lower retention rates, focusing efforts there may...

Key initiatives for a nascent Customer Success team to establish include:1. Implementation of a robust Health Score framework capable of forecasting both risks and opport...

Understanding and quantifying the value customers receive is paramount for a new CSM function. Once identified, it facilitates the construction of a CS framework to exped...

We conduct monthly CS All-Hands meetings for team updates. Quarterly, we extend this to include all teams under our Chief Customer Officer (CCO), along with company-wide ...

When interviewing new Customer Success Managers, I prioritize strong communication skills and professionalism as fundamental requirements for the role. Additionally, I se...

To scale a Customer Success function effectively, it's crucial to demonstrate its financial impact and how additional headcount can amplify this effect. A simple method i...