AMA: Gainsight Senior Director, Customer Success, Michael Maday on Scaling a Customer Success Team
April 10 @ 10:00AM PST
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Gainsight Senior Director, Customer Success, Michael Maday on Scaling a Customer Success Team
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Michael Maday
Gainsight Senior Director, Customer Success • April 10
When interviewing new Customer Success Managers, I prioritize strong communication skills and professionalism as fundamental requirements for the role. Additionally, I seek evidence of their proven track record in essential role-related skills. I also inquire about instances where they've demonst......Read More
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Michael Maday
Gainsight Senior Director, Customer Success • April 10
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 expedite time to value recognition and provide tangible proof to the customer. Growth of this value becomes the cornerstone for alig......Read More
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Michael Maday
Gainsight Senior Director, Customer Success • April 10
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 is to analyze renewal and expansion rates for accounts managed by Customer Success. By applying this financial model, you can de......Read More
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Michael Maday
Gainsight Senior Director, Customer Success • April 10
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 opportunities for growth. 2. Implementation of a streamlined risk identification process enabling Customer Success Managers to pro......Read More
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Michael Maday
Gainsight Senior Director, Customer Success • April 10
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 All-Hands meetings. Additionally, we host Leader-level Quarterly Business Reviews (QBRs) where all teams are represented, allow......Read More
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Michael Maday
Gainsight Senior Director, Customer Success • April 10
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 be prudent. Alternatively, if a product contributes substantially to revenue, it warrants priority attention. Specializing tea......Read More
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Michael Maday
Gainsight Senior Director, Customer Success • April 10
1. Customer Success Managers (CSMs) are grouped into segments based on either Product Type or Annual Recurring Revenue (ARR). 2. Each CSM reports to a CS Director responsible for leading their respective segment. 3. CS Directors report to the VP of Customer Success, who manages all C......Read More
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