Michael Maday

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
Michael Maday
Gainsight Senior Director, Customer SuccessApril 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
415 Views
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Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessApril 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
349 Views
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Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessApril 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
381 Views
2 requests
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessApril 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
426 Views
1 request
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessApril 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
369 Views
1 request
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessApril 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
432 Views
2 requests
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessApril 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
420 Views
1 request