Customer Success Stakeholders

1 Answer
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessApril 24
Online communities play a pivotal role in driving product adoption and enhancing customer success. When done right, they serve as vibrant hubs where users can engage with each other, as well as with the product team, creating a dynamic ecosystem that supports learning, feedback, and advocacy. Her......Read More
527 Views
1 Answer
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessApril 10
You can go two ways here with respect to metrics. 1. Use a metric they know and understand 1. Pros: They can engage with it, they have an understanding of why it may be going up or down and a sense of how they can help influence it. 2. Cons: It might not be the best mea......Read More
666 Views
4 Answers
Catherine Bassett
Catherine Bassett
Gorillas VP ProductMarch 9
What most customer success managers get wrong in my experience is not using the right data or framing the story specifically to the needs of the C-Suite. If you're looking for investment, make sure they understand fully what the investment is and how it will benefit the company and customers. How......Read More
425 Views
3 Answers
Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 22
I started my career in sales. As an Account Executive, my job was to gain an in-depth understanding of my customer’s business objectives and advise them as to solutions that could address their challenges. As deals progressed, the C-Suite would participate in the evaluation and often be the final......Read More
753 Views
3 Answers
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 16
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
1440 Views
3 Answers
Alex Irina Sandu
Alex Irina Sandu
Alex Irina Sandu Business & Product StrategyFebruary 15
The most important things are the impact on business and product objectives, relevance to the market and the competitive position of the company and the cost to implement / change. Here's how to provide value: * When you write a presentation or document for the C-Suite, tie the points t......Read More
439 Views
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.
3 Answers
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 16
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
954 Views
1 Answer
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessSeptember 1
Given that it is a broad question, I will narrow it down to customer success roles (my answer will be different if you are in a marketing, PM, Engineering or FP&A roles). 1. Showcase Results and Impact: When applying for customer success roles, emphasize your track record of delivering ta......Read More
694 Views
4 Answers
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 16
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
930 Views
4 Answers
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 17
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
839 Views