Kiran Panigrahi

Senior Director - Client Outcomes, Gainsight

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Gainsight Senior Director - Client Outcomes, Kiran Panigrahi on Customer Success Scaling: Traditional CSMs vs. Tech-Enabled Team Members

May 30 @ 10:00AM PST

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When it's hard to tie certain campaigns or assets to the pipeline generation, what other metrics can we consider?

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

When directly correlating with pipeline generation proves difficult, consider alternative metrics such as engagement (website visits, email open rates), lead quality (conversion rates, lead scoring), brand awareness (social media sentiment, brand mentions), CAC, CLV, retention rates, customer ex......Read More

623 Views

I’m the first customer success hire in my company. What advice would you give to someone tasked with establishing this function in an existing business structure?

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

Absolutely, piloting the customer success function in an organization is a unique and exciting opportunity for growth and learning. Understanding the company's goals and objectives, defining clear objectives and KPIs, evaluating segmentation and existing processes, and fostering cross-functional ......Read More

475 Views

What are good OKRs for customer success?

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

A strategic approach involves mapping KPIs to the customer lifecycle stages, fostering a sense of purpose and confidence in your efforts. For instance: * NPS Over CSAT: While CSAT often leans towards support, NPS serves as a robust starting point, eventually evolving into a Customer Effort ......Read More

473 Views

How do customer success KPIs change with a self-serve product?

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

Customer success KPIs for a self-serve product may differ from those for a more traditional, high-touch product. This is more of a 1:Many methodology driven based on these strategies. Here's how they typically change: 1. Customer Onboarding and Activation: With a self-serve product, the focus ......Read More

462 Views

How do you develop quarterly/annual customer success OKRs and tie those to individual projects?

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

Developing quarterly or annual customer success OKRs and tying them to individual projects involves a structured approach: 1. Understand Company Goals: Align OKRs with overall company goals. 2. Define Objectives: Set specific objectives for the team. 3. Identify Key Results: Establish measu......Read More

459 Views

What are some KPIs that you find over-hyped and/or unimportant?

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

The importance of KPIs might vary from organization to organization and between the respective goals or objectives. It makes more sense to have continued or enhanced metrics than just focusing on the initial level of evaluating a particular KPI. Usage / Number of Logins - It helps us delve into ......Read More

456 Views

Setting KPIs can often feel arbitrary, especially when entering new markets. How do you get past this uncertainty to set realistic goals?

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

Setting KPIs can indeed feel arbitrary, especially in new or uncertain markets. However, there are strategies to overcome this uncertainty and set realistic goals: 1. Market Research and Analysis: this shall help set goals for the organization's fiscal year. 2. Benchmarking: Compare yours......Read More

450 Views

What's your process for figuring out what metrics to hold customer success accountable for?

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

I'd structure my thoughts tailored to the company's goals, customer needs, and product/service offerings, distinguish between leading and lagging indicators, establish the median metric numbers, and improvise as we go from time to time. 1. Understand Company Goals: I will start by understandin......Read More

445 Views

What KPIs should I own and not own as the first customer success hire?

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

In stepping into the Customer Success domain, it's crucial to prioritize KPIs that align with the role's core responsibilities. A strategic approach involves mapping KPIs to the customer lifecycle stages, fostering a sense of purpose and confidence in your efforts. For instance: * NPS Over CSA......Read More

416 Views

What are some of the *worst* KPIs to commit to achieving?

Kiran Panigrahi

Gainsight Senior Director - Client Outcomes • April 4

Committing to certain KPIs in customer success without considering their broader impact or relevance to overall business objectives can lead to misguided efforts and low outcomes. The metrics needs to be aligned in every phase of customer lifecycle, reviewed and alter accordingly to the goals of......Read More