Meenal Shukla
Director of Customer Success, Gainsight
Content
Meenal Shukla
Gainsight Director of Customer Success • January 19
Almost did not want to answer this question because it would give it away. Haha! I ask: Has it ever happened to you if a very red customer is moved to your portfolio? What's your first reaction when that happens? How do you solve for it? The answer to the first question tells me whether the C......Read More
1047 Views
Meenal Shukla
Gainsight Director of Customer Success • January 19
Growth opportunities abound for really effective and successful CSMs. * Jungle GYM: We have seen and heard of Customer Success Managers moving into literally every department - Training, Marketing, Product, Analytics, Operations, Consulting, Professional Services, HR and more. (Check out......Read More
808 Views
Meenal Shukla
Gainsight Director of Customer Success • January 19
Must-have hard skills for a customer success leader include: * Operationally rigorous and metrics-driven * Knowledge of customer success best practices and methodologies * Strong presentation and negotiation skills * Cross-functional and be able to remove organizational barriers to get stuff......Read More
807 Views
Meenal Shukla
Gainsight Director of Customer Success • January 19
One example of a Customer Success Operations framework is the "Customer Success Management Framework" developed by Gainsight. The framework includes five key components: 1. Strategy: This component includes defining the overall customer success strategy, including identifying customer segme......Read More
802 Views
Meenal Shukla
Gainsight Director of Customer Success • January 19
Here are some core skills: - Being an established expert in your field or are you making an attempt to get there with certifications, answering questions in your community, answering internal questions, etc? - Being cross-functional with sales, services, support and product counterparts - Work......Read More
754 Views
Meenal Shukla
Gainsight Director of Customer Success • January 19
When CSMs are being asked to give the same updates to different people in different channels because: 1. Either there is no clear system of choice for the customer updates 2. If there is a system of choice, leadership is not enforcing its adoption, so people are doing their own thing 3. Leader......Read More
701 Views
Meenal Shukla
Gainsight Director of Customer Success • January 19
I may be biased but Gainsight offers some of the top resources on Customer Success. We release at least 2-3 blogs a week and we are constantly releasing new content as fast as we are learning from our community. 1. https://www.gainsight.com/blog/ for Blogs 2. https://www.gainsight.com/events/ ......Read More
674 Views
Meenal Shukla
Gainsight Director of Customer Success • January 19
Operational Rigor: ‘The buck stops with me' * Understand, follow and contribute to processes * Deliver on metrics * Ownership of customer situations Problem-solving ability: 'I am knowledgeable about my business, my product and our use cases' * Product knowledge * Knowledge about your ind......Read More
673 Views
Meenal Shukla
Gainsight Director of Customer Success • January 19
Weak leadership: A leadership that: * Does not establish clear RACI for the role * Do not have clearly defined metrics or a clear path to achieve them * Does not adequately staff CS operations team to help the CSM team * Does not invest in tooling to provide people with the right CS tools t......Read More
664 Views
Meenal Shukla
Gainsight Director of Customer Success • January 19
Metrics - Gross Retention of your book of business - Net retention of your book of business Leading indicators that you are doing your job well: - ROI delivered: We look at how many goals of the customers we have accomplished and how much percentage of customers do have an ROI delivered in th......Read More
625 Views
Credentials & Highlights
Director of Customer Success at Gainsight
Knows About Customer Success Operations, Customer Success KPIs, Customer Success / Customer Suppo......more