Profile
Meenal Shukla

Meenal Shukla

Senior Director of Customer Success, Gainsight

Content

Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessJanuary 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
1722 Views
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessJanuary 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
1366 Views
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessJanuary 19
1. Customer Success will become more and more metrics-driven. Without performance standards, it is very difficult to show the true value of CS to the organization. 2. Proactive experience and Personalization: believe the future of customer success will continue to focus on providing a personaliz...Read More
1322 Views
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessJanuary 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
1256 Views
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessJanuary 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
1251 Views
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessJanuary 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
1165 Views
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessJanuary 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
1145 Views
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessJanuary 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
1049 Views
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessMarch 23
As the Head of Customer Success in a startup that did not have Customer Success Managers before, your primary objective would be to establish a successful customer success function. To do this, you must take a phased approach in the first 30/60/90 days to develop a foundation for success. Here a...Read More
989 Views
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessJanuary 19
There are several ways to break into the tech industry as a customer success manager: 1. Look for growth opportunities in your existing organization: Even if you start in a different role, look for opportunities to take on more responsibilities related to customer success, and to demons...Read More
896 Views
Credentials & Highlights
Senior Director of Customer Success at Gainsight
Top Customer Success Mentor List
Top 10 Customer Success Contributor
Knows About Product Adoption, Customer Success / Sales Alignment, Customer Success Soft and Hard ...more