Michael Maday
Senior Director, Customer Success, Gainsight
Content
Michael Maday
Gainsight Senior Director, Customer Success • February 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
553 Views
Michael Maday
Gainsight Senior Director, Customer Success • February 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
534 Views
Michael Maday
Gainsight Senior Director, Customer Success • February 17
Always try teaching them someone that they don't already know about the business, product, or customers. Keep your communications tight, both verbal and written! Never let them walk into a risky/negative situation unprepared Remember that they are people too! Establish yourself as a ......Read More
495 Views
Michael Maday
Gainsight Senior Director, Customer Success • February 16
This is a tough one! In this situation, I would do my best to flex my diplomatic skills. Draft up communication that includes both Execs (with some other relevant stakeholders if possible) and do your best to lay out the pros and cons of both options, doing your best to appear as neutral as ......Read More
488 Views
Michael Maday
Gainsight Senior Director, Customer Success • February 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
466 Views
Michael Maday
Gainsight Senior Director, Customer Success • February 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
389 Views
Credentials & Highlights
Senior Director, Customer Success at Gainsight
Customer Success AMA Contributor
Knows About Customer Success / Customer Support Alignment, Customer Success / Sales Alignment, Ma......more