Profile
Michael Maday

Michael Maday

Senior Director, Customer Success, Gainsight

Content

Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 15
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
1448 Views
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 16
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
1105 Views
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 15
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
955 Views
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 15
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
943 Views
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 15
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
937 Views
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessFebruary 16
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
840 Views
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessApril 10
When interviewing new Customer Success Managers, I prioritize strong communication skills and professionalism as fundamental requirements for the role. Additionally, I seek evidence of their proven track record in essential role-related skills. I also inquire about instances where they've demonst...Read More
432 Views
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessApril 10
Understanding and quantifying the value customers receive is paramount for a new CSM function. Once identified, it facilitates the construction of a CS framework to expedite time to value recognition and provide tangible proof to the customer. Growth of this value becomes the cornerstone for alig...Read More
426 Views
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessApril 10
To scale a Customer Success function effectively, it's crucial to demonstrate its financial impact and how additional headcount can amplify this effect. A simple method is to analyze renewal and expansion rates for accounts managed by Customer Success. By applying this financial model, you can de...Read More
420 Views
Michael Maday
Michael Maday
Gainsight Senior Director, Customer SuccessApril 10
1. Customer Success Managers (CSMs) are grouped into segments based on either Product Type or Annual Recurring Revenue (ARR). 2. Each CSM reports to a CS Director responsible for leading their respective segment. 3. CS Directors report to the VP of Customer Success, who manages all C...Read More
415 Views
Credentials & Highlights
Senior Director, 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