Pulse 2019

May 21-24, 2019 • San Francisco, CA, United States

An experience of a definitive networking and learning experience in customer success. Speakers brought perspectives from business luminaries, executives, to leading practitioner case studies. Trending topics of discussion were product enablement, PAL fundamentals, CSM, consumer success, and Gainsight Analyzer.

How Invitae Scaled Services Across Functions While Becoming More Customer-Centric

How KeepTruckin Scaled Success During Exponential Growth

How LogMeIn Leverages Analytics and Deploys Processes to Cross-Sell at Scale

How Lucidworks Leverages Gainsight to Prioritize Customer Excellence Across the Organization

How MINDBODY Overcame Analysis Paralysis and Built a Customer Journey that Worked

How Philips Delivers Outcomes using Gainsight to Win in Value-Based Healthcare

How Skedulo Ramped Customer Success in a Global SaaS Startup

How Sprinklr Reduces Risk and Mitigates Churn through Effective Escalation Management

How Tacton, a 21 Year-Old Company is Leaning Into Customer Success Transformation

How to Achieve Product-Market Fit

How to motivate your team through transparency, expectation setting, and bi-directional feedback

How to Navigate Difficult Conversations to Better Serve Customers and Grow Your Business

How UiPath Scaled Customer Success using Gainsight and Focus on Engagement, Competency, and Analytics

How Vanilla Ice inspired LinkedIn to break the barriers of Customer Success and Marketing to truly put customers first

How Workday Uses Gainsight to Transform Customer Adoption and Ownership

How Yext Delivers Customer Success at Scale Post-IPO with a Human-First Approach

How Zuora Built a Customer Success Team that Celebrates Racial, Ethnic and Gender Diversity

If you don’t own Product Management, you are doing CS wrong

ILAER: The Link Between Marketing, Sales and Customer Success

Internal Surveys: Taking Tech-Touch Programs Inside

Leading with value: How customer success can get out of the weeds with technical teams

Lessons from Nutanix’s Journey of Designing and Launching Customer Success

Mastering the “Adoption” Hurdle: How GE Digital Drives Adoption Management Planning and Execution with Gainsight

Now You See Me, Now You Don’t: How AI Is Revealing The True Hidden Health Score of Customers

Passion, love, and the ability to say no in a “Customer Success” driven company

Perfecting Your Handoffs: From Sales To Customer Onboarding To Customer Success

Planning for Success: How We Encourage CSMs of All Types to Use Gainsight

Product Experience Done Right: 3 Tips From TruSTAR

Renewal Management Practices and Gainsight Renewal Center Preview

Scale customer success, support & product with the help of your customer community

Scale isn’t a 4 Letter word: How WhitePages achieved a 1000:1 account ratio while improving the customer experience

Scaling Your Customer Team From 0 to 250: Stories from HubSpot’s Growth

Success at Scale: How Yext Leverages Gainsight for Self-Serve Automation

Success from the inside-out: Making your CS team the core driver of your business

Supercharge your Customer Success Culture

Taking the Lead on Hard Topics: Gender Diversity in the Workplace