Building and cultivating a strong Customer Success team is critical, especially now given the tough market conditions and pressure on CSMs. How do you ensure growth while also focusing on human-first ways to lead CS teams with empathy and what updates are needed given economic conditions? […]
Read More… from Building a World Class Customer Success Team with a Human-First Perspective
Leading, navigating and championing change is never an easy task. During times of growth, the stakes can often be even higher. For customer success leaders, this is an opportunity to strengthen alliances, gain trust and showcase your ability to strategize and execute. This session will take the audience on the journey of an EdTech company […]
Read More… from Transforming Culture by Putting CSMs in the Driver Seat & the Focus on the Customer
Customer Success has always been hard but driving transformative change through Customer Success in 2023 can seem like an insurmountable challenge. However, this session offers an exciting opportunity to shift your perspective and approach these challenges with a positive and realistic lens. As a leader, you have the power to motivate your organization with the […]
Gainsight Pulse 2023 presents an out-of-this-world session on the dynamic (and sometimes controversial) universe of customer success compensation! We’re boldly going where no company has gone before to explore the latest CS comp trends, strategies, and real-world examples of triumphs and tribulations in CS compensation plans. Beam aboard Angel Rogers from Rockwell Automation, Ray Rike […]
Read More… from CS Compensation Trends: Have We Hit Orbit Yet?
Leading organizational transformations are daunting and they take a lot of energy, planning and hard work. If done right, an organization can experience long term benefits and stronger team member engagement. Join Nicole Eltom, Vice President of Customer Success at TELUS, as she discusses how her team evolved from a reactive to an innovative customer […]
Read More… from Transformational Leadership: a Journey to Inspire Organizational Change
Success is more than just driving adoption. CSMs need to make sure we are aligned to a customer’s desired business outcomes and that your product is moving the needle towards them in a measurable way. In this session we’ll uncover how to develop an Outcomes Hypothesis, drive progress and verify that outcomes have been achieved. […]
Read More… from Success for All: Verified Outcomes & Success Plans
Every call is an opportunity to drive value with your stakeholders. But too often, cadence calls turn into the dreaded check-in. Join this session to learn how to properly prepare for each customer interaction and how to be seen as a strategic advisor to your customers. […]
Read More… from Not Just a Check-in! Key Elements to a Strategic Cadence Call
As a CSM, you’re always navigating political complexity and multiple stakeholders. As your customers change priorities and shift strategies, maintaining alignment with their executives and decision makers becomes paramount. In this session, you’ll learn how to systemize your executive sponsorship approach. […]
Read More… from Driving Engagement with Stakeholder Alignment
Chairsides are an invaluable way to understand how your end users are using the product. Join this session to learn how to capture current workflows, develop feedback and provide recommendations to key stakeholders in order to drive adoption. […]
One of the highest-profile activities for a CSM demands a unique level of focus: the Executive Business Review. It can be a make-or-break moment, but no two EBRs are the same. Join this session to learn more about the true purpose of EBRs, and how to make the most of them with your customers. […]