Business of Customer Success: Investor and Board Perspective

3. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Agenda Why Is Customer Success A Business? What’s Your Business Plan? How Do You Measure Your Business? How Do You Accelerate Your Business? How Can Gainsight Help? Q&A

9. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. “The capital markets are going to change, sometimes they're going to reward growth, sometimes they're going to reward value, sometimes capital's cheap, sometimes it's expensive. The key is how do you build a sustainable business.”

12. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Vendor Can I get a reference? Wan t to buy more ? Ready to renew? Who are you again ? Transactional Economy Subscription Economy Success Retention Advocacy Expansion Onboarding Customer The New Customer Lifecycle

17. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Success Maturity Model 17 Revenue SuccessMaturity Adoption Retention Expansion Optimization Transformation $1 - $5 MM $5 - $20 MM $20 - $100 MM $100 MM - $1 B $1 B+

21. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Nail the Board Meeting 3 Simple Steps Sales Customer Success Past Bookings Renewals / Up-Sell Present Market Share Benchmark Future Pipeline Health Score

23. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Past 1. Batting Average # Customers Renewed In Period ÷ # Customers Renewable In Period Are customers voting with their signature on the value of your product or service? Best-in-class: > 90%

24. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Past 2. Headwind ARR/MRR of churn dollars including price decreases and downgrades ÷ Beginning of period ARR/MRR How much drag do you have on your growth? Best-in-class: < 10%

25. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Past 3. Tailwind ARR/MRR of up-sell dollars including price increases and upgrades ÷ Beginning of period ARR/MRR How much acceleration do you have to new bookings? Best-in-class: > 20%

26. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Past 4. Net Revenue Retention Beginning of period ARR/MRR + ARR/MRR from tailwind – ARR/MRR from headwind ÷ Beginning of period ARR/MRR What’s the net dollar impact from Customer Success? Best-in-class: > 120%

27. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Past 5. Magic Number ARR/MRR of renewals in period + ARR/MRR of up- sells in period ÷ Fully-loaded cost of Customer Success team + extended team What’s the cost- effectiveness of Customer Success? Best-in-class: 3-5X or higher

28. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Lagging Indicators Leading Indicators Too Late Churn Silence Churn inquiry Late payments No product usage Frustration Low NPS scores Long support TTR Not referenceable Disengaged Not opening emails Declining adoption Sponsor leaves Success “Sticky” feature usage Proven ROI Increasing adoption Future Customer Health Indicators

36. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. 3+1 CSM Growth Hacks 1. Create a sales pitch for your Success program 2. Develop a scorecard and share with client regularly 3. Define an early warning process +1: Celebrate Customer Success like you do Sales

38. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Contract Signature Contract Expiry ProactiveReactive Welcome Call User Training QBR Low User- Level Adoption Detractor NPS Survey New Feature Demo Customer Check-In QBR & Save Play Customer Check-In New Feature Demo QBR Renewal Preparati on Renewal Negotiati on Multiple Support Tickets Executive Sponsor Change Competiti ve Threat Positive NPS Survey Usage @ 70% Usage @ 95% Retention / Expansion RenewalAdoptionOnboard Customer Health Score 100 0 Best Practice Analysis

Business of Customer Success: Investor and Board Perspective

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Business of Customer Success: Investor and Board Perspective

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