The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - Customer Success for Human Resources ( HR ) Software- is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from HireVue, Gild, Trinet

1. Customer Success for
HR Software
Chip Luman, HireVue
Brad Warga, Gild
Tom Rose, Trinet

2. Brad Warga
Gild
SVP of Customer Success
Brad Warga joined Gild in 2012 as Senior Vice President of Customer
Success. Brad oversees Gild‟s customer relationships, renewals, upsells,
customer analytics, adoption, and support. He holds nearly two decades of
human resources and recruiting experience. Brad came to Gild from
Salesforce.com, where he served as the Vice President of Corporate
Recruiting, where he was Gild‟s first customer. At Salesforce, he was
responsible for the evolution of recruitment branding strategies and
transforming Salesforce Recruiting into a social enterprise using the latest
social and mobile technologies. Previously, Brad served as the Corporate Vice
President of Talent and Employee Engagement for Caesars Entertainment.

3. • Gild Source changes the way recruiters and
hiring teams find and evaluate technical
talent.
• Source is backed by proprietary data
analysis that examines and evaluates
developers‟ actual open source code.
• Source helps companies hire skilled
developers by ensuring that candidates
stand out on their proven abilities, not just
their resumes. That means you not only find
candidates — you know who can get the job
done.
Gild Source

4. Gild„s Growth
• In the past year, Gild has gone from 84 customers to 246 customers.
• This growth has necessitated an expansion and reimagining of the customer success team.
• Scalability, automation, and efficient workflow are increasingly important for our relatively
small team.

5. Gild„s Customer Success Team
Brad Warga
SVP, Customer Success
Stephanie Stapleton
Director, Western Region
Sara Venturi
Senior Associate
Zoe Koonce
Senior Associate
Meg Voyles
Associate
Cozette Stoddard
Associate
Faith Cross
Associate
Glen Lapray
Associate
Emma Ferguson
Manager, Customer Analytics
Rob Forman
Director, Eastern Region

6. • Gainsight provides us with one centralized database of all our platform usage and customer
data, giving greater visibility into the holistic health of each customer relationship.
Tools & Analysis Foster Growth
Customer Health; from relationships to data driven decisions
Before After

7. • Zendesk allows us to receive, track, and analyze customer feedback in one place.
• Shared access with the product team ensures better alignment and prioritization of our roadmap.
Tools & Analysis Foster Growth
Customer Feedback; from an uncomfortable weekly meeting to automatic
Before After

8. • NPS allows us to uniformly track overall attitude towards Gild
• Segmentation and rolling averages help us diagnose and predict customer health
Tools & Analysis Foster Growth
Customer Feedback: Net Promoter Surveys

9. • The data collected now automatically collected allows Gild‟s CS team to make predictions about
which customers will renew or are in danger of churning, and to correctly intervene where needed.
• These tools also allow for analysis of each CSM‟s workload, allowing the department to make
business-driven cases for hiring, performance management or department reconfigurations.
Customer Health Insights
Customer Relationships

10. Chip Luman, COO
HireVue
Prior to HireVue he served as Senior Vice President of HR Shared
Services and Total Rewards at Charles Schwab and Co. Early in the SaaS
revolution he got the bug and his team deployed several of Schwab's first
HR SaaS platforms. He joined them as Vice President of HR for Client
Services where he expanded his passion for developing client loyalty and
committing to the highest levels of service. Chip also held HR positions at
Marathon Oil and Pepsi Cola and led one of Acclaim Entertainment 's
video game software development studios that produced the PlayStation2
hit, Legends of Wrestling. He currently serves on the board of Acertiv and
is president of the Pi Lambda Phi Educational Foundation.
COO, HireVue

11. The CSM brings it all together to leverage
the best of both teams

12. CS MBOs
• Core focus on logo retention & ACV growth
• Secondary focus on NPS & utilization
• Individual and team projects for scale

13. Logo Retention and Revenue Growth

14. Software Utilization
• CS & PS investment 2013
• Utilization quotas and account plans
• PS focus on initial success & process
transformation

15. NPS
• 121,000+ total candidate surveys completed
• 34,000+ candidate interviews completed in FY
2014
• PS Satisfaction Score: 4.9 / 5.0

16. Tom Rose
TriNet
National Director of Client Services
TriNet
TriNet is a leading provider of a comprehensive human resources solution for small
to medium-sized businesses (SMBs). We enhance business productivity by enabling
our clients to outsource their human resources (HR) function to one strategic partner
and allowing them to focus on operating and growing their core businesses. Our HR
solution includes services such as payroll processing, human capital consulting,
employment law compliance and employee benefits, including health insurance,
retirement plans, and workers compensation insurance. Our services are delivered
by our expert team of HR professionals and enabled by our proprietary, cloud-based
technology platform, which allows our clients and their employees to efficiently
conduct their HR transactions anytime and anywhere.

17. TriNet Profile
• TriNet is a Professional Employer Organization
(PEO) with HQs in San Leandro, CA &
Bradenton, FL.
• We are the largest PEO in our space that
focuses on HR support and complience with
230K employees under co-employment.
• Part of the service offering is a detailed HR
Assessment and Human Capital Plan that is
managed closely by both parties to maximize
the business and talent potential.

18. Client Success
• We gauge our clients‟ success based on many
touchpoints in the life-cycle.
• Onboarding is a critical milestone in the life-
cycle that begins the evolution of the
relationship.
• Ongoing surveys with a strong documented
process to address client needs through our
CRM (PSFT).

19. Close Loop Process
• Client satisfaction tracking is a main focus and
we are able to accomplish this with cross-
department collaboration.
• Satrix Solutions has been instrumental in
developing the “Close Loop” process and
increasing satisfaction levels across the
business.

20. Q & A