Gainsight - Nick Mehta, CEO With subscription businesses focused on building profitable customer relationships and reducing churn, Customer Success needs to permeate your company as a mindset and a formal function. Many companies in the Subscription Economy have elevated it to a VP-level organization. Come and learn practical tips for how to drive the right people and process changes in your company and take Customer Success to a new level.

1. Driving Customer Success
In the Subscription Economy
Nick Mehta
Chief Executive Officer

2. 2

3. 3
My
Dad
Me
(Looking
Cool)

4. “In
Enterprise
So:ware
You
Either…”

6. 97%

7. 2
Learnings

8. Everyone Says
90-Something
Retention

9. Retention
Takes Work

10. success noun sek-’ses

11. The Nine Keys
$
PRICE
ACQUIRE
BILL
COLLECT
NURTURE
ACCOUNT
MEASURE
ITERATE
SCALE

12. Why?
What?
How?

13. Why?

16. Vendor
Success
Customer
Success

17. Vendor
Success
Customer
Success
Vendor
Success
Customer
Success
Vendor
Success
Customer
Success

18. What?

19. What’s
Really
Changed?
• Case-­‐driven
• Efficiency
metrics
• Cost
center
• Support
func>on
• Responsive

20. What’s
Really
Changed?
• Case-­‐driven
• Efficiency
metrics
• Cost
center
• Support
func>on
• Responsive
• Health-driven
• Success metrics
• Revenue driver
• Strategic function
• Proactive

21. How?

22. 3
Steps
to
Success
1. Create
org
2. Measure
customer
health
3. Standardize
approach

23. 1.
Org:
Firefighters
Common
In
Companies
With:
Early-­‐stage
companies
CSM
does
support,
renewals,
etc.
Pros:
CSM
is
“one
stop
shop”
CSM
ensures
great
client
experience
Cons:
Hard
to
scale
with
so
many
hats
Difficult
to
hire
for
role
CEO
Sales
Services
Customer
Success
Management

24. 1.
Org:
Sales-­‐Oriented
CEO
Sales
CSM
/
Renewals
/
Account
Management
Services
Common
In
Companies
With:
Low
level
of
product
complexity
Compe>>ve
sales/renewals
Pros:
CSM
aligned
to
revenue
Also
aligned
to
up-­‐sell
Cons:
Less
customer
focus
Perceived
as
“another
salesperson”

25. 1.
Org:
Service-­‐Oriented
CEO
Sales
Services
Customer
Success
Management
Professional
Services
Training
Onboarding
Support
Common
In
Companies
With:
Medium
level
of
product
complexity
More
mature
organiza>on
Pros:
CSM
aligned
to
customer
needs
CSM
also
aligned
to
rest
of
service
org
Cons:
Less
revenue
alignment
/
quan>fica>on
Lots
of
touch
points
for
client

26. 1.
Org
-­‐
Integrated
CEO
New
Business
Sales
Chief
Customer
Officer
Renewals
/
Account
Management
Customer
Success
Management
Professional
Services
Training
Onboarding
Support
Common
In
Companies
With:
Moderate
level
of
product
complexity
Expansion
opportunity
Pros:
CCO
“owns”
exis>ng
customers
Sales
team
are
pure
hunters
Cons:
Requires
versa>le
CCO
Depends
on
mature
organiza>on

27. 1.
Org
-­‐
Partnership
CEO
Sales
Renewals
/
Account
Management
Services
Customer
Success
Management
Professional
Services
Training
Onboarding
Support
Common
In
Companies
With:
High
level
of
product
complexity
Compe>>ve
sales/renewals
Pros:
CSM
can
be
very
customer-­‐focused
Renewals
aligned
with
sales
mo>on
Cons:
Some
level
of
duplica>on
/
overlap
Some>mes
hard
to
quan>fy
ROI

28. 1.
Org
–
Where
Do
You
Fit?
Business
Maturity
Product
Complexity
Firefighter
Sales-­‐Oriented
Service-­‐
Oriented
Integrated
Model
Partnership
Model

29. 2.
Measure
Customer
Health
Financial
Health:
Payment
history,
credit
score
Contract:
Term,
spend
Rela>onship:
Surveys,
key
sponsors
Adop>on:
Usage,
features
Interac>on:
Support,
other
contacts,
social

30. 3.
Standardize
Approach
High
Touch
Low
Touch
No
Touch
JUST-­‐IN-­‐TIME
AUTOMATION
PROACTIVE
STRATEGY

31. Gainsight
COMMON
CHALLENGES
• Iden>fying
at-­‐risk
customers
early
• Scaling
team
cost—effec>vely
• Finding
up-­‐sells
and
advocates
• Consolida>ng
360º
view
of
customer
• Ge`ng
>me
from
internal
IT
team

32. Approach
High
Touch
Low Touch
No Touch
Drive Up-Sell
JUST-IN-TIME
AUTOMATION
PROACTIVE
Scale Customer Success
STRATEGY
Save Customers
ROI

34. Q&A
Thank You!