Customer Success Leadership Community

Hi GGR Members! The number one request that we receive at GGR is around helping CS Leaders fill open positions on their teams. We've kept this at arm's length because there are already job boards galore out there. Honestly, I thought ...

Hi All, I'm going now into month 6 of my onboarding with Gainsight. It's pretty ironic how It's been such a negative experience. Recently I added a paid TAM with gainsight just to get this going the way it needs to be. In parellel, I'm still working ...

Hi Kate, Thank you for your response. It's a decent shout, and to a certain extent I am doing that now as I start in my new role learning about our customers. I just wondered if anyone has done it as a detailed analysis. Thanks again, Matt ------------------------------ ...

Hi Folks, I'm considering some changes to how our CSMs operate and would love some feedback. I've tried to summarize things succinctly below, but if anything is unclear please just ask! History I'm new to my company. We've had CSMs for a couple ...

Happy Friday! I've made a BIIG jump from a mid-size PE-backed company (~100 employees in the services org) to a U.S. start up. I'm pumped! My challenge: to build a services org. Today: we have a small team of implementers. This year: I'd like to define ...

Hi Matt, I reviewed this a few years ago at my previous company. I found the best source of information was our current customers. This can make for a meaningful reason for an executive to "check in". -Kate ------------------------------ Kate Current ...