Deep-dive into Gainsight's approach for Strategic customer relationships. Strategic customers play a remarkable role in guiding philosophy, problem-solving and innovation within Gainsight.

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Child-like Joy
How we drive high-touch success with
Strategic customers

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Child-like Joy
Ashvin Vaidyanathan
Director, Client Strategy
David Knox
Director, Client Strategy

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Goals for today’s webinar
• Describe how we at Gainsight designed our segmentation
model
• Discuss strategic accounts’ expectations from Customer
Success teams
• Illustrate how we use Gainsight to make our strategic
accounts wildly successful

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Customer Segmentation: Customers’ needs can be
broadly classified into three categories
1. Companies that need guidance in shaping the evolution of their
customer success organization
2. Companies that are already experts in growing their organizations,
but that need guidance in executing their customer success strategy
within Gainsight
3. Companies that are just starting to build their customer success
teams and want to digest all the information they could get about best
practices

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High Retention
Rates
Huge
Expansion
Potential
Substantial
Product
Feedback
Significant
Revenues
Strong Brand
Value
High Retention
Rates
Fast Sales
Cycle
High
Advocacy
Rate
Gainsight’s Perspective on Customer Segmentation
Strategic
Mid Market
SMB
# of companies in each segment

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Strategic Accounts have specific needs of Customer
Success (or Account Management) Teams
Be a
knowledgeable
advisor
Be a change
management
leader
Show strong
ownership
mindset
• Be a real thought partner on Customer Success topics, such as
segmentation, engagement model design, and CS Ops teams
• Help the customer solve problems creatively especially when the
product cannot completely solve our problems in it's current state
• Push the customer to evolve their best practices even if they are
uncomfortable conversations
• Help the customer manage change with end-users within their
company
• Lead the executive change management process
• Be onsite for important milestone meetings and conversations
• Be the single point of accountability for all things “Gainsight”
• Understand the customer's business and be the customer's "voice"
within Gainsight
• Go above and beyond when fulfilling customer needs / be one step
ahead

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The role of the "high-touch" Client Strategy Team is
to quarterback the journey for our customers
• Pre-Sales: Prepare
and lead prospecting
calls showing
Gainsight’s
experience and
knowledge in new
verticals
• POCs: Accountable
for implementation
success for POCs
and market its ROI
and success with
other BUs at multi-
divisional customers
• Business Goals:
Conduct Strategy
Session to confirm
the success criteria
for buying
Gainsight
• Implementation:
Accountable for
implementation
success for
Gainsight, working
closely with the
Services team
• Customer Success
and Change
Management:
Manage training,
incentives, and
relationships to
ensure successful
adoption of
Gainsight and
Customer Success
practices
• Product: Heavily
inform and shape
Gainsight’s product
strategy
• Customer Marketing:
Partner with the
Marketing Team on
Customer Marketing
programs (e.g., Pulse-
in-a-Box, enable
branded CS intranet)
• Continuous
Improvement: Ensure
that the customer
evolves with Gainsight’s
evolving product and
best practice content

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Onboarding Engagement Lifecycle Processes (1/2)
Welcome
the
customer
Goal Process Gainsight Building Blocks
• Customized and automated welcome
emails introducing the Client Strategy
Manager
• Automated CTA to send gift baskets to
key roles (e.g., Executive Sponsor,
Adoption Champion)
• Follow-up email from the CSM
introducing the team and next steps
• CoPilot email
• Cockpit CTAs
Ensure a
successful
internal
hand-off
• Conduct a hand-off call/meeting with
all key internal stakeholders –Sales,
Services, CSM and Data Science
teams, as applicable
• Document the business objectives of
the customer, key stakeholders,
timelines, preferences, etc.
• Success Plans
• SFDC Contact and
Account information

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Onboarding Engagement Lifecycle Processes (2/2)
Conduct a
Strategy
Workshop
Goal Process Gainsight Building Blocks
• Conduct a Strategy Workshop –
ideally onsite with key stakeholders –
to provide frameworks to enable
strong business decisions when
implementing Gainsight
• Share how we use
Gainsight internally
• Guide you through CTAs,
playbooks, 1:many outreaches,
and scorecard measures
• Cockpit CTAs
• Strategy Framework
Institute a
strong on-
going
cadence
• Schedule twice a week check-ins with
the Services Team and Customer PM
Team (e.g., Tuesdays for Strategy and
Thursdays for Data discussions)
• Conduct an onsite Executive session to
develop dashboards
• Exec sponsor program: monthly check in
with sponsors to gauge perceptions
• Cockpit CTAs
• Scorecard – Implementation Risk, Customer
Sentiment Risk, Advocacy Opportunities

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Adoption Engagement Lifecycle Processes (1/2)
Create a
high touch
adoption
plan
Goal Process Gainsight Building Blocks
• Create and follow a disciplined project
plan for post-implementation launch
process
• Introductory demos
• Hands-on training sessions
(onsite, if possible)
• Manager and Executive training
to increase adoption
• “Office hours” by region/BU/
segment to provide feedback
and ask questions
• Email alias to capture support
and enhancement requests
• Enable a process to prioritize and
respond to end user questions and
product requests
• Remind the customer PMO team and
Adoption Champion to celebrate small
wins
• Cockpit CTAs
• Training documents
• Scorecard – Product Risk, Bugs Risk, Support Risk

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Adoption Engagement Lifecycle Processes (2/2)
Conduct
quarterly
Executive
Business
Reviews
Goal Process Gainsight Building Blocks
• Design and conduct onsite EBRs to
ensure strategic alignment &
maximize the return on investment
at the customer
• Cockpit CTAs
• Success Plans
• Gainsight adoption
metrics
• Scorecard –
Sentiment Risk,
Habits Risk
Share best
practices
as a trusted
thought
partner
• Provide thought leadership on
Customer Success org development
(e.g., job descriptions, spans and
layers, CS Ops roles)
• Share blogs and best practice articles
• Conduct brown bag lunches (onsite if
possible) to get end user feedback
• Conduct product roadmap sessions to
share Gainsight’s vision and gather
feedback
• CoPilot emails
• Blogs and articles
• Cockpit CTAs
• NPS Surveys

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QUESTIONS?