Dan Steinman, Chief Customer Officer at Gainsight, shares his learnings on how Sales and Customer Success can work together effectively at SaaStr Annual 2016 held in San Francisco Feb 9-11th. www.saastrannual.com

1. DAN STEINMAN
CHIEF CUSTOMER OFFICER / GAINSIGHT

2. WELCOME TO THE
CUSTOMER SUCCESS
MOVEMENT

3. THE BALANCING ACT
Sales
Customer
Success

4. TRANSACTION ECONOMY FUNNEL
Reactive
Customer
Service
Proactive
Customer
Acquisition
Sales
$
Post-Sales

5. RELATIONSHIP ECONOMY HOURGLASS
Reactive
Customer
Service
Sales
$
Post-Sales
$ $$
Adopt Expand Renew
In a recurring
revenue world,
there’s no such
thing as Post-Sales
Proactive
Customer
Acquisition

6. COOPERATION, NOT BALANCE

7. SALES CUSTOMER SUCCESS
1.How / If Customer Success should
influence new acquisition Sales?
2.How to handle Sales transactions
that happen after the initial deal?

8. TRANSFORMATIONAL
CUSTOMER SUCCESS
“A commitment, with associated investment and
authority, to making your customer and customer
lifetime value the focal point of your company”

9. STANDARD ORGANIZATION

10. THE CS MATURITY LADDER
Adoption
Retention
Expansion
Optimization
Transformation
Business Maturity
SuccessMaturity

11. On-
Boarding
Marketing
Product
Sales
Finance
Services
Support
Training
Customer
Success

12. TRANSFORMING NEW
ACQUISITION SALES
•Is maximizing the initial
deal size always the right
thing to do?Sales
Customer
Success
•Does Customer Success
have veto power over
deals in the pipeline?
•Can CS help objectively
assess the risk of deals
in the pipeline?

13. POWER SHIFT
Sales
Customer
Retention

14. TRANSFORMING
INSTALLED BASE SALES
•Sales or CS doing renewals?
Sales
Customer
Success
•CS as key lead gen engine for
Product and Services upsells?
•Sales or CS doing upsells?
•Rules of Engagement for
upsell opportunities?

15. DISCUSSION