Working Cross-Functionally at Gainsight

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Working Cross-Functionally at Gainsight

Julia GuyadeenCS Ops

Barr MosesBusiness Ops


Customer Success is a company-wide responsibility

The Claim


CSMs are accountable for satisfaction and

retention, yet do not control the full

experience

The Challenge


CSMs can influence the entire customer life cycle

The Opportunity


Why is aligning cross-functionally challenging?


Different metrics and

skills


Different customer

stakeholders


Different geographie

s


Lack of clear

ownership


How are we driving better coordination across teams?


What Helped at Gainsight?

Clear ownership using RACI

Documented knowledge transfers

CTAs to inform CSMs of risks

Consolidated information in C360

1

2

3

4


RACI Framework

Responsible

Accountable

Consulted

Informed

“I am on the hook to make this happen”

“The buck stops with me”

“My opinion matters”

“I am aware of the results and implications”


Example RACI Table

Implementation Kick-off

Roll-out Training

Support issue

CSM C, I R, A C, I

Services R, A C, I I

Sales I

Support I A, R

Responsible Accountable Consulted Informed


GAINSIGHTDEEP-DIVE

Barr MosesBusiness Ops


Deliver Outstanding Customer Experience

Customer Success

Services

SupportSales


Working Cross-Functionally

• Knowledge transfer

• Visibility

• Communication

Sales

Services

Support


Common Situation #1

“The customer was upset during kick-off because we asked them the same questions that the Sales team

had asked them before.”

Frustrated CSM

Sales


• Identify key customer information

• Questionnaire for Sales team

• Information captured in C360

Knowledge Transfer

Sales


Customer Information that CSMs Need

• Motivation for buying our product

• Features most interested in

• On-boarding package

• Key contacts

Sales


Required Questionnaire on SFDC Sales


Information Accessible in C360

Customer360 in Gainsight

Opportunity page in Salesforce

Sales


Information Accessible in C360 Sales


Common Situation #2

“I am not sure what has already been implemented for this

customer.”Frustrated CSM

Services


• Track on-boarding projects

• Identify when to engage

• Know how to act

Visibility

Services


Track Projects in C360

Keep CSMs informed on critical issues

Services


Identify When to Engage

1 Risks

Hand-offs

Training

Calls-To-Action to alert on:

2

3

Services


Know How to Act

CSM Playbook

Services


Common Situation #3

“This customer has been having Support issues for months now, but I am not sure what they are struggling

with.”Frustrated CSM

Support


• Understand Support risks

• Identify when to escalate

• Know how to act

Communication

Support


Warning Signs

Priority

Duration

Volume

Urgent ticket opens

Ticket open for 3 weeks

3+ tickets opened in 1 week

Support


Know How to Act Support

CSM Playbook


Speed Up Communication in C360 Support

Chatter about a Support issue in Customer360



• Knowledge transfer

• Visibility

• Communication

Sales

Services

Support



• Deliver outstanding customer experience

• Customer Success is uniquely positioned to drive cross-functional coordination

• Use Gainsight to operationalize


THANK YOU

Technology

Working Cross-Functionally at Gainsight