Gainsight’s Customer Success Team Enhances Relationship-Building with Sales Navigator
Gainsight, a leading software company catered to customer success and product experience teams worldwide, navigated swift industry transformations driven by escalated demand for Customer Success organizations and innovative tools. Amidst this dynamic landscape, Gainsight harnessed Sales Navigator to accurately identify key personas, leading to enhanced relationship management and a 42% increase in deals won. Leveraging Sales Navigator enabled Gainsight to elevate customer engagement metrics and foster greater agility in risk management, contributing to elevated quality relationships across customer accounts.
Challenge:
Identifying key personas
The Customer Success Management (CSM) industry is experiencing rapid growth, resulting in lots of change, turnover, and new executive sponsors. Gainsight needed to find a way to accurately track known contacts and identify key personas as they move within or between organizations.
The Senior Vice President of Customer Success at Gainsight, Easton Taylor, describes the challenges, “The biggest pain points we’ve had include the significant amount of turnover in the customer success industry, the changes in leadership and key stakeholders within an organization, and from there, identifying the right people to reach out to.”
Solution:
Leveraging insights with Sales Navigator
Sales Navigator offered Gainsight’s customer success team an understanding of structures within target accounts, enabling multithreading and identification of hidden allies. Harri Carroll, Manager, Customer Success, EMEA at Gainsight, discusses how he and his team are able to identify personas within the platform: “We use Sales Navigator to understand personas within accounts and discern the structure of key contacts at our customer accounts.” The relationship map feature within Sales Navigator shares a visual and fluid map of the buying committee within target customers.
The SVP of Customer Success at Gainsight, Easton Taylor, describes the essential strategic use case for Sales Navigator to enable retention within current accounts: “With excellent persona-mapping capabilities, Sales Navigator has enabled the opportunity to target specific individuals for cross sales and expansion opportunities.”
Results:
A relationship renaissance
Customer Success Managers at Gainsight needed to identify the right personas to connect with at existing accounts. With Sales Navigator, the team can search and add filters within Sales Navigator to identify target individuals to connect with. Easton Taylor describes, “Exposure to the right persona and ideal decision makers has significantly improved due to Sales Navigator.”
Gainsight CSMs will identify personas, such as Chief Customer Officer or Head of Customer Success, and then enable executives at the company, such as Taylor, to reach out to other executives at key accounts. Harri Carroll continues to say “Peer to peer alignment is key. We will have executives reach out to other executives since there is a higher chance of a response.”
With Sales Navigator, Gainsight has increased upsell, cross-sell, and account planning opportunities.
Proactive risk reduction
As part of their weekly risk meetings, Gainsight’s customer success team uses Sales Navigator to identify key decision-makers within at-risk accounts to target for greater engagement. Carroll details, “Every week, we have a risk meeting. We use Sales Navigator to identify who the key contacts are within the customer that we have not yet engaged with. We view decision makers for a customer at risk; these are the customers who will be making the decision. We use Sales Navigator to figure out personas and mitigate risk.”
Understanding new personas to connect with at these at-risk accounts is key to prevent churn and to improve retention.
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“There is a great correlation with retention of our existing accounts and success identifying key personas and building new relationships through Sales Navigator.”
Easton TaylorSVP of Customer Success
Gainsight -
“It’s important that we multithread across regions and different levels of seniority within the business to empower the CSMs. Knowing who they should be speaking to and giving them the opportunity to outreach and connect with Sales Navigator is essential.”
Harri CarrollManager, Customer Success, EMEA
Gainsight -
“Sales Navigator has allowed us to engage and connect with key stakeholders that were unknown to us previously.”
Harri CarrollManager, Customer Success, EMEA
Gainsight
ABOUT GAINSIGHT
With Gainsight, it’s never been easier for customer success, product, and community engagement teams to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow customer communities.
INDUSTRY
Software Development
No. OF EMPLOYEES:
1200 employees
HEADQUARTERS
San Francisco, CA
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