Join David Knox (Client Strategy Director | Gainsight), Tara Wilson (Customer Success Manager | Mozy) and Céline Brandy (Global Customer Success Manager| Mozy) in this 45 minute webinar recorded on Thursday January 21 2016.

1. ©2015 Gainsight. All Rights Reserved.
Should you Charge for
Customer Success?
Omid Razavi
How Mozy uses Gainsight for
Collections and Billing

2. ©2015 Gainsight. All Rights Reserved.
Should you Charge for
Customer Success?
Omid Razavi
David Knox
Client Strategy Director
Gainsight
Today’s Speakers
Céline Brandy
Manager of Global Customer Success
Mozy
Tara Wilson
Customer Success Manager
Mozy

3. ©2015 Gainsight. All Rights Reserved.
©orazavi
Customer
Sales
Renewals
Support
1
2
3
Services
4
Marketing
5
Product
6
Higher renewal
rates and expansion
Higher customer satisfaction
rates and more efficient ticket
resolution
Lower time-to-value and higher
services revenue
More advocates and sales
references
Improved product development
with better customer feedback
integration
Your Customer in the Center of the Universe
7
Easier and faster access to financial
information about your customers
Finance
Better hand-offs,
increased new
business and
upsell

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©orazavi
• Lack of knowledge of
customers not completing
billing
• Create CTAs to alert
Finance to overdue
invoices
• Improve customer
collections with
increased overdue
payment
notification
seamlessness to
finance
organization
• Finance uninformed
about special contract
terms (including opt-outs)
• Set up CTAs to
automatically alert finance
to key unique financial
cases (AEs can log upon
closure of deal if there are
unique financial terms)
• Improve finance
visibility into
unique contractual
constraints to
reduce confusion
in billing process
Business Challenge
Gainsight Best
Practice Process
Gainsight Feature Business Impact
Cockpit
How to collaborate with Finance
Cockpit

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©orazavi
Introductions
• Who we are
• Created in 2005
• Acquired by EMC in 2007 – Data Protection Cloud Division
• What we do
• Simple, automatic and secure online backup
• File synchronization
• Protect servers, laptops/desktops across Mac, Windows, and Linux
• Wide Product Range

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©orazavi
Mozy’s CSM Team
• Team of 16 CSMs worldwide
• Each Team is assigned a territory, portfolio of 3500 customers
• CSM is responsible for the onboarding, renewal and growth of their customers
• Also for the past-due collection of past due accounts

7. ©2015 Gainsight. All Rights Reserved.
Post-Sales Cycle
Before
• Siloed organization
–Inbound team, collection team, saves
team, etc
• Used Salesforce report and other BI
reports
• Split these reports across the team
• Reactive approach to Customer
Success
After
• CSM is the main point of contact for the
customer
–Allows for relationship building and
follow up
• On demand reporting with rules engine
• Increased automation and rep
autonomy with copilot
• Trigger action at critical stages.
Anticipate the need and enabled pro-
active approach

8. ©2015 Gainsight. All Rights Reserved.
©orazavi
Mozy’s Objectives & Results
• Renewals were just over 90% of CMRR at risk
• Objective for 2015 was fixed at 95% of renewal CMRR at risk
• Improving the mark, Q4 target was 96%

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©orazavi
Gainsight Project – Pre-requisite
• To make the program successful:
• Tidy up and make sense of your data:
• Establish a data dictionary
• Involve Someone who understands data
• Build a billing platform connector in Salesforce
• Plan
• Customer life cycle
• Clear vision of future processes adapted to client base
• Drive wider adoption of the platform

10. ©2015 Gainsight. All Rights Reserved.
©orazavi
Adoption
• Ran pilot with the team - Experts from the team will drive change
(large group of CSMs)
• Input for design, views and playbooks
• Migration by small chunks, gradually. Collections duties amongst
first ones to be migrated.
• Top 5 CTA’s
- Renewal due
- Customer hitting storage limit
- Onboarding assistance
- Drop in backup frequency
- Under deployment – Some users did not activate their license

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Benefits
• Operational:
• Cockpit
• Playbook
• Automation
• Built in reporting – Visibility
• Self-service reporting
• Shows big picture
• Synchronisation with Salesforce
• Audit trail

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Key Takeaways
• Tiered System
• Different follow-up depending on account size
• Playbooks
• Good starter to get successful routine in place
• Move Gradually!

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©orazavi
Cockpit Management for Collections

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©orazavi
Managing Created Tasks

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©orazavi
Creating Additional Tasks

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©orazavi
Managing Created Task

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©orazavi
Collections in Gainsight

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Managing Collections

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Visibility of Concerns

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Customer Tab in Gainsight

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Managing Collections Through Sorting

22. ©2015 Gainsight. All Rights Reserved.
Should you Charge for
Customer Success?
Omid Razavi
David Knox
Client Strategy Director
Gainsight
Céline Brandy
Manager of Global Customer Success
Mozy
Tara Wilson
Customer Success Manager
Mozy
Live Q/A Session
Ask any question about today’s
content in the GoToWebinar
question box on the right hand
side of your screen.

23. ©2015 Gainsight. All Rights Reserved.
Should you Charge for
Customer Success?
Omid Razavi
David Knox
Client Strategy Director
Gainsight
Céline Brandy
Manager of Global Customer Success
Mozy
Tara Wilson
Customer Success Manager
Mozy
tara.wilson@emc.com
celine.brandy@emc.com
dknox@gainsight.com
Additional Questions?

24. ©2015 Gainsight. All Rights Reserved.
Should you Charge for
Customer Success?
Omid Razavi
Lincoln Murphy
Customer Success Evangelist
Gainsight
Our Next Webinar
“Developing the Ultimate Customer
Success Strategy”
February 2nd 2016
10:00 am – 11:00 am PST