Learn strategies and techniques for managing high volume account loads. We'll cover features to leverage, best practices to roll out and share our Gainsight strategy for developing a 1:many strategy.

1. Managing a High Account Volume
Chelsea Taylor & Aurelia Wollen
Customer Success Team

2. Introductions
Aurelia Wollen
Customer Success Manager
Chelsea Taylor
Customer Success Manager

3. • Housekeeping
• V3D Overview
• Considerations for Scaling
• Processes to Roll-Out & Features to Leverage
• Questions
Agenda

4. V3D Overview

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V3D Model
• Value
• Discovery - through assessing the needs of our customers
• Delivery - through defining a team structure and processes that
allow for scale
• Demonstration - through maintaining a best-in-class relationship

6. Considerations for Scaling

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Customer Considerations- Discover
• What are the needs of our customers?
• How complicated is our product?
• How much support and guidance do our customers need?
• Do our customers have the knowledge and training needed to use our
product independently?
• How automated are our lifecycle events (ie. renewals)?
• Can we offer a 1:many experience that won’t negatively impact customer
satisfaction?

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Team Structure – Discover
Dedicated CSMvs.Pooled Model
Benefits:
• Quick to scale
• No need for dedicated resource per each
account
• Ability to manage high volume of accounts
Benefits:
• Personalized relationships with customers
• Designated POC for escalations
• Traditional model that most customers are
familiar with and expecting
Considerations:
• No named POC for customers
• Potential for things to slip through the
cracks
• Need a defined plan internally for who on
the team owns what
Considerations:
• Potentially limits scale
• Need to ensure touch-points with
customers are manageable amount for
CSMs
• Customers may not be “low-touch”

9. Processes to Roll-Out
& Features to Leverage

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We don’t have a consistent
way to track customers’ goals
throughout their lifecycle
We don’t have a scalable way
to show customers how they
use our product/service
We are seeing churn due to
customers not seeing ROI or
business value
We need to give management
visibility into CSM efforts and
impact
We need a way to report on
retention, upsell, and churn
We need a way to forecast
retention, upsell, and churn
We don’t know which accounts
are at risk, and which we can
impact or de-prioritize`
We are seeing churn due to low
adoption
We are seeing churn due to
low-value adoption (e.g. not
using new or advanced
features)
We are seeing churn due to
functionality gaps in the product
We are seeing churn due to
product stability or quality
issues
We are seeing churn due to
poor customer satisfaction
We are seeing churn due to
loss of our key customer
champion
We are seeing churn due to
customer service issues
Our field reps and execs are
sometimes blindsided by
customer risks
Our sales reps and account
managers are sometimes
blindsided by customer risks
during a sales cycle
We don’t have a consistent view
of customer health across our
company
We don’t know what’s driving
risk and success in our
customer base
We need a way to track
customer relationships across
complex customers, multiple
products
We have accounts we can’t
touch with manual outreach
that need proactive attention
We are seeing customer
satisfaction issues due to poor
hand-offs from sales to CSM
We spend too much time
preparing for Executive
Business Reviews
CSMs have too many
repetitive interactions with
customers
It takes customer-facing team
members too long to prepare
for customer meetings
We need to increase the ratio
of accounts a CSM can handle
to make CSM more cost
effective
We don’t know which
customers to use as
references and in marketing
activities
We have no way to track our
sponsors as they go to new
companies in a scalable way
We don’t know which
customers are trending toward
needing more capacity
It’s too manual for us to spot
customer overages
We don’t know which
customers are good
candidates for upsell
We don’t know how to turn
happy customers into
advocates
Business Challenges
OPERATIONALIZE
Customer Lifecycle
MANAGE
Customer Risk
DRIVE
Expansion & Advocacy
ENABLE
Cross-Functional
Visibility
DEMONSTRATE
Value
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7
8
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Business Challenges
1. We have accounts we can’t touch with manual
outreach that need proactive attention
2. We are seeing customer satisfaction issues due to poor
hand-offs from sales to CSM
3. We spend too much time preparing for Executive
Business Reviews
4. CSMs have too many repetitive interactions with
customers
5. It takes customer-facing team members too long to
prepare for customer meetings
6. We need to increase the ratio of accounts a CSM can
handle to make CSM more cost effective
7. We don’t have a way to operationalize or track our
customers’ lifecycle
OPERATIONALIZE
Customer Lifecycle
MANAGE
Customer Risk
DEMONSTRATE
Value
DRIVE
Expansion & Advocacy
ENABLE
Cross-Functional Visibility
5 Pillars of Customer Success

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Challenge: We need to increase the ratio of accounts a CSM
can handle and make CSM more cost effective
Feature: Scorecards
Lifecycle Management: Planning
Benefits
• Improve scale and efficiency in customer
communications by auto-triggering one-to-one or
one-to-many email outreaches
• Complement the CSM team with triggered emails
based on health score elements
• Track effectiveness of outreach via analytics
Drive efficiency / cost avoidance by increasing the
Customer-to-CSM ratio as you scale
Business Impact
Benefits
Business Impact
Features: Copilot, Reports

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Business Challenges
1. We don’t know which accounts are at risk, and which we can
impact or de-prioritize
2. We need a scalable way to understand and improve
customers’ adoption trends
3. We are seeing churn due to low-value adoption (e.g. not
using new or advanced features)
4. We are seeing churn due to functionality gaps in the product
5. We are seeing churn due to product stability or quality issues
6. We are seeing churn due to poor customer satisfaction
7. We are seeing churn due to loss of our key customer
champion
8. We need a scalable way to understand and improve
customers' support experience
5 Pillars of Customer Success
OPERATIONALIZE
Customer Lifecycle
MANAGE
Customer Risk
DEMONSTRATE
Value
DRIVE
Expansion & Advocacy
ENABLE
Cross-Functional Visibility

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Challenge: We don’t have a scalable way to show customers how they are using our product/service
Feature: Scorecards
Value Demonstration: Adoption Emails
Benefits
Business Impact
Benefits
Business Impact
Features: Adoption, Reporting, CoPilot
• Drive adoption by showing current engagement to
your adoption champion
• Share the right data at the right time to drive action
• Demonstrate value by showing engagement
• Increase retention and expansion easier by
demonstrating value
• Replace previously manual work

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Challenge: It’s too manual for us to spot customer overage
Feature: Scorecards
Expansion & Advocacy: Customer Overages
Benefits
Business Impact
Benefits
Business Impact
Features: Reporting, Cockpit
• Identify customer overages earlier
• Save time by automating reporting and alerting
• Automate outreach to customers about overages
• Gain overage revenue sooner
• Drive efficiency by replacing manual effort

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Challenge: We don't know across the company what's driving risk and success in our customer base
Feature: Scorecards
Cross-Functional Visibility: Internal Business Review
Benefits
• Scorecards summarize health across your most
critical metrics
• See components over time to see exactly why
overall scores changed
• Quickly visualize your customer base and uncover
new patterns to risk and success
Reduce churn by identifying key risk drivers across the
company
Business Impact
Benefits
Business Impact
Features: Scorecards & Reports

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Features to Leverage- Deliver
• CoPilot – scale outreach and communications
• CTAs – indicate key lifecycle moments
• Reports / Dashboards – capture trends
• Customers Tab – understand accounts at a glance

18. Best Practices

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Best Practices – Deliver & Demonstrate
• Develop a 1:many communication strategy
• When is this appropriate or advantageous?
• What CSM touches and outreaches can I automate?
• Leverage CTAs and Dashboards in conjunction to get the most efficient
and effective insights
• What does a CSM need to take action on or be alerted to?
• What CTAs are necessary? Is this an amount that will clutter Cockpit?
• What can a CSM understand to take action on from a dashboard?
• Customers Tab
• What information do I need to include to get my CSMs information as quickly as
possible?

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Additional Resources to Augment CSM
Support – Demonstrate
Community
Gainsight Go
Blog Posts
Webinars
Support
Admin Office Hours

21. Questions?