Join Sarika Khanna, CPO of Medallia Strikedeck and Ash Nangia, VP of Customer Success of Hashi Corp to learn how following your customers' journeys and leading with customer success can pave the path to hyper scaling.

1. Customer-First Focus:
The Path to Hypergrowth
Ash Nangia
VP Customer Success & WW Support
@AshNangia
Sarika Khanna
Chief Product Officer
@sarikakhanna
Medallia Inc © Copyright 2020.

2. Introduction to
Infrastructure automation
Automate provisioning, compliance and
management of cloud infrastructure using a
common workflow.
Security automation
Manage secrets and protect sensitive data
based on user and workload identity.
Networking automation
Accelerate application delivery by automating
the network, including physical devices, virtual
appliances, and distributed service mesh.
Application automation
Deploy any application and iterate safely with
progressive delivery, failover strategies, and
integrated security and network.
Founded in 2012 and providing key infrastructure for enabling cloud transformation
Medallia Inc © Copyright 2020.

3. Business Model
● Cloud Infrastructure to accelerate applications to move to multi-cloud
● Open source practitioner strategy
MODERN DATACENTER
“DYNAMIC”
PRIVATE CLOUD
TRADITIONAL DATACENTER
“STATIC”
DEDICATED INFRASTRUCTURE
+ AWS AZURE GCP+ + +
SYSTEMS OF RECORD SYSTEMS OF ENGAGEMENT
Medallia Inc © Copyright 2020.

4. Multi-Cloud Strategy
● Multi-cloud Operating Model
● On-prem and SaaS models
Medallia Inc © Copyright 2020.

5. The Journey to Hypergrowth
● Prescriptive guidance throughout journey management
● Right product set and partner integrations
● Integrated GTM Model
Prescriptive Architecture Solution Implementation Continuous Adoption
& Support
● Focus on Renewal and Expansion
● Delivery of long-term business value
Medallia Inc © Copyright 2020.

6. Role of Customer Success
● Map customer journeys to track success. Scale
to large customer base via segmentation.
● Layered CS Org
○ Strong technical TAMs
○ Relationship Managers
○ Deep professional services
● 24/7 with high touch technical support
● End-to-End Lifecycle Management
● Digital Journeys for continuous touch
Medallia Inc © Copyright 2020.

7. Scaling for Success
Invested in people,
processes and systems
Highly integrated and
best-of-breed solutions
Unified GTM strategy with
continuous expansion for
enhanced LTV
Medallia Inc © Copyright 2020.

8. Recommendations for Success
● Devise an end-to-end Customer Journey and value adoption metrics with get-well plans
● Be KPI-driven – Focus on expansion and retention metrics
● Implement an effective and scalable Customer Success Strategy
Worldwide
Support
With HashiCorp Worldwide
Support, you can get assistance
when you need it from anywhere in
the world with our ready-to-serve
ticketing system and expert
support team.
Technical Account
Management
From best practice advice to
regular cadences and business
reviews, our Technical Account
Managers (TAMs) will be your
advocate, ensuring your teams are
set up for long term success with
HashiCorp every step of the way.
Implementation
Services
Let highly skilled product domain
experts help you achieve success
by simplifying and accelerating the
adoption of our cloud solutions
starting at the implementation
phase.
Enterprise
Architecture
Large-scale systems and services
can become complex to design and
manage. Our Enterprise Architects
can lay the foundation for your
success through design
consultation and architecture
review using HashiCorp’s
recommended patterns.

9. Questions?
Medallia Inc © Copyright 2020.

10. THANK YOU
Medallia Inc © Copyright 2020.