The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation by Nick Mehta, CEO of Gainsight, is all about Driving Customer Success in the Subscription Economy, something Enterprise Software-as-a-Service ( SaaS ) vendors must embrace if they wish to succeed at the highest levels.

1. Sept
2013
Driving Customer
Success in the
Subscription
Economy
Nick Mehta

2. 2

3. 3
My Dad
Me
(Looking
Cool)

4. 4
“In Enterprise
Software You
Either…”

5. Build a Product
Or Sell It

6. 6
2 Learnings

7. 7
Everyone Says
90-Something
Retention

8. 8
Retention
Takes Work

9. success noun sek-’ses

10. 10
Why? What? How?

11. 11
Why?

14. Vendor
Success
Customer
Success

15. Vendor
Success
Customer
Success
Vendor
Success
Customer
Success
Vendor
Success
Customer
Success

16. 16
What?

17. What’s Really Changed?
• Case-driven
• Efficiency metrics
• Cost center
• Support function
• Responsive
17

18. What’s Really Changed?
• Case-driven
• Efficiency metrics
• Cost center
• Support function
• Responsive
• Health-driven
• Success metrics
• Revenue driver
• Strategic function
• Proactive
18

19. 19
How?

20. Starts With
Culture
Sales Gong
Customer
Success Gong

21. 3 Steps to
Success
1. Create org
2. Measure customer health
3. Standardize approach

22. 1. Org: Everyone
Owns It

23. 1. Org:
Firefighters
CEO
Sales Services
Customer
Success
Management

24. 1. Org: Sales-
Oriented
CEO
Sales
CSM /
Renewals /
Account
Management
Services

25. 1. Org: Service-
Oriented
CEO
Sales Services
Customer
Success
Management
Professional
Services
Training Onboarding Support

26. 1. Org -
Integrated
CEO
New Business
Sales
Chief
Customer
Officer
Renewals /
Account
Management
Customer
Success
Management
Professional
Services
Training Onboarding Support

27. 1. Org -
Partnership
CEO
Sales
Renewals /
Account
Management
Services
Customer
Success
Management
Professional
Services
Training Onboarding Support

28. 1. Org – Where
Do You Fit?
Business Maturity
ProductComplexity
Firefighter
Sales-
Oriented
Service-
Oriented
Integrated
Model
Partnership
Model

29. 2. Measure
Customer Health
Financial Health: Payment history, credit score
Contract: Term, spend
Relationship: Surveys, key sponsors
Adoption: Usage, features
Interaction: Support, other contacts, social

30. 3. Standardize
Approach
High
Touch
Low Touch
No Touch
JUST-IN-TIME
AUTOMATION
PROACTIVE
STRATEGY

31. Gainsight
COMMON CHALLENGES
• Identifying at-risk customers early
• Scaling team cost—effectively
• Finding up-sells and advocates
• Consolidating 360º view of customer
• Getting time from internal IT team

32. Approach
High
Touch
Low Touch
No Touch
Drive Up-Sell
JUST-IN-TIME
AUTOMATION
PROACTIVE
Scale Customer
Success
STRATEGY
Save Customers
ROI

34. Thank You!
You