Community News

JOB TITLE: Customer Success OperationsLOCATION: Bay Area - San Jose Overview: Passionate about CS? Love process, people, customer obsession and data?  Your mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the VP of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale. This roles is part of the VP CS leadership team which includes a leader in PS, CS, Global Support and Training. WHY SHOULD YOU JOIN US: We have grown very quickly, from 20 Enterprise customers to 1800 over the last few years. There are some amazing companies we partner with including 25% of the Fortune 500. These aren't just a little group within a large Enterprise company either, we have some great customers like Amazon, Tesla and many more who use us gl

Join us for the official kickoff of the very first Global Gainsight Admin Group! This is a brand new, customer-driven initiative focused on connecting fellow admins - new, old, and upcoming. I will further update here with future event details - so be sure to subscribe! @jean.nairon @heather_hansen @keith_mattes are among those getting this started, and we're looking forward to getting more and more of you involved.We hope as many of you can make it for our first meeting. The timing may not be great for everyone but we wanted to get an opportunity to connect before the holidays and to begin planning topics for the new year. For our first session we'd like to collaborate on our vision and most importantly, hear from you on what you'd love to achieve out of this group. Our aim is to create a community driven group and your feedback is important to d

My entire team is getting 504 Error Messages.  Is Gainsight down?

Hi Everyone!I’ve been working in Customer Success and Product Advisory for a while and I’m looking to see if you the community brain could help me with the following items:An example template QBR/EBR agenda / slide presentation An example template for Customer Journey (either the process or a created one) A Discord or slack community chat server to connect with other CSM professionalsIn addition, would be fantastic if someone had experience using a content management technology that they’d recommend.PS - Gainsight is fantastic!-Rafael

Hi everyone, I am working on creating a guide on how to use Gainsight to the fullest. So far, I want to include a short introduction to Gainsight, how and why we use it as well as some best-practice examples of e.g. how to utilise the timeline, cockpit, playbooks etc. Do you have any golden experiences to share when it comes to best-practice and/or guides? This is both in terms of on-boarding new colleagues but also to educate excising ones.   Thank you!

I recently opened a Sr Manager, Customer Support & Community lead position in my Customer Success org here at RollWorks. This is a great opportunity to make a big impact as part of rapidly growing business in a hot category (B2B Marketing: ABM).   The position reports to me directly and I’d love to discuss further if you are interested! 

A couple of good and insightful posts here from Feverbee ICYMI;Types Of Questions And Types Of Expertise - What vs How questions and you deliver more value to members by asking, responding to, (and nurturing experts to respond to) the how…? questions.If You Want An Answer, Ask A Question - Posts which include a ‘?’ (i.e. ask a question in the subject line) get around 52% more responses.Would love to hear your thoughts on the above quick reads.

HashiCorp is currently doing a Gainsight NXT Implementation and looking to hire a Gainsight Admin. Click HERE for more detail and to apply!  

Nice idea from Coursera and shared on the Feverbee blogSet Goals and Add To Calendar - When members join, invite them to set a goal for themselves. It can be to visit on [x] number of days. Or it can be to achieve a certain rank, learn a specific skill, or read a set number of articles.

Hello! My organization is mid-rollout for Gainsight and I am starting to plan forward for its ongoing operations. I am wondering if it makes sense to hire a full-time Gainsight admin. Those I've spoken to so far have indicated that it is common to have one admin fulfill both roles, especially for smaller organizations. In our case we would initially have an experienced SFDC admin picking up Gainsight. Does anyone have an opinion on what the workload is for ongoing operations? Or alternatively, at what number of users is it worth having the role separated out? Some variables to consider are: - Number of Gainsight users - Number of Salesforce users - Multiple geographic locations - Multiple functions - Eventually using automation in Gainsight, but limited automation initially I found this post regarding combining it w/ an SFDC role, but it did not address company size or user base:

HI All New to the Gainsight community so delighted to be here. I would be interested to know from other Gainsight CS Leaders if their customer basic are technical (Coders / developers) and what their response / engagement is like from these customers with their CSMs. Also have you experimented with different channels of communication (Email / Survey / Phone / Zoom) and which have you found to be the best channel for Engagement.  Looking forward to discussing this topic.  Thanks Damien

Hi All,  Hearty and warm welcome to the Gainsight GameChangers Community! In May, over 100 new members joined the conversation. We’d love for you to introduce yourself here, so we can get to know more about you!  Sometimes new users hesitate to start their own question or discussion; but there is no such thing as a dumb question! If you find a reply that’s too technical or complicated, don't hesitate to ask for clarification. We are always ready to help!! And to show you how Gainsight and our product team is always listening, these ideas all originated in Community and were implemented in the last 2 years. Below is a chart of the number of community asks and

Hi All,  Hearty and warm welcome to the Gainsight GameChangers Community! In May, over 100 new members joined the conversation. We’d love for you to introduce yourself here, so we can get to know more about you!  Sometimes new users hesitate to start their own question or discussion; but there is no such thing as a dumb question! If you find a reply that’s too technical or complicated, don't hesitate to ask for clarification. We are al

Hi Folks, I will be attempting Gainsight NXT Admin certification on 25th June. I have some Salesforce Background and I am a Salesforce Certified Advance Administrator and has been using Gainsight for a while now.  I just wanted to know if there are any other study material/Test questions that I can go through apart from Admin Training for NXT and Study Guide ?   Thank you in Advance for all your inputs!   Best Regards, Ajit Shukla

Hi all I was recently laid off due to budget cuts as a result of COVID-19.  I’m looking for a new opportunity in Success Operations.  Please let me know if you have or know of anything that might be a good fit. LinkedIn: https://www.linkedin.com/in/heather-hansen-2695ab1/ Thank you!!  

Company Overview At Motorola Solutions, we create technologies our customers refer to as their lifeline.  Our technology platforms in communications, software, video and services help our customers work safely and more efficiently.  Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.  Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security. Department Overview The Motorola Solutions Software Enterprise Customer Success team measures customer outcomes and delivers superior customer experiences that contribute to outstanding references. We enable the ongoing growth and adoption of solutions across our software enterprise portfolio and empower the broader Motorola Solu

This year for April Fool’s we played a trick on @Julian. For a couple of hours, inSpired became a place for Julians to discuss all things Julian (if you had the inSided employee custom user role). Julian took it pretty well - so I can only assume he’s been pranked in the past (maybe by @Ditte...).  Here’s what Julian and the rest of our inSided colleagues saw on inSpired...   How To Julian, Julian Articles and Julian best practices (we’ve got plenty of them)!  Julian voting on his own ideas, providing articles for himself, and asking himself questions.

My client based in San Francisco, CA/Chicago, IL has an excellent opportunity for a Gainsight solution architect/Administrator.  Please let me know if you're interested, and contact me on nkishore@lat36.com.  thanks!   #Gainsight #Gainsight_Admin #Gainsight_architect

You may have noticed some recent improvements to Community search!   Advanced Filters When you search for information on the Community, you now have advanced filters available. Filter options include categories (CS, PX, Product News, etc.), post type (ideas, questions, articles), and tags.     Category specific search When you search within a specific category, the dynamic search results (displayed directly under the search bar) are limited to that particular category. If you view the complete list of results, you will see potential matches from across the community, along with the advanced filter options.     Happy searching!

We are evaluating Gainsight NXT and have some confusion on Salesforce Integration and Licensing - specifically this statement: If you have Gainsight users who don’t have access to Salesforce, they no longer have to bother with the Salesforce login process. They will be setup with a Gainsight login and username and will log into Gainsight directly (yay!).   These users will be able to access Salesforce data that’s been integrated into Gainsight via our Salesforce Connector. And any modifications that these users make to Salesforce data can be pushed back to Salesforce to keep your data in sync. This reads to us we could have 50 Gainsight NXT users whom are non-salesforce users updating Salesforce data? We are concerned as this seems to contradict Salesforce MSA on integration and indirect access that each user updating salesforce data requires a salesforce license. Does anyone have any insight here?     

Does anyone use Salesforce to house their Community? If so, how do you pull engagement data from the community into Gainsight?