When you run a Customer Success Operations function, feedback from end users isn’t noise—it’s fuel that keeps your systems credible and useful. The challenge is gathering the feedback, managing the inquiries, and responding in ways that build trust instead of frustration.
When you launch Gainsight CS—or when adoption surges after a relaunch—feedback can pour in like a flood. It’s easy to feel swept away. Your challenge: ride the wave instead of being pulled under by the flood. Not all feedback is equal. Segmenting it helps you respond effectively and deliver new solutions at scale. I’ve found it useful to borrow segmentation ideas from our Customer Success peers.
In partnership with the Gainsight Education Team, we’ve built a compact Job Aid (attached to this post as a PDF) that segments feedback into three categories. For each, we outline channels, response times, and teams to involve.
- How-To questions
- Break/Fix issues
- Enhancement requests
The impact of working with these rhythms in your Customer Success Operations function? Faster fixes, fewer repeat questions, and a healthier reputation for your CS Ops function. Done well, these motions beget success:
- Shift Gainsight CS from being “just another tool” into a trusted environment that your teams actually lean on.
- Elevate your own role from an order-taker to an expert partner who responds promptly and builds deliberately.
- Empower your CS team to deliver recurring impact as they contribute to your Gainsight ownership roadmap
I’d love your take—what’s worked (or not worked) in your organizations?