Gainsight CEO Nick Mehta recently talked to Lorna Henri, Global Vice President of CS, TAM, and Support at Mapbox, about how they used the Gainsight CS application to help them standardize their best practices and scale to match their customer growth.

The Mapbox customer success team needs to be highly technical so they can understand and speak to developers on a code-base level, as well as be able to talk to stakeholders to define and deliver ROI on a broader, strategic business level. Previously, their teams were taking notes in various places, and the CS playbook varied from team member to team member.

Today, because of Gainsight, they have a better, more automated picture of account health that includes usage data. It shows up in their Customer360, and is referenced throughout Timeline. They’ve also automated outreach, and the entire team has expansion and QBR Playbooks. Lorna built a one-to-one dashboard for each TAM that she reviews in weekly meetings, too.

To hear more about Lorna’s tips for scaling CS, check out this blog.