Circles of Success - Pulse 2017 - Paid Customer Success Offerings

During Pulse 2017 the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring group discussions for Gainsight customers focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community.

One of the topics we discussed was Paid Customer Success Offerings. Here are a few of the questions that we discussed:

1. Are there any examples of organizations who are successfully generating profit through Paid Customer Success Offerings?
2. Any advice from moving to a paid-for services model?
3. What offerings to you offer customers from an onboarding or support perspective?
4. How did you decided what to offer as a paid service? What is your discovery process for paid CS offerings?
5. Do you have a mix of offerings, or just one or the other?
6. How did you communicate this change to clients? What was their feedback?
7. How have your paid offerings changed and evolved?
8. Have you let paid offerings move your client success teams into different parts of your organization?
9. What have organizations seen services clients are willing to purchase...what moves the needle?
10. Our core market is SMB, and they can be reticent to pay for things beyond the core product. What do SMB customers have an appetite for? What are successful ways to position those offerings? What offerings are most impactful on making those customers successful?

Please share your best practices on this thread to keep the conversation going (include the specific question in your post). Please also follow this thread if you're interested in additional Circles of Success activities related to Paid Customer Success Offerings.