Gainsight Admin Profile - Justin Richmond: Ops is the heartbeat of CS

People who love their work have an infectious enthusiasm that energizes anyone who enters their orbit. At least that’s how I felt when I recently sat down with Justin Richmond @jrich to hear about his journey in the world of CS Ops. Justin is passionate about customer success, and supporting his team at Appian. This was most evident when I heard Justin share how he sees CS Ops as the heartbeat of the CS organization. 

We started with a quick icebreaker about his favorite game or show, and he delivered on both by citing The Last of Us as his current favorite. He appreciates that the show is an amazing adaptation of the game and is staying true to the game’s ‘script’. 

After our conversation, I realized that Justin basically provided a Getting Started in CS Ops playbook . Among his tips:

• Start small and take it slow
• Don’t overpromise / be honest about what’s possible
• Lean into the broader Community and Support
• Use the Gainsight Object Glossary to quickly understand objects and fields
• Listen to your CSM team for feedback
• Iterate to improve
• Don’t be afraid of making mistakes, but do learn from them

Check out the video below to hear Justin’s story in his own words!