New in Gainsight University: Change Management for Customer Success Update
Our updated Change Management for Customer Success learning path is now live on Gainsight University! This learning path shows you how to lead a change from start to finish. Using a Customer Success scenario in which your team moves from Side A (today) to Side B (a fully adopted Gainsight platform), it’s designed to help you build support, communicate clearly, and keep the change going, from the first announcement to the 90-day review.
Here’s what’s included:
1️⃣ Define the Change
Apply the four principles of change management, set a vision for Side B, and write SMART Key Performance Indicators (KPIs) to measure success.
2️⃣ Build Your Coalition
Secure an executive sponsor, map your stakeholders, and show each persona what’s in it for them.
3️⃣ Communicate the Change
Plan the message, sender, audience, channel, and frequency for each group, and adapt ready-to-use email templates.
4️⃣ Enable and Launch
Design training for each persona, work through resistance, and confirm you’re ready to go live.
5️⃣ Sustain and Govern
Track progress, turn feedback into action, review adoption at 30, 60, and 90 days, and set clear roles for keeping the change going.
👀 What’s New?
- Five stage-based courses: One course per stage, so you can go straight to the stage you need.
- Ready-to-use tools: Email templates, a Benefits Reference, a go-live readiness checklist, a 30/60/90-day review, and governance guides for each role.
- Go-live and post-launch tools: A go-live readiness checklist, a 30/60/90-day review, and governance guides for executive sponsors, project leads, champions, and system admins.
🎓 Why Take This Learning Path?
- Lead change with confidence: Know what to do at each stage, from your first vision statement to the 90-day review.
- Make the change stick: Build support, communicate clearly, and keep your team on board after go-live.
🌟 Ready to get started? Enroll today and earn your Change Management skills badge!