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©2015 Gainsight. All Rights Reserved.
Child-like Joy
Gainsight  on  Gainsight:  “How  we  onboard  new  CSMs”  
©2015 Gainsight. All Rights Reserved.
Child-like Joy
Chelsea Taylor
Customer Success
Associate
Michelle Macksood
Sr. Custo...
©2015 Gainsight. All Rights Reserved.
Goals for today’s webinar
• New  CSM  General  Onboarding  Best  Practices
• New  CS...
©2015 Gainsight. All Rights Reserved.
Goals for today’s webinar
• New  CSM  General  Onboarding  Best  Practices
• New  CS...
©2015 Gainsight. All Rights Reserved.
Welcoming your new CSMs
• Have  members  of  your  team  
send  out  welcome  emails...
©2015 Gainsight. All Rights Reserved.
Developing a plan
©2015 Gainsight. All Rights Reserved.
Benchmarking
• What  are  key  milestones  that  you  want  your  CSMs  to  reach?  ...
©2015 Gainsight. All Rights Reserved.
Developing a timeline
Week  1  -­ 2
• Introductory  training  
• Invite  to  custome...
©2015 Gainsight. All Rights Reserved.
Developing a timeline
Months  2  -­ 3
• Continue  to  meet  with  buddy,  but  feel ...
©2015 Gainsight. All Rights Reserved.
Engage different types of learners
Listen  to  
recordings Auditory
Shadow a  
buddy...
©2015 Gainsight. All Rights Reserved.
Make it fun!
• Create  playbooks  with  fun  or  silly  
tasks  to  engage  your  CS...
©2015 Gainsight. All Rights Reserved.
Goals for today’s webinar
• New  CSM  General  Onboarding  Best  Practices
• New  CS...
©2015 Gainsight. All Rights Reserved.
“Gainsight Go” Support Resources for New CSMs
Ø Gainsight  Go  (Gainsight  Support ...
©2015 Gainsight. All Rights Reserved.
Introduction to Gainsight for CSMs/ AMs
Resources  to  
review  ~1-­2  
weeks  into ...
©2015 Gainsight. All Rights Reserved.
Introduction to Gainsight for CSMs/ AMs: Training Videos
©2015 Gainsight. All Rights Reserved.
Introduction to Gainsight for CSMs/ AMs: Glossary of Key Terms
©2015 Gainsight. All Rights Reserved.
Fundamentals for CSMs/ AMs
Resources  to  
review  ~3-­4
weeks  into  role  
©2015 Gainsight. All Rights Reserved.
Fundamentals for CSMs/ AMs: Overview of core functionality
Ø Customers  Tab
Ø Cock...
©2015 Gainsight. All Rights Reserved.
Fundamentals for CSMs/ AMs: User guides for core functionality
©2015 Gainsight. All Rights Reserved.
Advanced Topics for CSMs/ AMs
Resources  to  
review  ~6-­9  
weeks  into  role  
©2015 Gainsight. All Rights Reserved.
Goals for today’s webinar
• New  CSM  General  Onboarding  Best  Practices
• New  CS...
©2015 Gainsight. All Rights Reserved.
Best  Practice  
Introduce Gainsight  early  &  as  part  of  general  CSM  onboardi...
©2015 Gainsight. All Rights Reserved.
Best  Practice   Description
Introduce Gainsight  early  &  as  part  of  
general  ...
©2015 Gainsight. All Rights Reserved.
Best  Practice   Description
Set  Gainsight  usage  expectations New CSMs  should  r...
©2015 Gainsight. All Rights Reserved.
Best  Practice   Description
Set  up  CTA  email  notifications  &  
calendar  remin...
©2015 Gainsight. All Rights Reserved.
Best  Practice   Description
Gainsight  demo   Require  new  CSMs  to  listen  to  a...
©2015 Gainsight. All Rights Reserved.
Best  Practice   Description
Gainsight shadowing Require  new  CSM  to  shadow 1-­3 ...
©2015 Gainsight. All Rights Reserved.
Best  Practice   Description
Gainsight  Overview  Quiz Create and  give  new  CSMs  ...
©2015 Gainsight. All Rights Reserved.
Best  Practice   Description
Have  managers  discuss  and  leverage  
Gainsight duri...
©2015 Gainsight. All Rights Reserved.
Best  Practice   Description
Implement  a  buddy  system Pair  new  CSMs  with Gains...
©2015 Gainsight. All Rights Reserved.
Goals for today’s webinar
• New  CSM  General  Onboarding  Best  Practices
• New  CS...
©2015 Gainsight. All Rights Reserved.
QUESTIONS?
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How we onboard new CSMs

Learn Gainsight's approach for onboarding new customer success hires; from learning the software to making them feel welcome!

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How we onboard new CSMs

  1. 1. ©2015 Gainsight. All Rights Reserved. Child-like Joy Gainsight  on  Gainsight:  “How  we  onboard  new  CSMs”  
  2. 2. ©2015 Gainsight. All Rights Reserved. Child-like Joy Chelsea Taylor Customer Success Associate Michelle Macksood Sr. Customer Success Manager
  3. 3. ©2015 Gainsight. All Rights Reserved. Goals for today’s webinar • New  CSM  General  Onboarding  Best  Practices • New  CSM  Gainsight  Onboarding Ø Gainsight  Online  Resources Ø Best  Practices/  Tips  &  Tricks • Interactive  Q&A
  4. 4. ©2015 Gainsight. All Rights Reserved. Goals for today’s webinar • New  CSM  General  Onboarding  Best  Practices • New  CSM  Gainsight  Onboarding Ø Gainsight  Online  Resources Ø Best  Practices/  Tips  &  Tricks • Interactive  Q&A
  5. 5. ©2015 Gainsight. All Rights Reserved. Welcoming your new CSMs • Have  members  of  your  team   send  out  welcome  emails  to   your  newly  hired  CSMs  when   their  offers  go  out • Decorate  their  desk  on  day  1   • Pair  them  with  a  buddy  on  the   team  so  they  get  up  to  speed   quickly   • Introduce  them  on  Chatter  (or  whatever  public  forum  you  have)  
  6. 6. ©2015 Gainsight. All Rights Reserved. Developing a plan
  7. 7. ©2015 Gainsight. All Rights Reserved. Benchmarking • What  are  key  milestones  that  you  want  your  CSMs  to  reach?   • What  dates  do  you  want  them  to  reach  them  by?   • What  steps  do  you  want  them  to  take  to  ensure  that  they  reach  them? • Who  will  you  have  them  work  with  to  achieve  these?  
  8. 8. ©2015 Gainsight. All Rights Reserved. Developing a timeline Week  1  -­ 2 • Introductory  training   • Invite  to  customer  meetings   • Pair  with  a  buddy   • Set  up  Google  Alerts   • Introduce  to  Gainsight Week  2  -­ 4   • Transition  customers   • Meet  with  buddy  regularly   • Own  customer  meetings   • Meet  benchmarking  goals  
  9. 9. ©2015 Gainsight. All Rights Reserved. Developing a timeline Months  2  -­ 3 • Continue  to  meet  with  buddy,  but  feel  free   to  decrease  frequency   • Grow  load  of  customers  managed • Meet  with  manager  to  review  customers   • Work  towards  internal  goals   • Complete  all  onboarding  tasks   Months  4  -­ 6     • Meet  with  manager  to  review   customers  week  over  week   • Meet  with  buddy  as  needed   • Work  towards  internal  goals • Take  on  new  responsibilities  
  10. 10. ©2015 Gainsight. All Rights Reserved. Engage different types of learners Listen  to   recordings Auditory Shadow a   buddy  and   debrief   meetings Watch   video tutorials Visual Review   flow  charts   and  visual   processes Build   things   in  the   product Kinesthetic Demo   Idol Social   v.   Solitary Active v.   Reflective Sequential v.   Global
  11. 11. ©2015 Gainsight. All Rights Reserved. Make it fun! • Create  playbooks  with  fun  or  silly   tasks  to  engage  your  CSMs   • Keep  training  materials  interactive   and  engaging   • Encourage  team  bonding  and  cross   collaboration   • Leverage  pop  culture  and  humor  to   appeal  to,  and  draw  in,  new  team   members  
  12. 12. ©2015 Gainsight. All Rights Reserved. Goals for today’s webinar • New  CSM  General  Onboarding  Best  Practices • New  CSM  Gainsight  Onboarding Ø Gainsight  Online  Resources Ø Best  Practices/  Tips  &  Tricks • Interactive  Q&A
  13. 13. ©2015 Gainsight. All Rights Reserved. “Gainsight Go” Support Resources for New CSMs Ø Gainsight  Go  (Gainsight  Support  Site):  www.support.gainsight.com Ø Navigate  to  “Getting  Started”   Ø Review  “Getting  Started  Resources”  for  CSMs/AMs Ø Introduction  to  Gainsight  for  CSMs/  AMs Ø Fundamentals  for  CSMs/  AMs Ø Advanced  Topics  for  CSMs/  AMs
  14. 14. ©2015 Gainsight. All Rights Reserved. Introduction to Gainsight for CSMs/ AMs Resources  to   review  ~1-­2   weeks  into  role  
  15. 15. ©2015 Gainsight. All Rights Reserved. Introduction to Gainsight for CSMs/ AMs: Training Videos
  16. 16. ©2015 Gainsight. All Rights Reserved. Introduction to Gainsight for CSMs/ AMs: Glossary of Key Terms
  17. 17. ©2015 Gainsight. All Rights Reserved. Fundamentals for CSMs/ AMs Resources  to   review  ~3-­4 weeks  into  role  
  18. 18. ©2015 Gainsight. All Rights Reserved. Fundamentals for CSMs/ AMs: Overview of core functionality Ø Customers  Tab Ø Cockpit Ø C360 Ø Gainsight  Home  (Dashboards)
  19. 19. ©2015 Gainsight. All Rights Reserved. Fundamentals for CSMs/ AMs: User guides for core functionality
  20. 20. ©2015 Gainsight. All Rights Reserved. Advanced Topics for CSMs/ AMs Resources  to   review  ~6-­9   weeks  into  role  
  21. 21. ©2015 Gainsight. All Rights Reserved. Goals for today’s webinar • New  CSM  General  Onboarding  Best  Practices • New  CSM  Gainsight  Onboarding Ø Gainsight  Online  Resources Ø Best  Practices/  Tips  &  Tricks • Interactive  Q&A
  22. 22. ©2015 Gainsight. All Rights Reserved. Best  Practice   Introduce Gainsight  early  &  as  part  of  general  CSM  onboarding Set  Gainsight  usage  expectations Set  up  CTA  email  notifications  &  calendar  reminders Gainsight  demo   Gainsight shadowing Gainsight  overview  quiz Have  managers  discuss  and  leverage  Gainsight during  1:1  check-­ins Implement  a  buddy  system 1 2 3 4 5 6 7 8 New CSM Gainsight Onboarding Best Practices/Tips & Tricks
  23. 23. ©2015 Gainsight. All Rights Reserved. Best  Practice   Description Introduce Gainsight  early  &  as  part  of   general  CSM  onboarding Include  Gainsight training  in  initial   general  CSM  onboarding  training.   Provide  new  CSM with  links  to  Gainsight  Support  Site  (pointing  them  to  CSM/AM  “getting  started   sections”    at  the  right  times  during  onboarding)  and  Gainsight  Community. Introduce Gainsight early & as part of general CSM onboarding1 Link  to  ‘Gainsight  Go’  (Gainsight  Support  Site)   Link  to  Gainsight  Community  
  24. 24. ©2015 Gainsight. All Rights Reserved. Best  Practice   Description Set  Gainsight  usage  expectations New CSMs  should  review  cockpit  every  morning;;  review  c360  before all  external  customer  calls  and   internal  customer  strategy  meetings;;  review  customized  customer  and  dashboard  views  before  team,   process,  or  1:1  meetings,  etc.   2 Set Gainsight usage expectations Cockpit Review  every  morning  (~10-­20  minutes  each  day) • Review  any  newly  assigned  CTAs   • Update  status  and  due  dates • Complete  associated  tasks  in  efforts  to  close  out  CTAs • Manage  and  complete  CTAs  by  priority  and  due  date c360 Review  before  all  external  customer  calls  &  internal  Customer  strategy   meetings  (~3-­5  minutes  before  each  conversation) • Review  key  focus  areas  on  c360  (i.e.  summary,  scorecard,  chatter,  usage  data,  cases,   key  contacts,  NPS,  Success  Plan,  etc.) Customers  Tab/   Dashboards Review  before  any  team,  process,  or  1:1  meetings  (~5  minutes) • Review  key  customer  views  or  dashboard  views  before  meetings  (i.e.  renewal  dashboards   before  renewal  meetings,  “Code  red”/”At  risk”  dashboards  before  risk  meetings,  CSM-­ Manager  dashboards  before  1:1s)
  25. 25. ©2015 Gainsight. All Rights Reserved. Best  Practice   Description Set  up  CTA  email  notifications  &   calendar  reminders Have  new  CSMs  set  up  CTA  email  notifications   so  they  are  alerted  when  they  have  a  new  CTA  to   take  action  on.  Send  calendar  reminders for  new  CMSs  to  check  Cockpit  for  the  first  15  minutes  of   their  day  their  first  month  so  Gainsight  habits  are  created.   3 Set up CTA email notifications & calendar reminders Link  to  guide  to  set  up  CTA  email  notifications
  26. 26. ©2015 Gainsight. All Rights Reserved. Best  Practice   Description Gainsight  demo   Require  new  CSMs  to  listen  to  a  Gainsight  demo  given  by  a  Gainsight  power  user;;  review  team’s   specific  instance  of  Gainsight  and  how  core  functionality   is  used.   4 Gainsight demo
  27. 27. ©2015 Gainsight. All Rights Reserved. Best  Practice   Description Gainsight shadowing Require  new  CSM  to  shadow 1-­3  current  Gainsight  power  users  to  help  them  better  understand  and   see  a  ‘best  practice’  Gainsight  workflow. 5 Gainsight shadowing
  28. 28. ©2015 Gainsight. All Rights Reserved. Best  Practice   Description Gainsight  Overview  Quiz Create and  give  new  CSMs  a  Gainsight  overview  quiz  after  Gainsight  training  is  complete. 6 Gainsight Overview Quiz
  29. 29. ©2015 Gainsight. All Rights Reserved. Best  Practice   Description Have  managers  discuss  and  leverage   Gainsight during  1:1  check-­ins Leverage  Gainsight  1:1  dashboards;; discuss  priorities  in  the  context  of  Gainsight  CTAs  &  dashboards, ask  new  CSMs  about  their  customer’s  health  scores,  drill  through  customer  c360  for  customer  that   need  further  discussion. 7 Have managers discuss and leverage Gainsight during 1:1 check-ins
  30. 30. ©2015 Gainsight. All Rights Reserved. Best  Practice   Description Implement  a  buddy  system Pair  new  CSMs  with Gainsight power  users  to  help  encourage  usage  and  adoption   best  practices  for   new  users. 8 Implement a buddy system Partner  your  New  CSMs  with  Buddies  to  help  position  them  for  SUCCESS! • Utilize  buddy  system  and  have  new  users  partner  with  most  successful  Gainsight  users;;  this   will  help  to  share  best  practices  and  embed  good  Gainsight  usage  habits  in  new  CSMs!
  31. 31. ©2015 Gainsight. All Rights Reserved. Goals for today’s webinar • New  CSM  General  Onboarding  Best  Practices • New  CSM  Gainsight  Onboarding Ø Gainsight  Online  Resources Ø Best  Practices/  Tips  &  Tricks • Interactive  Q&A
  32. 32. ©2015 Gainsight. All Rights Reserved. QUESTIONS?

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    Aug. 21, 2016

Learn Gainsight's approach for onboarding new customer success hires; from learning the software to making them feel welcome!

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