Gainsight: Leading by Example in Customer Success

Gainsight: Leading by Example in Customer Success

By
James Lattin, Kirk Bowman, Erika Feldhausen
2020|Case No.E682| Length 16 pgs.

This case describes the evolution of the customer success function through the rise of Gainsight. It discusses the responsibilities of the customer success function, measuring and compensating customer success teams, and the return on investment for adding a customer success organization. It also describes some of the different forms customer success can take across firms.

Learning Objective

Learning goals include understanding what the customer success function is, how the customer success function has evolved over time, how to measure and compensate customer success teams, and how businesses think about calculating the return on a customer success function.

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