The Impact of Fractional Leadership During Transformation
Customer Success Growth with Growth Molecules
CLIENT OVERVIEW
“Growth Molecules™ has been a critical partner in helping to scale our business. Evan Williams from Emilia’s team joined at a critical transition point for our customer success organization. His knowledge and practical expertise enabled him to jump right in, build relationships and credibility with both customers and our internal team, and drive success across a number of key initiatives.”
Former President, Bitly.
Growth Opportunities
Goals of the Fractional Leadership Engagement
- Achieve Customer Success Retention Targets
- Enhance and Optimize Customer Experience
- Drive Automation of Low-Value Interactions with Gainsight
- Increase Revenue Growth
“The Growth Molecules team provided strategic guidance to ensure the successful optimization and deployment of our Gainsight platform. The playbooks and Calls to Action for CSMs helped the team to become more proactive, driving an improvement in NPS and customer experience. They have been a valued partner.”
Former Senior VP, Customer Success and Sales, Bitly.
the results From our partnership
Bitly partnered with Growth Molecules to lead targeted Gainsight initiatives. The fractional leader created operational efficiency enabling CSMs to shift from reactive work to strategic customer management. Bitly is now achieving an all-time high level of CS and cross-functional Gainsight adoption.
- Workframe to Scale: Replaced cumbersome scorecard with a new streamlined and predictive version, leveraging Gainsight’s DEAR(E) framework and best practices. Added a new CSM sentiment input to allow for subjective health input from those who know their customers best.
- Consolidated CTAs: Now, strategic and actionable CTAs are focused on predicting risk and exposing expansion and growth opportunities. Action plans enable CSMs to act quickly and with clear steps.
- Digital and High-Touch Onboarding Optimized: Developed and deployed an updated hybrid onboarding program to drive customer engagement and adoption in their first 90 days, with an accompanying executive dashboard.
- “At-Risk” Framework: Designed and launched a cross-functional program leveraging Gainsight data and health scores to proactively identify risk and expose to stakeholders to deploy “Get to Green quickly” plans for customers.
About
Growth
Molecules
We are a management consulting & technology services firm that offers proven strategies, AI-driven workflows, & expert execution across the entire customer lifecycle journey. We offer integrated, scalable solutions for B2B technology companies to protect & grow their recurring revenue. We do that in three ways:
- We Assess: We discover your current capabilities.
- We Prescribe: We define new solutions.
- We Execute: We implement revenue impact.
We have been in your shoes: Our team of award-winning strategists are former global revenue leaders who understand what it takes to get scientific about their revenue.
Contact Us today to get started on your Customer Success Optimization Journey
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