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[Case Study] Accelerated Gainsight essentials rollout to supercharge CSM efficiency

CLIENT OVERVIEW

Glean is a SaaS enterprise search company that offers a cloud-based search platform for businesses. The platform is designed to help organizations quickly and easily search through large volumes of data and find relevant information.

Glean’s platform is built on top of a powerful search engine that can handle complex queries and deliver fast and accurate results. It offers a range of features and capabilities, including full-text search, faceted search, and advanced search filters.

Glean’s platform is highly customizable and can be tailored to meet the specific needs of each organization. It can be seamlessly integrated with Dropbox, Salesforce, Jira, Slack, and many other enterprise platforms.

Pain Points

Glean Customer Success Managers were manually managing increasingly large books of business, primarily relying on spreadsheets for client data and task tracking. It was difficult for the team to leverage data in disparate systems to effectively aggregate a 360-degree view of their clients. 

Furthermore, Glean’s Customer Success (CS) leadership lacked the reporting capabilities to monitor customer health and make strategic business decisions.

To address these challenges, three goals were identified with the Gainsight Essentials implementation:

Melissa McMillan, Vice President of Customer Success, had been through several training programs in her career and was seeking an education partner that provided a different kind of learning for her newly appointed team. That’s when she learned about the Growth Molecules™ CSA Accredited Education Program. The customer success, support, and leadership series offer a highly interactive program that includes polls, role-playing, customized scenarios, and engaging learning experiences. The programs are built for the way adults learn.

  • Improve CSM Efficiency
  • Create a consistent customer experience
  • Deliver robust reporting to the CS team

Lauren Kennedy
Head of Customer Success

“The Growth Molecules-led Gainsight Essentials implementation has been a game-changer for our Customer Success team. They strategically guided us and kept us on track each step of the way, taking the time to truly understand how to use Gainsight to bridge the gap between where we were, and where we wanted to be. With their expertise and leadership, we were able to deploy our Gainsight instance quickly and customized it to fit our specific business goals. “

The Results

With strategic advisory services, supplemented with hands-on-keyboard support from Growth Molecules, Glean’s Customer Success and leadership teams completed a major phase in their journey toward operational excellence: Gainsight was deployed to CSMs in only six weeks. Additional results include:

Operationalized Playbooks and Calls to Action to allow CSMs to provide a consistent and scalable client experience
The accelerated rollout of the Gainsight timeline allowed CSMs to begin tracking all client interactions in a single, filterable feed, increasing efficiency and allowing them to strengthen client relationships
Product usage data is integrated into Gainsight to help drive consistent and automated client health scoring using the DEAR framework
Automated “Welcome to Glean” outreach campaigns are now being sent to new client Executive Sponsors leveraging the Gainsight Journey Orchestrator

  • 83% agreed the program exceeded their expectations, professional development, and growth.
  • 100% believe their time was well spent and used each week effectively.
  • 100% agreed the weekly 75-minute sessions kept them stimulated and engaged.
  • Two-thirds of graduates felt the Breakout Activities or Role-Play allowed them to practice in a safe environment.
  • Nearly 100% of students felt comfortable engaging in each session using various engagement tools (i.e., reactions, chat, unmute, polls).

Growth Molecules™ is a Customer Success Advisory firm, helping companies protect and grow revenue. 
We do That in Three Ways:

  1. We assess your current capabilities: People, Processes, and Systems. 
  2. We implement new solutions: Actionable Playbooks, Technology, and Training
  3. We execute them: Fractional Customer Success Leadership, Success, Leadership, and Support Training.

Growth Molecules™ is the ideal partner in revenue growth and customer success management. Our proven methodologies swiftly identify organizational needs, and strategically plan solutions to positively impact business outcomes. Our team of award-winning strategists are former customer success leaders who understand what it takes to increase revenue through customer success. Don’t take it from us, take it from our customers through case studies and G2 Reviews to prove it. Contact us today to get started on your customer success optimization journey.