[Case Study] The Impact of Fractional Leadership During Transformation

Customer Success Growth with Growth Molecules

CLIENT OVERVIEW

Bitly is the world’s leading connections platform, providing a way for brands and businesses to build more meaningful connections with their audiences both online and offline. As a leading global SaaS company, Bitly empowers millions of monthly active users and hundreds of thousands of customers globally to use branded Short Links, custom QR Codes, and Link-in-bio solutions as a trusted way for engaging their audience and delivering critical notifications, information, and experiences. Bitly is proud to be Certified™ by Great Place to Work®, the global authority on workplace culture and employee experience proven to deliver market-leading revenue, employee retention and increased innovation.

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.”

Raleigh Harbour
Former President, Bitly

Growth Opportunities

Bitly made two attempts to implement Gainsight, achieving different degrees of success. Although the platform saw some adoption by the team, there were concerns regarding the reliability of the data it provided. Despite configuring automated triggers to facilitate Customer Success Managers in engaging customers during crucial moments, the abundance of CTAs sometimes created more noise than productive tasks. Additionally, while customer health scorecards contained a plethora of data points, only a handful were strongly linked to customer retention and expansion.

Goals of the Fractional Leadership Engagement

  1. Achieve Customer Success Retention Targets
  2. Enhance and Optimize Customer Experience
  3. Drive Automation of Low-Value Interactions with Gainsight
  4. 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.”  

Ayub Mohammed, 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.

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.

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