The Customer Success Professional's Handbook

ASHVIN VAIDYANATHAN is the Chief Customer Officer at Gainsight—the Customer Success Company. Ashvin started at Gainsight as a Customer Success Manager and spent many of his early years at Gainsight building new and innovative processes. Prior to Gainsight, Ashvin was at McKinsey & Company consulting with companies on Marketing, Sales and Customer Experience transformations. When not at Gainsight, Ashvin is an advisor to several companies on the subjects of Customer Success and Customer Experience.

RUBEN RABAGO is Gainsight’s Chief Strategist. He launched Pulse+, a refreshed continuation of the world’s largest education program for Customer Success professionals and provides curriculum guidance to universities. Ruben also leads Gainsight’s community outreach intended to elevate diversity in the profession. He was one of Gainsight’s first CSMs and has more than 20 years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to Customer Success professionals around the globe.

CONTRIBUTORS

Alan Armstrong, CEO, Eigenworks

Carine Roman, Global Head of Customer Success at LinkedIn Talent Solutions

Chad Horenfeldt, VP of Client Success, Updater

Chrisy Woll, VP of Customer Success, CampusLogic

David Kocher, VP of Customer Success, GE Digital

Easton Taylor, Director of Customer Success, Gainsight

Eduarda Camacho, Executive VP, Customer Operations at PTC

Elaine Cleary, Principal CSM, Director of Education Services, Gainsight

Erin Siemens, SVP Client Success, ADP

John Sabino, Chief Customer Officer, Splunk

Jon Herstein, Chief Customer Officer, Box

Mary Poppen, Chief Customer Officer, Glint

Nadav Shem-Tov, Director of Teammate Success-CS, Gainsight

Patrick Eichen, VP Client Success, Cornerstone OnDemand

Stephanie Berner, Global Head of Customer Success at LinkedIn Sales Solutions

Travis Kaufman, VP of Product Growth, Gainsight