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"Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016

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Dan Steinman, Chief Customer Officer at Gainsight, shares his learnings on how Sales and Customer Success can work together effectively at SaaStr Annual 2016 held in San Francisco Feb 9-11th. www.saastrannual.com

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DAN STEINMAN CHIEF CUSTOMER OFFICER / GAINSIGHT
WELCOME TO THE 
 CUSTOMER SUCCESS 
 MOVEMENT
THE BALANCING ACT Sales Customer 
 Success
TRANSACTION ECONOMY FUNNEL Reactive 
 Customer 
 Service Proactive
 Customer 
 Acquisition Sales $ Post-Sales
RELATIONSHIP ECONOMY HOURGLASS Reactive 
 Customer 
 Service Sales $ Post-Sales $ $$ Adopt Expand Renew In a recurring revenue world, there’s no such thing as Post-Sales Proactive
 Customer 
 Acquisition
COOPERATION, NOT BALANCE
SALES CUSTOMER SUCCESS 1.How / If Customer Success should 
 influence new acquisition Sales? 2.How to handle Sales transactions 
 that happen after the initial deal?
TRANSFORMATIONAL 
 CUSTOMER SUCCESS “A commitment, with associated investment and authority, to making your customer and customer lifetime value the focal point of your company”
STANDARD ORGANIZATION
THE CS MATURITY LADDER Adoption Retention Expansion Optimization Transformation Business Maturity SuccessMaturity
On-
 Boarding Marketing Product Sales Finance Services Support Training Customer 
 Success
TRANSFORMING NEW 
 ACQUISITION SALES •Is maximizing the initial 
 deal size always the right 
 thing to do?Sales Customer 
 Success •Does Customer Success 
 have veto power over 
 deals in the pipeline? •Can CS help objectively 
 assess the risk of deals 
 in the pipeline?
POWER SHIFT Sales Customer 
 Retention
TRANSFORMING 
 INSTALLED BASE SALES •Sales or CS doing renewals? Sales Customer 
 Success •CS as key lead gen engine for Product and Services upsells? •Sales or CS doing upsells? •Rules of Engagement for 
 upsell opportunities?
DISCUSSION

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