Digital Customer Success

Acknowledgments

Like every SaaS solution ever made, Digital Customer Success is the product of multiple minds. It's the fruit of a collaboration between many different individuals, teams, and companies—dedicated professionals who devoted thousands of hours to developing, testing, iterating, and sharing the Digital CS strategies, tactics, use cases, initiatives, and learnings that you'll find in this book. We are grateful and delighted by the magnitude of their accomplishment.

Special thanks to Melissa Allen, Senior Manager, CS Operations at Okta and Kari Ardalan, Global Head of Digital and Scale Success at Qualtrics for taking time from their beyond‐busy schedules to talk with us about their pioneering digital initiatives.

Special thanks, also, to the other Gainsight customers who allowed us to share their stories, insights, and recommendations. They include executives from Alteryx, Dealerware, Docebo, Drift, Gitlab, Gong, Popmenu, Shiji ReviewPro, Samsara, and Unqork.

Just as important were the many—and massive—contributions made by Gainsight's leaders and their teams. This book would not have been possible without the contributions of Gainsters, past and present, including:

• Karl Rumelhart
• Tyler McNally
• Joris Dieben
• Harshita Banka
• Matthew Wasley
• Seth Wylie
• Lane Holt
• Tori Jeffcoat
• Aarthi Rayapura

This book is their achievement, as much as ours.

Finally, we'd like to thank Gainsight's content and design team, as well as freelance writer Peter Gerardo for helping to transmute ...