A lively and insightful interview with two Customer Ed/Success legends Sandi Lin, CEO & Co-founder of Skilljar, and Nick Mehta, CEO of Gainsight.

 
 

Key takeaways:

  • Customer education is evolving from a support function to a strategic asset.
  • Trained customers are more likely to be successful and engaged.
  • Integrating customer education into the customer journey is essential.
  • Empathy in understanding customer needs is crucial for success.
  • Investing in customer education can lead to higher retention and satisfaction rates.
  • AI is changing the landscape of customer education and training.
  • Education should focus on uplifting customers and enhancing their careers.
  • Continuous learning is necessary to keep up with evolving technologies.
  • Customer education can create advocates for your brand.
  • Understanding the evolving nature of customers is key to effective education.
See Skilljar + Gainsight in action!
 
Durable growth demands a unified Customer Success strategy and toolset. With the acquisition of Skilljar, Gainsight’s CustomerOS just got a major upgrade, empowering SaaS companies to educate and uplove users in personalized, real-time, and scalable ways as a core part of their broader Customer Success strategy.
See Skilljar & Gainsight in Action

Improved Customer Success Team Efficiency

Gainsight centralizes customer data including Skilljar training activity so CSMs don’t waste time digging through different systems. Automated alerts and dashboards highlight accounts with low training engagement, while personalized emails and reminders keep customers on track. 



Real-time

Bringing Skilljar training data into Gainsight helps CSMs identify adoption gaps, deliver targeted support, and boost product engagement. Well-trained customers are more likely to stay, reducing churn and increasing retention. Training also drives long-term value by empowering users to adopt advanced features and expand their usage.

Agentic Future

Gainsight envisions an "Agentic future" where AI delivers learning in the moment, integrated into everyday tasks and applications.

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