Training & Certification
Stay up-to-date with Gainsight's Education and Certification programs for Admins, CSMs, and Product teams
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@rachana.shastry is a Customer Success Specialist and has been the Gainsight Admin at Zyte for about 6 months. Prior to that, she implemented about 40 different companies on Gainsight’s CS solution as a consultant at our partner Wigmore. (It was about 18 months ago that she also earned her Level 3 Admin certification.) With all this experience, I was eager to talk with Rachana about how she found her way into CS Ops, and why it continues to excite and challenge her.Rachana started her career as a Web Developer, before moving into a Data Analyst role, and eventually finding her way into Customer Success. All along, she’s had a passion for technology and data, but it’s only since joining CS that she’s had the opportunity to merge that with her desire to make a tangible impact on the business. As a data analyst, I didn’t know how the reports I built, for example, were going to be used or what impact they would have. As a Gainsight Admin, I get to see the actions and end results… it’s actu
The Gainsight Education team is starting to plan for future training events and resource development. Please take a moment to share your input on the training topics and training format that you’re most interested in. We appreciate your feedback, and we’ll use your input to help plan for the coming year!Fill out our 2-minute Survey We’ll leave the survey open until Oct. 2nd!
Can you imagine living on a submarine for 2 years? How about surviving a 6 month crash course on nuclear power? And what does this all have to do with Gainsight administration anyway? For Travis Floyd, these experiences taught him many things, including how to break down projects into a series of tasks and learning components, as well as commit to a mission and see it through.I recently sat down with @travis_floyd to hear how he started his career in the military, tried on a variety of different software technology hats, and ultimately landed in CS Ops. Currently, Travis is the CS Operations Manager for Armis; and a three-time Gainsight Admin. So, how did he get here? As Travis says, It’s not a destination, it’s a journey. It’s how you adapt to change and overcome, that determines your success.And for folks transitioning out of the military, Travis wants you to know: You’re capable of anything… whatever you put your mind to, you can get it done. And you’ve probably got a level of dedic
Congratulations to everyone who earned an Admin certificate in August! For those of you that earn a cert in September, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. For everyone that shares their badge by Sept. 30th, I’ll put your names in a hat, and pull out 3 winners! In August, we certified 9 Gainsight NXT Admins (Level 3):@manharwalia @mfreas @romain @alizee.levavasseur @RGallion @jrich @josh.broome @Maya.Walton @bharland 16 customers got Level 2 Reports & Dashboards certified: Undrajavarapu Dani LazarusDeepika NasikaBhavana GumdalaYezzu ManojaNatasha AdjivonREBECCA TRIPTI YADALABindu Rajya Lakshmi TekumudiStuart KilpatrickSean FitzpatrickLuis Enriquez GomisHannah McGarveyRohit SoniMichelle GoroEric ValdesJohn DarleyJennifer Provenzano 4 customers got Level 2 JO & Surveys certifie
@bencjaxn, a Senior Gainsight Admin for Alteryx, worked in several business analyst roles before he got his first job working as a Gainsight Admin. Despite initially being unfamiliar with the software, Ben’s previous experience as a teacher prepared him to quickly learn and share new technology.Every child had a device so there was a big push to do as much digital stuff as possible. So a lot of classroom management was about dealing with the software.Ben said that his experience as a science teacher also helped him develop the analytical skills necessary to work with Gainsight’s object-oriented database. But he thinks teachers in general have a skill set that can translate well to a career in customer success.I think teachers are well-equipped. Especially if they’re having to learn a lot of new things at once… when you’re teaching, especially if you’re teaching a new subject every year, there’s so much material that you have to master and present that you’re often scrambling and doing
Calling all Gainsight Admins! We’ve released a great new resource that can help take your Gainsight administration skills further. We've selected several core capabilities for practice that will help you build the muscles required to be a successful Gainsight Administrator. This new workbook of exercises are based on processes and workflows that real-world admins have been asked to build. With this workbook, you’ll be able to practice:Triggering CTAs Refining Your C360 & Timeline Setup Building a Health Score Data and Reporting Managing Users Journey Orchestrator Simple Programs Creating and Sending NPS Surveys using JO Rules Engine TroubleshootingCheck it out today!Gainsight Administrator Practice Exercises
Congratulations to everyone who earned an Admin certificate in July! For those of you that earn a cert in August, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. For everyone that shares their badge by Aug. 30th, I’ll put your names in a hat, and pull out 3 winners! In July, we certified 11 Gainsight NXT Admins (Level 3):@kevin.olayta @eriklangston @cwoolsey @ChaseHall @phillipsj @ssenat @donnajfuchs @chelbusch @caroline.harris @abby.fox Kelci Walker 9 customers got Level 2 Reports & Dashboards certified: @johnny @cwoolsey @pdigaetano Nicklaus Cramer Tiffany Bennett Meghana Pothireddy @Molly.McQ Kathy Gomar Marisa Craig And, we also certified 27 Associate Admins (Level 1): Jacquelyne Guerrero @mobrien14 Chrysten Santos Saichand Moturi Bret Crawford @marywuest @ebh12191 Cameron Dilworth @josh
@mendi_short started her career in customer success as a CSM, progressed to roles in enablement, Gainsight administration (x3), and now is the CS Operations Manager for Delphix.Over the years, her perspective on her role has evolved: Part of my responsibility is being an architect of what Customer Success looks like for our company.To hear how Mendi learned the GS Admin ropes, her NPS program tips to reduce manual CSM work (4 mins.+), and specifically how on-prem products and teams use Gainsight (5:40min.), check out the video below! And, I swear I didn’t coach her to say this: 😅Getting the [Gainsight Admin] certification really helped me to take the next step in my career.
If you’re considering a career change, you’re going to want to hear @ltsponhour ‘s story. Laura was previously a librarian and a technical writer, before sticking a toe into the waters of Gainsight Admin work using Journey Orchestrator. Even if the next career you’re considering has nothing to do with Gainsight, I think you’ll appreciate learning how she leveraged her past work experiences to highlight her relevant qualifications for hiring managers.It’s only been about 14 months since she embarked on this transition, and she’s already earned her Level 3 Admin certification. So, how’d she do it?Laura leveraged a variety of tools, including @seth’s post on How Anyone Can Become a Gainsight Admin, and our sample Gainsight Admin job description. She also reached out to firstname.lastname@example.org to request access to a Gainsight NXT training environment, used our Study Guide to prepare for the Level 3 exam, as well as attended the live Admin training to get hands on guided practice in Gainsigh
@jparker had never even heard of Gainsight or Customer Success back in November 2021, when he was preparing for a job interview. Jon reached out to Gainsight’s training team to request an org to explore, and started taking our free online training. These resources and his previous work experience helped him get through that first interview, and ultimately he landed a new role as a Sr. Engineer in Customer Success. His “crash course” in Gainsight administration really took off in December, when he took our live instructor-led training, and started rolling out processes for the CS team. My previous roles and experience made me very much a generalist, and … being a Gainsight administrator would suit that type of person. The range of things within Gainsight is pretty vast... so that’s probably what’s made me take to it quickly as well. What Jon is looking forward to rolling out in Gainsight:I’m looking forward to getting experience with Scorecards… that’s such a huge part of customer succe
Congratulations to @matthew_lind @heather_hansen @karesu @caitlin_ankney, our first 4 customer Admins to renew their Level 3 certification!We recently launched a new continuing education requirement for Level 3 earners to extend your certification for 1 more year. The exam is unproctored and there’s a study guide to help you prepare. It’s a quick and fairly painless way to stay up to date on your Gainsight Admin skills and to validate them!When you pass the exam, we’ll update the expiration date on your Credly digital badge: Kudos to Matthew, Heather, Kendall, and Caitlyn for passing with flying colors!And we’re grateful to @joseph_siudzinski and @jeffrey_boyer for helping test the exam before it went live. 😅
We have created a new course on the Gainsight Home for the Admins! This course explains how to configure the Gainsight Home feature. Admins, can configure the widgets and reports that matter most for their team, and help the CSMs improve their efficiency with their day-to-day tasks. Check out here for information!Admin - Gainsight Home - NXT We’ve have also updated the Gainsight Home for End Users with the new calendar widget. The Calendar widget in Gainsight Home enables users to view their meeting schedule directly in Gainsight and log relevant activities to Timeline with ease. Check it out!End User - Gainsight Home - NXT
Congratulations to everyone who earned an Admin certificate in June! For those of you that earn a cert in July, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. For everyone that shares their badge by July 30th, I’ll put your names in a hat, and pull out 3 winners! In June, we certified 8 Gainsight NXT Admins (Level 3):@abby.fox @adil.malik Grant Noren Ryan Tillison @tpennick @Ty_McMurry @ltsponhour @DanaK 19 customers got Level 2 Reports & Dashboards certified: Donna FuchsJefferson Ivan Hurtado HuerfanoSydney Smith Romina HerreraGerald AbarcaWilliam FerraSarah Asad Tyler PennickJames SpeerAllison Biggs Jonathan SteeleKaitlyn Thornburg Paul ReevesSarah Miracle Alexandru ZahariaDavid PetersonThomas Maier Ty McMurryCarlos Ascanio 15 customers got Level 2 JO & Surveys certified:Stephen S
We’ve updated one of our most viewed resources for CSMs who use Gainsight. We’re happy to share that it’s been updated to reflect all the latest and greatest functionality. Check it out!Day in the Life: How a CSM Uses GainsightIn this video, you’ll see how a CSM: Uses Gainsight Home to manage work and work towards team goals Prioritizes activities by using Cockpit Uses Playbooks and Tasks to stay organized and act on customer activities Prepares for and participates in customer meetings in the C360 Tracks customer updates and notes in Timeline Maximizes productivity using integrations with Zoom and GongWhat are some ways Gainsight helps you stay organized? We’d love to know!
@sagan_sherlin joined this community back in early 2018, when she landed her first Gainsight Admin role and started learning the ropes. (And she may not remember this, but Sagan was there at Pulse 2019, for the one and only time I’ve ever eaten snails. 😂) After switching to a new company last year, and being given the space and support to prepare, she earned all three levels of admin certification in one month! 😅 While the certifications may not have been necessary to do her job well, Sagan still recommends that others take the time to earn them.They help you understand … the back end, and think about it as a whole. The exam [encouraged me] to think in new ways. It helps you tie everything together and shows you’ve put in the hard work and time to move forward. If you’re a first time test taker, take your time, use the practice test and study guide, ask questions of the community. One of the great things about the community is, we all want to help each other succeed.Sagan mentioned
Razvi Mohammed is a new Manager of Client Outcomes at Gainsight, and recently earned his Level 3 Admin certification. We don’t typically brag about our own employees earning certs, but in this case Razvi deserves the extra kudos - he scored 98%+ on the exam - higher than anyone else ever! (And yes, Gainsight employees take the same proctored exam as customers.)@mrazvi joined Gainsight as a CSM about 3 years ago, and he was just promoted to a team manager role supervising a team of 8 CSMs. Although he just earned his Level 3 NXT Admin certification, he actually passed the SFDC edition version of the test back in 2019!Kiran Panigrahi @Kinnu, who manages Razvi, also proudly shared these kudos: “Razvi has evolved as a geek on the product and his quench to learn more has helped him a lot. So proud to see him reach to newer heights. He rocks!”I asked Razvi about his recent accomplishment and here’s what he said:“I’ve been working with Gainsight for more than 3 years, working in and out of th
Some of us have been drinking the customer success champagne 🥂 for so long, that we may have forgotten what it’s like to help transform a company into a more customer-centric organization. Janae Andrews started at Starrez in 2017, when they were just beginning to stick their toes into the world of CS, and since then has helped launch a small CS team. I talked to her recently about the tools and resources she found helpful, including the well-known Customer Success blue book and more recently our Pulse+ training and certification program. Janae has taken all three levels of training and certification currently offered in Pulse+: for CSMs, Advanced CSMs, and aspiring CS Leaders. About Pulse+, she shared:I walked away with 10 things to implement short and long term. For example, the 30-60-90 day planning for onboarding new CSMs … I can quickly incorporate with new hires. I loved how it was broken down into really manageable [chunks]… I also really appreciated the tests because it was cle
More than a few of us have changed careers since the pandemic started, after re-assessing what’s most important to us and how we want to spend our time. Last Fall, Felicia Romano took the opportunity to reinvent herself as a Customer Success Manager by leveraging CS YOU, a unique training bootcamp program run by SV Academy in partnership with Gainsight. The CS Associate Program provides jobseekers with the technical skills and qualifications to begin a Customer Success career, including connecting learners with internship opportunities and job placement support. I recently talked with Felicia about her experience with SV Academy and the supplemental training she leveraged in Pulse+, a customer success e-learning companion from Gainsight. Below are a few of my favorite quotes from our conversation, but check out Felicia’s story in her own words, too!“I was looking for the best platform [that would help SaaS companies], and thinking if we piecemealed it all together, we’d be able to see
Congratulations to everyone who earned an Admin certificate in May! For those of you that earn a cert in June, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. For everyone that shares their badge by June 30, I’ll put your names in a hat, and pull out 3 winners! We also launched a continuing education exam for the first group of Level 3 certified Admins who passed their exam 2 years ago, and need to renew their certification for 1 more year! In May, we certified 11 Gainsight NXT Admins (Level 3):Jae Kiun AnSamuel Ofori@cblair Megan Mahurin@nick.anagnost @psutela @tmolnar Courtney Ziegenbusch@bmayden @Amulya @indraneel 5 customers got Level 2 Reports & Dashboards certified: Syed AltamashMelissa Crystal Chee Hung Lam Abhishek Gupta Caroline Harris 2 customers got Level 2 JO & Surveys cert
Gainsight’s Education team is continuously building new training courses and updating content to reflect the latest product enhancements and Horizon UX. Here’s what’s new or updated on GS University:Gainsight Admin ElearningAdmin - Scorecards - NXTAdmin - NXT - Connectors - learn the universal steps involved in configuring a wide variety of connectors for Gainsight NXTAdmin - Timeline - NXT (Updated with Gong.io integration)Admin - Salesforce Connector - NXT (Real Time Sync Update)Gainsight End User ElearningScorecards - NXTTimeline - NXT (Updated with new Gong.io integration)360 - NXT (Updated with CSQL) Feedback, questions, or training requests?Share your comments here or contact us at email@example.com.
Maybe you’re thinking about coming to our in-person Pulse Academy Live training on August 16th, but you aren’t sure what course to take? The good news is that we’re offering five different tracks, ie. something for everyone; but the bad news is you have to choose just one! Training for Customer Success ProfessionalsThis year’s tracks for CS professionals include all new content and presenters. If you’ve attended prior years, and you’re wondering if this is a repeat of the same material - it’s not! This training is also very different from the elearning and certificates offered in our Pulse+ training subscription (ie. it’s not a live version of that content). Finally, the curriculum is also product-agnostic, so you don’t have to be a Gainsight software customer to get loads of value from it!Advanced Customer Success Essentials for CSMs This course will provide participants with leading practices, processes and skills for succeeding as a CSM. Topics include the role of the CSM in drivin
If you work in CS Ops, do you feel like you found CS Ops, or did it find you? 😁 Anita Beck started working in customer success at a small startup before ops work found her. Now she’s the Sr. Customer Success Operations Manager for LeanIX based in Germany, and building out a small CS Ops team. Back in 2020, @abeck0625 started at LeanIX as their first dedicated Gainsight Admin. At the time, she didn’t have any experience using or administering the Gainsight application.I had the opportunity to chat with Anita about how she got into CS Ops, her path to Level 3 Admin certification, and what she enjoys most about CS Ops work. A few of my favorite quips:You don’t find CS Ops. Operations finds you.It’s important to have several people on your team certified at Level 3 … because you’re much better prepared for changes (if someone leaves, or is sick) ... you have the knowledge [across] the team, and no one is a knowledge island.My main motivation, coming into a new company and being the main A
We’ve reached an exciting milestone! It’s been 2 years since our first group of Gainsight NXT certified Admins earned their certifications, which means it’s time to renew their certs! Today, we’re introducing a new continuing education requirement that enables an Admin to extend the validity of their Level 3 certification for an additional year. The exam is based on new features released in the last 12 - 18 months. In future years, we’ll provide an updated continuing education exam that’s also based on the last 12 months of product releases and new features.The exam fee is $50, and consists of 26 multiple choice questions to be completed in 1 hour. The exam is un-proctored, and there's a new study guide to help you prepare. The new exam, called “Gainsight NXT Level 3 Admin - Continuing Education Exam,” is only available on Webassesor for Admins who have previously passed the Level 3 exam. (Note: Your initial Level 3 certification is good for 2 years. You don’t need to complete the cont
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