By Sonam Dabholkar, Gainsight Dennis Reno, VP CSM at ProofPoint Dean Thomas, VP of Customer Success at Sumo Logic Presented at Pulse Conference 2015.

1. ©2015 Gainsight. All Rights Reserved.
Customer Success and Security
Technology
Moderator: Sonam Dabholkar, Gainsight
Dennis Reno, VP CSM at ProofPoint
Dean Thomas, VP of Customer Success at Sumo Logic

2. ©2015 Gainsight. All Rights Reserved.
VP Customer Success
Dean Thomas
Sumo LogicSumo Logic

3. ©2015 Gainsight. All Rights Reserved.
Customer Success and Security Technology
•Provides cloud-native machine data analytics and search
•Many security use-cases, including audit, compliance and SIEM capabilities
•Security is just one of our use-cases, so we have Security and non-Security
buyers and users
•Customer Success includes
• Customer Enablement (Services)
• Technical Support
• Proactive Customer Success team

4. ©2015 Gainsight. All Rights Reserved.
Customer Success and Security Technology – Unique Challenges
Five Key Things I’ve Learned about CS for Security Technology Customers
1.Domain expertise is very important
• You need more than just great customer skills
• Specific domain training is important
2.Keep your team’s knowledge current
• The pace of change is tremendous
• Customers want to learn from you, not educate you
3.Coach the team to be precise in communication
• Technical buyers and users
• Their job requires incredible attention to detail
• Compliance requirements are often inflexible

5. ©2015 Gainsight. All Rights Reserved.
Customer Success and Security Technology – Unique Challenges
Five Key Things I’ve Learned about CS for Security Technology Customers
4.Always talk about your own Security practices
• Practice what you preach
• Higher expectations for security – it’s their business
4.Lean in to well known threats – Don’t be silent!
• Treat widespread threats as a Customer Service moment
• Acknowledge your own vulnerability mitigation
• Teach them how to use your products to mitigate their own

6. ©2015 Gainsight. All Rights Reserved.
THANK YOU

7. ©2015 Gainsight. All Rights Reserved.
Vice President,
Customer Success
DENNIS RENO
INSERT
YOUR
PHOTO
HERE
INSERT
YOUR
PHOTO
HERE
Proofpoint, Inc.Proofpoint, Inc.

9. Data outside
the firewall is
not protected
Can’t keep
pace with
advanced
threats & end-
user needs
Signature-
based
approaches
are ineffective
Systems
don’t scale &
are expensive
to operate
Security and ComplianceSecurity and Compliance
Solutions HavenSolutions Haven’t’t

10. Protecting your People,
Information and Brand:
Everywhere
Comprehensive
Protection
BetterBetter
EffectivenesEffectivenes
ss
FasterFaster
InnovationInnovation
LowerLower
TCOTCO

11. Social Accounts
Who can create
them?
Are they legit?
Social Accounts
Who can create
them?
Are they legit?

12. Social Accounts
What happens when
abusers hijack the
conversation with
abuse, hate, and
porn?
Social Accounts
What happens when
abusers hijack the
conversation with
abuse, hate, and
porn?

13. Social Accounts
Are social media
accounts regulated?
How do you give the
business what they
want but stay
compliant?
Social Accounts
Are social media
accounts regulated?
How do you give the
business what they
want but stay
compliant?

14. SPAM
Spammers have
discovered social
media. New
techniques to detect
spam need to be
deployed.
SPAM
Spammers have
discovered social
media. New
techniques to detect
spam need to be
deployed.

15. Mass Protest
Social Media is the
perfect breeding
ground for groups to
vent their anger
against a brand
Every company is
vulnerable
Mass Protest
Social Media is the
perfect breeding
ground for groups to
vent their anger
against a brand
Every company is
vulnerable

16. ©2015 Gainsight. All Rights Reserved.
Unique Challenges in the Industry
• Customers come to us “after” a security incident
• Buyers unfamiliar with technology
• Cyber criminals continue to advance their techniques
• Good customer training becoming increasingly important
• Customer Success role becoming more technical in
nature
• Communication “style” is evolving quickly to meet
customer needs

17. ©2015 Gainsight. All Rights Reserved.
Working with the Technical Buyer
• Consider all of the risks:
• Targeted attacks
• Consequences of a breach
• Compliance challenges
• Litigation risk
• What happens when a social account is hijacked?

18. ©2015 Gainsight. All Rights Reserved.
Structure
• CSM’s part of larger customer facing organization:
• Technical Support & Customer Service
• Professional Services
• Technical Account Managers (TAM’s)
• Customer Success Managers (CSM’s)
Smooth hand-off’s are critical to customer experience

19. ©2015 Gainsight. All Rights Reserved.
CSM Goals
• Trusted security advisor
• Various aspects of security and risk are front of the
customer’s mind
• Proactive customer communication
• Seamless on-boarding process
• Support case deflection
• Service differentiation
• Churn prevention
• Customer satisfaction

20. ©2015 Gainsight. All Rights Reserved.
How its Evolved & Learnings
• Being a trusted security advisor is a good thing
• Proactive steps are more important than ever
• Every company has a unique spin on the CSM role
• The ability of the CSM to work with other customer
facing teams is critical to success
• CSM’s are critical to our customers’ success!

21. ©2015 Gainsight. All Rights Reserved.
THANK YOU