Ep. 2 | Lincoln Murphy - Gainsight and Evangelizing Customer Success

Recorded on January 25th, 2016

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Show Notes

In today's episode, we interview Lincoln Murphy, Gainsight Customer Success Evangelist and Founder of Sixteen Ventures. Lincoln, an expert in customer success and SaaS growth, shares about Gainsight's approach to helping customers at Gainsight and through consulting at Sixteen Ventures. Lincoln discusses Customer Success University (CSU), Gainsight's wildly popular Pulse Conference, and how he embraces a "helping sells" approach to enable SaaS companies to accelerate their growth across the Customer Lifecycle, from customer acquisition to retention.

About Lincoln Murphy:

Lincoln Murphy helps SaaS companies grow. He is a SaaS Marketing & Business Model Expert, revolutionizing the industry as a Growth Hacker & Customer Success Strategist. He is founder of Sixteen Ventures, a consultancy for SaaS growth, and he is Customer Success Evangelist at Gainsight, where he promotes thought-leadership in the areas of Customer Success, retention, churn mitigation and expansion revenue that build toward an efficient engine of company-growth for SaaS (Software-as-a-Service) and other Subscription businesses. Since 2006 he's directly helped 300+ SaaS companies accelerate their growth by optimizing the Customer Lifecycle, from customer acquisition to retention. Lincoln's work has been featured  Inc. MagazineFast Company, Sandhill.com, Read Write, SoftwareCEO, Venture Beat and ZDNetand have spoken at industry events including SaaS University, Freemium Summit, SIIA On-Demand, & HostingCon.


Gainsight is a Customer Success company that helps companies reduce churn, increase upsell, and create successful customers.

About Sixteen Ventures:

Sixteen Ventures 

Sixteen Ventures is a consultancy focused on enabling SaaS companies' growth, focusing on areas including pricing, customer acquisition and evolving with the market to helping reduce customer churn. 

Topics covered:

Helping customers achieve their desired outcome starts before the sale

Once you put out the churn fires, customer success becomes focusing on account expansion and advocacy.

Customer Success University: Learning Sells

Anything you sell you have to be good at yourselves.

Educate during conferences

Customer Success isn't about making customers happy - it's about making customers successful. And to do this well, we have to challenge them.

There are no quick fixes for customer success.

Top 2-3 Trends for Customer Success for 2016 and beyond?

Until Next Time

 Well, that was just a short summary of what we talked about in episode one. We hope it makes you want to subscribe and listen. We plan to publish 2 interview per month for now. But between episodes, we can continue the conversation on Twitter with the hashtag #HelpingSells. So if you’d like to chat with Sarah and Bill, tweets us and use the Hashtag #HelpingSells.

Written by

Bill Cushard and Sarah E. Brown

Helping Sells Radio co-hosts, Bill Cushard and Sarah E. Brown, are Rocketeers based in Palo Alto, CA. Reach out to them by emailing marketing (at) servicerocket.com or on Twitter using the hashtag #HelpingSells.