Psychology of Customer Success Gainsight's Easton Taylor on the Power of Human-First Leadership
Jul 31, 2024
Easton Taylor, SVP of Customer Success at Gainsight and a human-first leadership advocate, shares insights from his nine-year journey in customer success. He highlights the eight crucial ingredients of human-first leadership, including empathy and authenticity, and discusses Gainsight's core values like 'childlike joy' and 'Shoshin.' Easton emphasizes the importance of prioritizing employee well-being and fostering transparency to build trust, especially during tough economic times. He also offers practical strategies for new leaders to enhance team dynamics and creativity.
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Human-First As A Strategic Choice
- Gainsight framed 'human-first' as proof you can win in business while prioritizing people.
- Core values (Golden Rule, Stay Thirsty, Childlike Joy, Success For All, Shoshin) operationalize that mindset.
Lead With Empathy And Radical Candor
- Practice empathy by actively listening and asking solid questions before reacting.
- Use authenticity and radical candor when giving feedback to build trust and clarity.
Protect Well-Being With Recharge Days
- Prioritize employee well-being with proactive policies and flexibility.
- Offer concrete supports like 'recharge days' to reduce burnout and preserve performance.