Overall Experience Partnering with ESG Our experience partnering with ESG was exceptional. This was my first time working with a full consulting team to design and build a Customer Success organization, and ESG exceeded expectations at every step. The team operated as true partners—highly knowledgeable, collaborative, and relentlessly focused on progress and outcomes. Kristin, our project manager, was outstanding. She consistently kept the engagement moving forward, ensured alignment across workstreams, and held everyone accountable to timelines and deliverables. Her leadership and organization were critical to the success of the engagement, and I cannot thank her enough. Megan and Andrea were equally impactful. We spent countless hours together building playbooks and operational processes from the ground up—including designing and executing our Quote-to-Cash journey end to end. Their willingness to step in at the last minute, build executive-ready PowerPoint decks, and support critical meetings demonstrated an unmatched level of commitment and professionalism. I am truly grateful for their partnership. Problem We Were Looking to Solve Our organization engaged ESG to help establish and operationalize a Customer Success function as we pivoted direction and formally introduced CS as a core capability within our company. We needed both strategic guidance and hands-on execution to ensure we built the organization correctly from the start. Most Beneficial Part of the Engagement From my perspective, the most impactful contribution was the systems and operational foundation led by Justin Garlock. Justin was instrumental in guiding us through our Customer Success Platform (CSP) evaluation while we were actively in sales cycles with multiple vendors. His depth of knowledge, practical insight, and unbiased perspective were invaluable. Beyond vendor evaluation, Justin’s development philosophies and systems-oriented thinking helped us design and build Vitally into the platform it is today. He laid the groundwork for scalable processes not only within our CSP, but across our broader Customer Success playbooks. His contribution was foundational to our long-term success. Would You Recommend ESG? Why? Absolutely. ESG brings a flawless game plan to every engagement. They do not miss details. Even when you believe a process is complete, ESG will challenge your assumptions and ensure critical considerations are addressed before moving forward. If you follow their guidance, ESG will not allow you to fail. Their rigor, experience, and commitment to excellence make them an outstanding partner for any organization looking to build or transform Customer Success in the right way.

The experience of workshopping with the guidance of ESG was so enjoyable and ultimately really valuable for our business. We were looking to capture as a cross-functional team the customer journey that we want to deliver to highlight the gaps we have to fill between today and tomorrow. The most beneficial part was to have a knowledgeable party leading and encouraging healthy debate. If you're looking to resolve for this need or have a map created with their guidance, ESG is the way to go!

The (roadmap & recommendations) output applied a framework and language to what were previously thoughts and ideas that were rather fluid. It gave us a language, a plan, and a level of excitement that we had not previously had about ‘what’s next. We got to work ON the business rather than IN the business.

I’d like to thank Justin, Caitlin, and the ESG team for the critical support with implementing Gainsight, enabling usability for my team, and accelerating time to first value in the platform. Our team worked with a very capable and efficient partner to stand up Gainsight and complete core implementation. However it was the work of ESG that enhanced platform usability and future potential to scale. The ESG engagement was personal, providing a unique blend of technical capability, programmatic CS expertise, and a valued relationship in one package. The team’s attention to our unique environment and critical business requirements allowed us to connect our overall business strategy to day-to-day operations. Justin and Caitlin’s hand’s-on expertise and consultative approach greatly reduced internal adoption time, helping us drive ROI on the platform spend. We would not be where we are with the deployment of Gainsight Essentials without your team’s partnership. Thank you.

Thank you for all of your good work and for making such a positive impact on the individuals and the organization. Your coaching and training has brought the team forward in such a productive way. I truly appreciate it.

Our relationship with ESG has empowered us to reach a level of Customer Success maturity and organizational change more quickly and effectively than I thought possible. Their thought leadership and agility in working with a business as dynamic as ours have been an integral and indispensable component of our success.

ESG has been fantastic to partner and work with… All that [Tool Selection and Implementation] we’ve accomplished has really been done on the hard work and expertise of ESG.

This project was critical in helping HPE anchor our focus on the right things – our client’s needs, how our GTM teams support those needs, and the prioritization of which actions actually move the needle. Our team is now aligned around the right plan, thanks to the ESG team.