Nick discusses early days of Gainsight and how they were able to build a new product category - Customer Success - that since has become inseparable from SaaS.

BIO

Nick Mehta has been Chief Executive Officer of Gainsight, a leading customer success SaaS platform provider since February 2013. Prior to Gainsight, he served as Chief Executive Officer of LiveOffice, which was acquired by Symantec in January 2012. Before joining LiveOffice, Mr. Mehta served in several product management and engineering leadership roles at Symantec.

TIMESTAMPS

01:10 The Song

01:45 Jbarra

04:00 The Rise of Customer Success

08:20 CSM Role: Then and Now

11:00 The Book as Marketing

13:50 The 10 Laws of Customer Success 

15:25 Gainsight’s Customer Success Structure

20:00 How has Reduction in Force affected CS

21:00 Expansion of CS beyond Software

24:20 AI vs CSM jobs 

26:35 Hiring your First CS Person

30:55 Types of Software that Doesn’t Need Customer Success

33:30 Future of Customer Success

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