Nick Mehta and Kellie Capote of Gainsight on Digital Customer Success, the State of CS & Diversity in Tech | Episode 012

Immerse yourself in an enlightening conversation with the dynamic duo, Kellie Capote and Nick Mehta, CCO and CEO (respectively) of Gainsight! Discover the unique blend of cross-functional relationships and a growth mindset that has driven Kellie's fascinating career trajectory. Get an exclusive peek into Nick's rise from a bio chemistry major to where he is today. Together, they explore the challenges and rewards that come with a customer success role, emphasizing the importance of harnessing passion and data-driven problem-solving. We then venture into the world of Digital Customer Success, where Kellie and Nick offer valuable insights on how leveraging technology and self-service capabilities can enhance customer interactions. They also delve into how Gainsight implements in-app walkthroughs and engagements to guide customers effectively. But the conversation doesn't stop there. We also explore gender diversity within customer success, and how Kellie and Nick have fostered growth, innovation, and a seamless customer experience within their teams.Lastly, we discuss the importance of diversity and career opportunities in the workplace. Learn from Kellie and Nick about the potential pathways available for underrepresented backgrounds, from CSM to VP, CCO, CRO, CEO, and board member. Hear their advice on how attitude, initiative, and flexibility can make you stand out and accelerate your career growth. We wrap up the conversation with a focus on the vital role of customer health scores in digital success. Listen in as we discuss how both quantitative and subjective data can provide invaluable insights for businesses. Don't miss out on this enriching conversation loaded with insights from tech, business, and beyond!Enjoy! I know I sure did...Nick's LinkedIn: https://www.linkedin.com/in/nickmehta/Kellie's LinkedIn: https://www.linkedin.com/in/kellie-capote-6541a939/Resources Mentioned in this Episode:Lex Friedman Podcast: https://lexfridman.com/podcast/All In Podcast:https://www.youtube.com/channel/UCESLZhusAkFfsNsApnjF_CgHow I Built This Podcast: https://www.npr.org/series/490248027/how-i-built-thisMy First Million: https://www.mfmpod.com/Kudos:OktaConcurMews If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic🎬 This content was edited by Lifetime Value Media.Learn more at: https://www.lifetimevaluemedia.com