Season C - Ep. 6: Nick Mehta, CEO of Gainsight, on Creating a New Product Category + Past, Present, and Future of Customer Success

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.BIONick 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.TIMESTAMPS01:10 The Song01:45 Jbarra04:00 The Rise of Customer Success08:20 CSM Role: Then and Now11:00 The Book as Marketing13:50 The 10 Laws of Customer Success 15:25 Gainsight’s Customer Success Structure20:00 How has Reduction in Force affected CS21:00 Expansion of CS beyond Software24:20 AI vs CSM jobs 26:35 Hiring your First CS Person30:55 Types of Software that Doesn’t Need Customer Success33:30 Future of Customer Success