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
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