SaaShimi · 37 min
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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