Podcast appearances and mentions of nick mehta

#updateai #customersuccess #saas #businessWelcome back to Unchurned! In this very special annual tradition, host Josh Schachter, CEO of UpdateAI sits down with Nick Mehta, the ever-energetic CEO of Gainsight, for a deep dive into all things Pulse 2025 - Gainsight's CS conference, which this year is bringing its signature blend of learning and community to Las Vegas. Josh and Nick reminisce about Pulse's humble beginnings, reflect on the journey from a simple luncheon to a high-octane Vegas affair, and tease this year's theme (wardrobe predictions included!).You'll also get an exclusive inside look at Gainsight, with Nick sharing candid insights about new faces on the leadership team, the integration of exciting new products like Staircase, ModerateKit, and Skilljar, and how the company is weaving AI into both its offerings and internal processes. The conversation is equal parts fun and insightful, filled with plenty of laughs and a motivating message for customer success pros to embrace innovation and lean into the future.Timestamps0:00 - Preview & Introductions1:25 - Pulse Conference in Las Vegas8:36 - Reflections on New & Evolving Leadership 15:23 - Recent Innovations & Acquisitions24:10 - Operational Shifts and AI Integration30:12 - Looking Ahead & Closing Thoughts___________________________

SaaStr 794: The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta   Nick Mehta is the CEO of Gainsight, the customer success platform that helps businesses deliver value to customers and drive scalable growth.   Over the past 12 years, Nick has met with more than 5,000 companies and hundreds of investors, becoming one of the foremost authorities on customer success strategies. In this engaging presentation, Nick discusses the crucial role of customer success in driving business growth and securing investments. He breaks down the top 10 questions investors grill companies about, covering key metrics like net retention, gross retention, and early warning indicators. Nick also highlights the importance of customer stickiness, value demonstration, and efficient customer success operations.   Additionally, he shares a personal story of climbing Mount Kilimanjaro, drawing parallels between the entrepreneurial journey and the challenging yet rewarding climb to success.   ----------------------   Alright everybody in SaaS, this is it.  The biggest, best, most action-packed SaaS + AI event of the year—SaaStr Annual 2025—is coming this May. Three full days. 10,000+ SaaS and AI leaders and more tactical, no-fluff content than you'll find anywhere else.   If you want to scale faster—$10M, $50M, $100M ARR and beyond—you need the right playbooks, the right connections and the right people in your corner. And SaaStr Annual is where it all happens. We'll have 100's of Legendary speakers from companies like Snowflake, HubSpot, OpenAI, Canva, and more. More networking than you can handle—meet your next investor, co-founder, or biggest deal.  A New AI Demo & Pitch Stage— with your chance to win up to $5M in funding!  So don't wait—grab your tickets now at SaaStrAnnual.com with my code jason100 to save $100 on tickets before prices go up. That's jason 100 at saastrannual.com   See you in May!    --------------------------------------------------------------------------------------------   Do you know what would make your customer service helpdesk dramatically better? Dumping it and switching to Intercom.  But, youʼre not quite ready to make that change. We get it!   Thatʼs why Fin, the worldʼs leading AI customer service agent, is now available on every helpdesk.   Fin can instantly resolve up to 80% of your tickets,  Which makes your customers happier. And you can get off the customer service rep hiring treadmill.   Fin by Intercom. Named the #1 AI Agent in G2ʼs Winter Report.      Learn more at : inter.com/saastr   --------------------------------------------------------------------------------------------  

This week on Topline, Sam, AJ, and Asad sit down with Nick Mehta, CEO of Gainsight, to discuss the evolution of customer success (CS) and its growing impact on business strategy. Nick explains why sustained investment in CS is crucial, how customer success managers can thrive by combining technical and commercial skills, and the role AI plays in transforming customer interactions. The episode also delves into how pricing models shape CS strategy and what the future holds for AI-driven customer engagement. Topline by Pavilion is also proud to debut The Revenue Leadership Podcast with Kyle Norton. Listen now. Attention CEOs and Founders! Join Pavilion at the CEO Summit on January 23rd in vibrant New Orleans. Don't miss out—reserve your spot today! Want more Topline? Join the Topline Slack channel to engage with hosts, guests, and other listeners and subscribe to Topline Newsletter.

Bob Moore is the co-founder and CEO at Crossbeam, a “LinkedIn for data” platform that helps companies find overlapping opportunities with their partners. Crossbeam has raised US$117M to date and recently acquired Reveal in 2024. Bob previously cofounded RJMetrics (now part of Adobe Commerce Cloud) and Stitch Data (acquired by Talend). He is also the author of Ecosystem-Led Growth. In today's episode, we discuss: The unique way he evaluated and validated startup ideas Lessons learned from falling in and out of product-market fit How to recognize and act on market shifts that impact your business Specific tactics for distribution and building with conviction vs. consensus Creating scalable and durable startups Unlocking network effects in software Getting mergers right – Referenced: Adobe's acquisition of Magento: https://techcrunch.com/2018/05/21/adobe-to-acquire-magento-for-1-6-b/ Amazon Redshift: https://aws.amazon.com/redshift/ Chris Merrick: https://www.linkedin.com/in/merrickchristopher/ Crossbeam: https://www.crossbeam.com/ Crossbeam/Reveal merger: https://www.crossbeam.com/crossbeam-and-reveal-merger-announcement/ Ecosystem-Led Growth: https://www.robertjmoore.com/book Jake Stein: https://www.linkedin.com/in/jakestein/ Nick Mehta: https://www.linkedin.com/in/nickmehta/ Reveal: https://reveal.co/ Rick Nucci: https://www.linkedin.com/in/ricknucci/ RJMetrics: https://en.wikipedia.org/wiki/RJMetrics Simon Bouchez: https://www.linkedin.com/in/simonbouchez/ Stitch Data: https://www.stitchdata.com/ Talend's acquisition of Stitch Data: https://www.businessinsider.com/talend-acquires-stitch-2018-11 The 4 Levels of PMF: https://pmf.firstround.com/levels – Where to find Bob Moore: LinkedIn: https://www.linkedin.com/in/robertjmoore/ Twitter/X: https://x.com/robertjmoore – Where to find Brett Berson: LinkedIn: https://www.linkedin.com/in/brett-berson-9986094/ Twitter/X: https://twitter.com/brettberson – Where to find First Round Capital: Website: https://firstround.com/ First Round Review: https://review.firstround.com/ Twitter/X: https://twitter.com/firstround YouTube: https://www.youtube.com/@FirstRoundCapital This podcast on all platforms: https://review.firstround.com/podcast – Timestamps: (00:00) Intro (02:44) Tactics for finding founder-market fit (06:17) Speaking to founders about startup ideas (11:16) Why founders loved Crossbeam (19:34) How RJMetrics found market fit then lost it (29:46) Lessons from RJMetrics' exit (38:06) The importance of intellectual honesty (39:33) Building with conviction versus consensus (42:41) Lessons from a three-time founder (50:26) Building and distributing Crossbeam (57:58) The “joint jam” sales tactic (60:35) Unlocking network effects in a software business (63:27) Why Crossbeam merged with its competitor (72:51) Who had an outsized impact on Bob

Nick Mehta is the CEO of Gainsight, a leading customer and product experience platform that aims to be the operating system for your customer journeys. He's a passionate advocate for Customer Success as a function and as a business strategy, an author of several books on the topic, and recently super-excited about the future of Customer Success in an AI world. We talked about all of these topics and much more. A message from this episode's sponsor - Leadfeeder This episode is sponsored by Leadfeeder. No more not knowing who's coming to your website, convert more leads and get a free trial at Leadfeeder.com: Check out Leadfeeder here. Episode highlights:   1. Customer Success is not the same as Customer Support Yes, they both have the same "CS" initials, and this can confuse people, but it's not the same role. Customer Success conceptually sits somewhere in between Sales and Customer Support and drives customer value and retention. Customer Success is also more than a role, it's a company strategy. It's also part of the product you sell. 2. The end of the zero-interest-rate climate has had a profound impact on Customer Success These days, CEOs and investors value profit today over profit tomorrow. Retention is a huge driver of pure profit, and it's one of the highest-leverage activities you can invest in for a recurring revenue business. On the flip side, leaders are looking to become as efficient as possible and reduce the human effort to drive this retention, leading to a requirement for digital customer success strategies. 3. Yes, you probably do need a Customer Success team in your organisation Chris Degnan (CRO at Snowflake) recently opined on the 20VC podcast that he sees no use for Customer Success teams and would immediately get rid of them. That doesn't work for everyone though, and there are many companies that legitimately need Customer Success teams. It's fair enough to say "Customer Success is a strategy" but someone needs to wake up thinking about this and having it as their biggest priority. Customer expectations are rising all the time, and not all products can look after themselves. 4. Product teams and Customer Success teams need to have a good relationship Too many teams have almost no relationship, or only speak when there's an escalation. Both teams have a legitimate claim to own the customer experience, but they should own it together. The best Customer Success teams don't just bring escalations, or even the "What" but the "Who" and the "Why". This makes the relationship strategic and helps build a great product. 5. AI is going to change everything, but it has to be human-first If you're not keeping up with AI you're going to be left behind. It's important to focus on the evolutionary and revolutionary changes that you can bring to your product. There need to be guardrails in your product to ensure that the customer experience doesn't degrade, and you need to be sensitive to the fears and paranoia of internal teams that might feel threatened... but it's going to happen so you need a strategy to survive and thrive in the AI-powered future. Check out "Digital Customer Success" "In Digital Customer Success: The Next Frontier, a team of trailblazing Customer Success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in Customer Success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it — without ever needing to reach out to a live Customer Success Manager. " Check it out on Amazon. Contact Nick You can catch up with Nick on LinkedIn or check out Gainsight. You can also check out the blog post that Nick mentions, The One Thing Billionaire Frank Slootman Got Wrong. Related episodes you should like: Is Product-Led Growth Really For You? (Leah Tharin, Product-Led Growth Guru & Head of Product @ Jua) Embracing Change to Innovate in Product Management (Greg Coticchia, CEO @ Sopheon) The Big Pivot to Reinvent Product Management (Yana Welinder, Founder & CEO @ Kraftful) Helping Superhero Startup Founders Stay Away from their Kryptonite (Richard Blundell, Founder @ Vencha & Co-author "The Go To Market Handbook for B2B SaaS Leaders") Andy Walters' Hot Take - We're Soon Going to be Living in an AI-Assistant-First World (Andy Walters, CEO @ Emerge Haus & Generative AI Expert) Bjarte Rettedal's Hot Take - AI Models Should Be Under Public Ownership or Completely Transparent (Bjarte Rettedal, UX Designer) Greg Prickril's Hot Take - AI is going to change everything for Product Managers (Greg Prickril, B2B Product Management Coach, Consultant & Trainer) Debbie Levitt's Hot Take - Democratising our Work means AI is Going to Steal all our Jobs Sooner (Debbie Levitt, CXO @ DeltaCX and Author "Customers Know You Suck")

Nick Mehta is the legendary CEO of Gainsight, a leading company in the customer success space, where he's played a pivotal role for over 11 years, growing it into a powerhouse with over 20,000 customers and $100 million in ARR. Before Gainsight, Nick was a serial entrepreneur, having led LiveOffice until its acquisition by Symantec, and co-founded Chipshot in the '90s. He holds a bachelor's degree in Biochemistry and a master's in Computer Science from Harvard. Beyond his professional achievements, Nick is a multi-talented individual, known for his popular blog "Metaphysical Musings," where he shares his love for Taylor Swift with nearly 27,000 subscribers. He's also a rapper, an OG shoe dog, and a YouTube celebrity with over 50 parody videos to his name.In this conversation, we discuss:The impact of AI on job security and how it will change the future of work, especially in the context of SaaS and customer success.The concept of "human-first AI" and how companies can leverage AI to remove grunt work while enhancing the human elements of customer interactions.The importance of building strong company culture, focusing on authenticity, transparency, and empathy as key drivers of employee engagement and satisfaction.The balance between the excitement and anxiety surrounding AI adoption, highlighting both the potential benefits and the challenges it poses to knowledge workers.Insights into how Gainsight has evolved over the years, with a particular emphasis on customer lifetime value and the importance of proactive customer success management.The role of leadership in maintaining company values, the importance of vulnerability and openness, and the unique ways Gainsight fosters a sense of community among its employees.ResourceSubscribe to the AI & The Future of Work NewsletterConnect with NickAI fun fact articleAn episode you might like about extending life with email

On this episode of TECHtonic, Thomas asks hard questions about the shifting landscape of customer success with Nick Mehta, CEO of Gainsight. Inspired by a provocative chapter in Frank Slootman's "Amp It Up" that questions the necessity of customer success, Thomas and Nick explore the current debates and future directions of this critical business function.Nick shares his insights on why customer success is more vital than ever, especially as technology companies face increasing pressure to prove their business value. From the historical context of customer success a decade ago to today's innovative strategies, Nick discusses the integration of AI, the importance of verticalization, and the evolving roles within customer success organizations.Listeners will gain valuable perspectives on how to leverage AI for better customer experiences, early warning systems, and productivity enhancements. Nick and Thomas also tackle the challenge of balancing cost efficiency with maintaining the core capabilities of customer success teams and the necessity of adopting a beginner's mind in the face of seismic industry shifts.Tune in to receive actionable advice and discover how you can stay ahead in the debate on the value of customer success and prepare your organization for the future.

Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like: - The changing job market and customer expectations - Aligning CS with revenue and business outcomes - Standardizing practices while keeping the human touch - Major industry moves and consolidation Get an insider's perspective from one of CS's most respected voices - with some surprises along the way. A must-listen for CS pros at any level. Timestamps: 0:00 - Preview & Intros 3:44 - Pulse 2024 at St. Customer Success 5:23 - Nick's Pulse 2024 outfit 10:20 - The state of CS in 2024 18:00 - The lack of accountability 18:53 - The term "Customer Success" is vague 22:40 - Customer Success is a part of the product 25:59 - Nick's priorities for the rest of 2024 & BS! ___________________________

Nick Mehta, CEO of Gainsight joins Dave "CAC" Kellogg and Ray "Growth" Rike to discuss all things Customer Success and metrics! This is a "special episode" that combines deep Customer Success (CS) expertise with moments of light humor, pop culture references, and SaaS industry insider insights!Topics discussed and benchmarks shared during this episode include:ARR per CSMCustomers per CSMCustomer Success Reporting RelationshipsExpansion ARR and Renewal ResponsibilityCSAT or NPSFurther into the episode, additional topics covered include:Priority Outcome Metrics for CSPrimary Leading Indicators for CSCustomer Verified OutcomesThere has been a lot of talk across the industry regarding the future of Customer Success, including if Customer Success as a function is needed which was highlighted in Frank Slootman's book "Amp it Up".If you have a Customer Success team, are considering how to invest in Customer Success, or are just looking for an entertaining 20-minute conversation chalked full of great insights and a laugh or two this episode is a GREAT listen!See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

SaaStr 723: Nick Mehta, CEO of Gainsight, and Jason Lemkin, CEO and Founder of SaaStr: Answer Your Top 10 2024 Customer Success Questions In 2024, for customer success in SaaS, what's “good” NRR? What's a “good” NPS? Who should Customer Success report into? Questions like this and many others are the most common questions asked of SaaStr Fan Fave and expert on Customer Success, Gainsight CEO Nick Mehta, and SaaStr CEO and Founder, Jason Lemkin.  While we recently published an episode on what will change for Customer Success in SaaS in 2024 with Jason and Nick, we ran out of time to answer some of the top questions both get and what their answers would be now in 2024. So in the latest installment of the official SaaStr Podcast, we did exactly that. -------------------------------------------------------------------------------------------- SaaStr hosts the largest SaaS community events on the planet. Join us in 2024 at: SaaStr Annual: Sept. 10-12 in the SF Bay Area. Join 12,500 SaaS professionals, CEOs, revenue leaders and investors for the world's LARGEST SaaS community event of the year. Podcast listeners can grab a discount on tickets here: https://www.saastrannual2024.com/buy-tickets?promo=fave20 SaaStr Europa: June 5-6 in London. We'll be hosting the 5th SaaStr Europa in London for two days of content and networking. Join 3,000 SaaS and Cloud leaders. Podcast listeners can grab a discount on Europa tickets here: https://www.saastreuropa2024.com/buy-tickets?promo=fave200 -------------- This episode is sponsored by: Northwest Registered Agent When starting your business, it's important to use a service that will actually help you. Northwest Registered Agent is that service. They'll form your company fast, give you the documents you need to open a business bank account, and even provide you with mail scanning and a business address to keep your personal privacy intact. Visit https://www.northwestregisteredagent.com/saastr to get a 60 percent discount on your next LLC.

Stephanie Berner is a Customer Success Executive at LinkedIn. Since 2018, Stephanie has spearheaded all post-sales functions at LinkedIn Sales Solutions through its period of rapid growth. With a background in building and scaling customer success teams at Box, Medallia, and Opower, Stephanie has extensive experience in delivering exceptional customer experiences across various company stages. — In this episode, we discuss: Common customer success mistakes Creating a world-class customer success org Tactics for hiring exceptional talent How to structure compensation packages Where customer success fits into the wider org Key early-stage customer success metrics and rituals Successful strategies from Box, Medallia, and LinkedIn — Referenced: Aaron Levie: https://www.linkedin.com/in/boxaaron/ Box: https://www.box.com/ David Love: https://www.linkedin.com/in/david-s-love/ Gainsight: https://www.gainsight.com/ Jon Herstein: https://www.linkedin.com/in/jonherstein/ Jonathan Lister: https://www.linkedin.com/in/jonathanlister/ Ken Fine: https://www.linkedin.com/in/kmfine/ Medallia: https://www.medallia.com/ Nick Mehta: https://www.linkedin.com/in/nickmehta/ Opower: https://www.oracle.com/utilities/opower-energy-efficiency/ — Where to find Stephanie Berner: LinkedIn: https://www.linkedin.com/in/stephanieberner/ — Where to find Brett Berson: LinkedIn: https://www.linkedin.com/in/brett-berson-9986094/ Twitter/X: https://twitter.com/brettberson — Where to find First Round Capital: Website: https://firstround.com/ First Round Review: https://review.firstround.com/ Twitter: https://twitter.com/firstround YouTube: https://www.youtube.com/@FirstRoundCapital This podcast on all platforms: https://review.firstround.com/podcast — Timestamps: (00:00) Introduction (02:21) Formalizing customer success at a startup (05:01) Hiring ICs before CSMs (06:22) Tactics for hiring standout talent (11:39) 3 questions to ask candidates (15:38) Fail-case patterns among customer success hires (17:49) Considering candidates with non-traditional backgrounds (21:21) Indexing toward a bias for action (24:17) What v1 of customer success looks like (26:03) Key early-stage customer success metrics (28:21) Whether customer success or sales should own renewals (30:40) Where customer success fits into the org (32:14) Why customer success doesn't report to an executive (33:48) Distinguishing a product problem from a customer success one (35:18) Simple way to deal with customer churn (39:21) Tactics to get customers to give honest feedback (40:58) What happens when customer success and product teams collaborate (44:14) Rituals for zero-to-one customer success (48:23) How to structure an early customer success team (52:01) Structuring compensation packages (54:35) Aligning customer success with the business model (60:14) The role of customer success in B2B software (62:17) Common customer success mistakes (67:44) People who had an outsized impact on Stephanie

SaaStr 716: The Future of Customer Success in 2024: Insights and Predictions from Gainsight CEO Nick Mehta and SaaStr CEO and Founder Jason Lemkin Is it the end of an era in SaaS customer success? It seems like some of the biggest changes to the human side of SaaS are happening right now. What does the AI revolution and SaaS spending cuts mean for the future of Customer Success and support? In this episode, SaaStr CEO and Founder, Jason Lemkin, and SaaStr fan-favorite, Nick Mehta, CEO of Gainsight share their insights and predictions on what the future of customer success will hold in 2024 and beyond.  -------------------------------------------------------------------------------------------- SaaStr hosts the largest SaaS community events on the planet. Join us in 2024 at: SaaStr Annual: Sept. 10-12 in the SF Bay Area. Join 12,500 SaaS professionals, CEOs, revenue leaders and investors for the world's LARGEST SaaS community event of the year. Podcast listeners can grab a discount on tickets here: https://www.saastrannual2024.com/buy-tickets?promo=fave20 SaaStr Europa: June 5-6 in London. We'll be hosting the 5th SaaStr Europa in London for two days of content and networking. Join 3,000 SaaS and Cloud leaders. Podcast listeners can grab a discount on Europa tickets here: https://www.saastreuropa2024.com/buy-tickets?promo=fave200 -------------- This episode is sponsored by: Northwest Registered Agent When starting your business, it's important to use a service that will actually help you. Northwest Registered Agent is that service. They'll form your company fast, give you the documents you need to open a business bank account, and even provide you with mail scanning and a business address to keep your personal privacy intact. Visit https://www.northwestregisteredagent.com/saastr to get a 60 percent discount on your next LLC.

How do you define a strong customer success mindset and what are the benefits? Nick Mehta, CEO of Gainsight and Dhaval Moogimane, Senior Partner and High Tech and Software Industry Leader at West Monroe, discuss how digital businesses prioritize customer success for Net Revenue Retention gains. The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.In this episode:Making the case for customer success within your organizationHelping employees understand the benefits of customer successAssess the sophistication of a customer success functionWhat makes a good client success managerBuilding a durable business that scales with digital customer success

In this episode, Nick Mehta will share ten significant mistakes he made during his career, and how these failures shaped his journey as CEO of Gainsight. Mehta will impart valuable lessons on resilience and growth, offering attendees actionable takeaways for their own entrepreneurial ventures. This is a must-listen for anyone seeking to learn from real-life experiences and turn failures into opportunities for success in the software-as-a-service (SaaS) world. -------------------------------------------------------------------------------------------- SaaStr hosts the largest SaaS community events on the planet. Join us in 2024 at: SaaStr Annual: Sept. 10-12 in the SF Bay Area. Join 12,500 SaaS professionals, CEOs, revenue leaders and investors for the world's LARGEST SaaS community event of the year. Podcast listeners can grab a discount on tickets here: https://www.saastrannual2024.com/buy-tickets?promo=fave50 SaaStr Europa: June 5-6 in London. We'll be hosting the 5th SaaStr Europa in London for two days of content and networking. Join 3,000 SaaS and Cloud leaders. Podcast listeners can grab a discount on Europa tickets here: https://www.saastreuropa2024.com/buy-tickets?promo=fave20 -------------------------------------------------------------------------------------------- This episode is sponsored by: Northwest Registered Agent When starting your business, it's important to use a service that will actually help you. Northwest Registered Agent is that service. They'll form your company fast, give you the documents you need to open a business bank account, and even provide you with mail scanning and a business address to keep your personal privacy intact. Visit https://www.northwestregisteredagent.com/saastr to get a 60 percent discount on your next LLC.

As a neutral podcast host, I am not supposed to pick favorites...so I won't.But if I did - this conversation with Dillon Young  ( Lifetime Value Podcast) would rank among my favorites because it combines great insights, a lot of fun and some shared background/experiences into one lovely package. Yes, there is some fun banter in the episode (you're welcome for those of you who enjoy that). Besides that, Dillon and I discuss quite a few Digital CS related topics including:Podcasting in CSThe evolution of digital CS towards making CSMs more effectiveThe infancy of GenAI and speaking the language of promptsDealing with data collation and a disjointed tech stack Optimizing your data so that CSMs have an easier time prepping for calls/meetingsUsing downtime to maintain your data and systems so that you can be ready when the wave comesMental health and focusing on being careful what and how much you consume on a daily/hourly basis.I hope you'll have as much fun listening to this episode as Dillon and I had recording it. If you'd like more, go check out his podcast, Lifetime Value - where I'll be a guest this fall as well.Enjoy! I know I sure did...Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung/Lifetime Value Podcast: https://lifetime-value-the-customer-success-podcast.simplecast.com/Resources Mentioned in this Episode:Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Nick Mehta, Dan Steinman, Lincoln Murphy and Maria Martinez (forward): https://amzn.to/40bmr95The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table by Rod Cherkas, Gemma Cipriani-Espineira (Preface) and Nick Mehta (Foreward) : https://amzn.to/3QtNQA7The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch: https://amzn.to/3QCzZHPDigital CS ShoutoutsMickey Powell: https://www.linkedin.com/in/mickeypowell/Dan Ennis: https://www.linkedin.com/in/dan-ennis-cs/Support the show+++++++++++++++++Listener Submissions:If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on 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

Customer success can often feel like an ambiguous and unquantifiable concept, yet maintaining your performance in this area is essential for scaling your business. In this episode from our archives, former Senior Director of Customer Support Kaitlin Pettersen chats to Gainsight CEO Nick Mehta about solving the CS equation.Read a full transcript here: https://www.intercom.com/blog/podcasts/customer-success-nick-mehta-gainsight/This episode was originally published on 10/12/20See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, we speak with Nick Mehta, CEO, Gainsight,  the Customer Success & Engagement platform that has pioneered the CS profession, a powerhouse in the space with an ARR of 200M+ USD and customers all over the world.  We talk with Nick about churn, logo, and client retention - particularly what preventive actions you can put in place to secure success and minimize the risk of churn! Topics that are being addressed in this episode are:   - Why the question "Why did the customer churn" is the wrong one to ask - The better process to find out why customers may churn - Get the process - How do you demonstrate ROI to clients to underscore your value? - How the role of the CSM is evolving over time and based on needs These are some of the many topics we address with Nick. Tune in to learn from his experience in the field of CS and what companies do to become sticky, must-haves, and avoid churn!

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.mfmSupport the show+++++++++++++++++Listener Submissions:If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on 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

Guest: Nick Mehta, CEO of GainsightGainsight CEO Nick Mehta describes himself as “the person who goes all in, on whatever.” So when he had a personally difficult year, he didn't just go to therapy — he also talked to a professional coach, and read about religion, and experimented with (legal) ketamine therapy. All of that led to him “better understanding the inner self ... [and] helping to find ways to suppress the exterior.” In other words, even though Gainsight's culture is suffused with Nick's values, he is consciously trying to unpack a “new version of myself” that is greater than his company: “There's a lot more to me than I realized,” he says.In this episode, Nick and Joubin discuss Mike Moritz, golf clubs, Don Valentine, eclectic fashion, loneliness, Enneagram types, setting the tone, moments of vulnerability, Vista Equity Partners, talking to customers, Jack Dorsey, building others' brands, startups as kids, Marc Benioff, and the ship of Theseus.In this episode, we cover: The mystique of Sand Hill Road (00:58) Un-measurable marketing (05:07)  Launching Chipshot.com (09:17) I-banking culture and fitting in (13:14) Getting help after a rough year (19:48) Immigrant achievers and the meaning of work (21:32) Fueling success and belief in institutions (24:44) Winning while being human-first (30:19) Founder-defined values and culture (3 5:41) What happened to Chipshot? (40:46) Empathy for all entrepreneurs (44:11) Growing & selling LiveOffice (46:03) The new Nick (48:53) Selling Gainsight for $1.1 billion (51:56) Coda and time management (55:20) Ghost notes (59:01) When the spotlight goes away (01:02:17) Philosophy and science books (01:05:45) Deleting work apps every weekend (01:09:23) Who Gainsight is hiring and what “grit” means to Nick (01:10:26) Links: Connect with Nick Twitter LinkedIn Coda Connect with Joubin Twitter LinkedIn Email: grit@kleinerperkins.com  Learn more about Kleiner Perkins This episode was edited by Eric Johnson from LightningPod.fm

Pulse 2023 is here! It's getting harder to keep calm.Make sure to tune in to this light-hearted, humor-filled conversation with  Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell, and special guest Nick Mehta, CEO of Gainsight, as they uncover the swag at the upcoming Pulse conference. Everyone guesses Nick's outfit for Pulse, plays the drinking game, and discuss - Digital CS & Generative AI- CS as Drivers of Change and Performance- Optimizing the workload of customer success managers. Don't miss this episode filled with laughter, insights, and the goodness of CS. Make sure to hit that FOLLOW button to be notified of future episodes. 

Enduring a time of economic downturn takes more than just the normal. It takes grit, perseverance, taking risks, and most importantly, mastering your time to run revenue.   Something has to change, an action needs to take place. But what is that change and how do we properly master our revenue?    In this bonus episode of the Run Revenue Show, we take a break from our regularly scheduled interviews, and listen to three executives who have successfully mastered their revenue - the Head of Content at Clari, Devin Reed, CEO and Prime Minister of Revenue at Clari, Andy Byrn, and CEO of Gainsight, Nick Mehta. Tune in to learn how consolidation can offer customers a combined solution and improve sales efficiency, why time to revenue is crucial in driving customer satisfaction and growth, how legacy systems like CRM and Excel can lead to revenue leakage, how to operate your business more effectively and how to protect your revenue in uncertain times.  Here's what's inside:  Use strong customer relationships for your benefit: Relationships are the key to building a lasting business growth trajectory and it all starts with you and the customers. This involves retaining and expanding customers, making them advocates, and having a product that serves them well. Implement vendor consolidation to boost sales: This is the biggest opportunity and threat in the SaaS industry. Consolidation can help companies offer combined solutions to customers and improve their sales efficiency, while failure to consolidate can lead to losing customers to competitors who offer a combined solution. Measuring impact is crucial for deciding investment in new systems: Sales representatives require a system that automates manual data entry and highlights areas of risk and potential investment to save time and improve conversions, and CROs and boards need an always-on interface that provides multidimensional revenue tracking.   Grab this week's Checklist    Check out RunRevenue.Pro for tips, playbooks, and advice for stopping revenue leak and achieving revenue precision.    See how Clari's Revenue Platform can help you win more deals, protect your customer base, and achieve revenue precision—even in a downturn.  → Clari.com  

Gainsight CEO Nick Mehta shares his top 10 mistakes in 10 years of running Gainsight. This is the second half of a Workshop Wednesday session in which SaaStr CEO Jason Lemkin chats with Nick about his top mistakes as a CEO. You can hear the first half in episode 656.   You can watch the full video here: https://youtu.be/dtdh2Dkhpig   ***** SaaStr Annual will officially be back in 2023. Join 12,500 SaaS CEOs, Founders, Revenue leaders, and investors. Annual 2023 will take place September 6-8, 2023 in the SF Bay Area. Podcast listeners can use code FAVE100 to save 100 off tickets. Use FAVE100 when you buy your tickets at saastrannual2023.com   ***** Want to join the SaaStr community? We're the

Gainsight CEO Nick Mehta shares his top 10 mistakes in 10 years of running Gainsight. This is the first half of a Workshop Wednesday session in which SaaStr CEO Jason Lemkin chats with Nick about his top mistakes as a CEO. You can hear the second half in episode 657, which will air on May 5.   You can watch the full video here: https://youtu.be/dtdh2Dkhpig   ***** SaaStr Europa is back! And this time, we're heading to London for 2 fun-filled days of content, networking, and SaaS. Join us June 6th and 7th for SaaStr Europa 2023. Use code FAVE100 for $100 off tickets at saastrlondon.com.   ***** Want to join the SaaStr community? We're the

In this special 50th episode of TECHtonic, Thomas is joined by Nick Mehta, CEO of Gainsight, and Kellie Capote, Chief Customer Officer at Gainsight, to discuss the state of customer success in today's economic environment.As the industry focuses on efficient growth, they talk about customer retention, digital experience, monetizing customer success, and migrating commercial responsibilities, while addressing some of tech's biggest customer success questions:
How do you drive durable growth from your existing client base?
 Is this a temporary pivot or permanent mentality toward being more cost-effective in tech?
 What does Gainsight think about the pivot to profitability?
 What does it take to successfully monetize customer success activities? Should customer success own renewals?Free Executive Briefing with Thomas Lah.

It's a terrible feeling when new business deals are slow to come in and you're watching your growth targets slip away after all of the hard work your sales team put in to reach new customers.  So how do we counteract this? Through the number one most important strategy in 2023: paying attention to net dollar retention. On this episode of The Run Revenue Show, Nick Mehta, CEO of Gainsight, author of multiple books on customer success and all around champion of delivering value to your customers, shared his insights on this strategy. You'll learn the difference between customer support and customer success, the natural tendency for customers, sharing the value in your vision, and the key steps for turning your value into reality.   Here's what's inside:  Turn your value into reality: Nick mentions the main steps are to agree as a company what your value is, define how that value is translated into the product, orchestrate it into your business processes, and then to become brave. Stop building loyalty through personal relationships: Think relationships are more important than outcomes? Think again. Make sure that you have real outcomes and value as the foundation of your relationships. This will help you avoid revenue leak. Identify where you are leaking revenue on the customer side: Nick says there are multiple pieces to identify - the onboarding process, management, dollar churn, and price compression. From here, build a strategy for each piece. Audit the information flow between your Sales and CS teams: Nick mentions there are two sides you need to consider when collaborating between your sales team and CS. First, an account plan that shows how you are going to grow your customer base. Second, a success plan that shows what you are doing to drive the clients goals. Then, make sure these two plans align!   Grab this week's Checklist   Check out RunRevenue.Pro for tips, playbooks, and advice for stopping revenue leak and achieving revenue precision.    See how Clari's Revenue Platform can help you win more deals, protect your customer base, and achieve revenue precision—even in a downturn.  → Clari.com  

This week, Ashto and Jonesy learn the exciting new model of customer management through Customer Success, co-authored by Nick Mehta, Dan Steinman, and Lincoln Murphy. Enabling customers to understand the value in your products can result in creating a loyal customer base and safeguarding long-term recurring revenue. This book explains how business relationships have changed, and why B2B vendors must focus on delivering success for their clients to achieve success for their own businesses. Customer Success outlines the key elements of building a successful customer success strategy, from the initial planning stages to execution. It offers expert guidance on structuring your organisation, segmenting your customers, and developing cross-functional playbooks. The authors' extensive experience in the field shines through in this book, which is also packed with real-world examples of successful customer success strategies. A compulsory read for any CEO or business leader who wants to stay ahead in the evolving B2B industries, tune in to hear our take on Customer Success. Hosted on Acast. See acast.com/privacy for more information.

Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization. In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Nick Mehta , CEO at Gainsight, about Motivating and Engaging Your Team During an Economic Downturn.Don't forget to subscribe to stay up-to-date on Customer Success best practices!

So much of sales is about solving existing problems. But category creation is about something new entirely. Joining this episode of Demand Gen U is a panel of experts, including Sydney Sloan, Executive in Residence at Scale Venture Partners, Nick Mehta, CEO of Gainsight, and Mike Volpe, Senior Advisor at Silversmith Capital Partners. Together with Jason Widup, VP of Marketing at Metadata, they break down exactly what category creation is, the different phases of it, and when it's necessary, plus much more.Find out:What category creation isWhen category creation is necessaryThe different phases of category creation0:00 – 4:24 Introduction4:24 – 8:54 How to define category creation8:54 – 15:05 Signs that a company should create a category15:05 – 16:50 The different phases of category creation16:50 – 22:11 Working to a playbook and why analysts are so important22:11 – 27:30 How you can remain the leader after category creation27:30 – 33:11 Potential costs associated with category creation33:11 – 34:18 Outro

We’ve spoken before on the show about the importance of Customer Experience in driving growth, with guests like Wharton’s Peter Fader, Gainsight’s Nick Mehta and Bain & Company’s Stu Berman. But today’s guest says you need to think beyond the customer. If you really want to accelerate growth, you need to focus on the employee experience. Tiffani Bova is the global growth evangelist at Salesforce. She’s also the author of the Wall Street Journal bestselling book GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business. Tiffani has been named to the latest Thinkers50’s list of the world’s top management thinkers and is a welcomed guest on Bloomberg, CNN, Cheddar, MSNBC, and Yahoo Finance, among others. In our conversation, we talk about whether your Growth IQ is something you’re born with or something you build, the ten paths to growth, and how Software-as-a-Service has changed what it takes to thrive in Sales. Love the show? Subscribe, rate, review, and share! Here’s How » Join the Subscription Stories Community today: robbiekellmanbaxter.com Twitter Facebook

He sold his company for $1.1Billion but remains a child-at-heart. Hear about Nick Mehta's  toughest moments over the past decade, how he's motivated a team of passionate employees and how he saw his life flash before his eyes but realized being a Steelers fan made his final moment on Earth worth it. Follow Nick:Linkedin: https://www.linkedin.com/in/nickmehta/Twitter: @nrmehta“Sips of Success” is a truthful and transparent conversation with a variety of guests spanning the four primary categories the show is anchored upon: Tech, Entertainment, Lifestyle and Personal Wellness. These relatable moments bring the audience closer to who the guest really is and how they reached success.Follow Jeff:Instagram: @sipsofsuccessEmail: sipsofsuccess@gmail.com Website: https://sipsuccess.com/About Jeff Justice: There was once a thing called “radio”-- Jeff had shows there. There were also things called “CDs”-- he Exec Produced music on those. Now, Jeff Justice is lending his voice back to the digital world in his podcast, Sips of Success. Having a wide, well-rounded network and friend-group, Jeff has spent plenty of time casually conversing with people that are well-known but not always easily accessible. What always surprises those in earshot of those conversations is the ease with which they reach depth and that one (or both) people find out something new about themselves each time. Jeff pulls all of his experiences into the mix to make an enjoyable, easy-to-listen show that hopes to send listeners away with something valuable and new from each episode.

We’ve spoken before on the show about the importance of Customer Experience in driving growth, with guests like Wharton’s Peter Fader, Gainsight’s Nick Mehta and Bain & Company’s Stu Berman. But today’s guest says you need to think beyond the customer. If you really want to accelerate growth, you need to focus on the employee experience. Tiffani Bova is the global growth evangelist at Salesforce. She’s also the author of the Wall Street Journal bestselling book GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business. Tiffani has been named to the latest Thinkers50’s list of the world’s top management thinkers and is a welcomed guest on Bloomberg, CNN, Cheddar, MSNBC, and Yahoo Finance, among others. In our conversation, we talk about whether your Growth IQ is something you’re born with or something you build, the ten paths to growth, and how Software-as-a-Service has changed what it takes to thrive in Sales. Love the show? Subscribe, rate, review, and share! Here’s How » Join the Subscription Stories Community today: robbiekellmanbaxter.com Twitter Facebook

Here's a thought for you. The more successful your customers, the more advocacy you have, the easier it is to sell, and the lower is your acquisition cost. Today's guest for Coffee with Closers believes that everything changes when your customers have power. Meet Nick Mehta, the CEO of Gainsight – the leading customer success company. Since 2013, Nick has led the company through multiple rounds of funding, raising a total of $156 million. He grew the business from a handful of employees to over 1000 people working in seven offices around the world. Stay tuned for my conversation with Nick where he shares practical advice on leveraging customer retention as a growth strategy for both SaaS and service companies. Coming up: ►What it feels like when you create a new category on the market; ►Why you need to invest more in the customer experience; ►What lessons service companies can borrow from the SaaS industry; ►At what point you should consider getting the software to manage your customers; ►How to maintain a solid company culture as a leader. Enjoy! ►Subscribe to our channel here: https://www.youtube.com/user/oneims ►Listen to our podcast https://open.spotify.com/show/0rq9sO5hIdnMlsY3M7jqYf?si=fLmIEu88QMi6QFU8p6h_Gw ►Visit our website here: https://www.oneims.com/ ►Follow OneIMS online: Facebook:https://www.facebook.com/OneIMS/ LinkedIn: https://www.linkedin.com/company/oneims/ Instagram: https://www.instagram.com/oneims/ Twitter: https://twitter.com/oneims?lang=en

Quarterly business reviews are critical moments for feedback, upsell, and relationship building with your customer. Nick Mehta, CEO of customer success platform Gainsight, has the proven playbook to ensure your business reviews wow your customers and impact the bottom line.In this episode, Nick shares his step-by-step advice on getting executives in the room, how to kick off an effective meeting, and how to use tools like chat to effectively engage and smoothly run a meeting that will keep even the high-expectation executives happy.

Things you will learn:How things change with the subscription economyWhere to start when it comes to CLTVBenchmarks for retention (enterprise and SMB)How do we go on offense (adoption, upsells etc)Product to platform discussionWhen to evolve pricing and how to update it (think alignment!)How to not overcomplicate thingsHow TTV (Time to Value) matters in the CLTV conversationHow to model CLTVShould you always have transparent pricing?Why a healthy product release pipeline is vital for CLTVIf they are not growing, they are on the path to churnCS and Sales AlignmentNick Mehta Bio: Nick Mehta (he/him), is the CEO of Gainsight, the Customer Success Company. He works with a team of over 1000 human beings who together have helped create the Customer Success category that's currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, feminism, parody music videos and SaaS Customer Success. People told him it's impossible to combine all of those interests, but Nick has made it his life's mission to try.

Nick Mehta, CEO at Gainsight, believes there are three pillars to a great customer experience and he points to Peloton as an example.  One thing great about Peloton is they combine human and digital, Nick said.  First, you need a human connection. That could be a customer success manager at a B2B tech company. And for Peloton, it is the relationship with a coach. Nick's favorite instructor Cody Rigsby for example.  The second pillar is the product. Nick said Peloton's digitally-connected product delivers what he (the customer) needs and wants to know for a workout.  The third pillar is a community of other human beings. This is the leaderboard, which allows you to compete with the rest of the Peloton users in the same class as you and your type of equipment. “That triad is the future,” Nick said. In this bonus podcast episode, a previously recorded LinkedIn Live conversation, Andy MacMillan, UserTesting's CEO, talks with Nick to discuss what makes a great customer experience and why that's so important for today's businesses. Their conversation was part of the User Tested book tour. Listen to the episode for further insights.

Nick Mehta, CEO at Gainsight, believes there are three pillars to a great customer experience and he points to Peloton as an example. One thing great about Peloton is they combine human and digital, Nick said. First, you need a human connection. That could be a customer success manager at a B2B tech company. And for Peloton, it is the relationship with a coach. Nick's favorite instructor Cody Rigsby for example. The second pillar is the product. Nick said Peloton's digitally-connected product delivers what he (the customer) needs and wants to know for a workout. The third pillar is a community of other human beings. This is the leaderboard, which allows you to compete with the rest of the Peloton users in the same class as you and your type of equipment.“That triad is the future,” Nick said.In this bonus podcast episode, a previously recorded LinkedIn Live conversation, Roberts joined Andy MacMillan, UserTesting's CEO, to discuss the concept of design thinking and why it's so important for businesses. Their conversation was part of the User Tested book tour. The new book was co-authored by Andy and Janelle Estes, UserTesting's Chief Insights Officer.  Listen to the episode for further insights. To learn more about User Tested: www.usertesting.com/usertested.

While Customer Education has been around for many years, we at CELab attribute it’s re-emergence to the Customer Success movement. And with that, we invite special guest Nick Mehta – CEO of Gainsight – to...

While Customer Education has been around for many years, we at CELab attribute it’s re-emergence to the Customer Success movement. And with that, we invite special guest Nick Mehta – CEO of Gainsight – to...

In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Nick Mehta, Chief Executive Officer at Gainsight. They discuss the importance of a strong collaboration between customer success and product, and what role automation can play in this relationship.

On this episode of the Traction podcast, host Lloyed Lobo of Boast.AI welcomes Nick Mehta, Chief Executive Officer at Gainsight.   The goal of every startup is to exit via IPO, and if not, then by way of acquisition. But what should founders know about the process of getting there? Everything — from turning an idea into a scalable business to seeking potential buyers to what the reality of being owned by a larger company entails.   Nick's first CEO role, at LiveOffice, led to the sale of the company in 2012 by Symantec for $115 million. More recently, Gainsight was acquired by Vista for a reported $1.1 billion.   In this session, Nick discusses:   4:11 - Key traits and the route to becoming an entrepreneur 13:57 - Early Gainsight milestones 18:11 - Key learnings from the 'category creation' playbook 27:10 - Ensuring your community building is generating sales 35:36 - The types of people to hire to build out a team 42:27 - Training the organization to make decisions when he's not in the room 46: 22- The exit process and lessons for startups thinking of selling 56:19 - Mental health hacks   Connect with Nick Mehta: https://www.linkedin.com/in/nickmehta/   Learn more about Gainsight at https://www.gainsight.com/   This episode is brought to you by: Each year the U.S. and Canadian governments provide more than $20 billion in R&D tax credits and innovation incentives to fund businesses, but the application process is cumbersome, prone to costly audits, and receiving the money can take as long as 16 months. Boast automates this process enabling companies to get more money faster without the paperwork and audit risk. We don't get paid until you do! Find out if you qualify today at https://Boast.AI. Launch Academy is one of the top global tech hubs for international entrepreneurs and a designated organization for Canada's Startup Visa. Since 2012, Launch has worked with more than 6000 entrepreneurs from over 100 countries, of which 300 have grown their startups to Seed and Series A stage and raised over $2 Billion in funding. To learn more about Launch's programs or the Canadian Startup Visa visit https://LaunchAcademy.ca  Content Allies helps B2B companies build revenue-generating podcasts. We recommend them to any B2B company that is looking to launch or streamline their podcast production. Learn more at ContentAllies.com  

This week we're excited to share our third season career advice compilation. In our episodes, we ask our guests “what is one piece of contrarian advice you would give?” There were so many gems in those answers and we wanted to share them for you to incorporate into your own careers. You'll hear from Debby Soo, Nick Mehta, Dave Liu, Neeracha Taychakhoonavudh, Sandro Roco, and Sriram Krishnan who are several of our wonderful third season guests. Angie & Jay ------------------------------ If you enjoyed today's conversation about the intersection of work and Asian American identity, please subscribe to the show wherever you get your podcasts and leave us a review to spread the word. We'd really appreciate it! Learn more about the show at acrossthelinespodcast.com, follow us @acrossthelinespodcast, and subscribe to our newsletter to get the latest updates.

Nick Mehta is the CEO of Gainsight, the leading Customer Success company. Prior to Gainsight, Nick was the CEO of LiveOffice, where he led the Inc. 5000 company's profitable growth and successful sale to Symantec. He is also the co-author of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. Nick has been named one of the Top CEOs of 2018 by Comparably, was a finalist for EY's Entrepreneur of the Year, and holds one of the highest Glassdoor approval ratings for CEOs. In this episode we spoke with Nick about the following: The story of why he goes by “Nick” instead of “Nikhil” Having his visible identity be represented in tech but not feeling like he completely belonged Why going through similar experiences is an antidote to loneliness If you enjoyed today's conversation about the intersection of work and Asian American identity, please subscribe to the show wherever you get your podcasts and leave us a review to spread the word. We'd really appreciate it! Learn more about the show at acrossthelinespodcast.com and follow us @acrossthelinespodcast to get the latest updates.

Joining this episode of The Jake Dunlap Show is leading technology entrepreneur, Nick Mehta, the CEO of Gainsight.  In this episode, Jake dives deeper into Nick's origins that has made him the influential person he is today. Having to overcome the difficulties of constantly feeling out of place coming from an immigrant family, Nick shares how he worked out what it means to be comfortable in his own skin and to find his own place where he could be confidently different, especially when he knew his calling for computer technology at such a young age.Armed with a distinctive interest in technology and an ingrained “there's-a-million-things-I-haven't-done-just-you-wait” culture of success, Nick shares more about the challenges he's experienced that started immediately after being accepted in Harvard where he pursued two degrees, a Bachelor's Degree in Biochemistry and a Master's Degree in Computer Science, one for duty and the other in pursuit of his real love: business and technology. Right out of college, Nick co-founded Chip Shot with his friends. He explains his experiences on what it was like to run a start-up – from the operations that involved taking orders, handling customer service and shipping out the products, to the business development that involved pitching for investments and expanding their market. Nick shares his experience going back into employment and narrowing his focus on product management where he discovered his interest in its scope and how it serves to connect business and technology. After learning the nitty gritty of how a big company functions, Nick shares his explorations about how much he wanted to get back on the reins of running his own business and creating a culture. Nick unravels the importance of focusing on a community of power-users and breaking the traditional business mindset that just focuses on product and sales - together. He emphasizes that in actuality, the economic world that's thriving today fervently follows a new kind of focus that's ever-evolving and that is the category of Customer Success. Listen to the full podcast and find out more about Nick Mehta's story of evolution and success.QuotesImportance of strategic learning: It's “…that learning you get when you've done something and you've done it pretty well, but you know you could do it better…. I wasn't the best I could be, and I'm still not the best I can be”“I had seen saw how important customer success was…I just fell in love with the people and idea and…wanted be part of the founding team to get it started”“There's such a touch balance between focus but also having more things so you can continue to find more ways to grow”“It's ok to expand the vision, you can stay focused… it's important to expand and grow your vision and the best entrepreneurs find the balance. And I think we should've probably grown our vision even earlier because sometimes you want to keep growing that opportunity…better late than never”“Embrace the history, but also reinvent yourself everyday”“One of the values we embrace is beginners mind. The best way to innovate is from a beginner's perspective”More About NickNick Mehta is the CEO of Gainsight, an innovative computer software company that offers a customer-centric technology known as the Customer Cloud – an effective tool that enables businesses to put their customer at the center of their entire business' process by offering a solid set of solutions that emphasize customer success, product experience, revenue optimization, customer experience, and computer data.Born in Massachusetts and having grown up in Pittsburgh, Pennsylvania, Nick's interest in computer technology started at an early age and was influenced by his dad, who worked in the same field. He is a holder of two degrees from Harvard University, a Bachelor's Degree in Biochemistry and a Master's Degree in Computer Science. Nick's business career started during the mid-1990s when he co-founded Chipshot, a venture-funded online golf retailer. Despite the business being unsuccessful, it has taught him a lot in terms of experience which allowed him to land his first employment role as the Director of Product Management at XDegrees in 2002, and immediately transferred to Symantec on that same year, where he held various senior operating roles – from being the Director of Product Management, to Vice President of Product Management. It was during his tenure with the company that he helped the business grow to more than $200 million in 2007 and earned recognition from ESG, Gartner, Forrester, IDC, and Radicati as the leading product in the “on-premise” email archiving market. From years 2008 to 2012, he assumed the position of CEO for LiveOffice and worked out the Inc. 5000 company's profitable growth to $115 Million in revenue and led its successful sale to Symantec. In 2013, Nick became the CEO of the customer success company – Jbara software which has been renamed to Gainsight and is now his life's greatest work to date. He led the company in multiple funding rounds that resulted in them not only raising a total of $156 Million, but also growing the company to about 500+ employees stationed around the world. Nick is the co-author of two books: Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, released around early 2016, and The Customer Success Economy: Why Every Aspect of Your Business Model Needs a Paradigm Shift – both are available on Amazon - https://www.amazon.com/Nick-Mehta/e/B07JX9CRVW?ref_=dbs_p_ebk_r00_abau_000000   Check out the Chipshot.com commercial here: https://youtu.be/J11XRUPu1T8Find out more about Nick Mehta through the following links:LinkedIn - https://www.linkedin.com/in/nickmehta/  Website (Gainsight) - https://www.gainsight.com/

[01:13] - What is customer success and what is it not? [06:32] - How do you align an organization to make customer success everyone's business?  [19:20] - When is the right time to introduce usage telemetry and analytics in an organization? [20:58] - How do you hire the customer success leader? [25:13] - What should your customer success organization should be based upon? [26:55] - How do you set up Customer success metrics or incentive system? [31:33] - How do you structure CS teams to align with the farming/account expansion vs purely engagement and customer satisfaction? [37:15] - What are the common mistakes companies make when it comes to customer success? Links:Rav DhaliwalRav's blog on MediumResources recommendedThe InSide Scoop - Podcast on tools and technologyCreating Customer Success - Podcast by Daniel Cattini and Alex TrumanCustomer Success - Book by Dan Steinman, Nick Mehta and Lincoln Murphy

We’re not the first to say Gainsight CEO Nick Mehta wrote the book on customer success (for the record he did) but we did want to pull back the curtain a bit to learn more about the man who sees opportunity in customer retention. Find out why customer success is not just a job title. […]

Nick joins Carolyn to discuss Gainsight's acquisition by Vista, growing up in Pittsburgh, the importance of community in the growth of the customer success field, how he runs a human-centric company, his passion for creating equal opportunities for all people, and his advice to other entrepreneurs. 1:12 Nick talks about growing up in Pittsburgh and being a Steelers fan 3:07 The importance of community in the growth of the customer success field 7:25 Nick discusses founding his first company, chipshot.com, while at Harvard, and how it almost IPOed 11:31 Why Nick is known as being a “fun CEO” and how he's motivated to create a human-centric company 18:50 How Gainsight handles tough situations 23:33 Nick's passion for creating equal opportunities for all people at Gainsight and in the customer success field 31:20 Gainsight's future and it's acquisition by Vista 36:50 Nick's advice to other entrepreneurs 

In our sixth episode, Gil Allouche talks category creation with three B2B pioneers who changed the game when it comes to customer success, inbound marketing, and journey orchestration. Panelists for this episode include Michel Feaster, CEO of Usermind and instrumental in creating the Journey Orchestration category, Nick Mehta, CEO of Gainsight and the primary creator behind the customer success management software category, and Mike Volpe, CEO of Lola.com and CMO of Hubspot from 2007 to 2015, who was responsible for bringing the term "inbound marketing" into the mainstream. You'll walk away from this episode with an understanding of what to do when the market finally starts converging to validate your product, why sincerity and vulnerability are some of your most powerful tools as an evangelist, and how Gainsight's early investment in CS leaders shaped how tech companies approach customer relationships today. BONUS! Mike Volpe recalls why the county fair might not have been the best location for a first date, and Michel recounts how she inadvertently made a unique impression on the CEO within her first three weeks working at Mercury Interactive.

In episode two, AK catches up with his former boss, Nick Mehta, CEO of Gainsight. They talk about how Gainsight hitched its fate not to a technology or a trend, but to its customers, and went all in on creating a community for them with the Pulse Conference. This interview was recorded before the announcement that Vista Equity Partners would be making a majority investment in Gainsight, valuing the company at $1.1B. But AK and LB discuss the role the Pulse movement played in helping the company reach this pivotal moment. AK and LB also discuss some good news from Airbnb and Beautycounter, as well as recent public and private market movements that validate the importance of investing in your customer relationships.

Nick Mehta is the CEO of Gainsight, a customer success technology that helps businesses retain customers and drive growth. Show Notes: https://saasclub.io/267 Become a VIP Member: http://thesaaspodcast.com Sponsored by Typeform: Create friendly surveys, friction-free forms, and interactive experiences that get more responses. Start a free trial and get a 20% discount on any plan: https://saasclub.io/typeform

In today's episode, I talk with Nick Mehta, CEO of Gainsight which is a customer success company that offers businesses everything they need to retain customers and drive company growth.   The company's Customer Cloud offers a powerful set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together enable businesses to put the customer at the center of everything they do.   In our conversation we discuss: Why sales is no longer a one-time activity The role customer success plays in accelerating growth Triggers that indicated that more attention needs to be paid to customer success in your organization How Marketing and customer success should work together to optimize results