Podcast: SaaStr Episode #24
Notes On This Podcast
Fascinating look into the head of Revhacks “King of Customer Success” Nick Mehta, CEO of Gainsight.
He uses a great analogy to explain how the physics of business will always trump a founder/investor’s perceived reality. He then embraced those physics to position and build Gainsight into a $100M in ARR juggernaut.
Nick really sold me on the concept of “customer success as the new version of sales”; sales is only responsible for the initial bookings, while customer success will drive the remaining 75% of the customers LTV.