203: Revolutionizing Customer Success | Gainsight CMO Keith Pearce

In this episode of Sales is King, Dan Sixsmith interviews Keith Pearce, CMO of Gainsight, at the Gainsight Pulse Conference. They discuss the evolution of customer success, the impact of AI on the industry, and the importance of marketing in driving demand. Keith shares insights from his personal journey, leadership style, and his definition of success in the current market landscape.

Takeaways

Gainsight is a leader in customer success and AI integration.

AI is enhancing rather than replacing customer success roles.

The post-sale journey is crucial for customer retention.

Marketing must align with customer success to drive demand.

Brand trust is essential for business growth.

Leadership requires meeting people where they are.

Success is defined by pipeline goals and company evolution.

The customer journey should be seamless across departments.

Adaptability is key in a global business environment.

Personal experiences shape leadership and marketing strategies.

Chapters

00:00 Welcome to Gainsight Pulse Conference

02:56 The Evolution of Customer Success

05:51 Marketing's Role in Demand Generation

08:46 Personal Journey and Leadership Insights

12:01 Defining Success in Today's Market