

SaaStr 716: The Future of Customer Success in 2024: Insights and Predictions from Gainsight CEO Nick Mehta and SaaStr CEO and Founder Jason Lemkin
Jan 12, 2024
In this episode, Gainsight CEO Nick Mehta and SaaStr CEO Jason Lemkin discuss the future of customer success in 2024. They cover topics such as the impact of AI and SaaS spending cuts, the correlation between customer success and revenue retention, the effects of the pandemic on software companies, the importance of change management in software deployment, and the evolution of customer success in the software industry.
Chapters
Transcript
Episode notes
1 2 3 4 5 6
Introduction
00:00 • 3min
The Importance of Investing in Customer Success
03:01 • 2min
The Current State of Software Companies and the Effects of the Pandemic
04:54 • 22min
The Importance of Change Management and Human Assistance in Software Deployment
27:15 • 4min
The Future of Customer Success: Automation, Productivity, and Remaking the Category
31:15 • 3min
The Evolution of Customer Success in the Software Industry
34:19 • 4min