Industry Realities and Frontline Insights on Pulse 2024 from Gainsight's Nick Mehta

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!

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👉 Follow the podcast Youtube: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Apple Podcast: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Spotify: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

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👉 Connect with the guest Nic Mehta: https://www.linkedin.com/in/nickmehta/

👉 Connect with hosts Jon Johnson: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/jonwilliamjohnson/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/kristiserrano/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Josh Schachter: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/jschachter/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

👉 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Sign up for ⁠UpdateA⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://blog.update.ai/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ 👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠CS Insider Newsletter⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

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👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.

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Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.