Gainsight

✈️ Buckle up — HumanX isn’t just another conference, it’s a direct flight into the future of AI. Gainsight is thrilled to be your co-pilot on this journey. From strategy to solutions, we’ll help you chart a course that takes your business above and beyond. Meet with us at Meeting Pod #3!

Everyone says they’re driving customer value. Fewer can clearly explain how. In this clip from Unchurned Cassie (Brown) Vaughn from monday.com gets honest about one of the hardest problems in Customer Success: proving the connection between your product and customer outcomes. Because the truth is, value is rarely simple. It’s multi-threaded, multi-team, and often impossible to tie to one single action or metric. That doesn’t mean CS impact isn’t real. It means the work of measuring, communicating, and defending that impact is a lot harder than most teams admit. This is a conversation more CS leaders need to have. Click the link in our comments down below for the full episode! 👇

Turnover on CS is costing companies millions. Might want to pay your post sales team more, like maybe even the same as new logo folks...

Most CS teams are still measuring adoption the same way they did years ago. Logins. Clicks. Activity. But those metrics don’t tell you what actually matters: Who’s getting value, who’s at risk, and who’s ready to grow. In this session of The New Rules of CS, Jared Block breaks down why traditional adoption signals fall short — and how leading teams are shifting to signals that actually predict retention and expansion. 📅 April 7 ⏰ 10:00 AM PT If you’re rethinking how your team measures success (and revenue), this one’s worth your time. 👉 Save your spot: https://bit.ly/4vbwUkf

We’re excited to be sponsoring Women of Customer Success’s Success Amplified: At The Top event in New York today! If you’re attending, be sure to stop by and say hi to Taylor Johnston and Tori Jeffcoat Jeffcoat onsite — they’d love to connect! Shoutout to Women of Customer Success for bringing together such an incredible group of leaders. 👏

A big congratulations to Chris Dalton on this well-deserved recognition 👏 Chris was recently named to the Top 100 CLG Leaders list for his incredible work at Clari — a testament to the impact he’s made in building and scaling customer-led growth. We’re excited to have that same energy and leadership here at Gainsight. Also, a special shoutout to Davielle Shorter, who has been the stalwart behind this program for so long — your consistency and dedication have helped shape moments like this. If you’d like to support Chris, you can cast your vote here 👇 https://lnkd.in/e5jYmV_k

Today we are welcoming three exceptional leaders to the Gainsight executive team. 🎉 Each brings world-class expertise in finance, go-to-market, and marketing to help us lead the next chapter of Customer Success. Here's who's leading the charge: 👉 Paul Sheppard, CFO 👉 Ozlem Yuksel, EVP of GTM Strategy & Operations 👉 Emily Singer, SVP of Corporate Marketing Meet the team shaping what's next → https://lnkd.in/gtEt4i_T

Gainsight was founded 14 years ago by an amazing team led by Nick Mehta. Today, we are at a "refounding" moment. In my last Substack (Ratatouille, The Matrix, and the Future of Software), I wrote about how the software industry we serve is undergoing massive transformation. In a world where anyone can build, retaining and growing customers becomes existential. So we are going beyond customer success to retention-as-a-service. That transformation is going to take a world-class refounding team. Today, I'm excited to announce a major step in that direction: Paul Sheppard is our new CFO. He took edtech company Amplify from $200M to $600M in revenue while hitting Rule of 40 economics. 25 years in the business, starting in investment banking, with degrees from Cambridge and Wharton. He also wants Arsenal to win the Premier League and England to win the World Cup but we won't hold that against him. Ozlem Yuksel is our new EVP of GTM Strategy and Operations. She was at Salesforce when it went from $4B to $26B, then led Americas Ad Operations at Google. She also does ceramics. Someone who operates at massive scale and still gets her hands dirty...what's not to love? Emily Singer is our new SVP of Corporate Marketing. She's built category-defining brands at Salesloft, Drift, a Salesloft company, Alteryx, and Spring Health. She is also, I'm told, a big Swiftie. (Nick would approve.) Add Paul, Özlem, and Emily to Marilee Bear, Erica Kuhl, Ori Entis, Prem Parameswaran, and Spencer Applegate. That's a refounding team. And, as you can see in this photo from last week's ELT offsite, we're cooking! (For those of you with Gen Alpha kids...sorry not sorry 🤣) Paul, Özlem, Emily: welcome to Gainsight. LFG! 🙌 https://lnkd.in/gS9AucP5

Austin 🤝 Customer Education We’re excited to be sponsoring empowerED26 with Customer Education Management Association (CEdMA). Swing by Booth 11 (Meeting Room 4) to say hi 👋 And make sure to check out Lila Krutel session on 3/25 — you won’t want to miss it. See you there!

The title "Chief Revenue Officer" may need a rethink. Next week at Hard Skill Exchange Agentic OC, Gainsight's CRO Marilee Bear is joining a panel that asks a bold question: what if the future of revenue leadership isn't about owning outcomes — it's about architecting the systems that create them? Her session, "CRO to CRA: From Chief Revenue Officer to Chief Revenue Architect," explores how AI is forcing a structural redefinition of the role — from quarterly performance manager to long-horizon system designer, responsible for workflow architecture, human–agent governance, and translating AI investment into sustained growth. If you're thinking about where revenue leadership is headed in an agentic world, this is the conversation to be in. March 24th - 12:00 PM PT 👉 https://lnkd.in/dBK45pYE