Culture

January 11, 2018
The Official Chief Customer Officer Welcome Kit premium
One of the best parts of my job as CEO of Gainsight is seeing individuals with responsibility aligned to customer needs moving up in their own personal careers. And one of the hottest trends in enterprise businesses is to appoint one person with end-to-end operational responsibility for Customer Success and Customer Experience. While the title may […]
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Nick Mehta
November 5, 2017
Using Gainsight to Drive Customer Success Across the Company premium
The Meeting Every now and then you have a meeting call that reshapes your world view. This past June on a Tuesday evening in Washington, D.C., I had one of those meetings. I was at an investor-hosted healthcare CEO event and had a chance to meet dozens of CEOs whose companies are changing the world […]
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Nick Mehta
Eight Trends from East Coast CCOs premium
Silicon Valley versus Wall Street. Warriors versus Cavs. Tupac versus Biggie. The West Coast versus East Coast rivalry has a long and storied history—and I’m definitely caught in the middle! I have deep roots on both coasts. As such, I was excited to lead our ‘CCO Connect’ forum back in my old college town of […]
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Nick Mehta
May 20, 2017
Turning 40: Vulnerability and Vanilla Ice premium
Two weeks ago on Friday night at 8:15 PM, I pulled into the parking lot at Palo Alto Medical Foundation Urgent Care near our house. After a few days of struggling with a bad cold, I finally went in to get checked out. By the time I reached the front desk, I could barely breathe […]
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Nick Mehta
April 20, 2017
Why Customer Success teams should partner with their IT counterparts premium
Business, as with much of life, moves like a pendulum—from one extreme to the other. I remember the 1990s and early 2000s with the emergence of large corporate IT organizations. Nothing got done without IT being involved. CIOs were on the fast track to becoming some of the most important leaders in the company. Then […]
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Nick Mehta
April 16, 2017
The cost of making the wrong tech decision premium
If you’re a business leader, your job is all about making decisions. You constantly have to make choices—on people, on strategies, on priorities—let alone on what to eat for lunch. For me, remembering to even have lunch is a small victory! I remember reading that presidents and famous business leaders sometimes minimize the number of […]
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Nick Mehta
March 23, 2017
We need to talk about what I did in the server room premium
As most of you know, at Gainsight we strongly believe in radical transparency. That’s why we share everything—wins, losses, finances, board feedback, strategy, and more—with every Gainsight teammate at our all-hands huddle each week. I’ve also been doing Reddit-style AMAs both in person at our various offices as well as over video calls. All our […]
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Nick Mehta
December 9, 2016
Is A Company the Ship of Theseus? premium
My first big company job back in 2002 taught me a lot. I learned all about the nuances of the (at the time) 5,000-person business I had joined. I learned the people and the products. I learned how to get stuff done. And I witnessed echoes of the history of the company—stories about the previous […]
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Nick Mehta
June 13, 2016
Customer Success Is Spelled R-E-S-P-E-C-T premium
We spend a lot of time discussing strategies and sharing tactics on how to be great at Customer Success. Heck, we have a whole book, conference, blog site and online university on the topic. But if I had to come up with the most foundational element to create a culture of Customer Success, it’s actually […]
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Nick Mehta
June 6, 2016
Finding Meaning in Enterprise Software premium
Anyone that knows me well understands that I’m an odd duck. Follow my Twitter feed and you’ll read tweets about: Customer Success (or rather #customersuccess) SaaS learnings Company culture And Taylor Swift My Pittsburgh Steelers Zombie movies But most bizarrely: Gravitational waves Fermi’s Paradox The unreality of time Needless to say, I have a thirsty […]
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Nick Mehta
December 28, 2015
Rock Stars Need Not Apply premium
Rock stars are in demand. Take a look at the career pages of most tech companies and you’ll find recruiters looking for the next tech American Idol. A quick search on Indeed.com shows 2,433 “rock star” openings – and I’m guessing Daft Punk isn’t hiring. Look closer and you’ll find opportunities for Client Engagement Sopranos […]
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Nick Mehta
November 18, 2015
What Would Al Dunlap Do? premium
WWADD doesn’t have a catchy ring to it. But I sometimes think about Al Dunlap, the famous “hatchet man” CEO from the Leveraged Buyout era, and how he operated. “The most important person in any company is the shareholder.” – Al Dunlap While I’m a CEO that cares deeply about my team and about driving […]
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Nick Mehta
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