The rise of Customer Success didn’t happen organically. Nick Mehta and the rest of the Gainsight team put the Customer Success category on the map through a deliberate and inspired effort - they designed, developed and now dominate the category.

B2B companies have dramatically accelerated customer acquisition efforts by employing technology such as Salesforce.com, Marketo and Eloqua. But as more businesses are paid over time, customer acquisition is merely the beginning of the story.

That’s why customer-driven enterprises are using Gainsight, the leading Customer Success Management solution, to proactively manage retention, reduce unexpected churn and identify upsell opportunities by leveraging “big data” analytics across sales data, usage logs, support ticket, surveys and other sources of customer intelligence.

A critical component of their strategy was the book Nick co-authored with Dan Steinman, “Customer Success, how innovative companies are are reducing churn and growing recurring revenue”. Published in 2016, the book has sold more than 50,000 copies.

This AMA opens up with questions from Notion's Stephen Millard, followed by questions from the Notion portfolio and network.

Watch video here.

Nick has also shared a series of blog posts ad an overview of Gainsight's phased Customer Success approach, which you can take a look at here:

• Net retention vs gross retention
• Private equity trends
• Improving customer experience in SaaS
• Customer success methodology
• Customer success maturity benchmark