Nick Mehta on Orchestrating Harmonious Customer Success

Patrick Campbell May 12 2020

Defining "customer success" can feel a bit arbitrary at times. When it comes to customer success, many often wonder which team members it involves. Does customers success fall solely in the hands of your customer support team? Or is it a group effort involving customer support and product?


 

It's certainly not a one-size-fits-all type of thing. Depending on the company and product, customer success may look very different

Nick Mehta, CEO of Gainsight, says customer success involves not only acquiring a customer, but expanding their usage and dollar amount over time. Nick compares customer success to an orchestra—where everyone is playing their own instruments, harmoniously together.

Nick also shares how to give customers the outcomes they're looking for with a great customer experience. Plus, a couple more analogies and a few customer success equations you'll want to hear. 

You can listen to episodes of Protect the Hustle on Apple PodcastsSpotifyGoogle PodcastsOvercastStitcherRadio Public, or wherever you listen to podcasts. There's also a full video version below so you can pick and choose your own adventure. 

 

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Topics covered in this episode

    • Why providing customers with a desired outcome is crucial
    • How to align customer success properly within an organization and how to measure it
    • The scoreboard Nick recommends using to help rationalize feedback
    • Customer outcomes + great customer experience = customer success

 
By Patrick Campbell

Founder & CEO of ProfitWell, the software for helping subscription companies with their monetization and retention strategies, as well as providing free turnkey subscription financial metrics for over 20,000 companies. Prior to ProfitWell Patrick led Strategic Initiatives for Boston-based Gemvara and was an Economist at Google and the US Intelligence community.

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