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Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100
Manage episode 517766968 series 3479744
Welcome to episode 100! I’m joined by Chuck Ganapathi, Gainsight’s new CEO, for a wide-ranging, candid conversation about where customer success is headed and what leaders should do right now.
We start with Chuck’s career through four platform eras: mainframe to client/server to cloud to AI - and how those shifts shape strategy. He shares the little-known origin story of “Customer Success” at Salesforce, Gainsight’s early days, and why integrations (Salesforce, SAP CX, Microsoft Dynamics) are never “done”—they’re living systems that demand clean data and constant tuning.
Then we dig into Chuck’s concept of Retention-as-a-Service. In a world where retention is existential, the 80/20 mindset breaks. Every dollar matters, which means every customer matters. We talk agentic AI (augmentation vs autonomy), how a “renewal agent” can cover the long tail, and why the magic is orchestration—letting agents handle the repeatable while humans lean into judgment, relationships, and value.
We close with practical automation stories, a few resources Chuck follows, and a reminder that the human-to-human piece isn’t going anywhere.
Links in Today's Episode:
- Ethan Mollik: One Useful Thing
- Saanya Ojha
- Jamin Ball: Clouded Judgement
- Andrej Karpathy on the Dwarkesh Podcast: AGI is still a decade away
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Chapters
1. Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100 (00:00:00)
2. Retention Becomes Existential (00:00:21)
3. Welcome And Show Milestone (00:00:31)
4. Chuck’s Background And First Job (00:02:04)
5. From Mainframes To Cloud To AI (00:05:37)
6. Birth Of Customer Success At Salesforce (00:11:54)
7. Gainsight’s DNA And Salesforce Ties (00:16:02)
8. Beyond Salesforce: SAP And Dynamics (00:19:08)
9. Retention As A Service Defined (00:24:15)
10. AI Erodes The Product Moat (00:29:29)
11. Every Dollar, Every Customer (00:33:55)
12. Agents Plus Humans At Scale (00:37:54)
13. Augmentation Versus Autonomy (00:41:40)
14. Practical Agent Use Cases (00:46:31)
15. Automation Culture And Exec Ops (00:50:35)
16. Content Diet And Must-Follow Thinkers (00:54:54)
101 episodes
Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Manage episode 517766968 series 3479744
Welcome to episode 100! I’m joined by Chuck Ganapathi, Gainsight’s new CEO, for a wide-ranging, candid conversation about where customer success is headed and what leaders should do right now.
We start with Chuck’s career through four platform eras: mainframe to client/server to cloud to AI - and how those shifts shape strategy. He shares the little-known origin story of “Customer Success” at Salesforce, Gainsight’s early days, and why integrations (Salesforce, SAP CX, Microsoft Dynamics) are never “done”—they’re living systems that demand clean data and constant tuning.
Then we dig into Chuck’s concept of Retention-as-a-Service. In a world where retention is existential, the 80/20 mindset breaks. Every dollar matters, which means every customer matters. We talk agentic AI (augmentation vs autonomy), how a “renewal agent” can cover the long tail, and why the magic is orchestration—letting agents handle the repeatable while humans lean into judgment, relationships, and value.
We close with practical automation stories, a few resources Chuck follows, and a reminder that the human-to-human piece isn’t going anywhere.
Links in Today's Episode:
- Ethan Mollik: One Useful Thing
- Saanya Ojha
- Jamin Ball: Clouded Judgement
- Andrej Karpathy on the Dwarkesh Podcast: AGI is still a decade away
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Chapters
1. Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100 (00:00:00)
2. Retention Becomes Existential (00:00:21)
3. Welcome And Show Milestone (00:00:31)
4. Chuck’s Background And First Job (00:02:04)
5. From Mainframes To Cloud To AI (00:05:37)
6. Birth Of Customer Success At Salesforce (00:11:54)
7. Gainsight’s DNA And Salesforce Ties (00:16:02)
8. Beyond Salesforce: SAP And Dynamics (00:19:08)
9. Retention As A Service Defined (00:24:15)
10. AI Erodes The Product Moat (00:29:29)
11. Every Dollar, Every Customer (00:33:55)
12. Agents Plus Humans At Scale (00:37:54)
13. Augmentation Versus Autonomy (00:41:40)
14. Practical Agent Use Cases (00:46:31)
15. Automation Culture And Exec Ops (00:50:35)
16. Content Diet And Must-Follow Thinkers (00:54:54)
101 episodes
All episodes
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