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Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100

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Manage episode 517766968 series 3479744
Content provided by Alex Turkovic. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Alex Turkovic or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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:

Support the show

+++++++++++++++++
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

  continue reading

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

Artwork
iconShare
 
Manage episode 517766968 series 3479744
Content provided by Alex Turkovic. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Alex Turkovic or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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:

Support the show

+++++++++++++++++
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

  continue reading

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

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