Best Gainsight Podcasts (2025)

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Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100 56:10

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7d ago56:10

56:10

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 littl…

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A Simple Habit That 3x’ed AI Adoption Rates: The 15-Minute Rule ft. Cat Valverde (Enterprise AI Group) 15:30

5d ago15:30

15:30

Why most enterprise AI fails — and how Cat Valverde’s 4-week adoption framework shows that the fix is just 15 minutes a week. Most enterprises are stuck in AI pilot purgatory — running endless experiments that never scale. In this episode of Unchurned, Josh Schachter sits down with Cat Valverde, founder of Enterprise AI Group, to break down what’s …

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Why Your Ideal Customer Profile Is Broken and How AI Can Fix It ft. Mark Roberge (Co-Founder of Stage 2 Capital) 47:32

6d ago47:32

47:32

The Biggest GTM Mistake (Spoiler Alert: Stop Chasing CAC!!!) Mark Roberge shares how AI is transforming sales, customer success, and go-to-market strategy. The former HubSpot CRO, now co-founder of Stage 2 Capital and senior lecturer at Harvard Business School, Mark Roberge breaks down the 4 phases of AI evolution that will redefine how companies s…

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The Only Agentic AI Guide You'll Ever Need ft. Jacob Bank (Relay.app) 42:30

13d ago42:30

42:30

The Ex-Google PM Who Spent 14+ Years Building AI Agents ft. Jacob Bank (Relay.app) Jacob Bank has been building AI agents since before they were cool. While the rest of us were just figuring out what ChatGPT could do, Jacob was already 13 years deep into agent research. Now, as founder and CEO of Relay.app, Jacob is making AI agents accessible to e…

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Trust, Velocity, and Building the Answer Engine: Dmitry Shevelenko of Perplexity speaks to Farouk Hussein 41:56

14d ago41:56

41:56

In this fascinating conversation, Perplexity's Chief Business Officer Dmitry Shevelenko reveals how a company barely three years old is mounting the first credible challenge to Google's search dominance in two decades. Shevelenko shares the counterintuitive distribution strategy that led Perplexity to partner with mobile carriers and device manufac…

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Are CSMs the Next Generation of CEOs? ft. Omer Rabin (TLA Ventures) & Chad Horenfeldt (Siena AI) 33:14

20d ago33:14

33:14

What if the function you were about to join didn’t really exist yet? In 2014, customer success was barely a function—it was an idea in the making. Omer Rabin took a bet on that idea at a time when the industry still needed convincing that managing customer relationships deserved its own tech stack. He went on to become Gainsight’s Chief Evangelist …

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From Radio Host to CPO: Why Should You Always Work Backwards from Renewals? ft. Venk Chandran (PathFactory) 34:12

27d ago34:12

34:12

The best product leaders don't start in product—they start in customer success. Nick Mehta, former Gainsight CEO, sits down with PathFactory’s CPO & CCO, Venk Chandran, who built his product career from the ground up in CS. Venk reveals why working backwards from renewals changes everything, how CS teams can drive AI adoption with their customers, …

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Inside Pulse: How 7 CS Leaders Are Moving Their Biggest Boulders With AI 31:36

1M ago31:36

31:36

How do you manage 100,000+ renewals or scale AI across thousands of CSMs? CS leaders share how they're tackling their biggest challenges and using technology to drive retention, adoption, and efficiency. In this episode of the [Un]churned Podcast, Josh Schachter sits down with customer success leaders at the 2025 Gainsight Pulse Conference in Las V…

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Voice to Value: I Used ChatGPT Voice to Help Build an Automation | Episode 099 21:03

1M ago21:03

21:03

By Alex Turkovic

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207: Marilee Bear | CRO, Gainsight 37:09

1M ago37:09

37:09

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Is Agentic AI The End of ARR? ft. Brett Queener (Bonfire Ventures) & Chuck Ganapathi (Gainsight) 51:40

1M ago51:40

51:40

"How Agentic AI Is Replacing Subscription Revenue" Chuck Ganapathi, the CEO of Gainsight & Brett Queener, Managing Director at Bonfire Ventures, who previously ran product at Salesforce and helped destroy Siebel, the company where he and Chuck first met. Together, they've witnessed every major shift in enterprise software over three decades, and th…

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Director vs Doer: Staying Relevant and Thriving in the A.I. Era | Episode 098 15:27

1M ago15:27

15:27

In this episode, we dig into a shift I think is non-negotiable in today’s AI-first world: you must become the director, not the doer. Inspired by Dan Martell’s framework, we explore how AI should handle the execution — while you define the outcome, set constraints, and bring the human edge. I introduce the three pillars that separate average from e…

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How BMC's CCO Built AI Agents That Triple Productivity ft. Sofia Barbosa (BMC Software) 30:34

2M ago30:34

30:34

How Human-Centric AI Frees CSMs for Strategic Work at BMC Leading customer success at a global scale is never easy—especially after a company split. For Sofia Barbosa, this meant steering a leaner team while still supporting hundreds of BMC products worldwide. The challenge: deliver more impact with fewer hands. The solution: build Succedo, an AI p…

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The long road to the last mile : Nic Humphries and Matthew Brockman reflect on 25 years of Hg 36:05

2M ago36:05

36:05

In this candid anniversary conversation, Hg's leadership team of Matthew Brockman and Nic Humphries reflects on 25 years of building one of Europe's most focused software investors. Humphries shares the challenge of convincing colleagues to abandon multiple sectors for pure software focus, while Brockman opens up about his leap of faith in 2010, le…

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Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097 16:23

2M ago16:23

16:23

After a short hiatus, Alex is back—and he’s bringing some big energy and even bigger ideas to the Digital Customer Success podcast. In this solo episode, he shares a deeply personal and practical reflection on how we can create magical, human moments in our digital programs—at scale. Inspired by Will Guidara’s book Unreasonable Hospitality, Alex ex…

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How to Drive Innovation & Democratize AI as a CS Leader ft. David Karp (Disqo) 28:02

2M ago28:02

28:02

How Disqo Sparked an AI Movement With a Company-Wide Hackathon When everyone was talking about AI but few knew where to start, Disqo took a bold step: they cleared two full days and ran a company-wide AI hackathon. The result? 70 people, 15 teams, and a wave of innovation that’s still driving value today. In this episode, David Karp, Chief Customer…

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How to Scale Customer Success with AI Agents ft. LeeRon Yahalomi (Aligned) 32:50

2M ago32:50

32:50

The Secret Workflow Letting LeeRon Manage 100 Accounts With a 2-Person Team When tasked with managing 100 accounts with just two people, most leaders would immediately start hiring. Not LeeRon Yahalomi. Instead, the VP of Customer Success at Aligned built her own team of AI agents inside ChatGPT that handle customer handoffs, meeting prep, and even…

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What Really Happens When AI Becomes Your Teammate ft.Brady Bluhm & Kalpana KrishnaKumar (Gainsight) 36:49

2M ago36:49

36:49

How Kalpana, our Enterprise CSM, Scaled Her Book of Business by 40% With AI Kalpana Krishna Kumar, an Enterprise CSM at Gainsight, and Brady Bluhm, Senior Product Manager at Gainsight, join the show to share how they’re reimagining customer success with AI. From Kalpana’s 40% increase in her book of business to Brady’s unlikely journey from child a…

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How to Transform Customer Experience at Scale ft. Jeffrey Bussgang & Teresa Anania | Ep. 145 42:30

3M ago42:30

42:30

AI is evolving so fast that it’s hard to keep up—sparking both excitement and anxiety about the future of work. Will AI replace jobs, or will it redefine them? In this episode of [Un]churned, host Josh Schachter, SVP of Atlas at Gainsight, sits down with Jeffrey Bussgang, General Partner & Co-Founder at Flybridge Capital Partners and Senior Lecture…

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206: Sam Jacobs| CEO + Founder of Pavilion 41:44

3M ago41:44

41:44

Summary In this episode, Dan Sixsmith interviews Sam Jacobs, CEO and founder of Pavilion, discussing his journey from working as a finance executive to building a thriving community for go-to-market executives. They explore the challenges faced by leaders in today's fast-paced environment, the importance of community, and the evolving landscape of …

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Gainsight's New CEO ft. Nick Mehta and Chuck Ganapathi | Ep. 144 46:26

3M ago46:26

46:26

Meet Chuck Ganapathi, the new CEO of Gainsight! In this special episode of [Un]Churned, host Josh Schachter sits down with Gainsight’s outgoing CEO Nick Mehta and his successor, Chuck Ganapathi, to mark a pivotal leadership transition. Nick reflects on his 13-year journey building Gainsight into a category-defining company, the lessons he’s learned…

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205: Leaning Into Discomfort | Stevie Case, CRO @Vanta 38:22

3M ago38:22

38:22

In this episode, Dan Sixsmith interviews Stevie Case, the CRO of Vanta, discussing her unique career journey, the current state of B2B sales, and the importance of customer retention and growth strategies. They explore how Vanta integrates AI into its solutions and the significance of building a personal brand in sales. Stevie shares insights on le…

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The Missing Link Between Sales Playbooks and Performance 26:22

4M ago26:22

26:22

In the latest episode of The Sales Readiness Podcast, our host Ray Makela, Managing Director of Talent Development at SBI, is joined by Charlie Dorrier, Director of Training at SBI, to explore the gap between building playbooks and using them to drive results. They dive into recent research on manager enablement, the pitfalls that cause playbooks t…

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The Untapped Power of Conversation Data: A Conversation with Chano Fernandez, Former CEO of Workday 46:59

4M ago46:59

46:59

Conversations with customers have always been a critical source of insight. But until recently, most of that knowledge was trapped—unstructured, unanalyzed, and underutilized. In this episode, Chano Fernandez, former CEO of Workday and current co-CEO of Eightfold, and Vasu Prathipati, CEO of MaestroQA, have a candid conversation about how modern le…

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204: The CIO's Role In Modern Selling | FICO's Mike Trkay 45:23

4M ago45:23

45:23

In this episode of Sales is King, Dan Sixsmith interviews Mike Trkay, the Chief Information Officer at FICO. They discuss the evolving role of a CIO, the importance of customer engagement, and how technology decisions are made in a collaborative environment. Mike shares insights on differentiating in a competitive market, the significance of buildi…

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203: Revolutionizing Customer Success | Gainsight CMO Keith Pearce 19:17

4M ago19:17

19:17

In this episode of Sales is King, Dan Sixsmith interviews Keith Pearce, CMO of Gainsight, at the Gainsight Pulse Conference. They discuss the evolution of customer success, the impact of AI on the industry, and the importance of marketing in driving demand. Keith shares insights from his personal journey, leadership style, and his definition of suc…

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202: Reshaping Walmart: Seth Dallaire(Part 2) 44:42

4M ago44:42

44:42

In Part 2 of their conversation, Seth Dallaire, Chief Growth Officer at Walmart joins Dan and reflects on his experiences in retail, technology, and leadership. He shares insights from the Consumer Electronics Show, discusses his career journey from Microsoft to Walmart, and emphasizes the importance of listening and understanding team dynamics in …

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A ‘Wicked’ Gainsight Recap: The Dual Forces Shaping Customer Success 25:49

5M ago25:49

25:49

In the latest episode of The Sales Readiness Podcast, our host, Ray Makela, Managing Director of Talent Development at SBI, is joined by Annie Stefano, Senior Training Consultant at SBI, to unpack their key takeaways from the recent Gainsight Pulse Conference. Ray and Annie share their firsthand insights on the evolving trends in customer success a…

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Predicting and Preventing Revenue Impacting Mistakes 32:52

5M ago32:52

32:52

In this episode of The Sales Readiness Podcast, our host Ray Makela, Managing Director of Talent Development, is joined by Christina Brady, CEO and Co-Founder of Luster.ai to explore why traditional sales training often falls short and how a data-driven approach can transform outcomes. The two dive into how AI and predictive analytics are setting a…

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Kristi's AI Project, Josh's Wedding & Until Next Time... 24:06

5M ago24:06

24:06

#updateai #customersuccess #saas #business Welcome back to Unchurned! In this special episode, hosts Josh Schachter and Kristi Faltorusso gather for one last on-air session before a well-deserved summer break—and just before Josh’s London wedding celebration! They also dive into Kristi's AI learning journey—breaking down how she’s gone all-in on mi…

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The Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health) 24:59

5M ago24:59

24:59

#updateai #customersuccess #saas #business Rachel Tsui, the ex-Head of CS at Komodo Health, joins hosts Jon Johnson and Josh Schachter to dive deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery. The conversation explores how Komodo's customer…

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Embedding Customer Success into GTM: Where Strategy Meets Execution 24:46

5M ago24:46

24:46

In this episode of the Sales Readiness Podcast, Ray Makela, Managing Director of Talent Development, sits down with Annie Stefano, Senior Training Consultant, to continue their conversation on Customer Success. The two tackle what it takes to operationalize CS across the customer journey. Key Takeaways: · How to reduce friction between Sales and CS…

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AI, Control Points, and the Next Wave of Vertical SaaS with Tidemark Capital founder, Dave Yuan 47:49

5M ago47:49

47:49

In this compelling conversation, Tidemark Capital founder Dave Yuan shares his journey from Bain consultant to building one of the most thoughtful voices in vertical SaaS investing. Yuan reveals his "control point" philosophy—identifying the mission-critical systems that small businesses would turn off last before going bankrupt—and explains how th…

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How to Turn Insights into Company Strategy ft. Cait Keohane 28:50

5M ago28:50

28:50

#updateai #customersuccess #saas #business Join host Josh Schachter, Co-Founder & CEO of UpdateAI, as he sits down with Cait Keohane, the Chief Customer Officer of Airtable, to explore the art of scaling world-class post-sale experiences. Cait shares her incredible journey from being one of the early employees at Zendesk and helping grow the compan…

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Redefining the Role of Customer Success 23:39

5M ago23:39

23:39

In this Sales Readiness Podcast episode, our host Ray Makela, SBI’s Managing Director of Talent Development, is joined by Annie Stefano, Senior Training Consultant at SBI, to break down how to rethink Customer Success roles, close key skill gaps, and build enablement programs that help CS teams deliver commercial impact. Key Takeaways: -Three found…

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201: Unlocking Business Value @RedHat | Anurag Goel 39:34

5M ago39:34

39:34

Summary In this episode, Dan Sixsmith interviews Anurag Goel, the Global Head of Business Value and Realization at Red Hat and one of the highest profile experts in the value engineering world. They discuss the importance of shifting the conversation from product features to business outcomes, the challenges of scaling business value, and the role …

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Mastering Quality Through Knowledge Management with Rick Nucci, CEO of Guru 50:07

6M ago50:07

50:07

It’s one thing to have knowledge. It’s another to actually use it to improve quality across the board. That’s where most teams get stuck. In this session, Rick Nucci, CEO of Guru, and Vasu Prathipati, CEO of MaestroQA, engage in a candid conversation about how Guru weaves knowledge into every part of its operations—from onboarding to performance to…

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Upskilling Frontline Sales Managers to Drive Sales Team Performance 28:38

5M ago28:38

28:38

In this Sales Readiness Podcast episode, our host Ray Makela, SBI’s Managing Director of Talent Development, is joined by Dave Lingebach, SBI’s Senior Research Manager, to break down the findings of SBI’s latest research report, in partnership with the Revenue Enablement Society, Closing the Training Gap for Frontline Sales Managers. In this conver…

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Sales vs. Account Management: Why Role Clarity Matters More Than Ever 27:14

5M ago27:14

27:14

In this episode of The Sales Readiness Podcast, our host, Ray Makela, Managing Director of Talent Development at SBI, welcomes back Ethan Radoff, Partner at SBI, to unpack the nuances between sales and account management, and why getting it right matters more than ever. The conversation explores how today's complex customer journey demands clarity …

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Gainsight’s Big Leaps, AI Agents, and Pulse 2025 ft. Nick Mehta 35:30

6M ago35:30

35:30

#updateai #customersuccess #saas #business Welcome back to Unchurned! In this very special annual tradition, host Josh Schachter, CEO of UpdateAI sits down with Nick Mehta, the ever-energetic CEO of Gainsight, for a deep dive into all things Pulse 2025 - Gainsight’s CS conference, which this year is bringing its signature blend of learning and comm…

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Should We Ease the Workload of Superhero CSM? Ft. Sarah Parker (Betterup) 33:30

6M ago33:30

33:30

#updateai #customersuccess #saas #business Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach. Topics Discussed…

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Refounding in the face of AI with Des Traynor of Intercom 30:52

6M ago30:52

30:52

Orbit 48 sees Dr Amr Ellabban sit down with Des Traynor, co-founder and CSO of Intercom, to explore how AI requires revolutionary thinking from businesses. Des shares the pivotal moment when ChatGPT emerged in November 2022, spurring Intercom's bold 15-day pivot to develop Fin, their AI customer support agent. The conversation reveals how successfu…

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How GitHub Drives Measurable Customer Outcomes (And Tracks What Matters) ft. Michael Goetz (GitHub) 39:28

6M ago39:28

39:28

#updateai #customersuccess #saas #business Michael Goetz, Vice President of Customer Success Strategy at GitHub, joins Josh Schachter, Co-Founder & CEO of UpdateAI, and Kristi Faltorusso, CCO at Client Success, for a candid and insightful conversation that no customer success (CS) professional will want to miss. They discuss GitHub's shift from a f…

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Customer-Centric Approach for a Unified Onboarding Experience Ft. Sri Ganesan (Rocketlane) 26:46

6M ago26:46

26:46

In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocketlane, a customer onboarding platform. Sri discusses the origins of Rocketlane, including the community they built before launching the product, and the birth of Rocketlane. They also talk about the importance of collaboration and marketing in the SaaS …

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How AngelList is Leveling Up CS into a True Commercial and Revenue Driver ft. Carly Van Kirk 30:46

6M ago30:46

30:46

#updateai #customersuccess #saas #business Josh Schachter, Co-Founder & CEO of UpdateAI, sits down with Carly Van Kirk, Head of CS at AngelList. Carly pulls back the curtain on AngelList’s unique approach to supporting emerging and established GPs and shares her journey into this pivotal leadership role amidst rapid company growth and industry tran…

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200: The Art and Science of Modern Marketing | Evanna Kearins 40:03

7M ago40:03

40:03

In this episode, Dan Sixsmith interviews Evanna Kearins, CMO for Europe at UiPath, discussing the evolving landscape of marketing, the integration of AI, and the importance of brand identity. Ivana shares insights on the dual nature of marketing as both an art and a science, the necessity of aligning marketing with sales, and her personal journey i…

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LIfe, Loss & Lessons: Unchurned BTS 36:21

7M ago36:21

36:21

#updateai #customersuccess #saas #business ⁠In this heartfelt and deeply personal episode, hosts Jon Johnson, Kristi Faltorusso, and Josh Schachter step away from their usual customer success conversations to reflect on life’s heavier moments. The trio opens up about recent challenges—celebrating new beginnings, mourning profound losses, and naviga…

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A golden age of software engineering with Russell Kaplan, Founding President of Cognition 39:53

7M ago39:53

39:53

What happens when AI can code? In this illuminating conversation with Cognition's Founding President Russell Kaplan, we explore how AI is fundamentally transforming the landscape of software development. Drawing from his journey through Tesla's Autopilot team and Scale AI, Kaplan shares profound insights on leadership in rapid technological change,…

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Allison Pickens - Investor & Former COO at Gainsight 35:09

7M ago35:09

35:09

We chat with Allison about her path from writing and consulting to leading in the SaaS and AI investment world. She shares how writing has shaped her career, how her view of time has evolved, and what AI means for modern business. We also dive into team dynamics, redefining success, and her personal take on efficiency and balance.…

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Reinventing the Future of Work With AI-Powered Workflows 37:56

7M ago37:56

37:56

#updateai #customersuccess #saas #business Jon, Kristi, and Josh sit down with Mike Haylon, GM of AI at Asana, for a deep dive into AI’s transformative role in business. The episode kicks off with a nostalgic trip down memory lane, revisiting Josh and Mike’s childhood adventures, before pivoting to Asana’s groundbreaking work with AI Studio. Mike u…