How Quality is Shaping the Future of Customer Success
A Conversation with Nick Mehta, CEO of Gainsight
Nick Mehta, CEO of Gainsight and the visionary behind the Customer Success movement, joins Vasu Prathipati, CEO and Co-Founder of MaestroQA, for an unfiltered conversation on why quality is now the defining factor in customer retention, loyalty, and long-term growth.
As the architect of the Customer Success category and leader of Gainsight—a platform trusted by the world’s top brands—Nick has redefined how businesses scale by keeping customers at the center. In this session, he’ll unpack why Customer Success alone isn’t enough anymore—and how a Culture of Quality is the missing piece for companies that want to thrive in the modern customer era.
When: Available Now
Where: On-Demand
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What You’ll Learn:
- The New Rules of Customer Success: Why businesses must embrace a Culture of Quality to thrive in today’s customer-first landscape.
- Beyond Churn Prevention: How leading organizations use quality to deepen customer trust, boost retention, and unlock long-term growth.
- Actionable Strategies: The tools and frameworks Nick Mehta has championed to redefine Customer Success for over a decade.
Nick Mehta, CEO, Gainsight
Nick Mehta (he/him) is the CEO of Gainsight, the leading platform helping companies drive durable growth through customer-led and product-led strategies. Under his leadership, Gainsight has created the Customer Success category, transforming the SaaS business model globally. Named a five-time Forbes Cloud 100 recipient, Nick has also been recognized as the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur of the Year for Northern California. He has co-authored two books on Customer Success and serves on the Board of Directors at F5 (NASDAQ:FFIV).
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Vasu Prathipati, Chief Quality Officer, CEO, & Co-Founder, MaestroQA
Vasu leads MaestroQA in its mission to help businesses Build Cultures of Quality across customer support and beyond. Under his leadership, MaestroQA has partnered with over 500 companies—including innovators like Saks Fifth Avenue, Square, Home Depot, Peloton, Bombas, Zenni, and Lyft—to transform their QA programs into strategic drivers of customer satisfaction and growth. With over 207,000 users in 85+ countries and 24M+ tickets graded, MaestroQA empowers businesses to modernize QA practices, elevate agent performance, and unlock actionable insights.