Gainsight, the retention engine powering the world’s most customer-centric companies, announced the promotion of Chuck Ganapathi to Chief Executive Officer. After 13 years as CEO, Nick Mehta will step into a new role as Board Member and Special Advisor to the CEO.
“Chuck has been transformational to Gainsight,” said Mehta. “Under his leadership, we have launched our CustomerOS product strategy, accelerated our AI transformation, spearheaded key acquisitions, and strengthened our human-first culture and the Pulse community. He’s the right person to guide Gainsight into the agentic era.”
Ganapathi, previously Gainsight’s President and COO, has over 25 years of experience in CRM, AI, and enterprise software innovation, including leadership roles at Salesforce, Siebel, and Tact.ai.
“Nick Mehta created a category, built a beloved brand, and led with heart and conviction,” said John Stalder, Managing Director at Vista Equity Partners and Gainsight board member. “As Gainsight enters this next chapter, we’re excited for the future with Chuck. He brings the perfect blend of strategy and operational excellence to extend Gainsight’s leadership and accelerate its vision for retention-as-a-service.”
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The Next Chapter: Retention-as-a-Service (RaaS)
Retention has become existential for SaaS companies. In a world where software is commoditized overnight and switching costs are near zero, every customer relationship is critical to survival. Gainsight has deliberately transformed into an AI-first company to lead this shift, pioneering Retention-as-a-Service: a new operating model for post-sales, powered by Atlas AI Agents and a unified CustomerOS platform.
“As OpenAI CEO Sam Altman said, we’re entering the ‘fast fashion era of SaaS,’ where outcomes are the only real moat,” said Ganapathi. “That means you have to treat every customer like your best customer, and that’s what Gainsight is designed for. Nick has been a great friend for 25 years, and I’m grateful for his leadership in the first chapter of Gainsight. I’m honored to carry the torch into Gainsight’s next chapter and thankful for our team and the broader Customer Success community.”
SOURCE: GlobeNewswire