Agenda & Speakers

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Expert debate

Is Customer Success (CS) becoming obsolete, or is it still the key to driving SaaS growth?

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Expert Debate

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About

Watch a thought provoking debate between two industry giants, Nick Mehta and Jay Nathan, as they tackle one of the most pressing questions in the SaaS world: Has Customer Success (CS) run its course?

Watch a thought-provoking event where industry leaders challenge the status quo and debate the future of CS. With mounting pressure to demonstrate its tangible contribution to growth, CS must adapt or risk becoming irrelevant. Through engaging discussions and dynamic debates, you'll explore whether traditional CS strategies are still delivering real revenue or if new, innovative approaches are taking over. Discover actionable insights, fresh perspectives, and strategic guidance that will help you navigate the evolving landscape and redefine your approach to Customer Success for sustainable business growth.

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Main event - Live Debate

Did Customer Success
Run Its Course?

Watch a dynamic debate between two industry thought leaders, Nick Mehta and Jay Nathan, as they tackle one of the most provocative questions in the business world today: Is Customer Success (CS) still relevant, or is it time to move on?

Jay Nathan

Nick Mehta

Jay Nathan

CEO of ChurnKey

Jay Nathanwill challenge the traditional views, suggesting that the concept of CS may have reached its peak and could be replaced by more innovative strategies.

Has over 20 years of experience in the software industry, having held leadership roles at prominent technology companies such as Blackbaud, Higher Logic, PeopleMatter, and now Churnkey[dot]co. He has spoken and written extensively on topics like SaaS, sales, marketing, product, and customer success. While his ultimate goal is to launch a Jimmy Buffett cover band, for now, he is focused on helping B2B SaaS companies thrive.

Nick Mehta

CEO of Gainsight

Nick Mehta will argue that Customer Success is an evolving discipline that remains crucial for driving customer satisfaction and retention in a competitive market

Nick Mehta is the CEO of Gainsight, a leading platform that helps businesses drive customer success and growth. With a passion for bridging human connections with technology, Nick has become a recognized thought leader in the SaaS and customer success space. Under his leadership, Gainsight has grown into a globally recognized company, earning numerous industry awards. Nick is also the co-author of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.

Nick Mehta

CEO of Gainsight

Nick Mehta will argue that Customer Success is an evolving discipline that remains crucial for driving customer satisfaction and retention in a competitive market

Nick Mehta is the CEO of Gainsight, a leading platform that helps businesses drive customer success and growth. With a passion for bridging human connections with technology, Nick has become a recognized thought leader in the SaaS and customer success space. Under his leadership, Gainsight has grown into a globally recognized company, earning numerous industry awards. Nick is also the co-author of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.

Jay Nathan

CEO of ChurnKey

Jay Nathanwill challenge the traditional views, suggesting that the concept of CS may have reached its peak and could be replaced by more innovative strategies.

Has over 20 years of experience in the software industry, having held leadership roles at prominent technology companies such as Blackbaud, Higher Logic, PeopleMatter, and now Churnkey[dot]co. He has spoken and written extensively on topics like SaaS, sales, marketing, product, and customer success. While his ultimate goal is to launch a Jimmy Buffett cover band, for now, he is focused on helping B2B SaaS companies thrive.

Host

Greg Daines

CEO of ChurnRX

This session will explore both sides of the argument, providing valuable insights into the future of customer relations, strategies for growth, and the evolving landscape of customer-centric business models. Whether you’re a staunch advocate for Customer Success or curious about alternative approaches, this debate will leave you with plenty to think about.

Greg Daines (aka ""the churn doctor"") is a leading expert on customer churn and driving durable growth. Throughout his career as a founder, CEO, customer success leader, and consultant, he has made a habit of challenging conventional thinking. Greg is widely known for his ground-breaking research on customer churn and growth and his unique talent for helping companies solve customer churn and build durable growth.

Understand Both Sides

Learn why some experts believe Customer Success remains essential and why others think it's time to move on.

Get Strategic Guidance

Understand how leading companies plan to adapt their CS organizations to maximize growth and customer value.

Gain Strategic Insights

Discover how different approaches to Customer Success can impact customer satisfaction and business growth.

Explore Future Trends

Stay ahead by understanding emerging trends and innovative strategies in customer relations and success.

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