The people
What they build
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Working at Gainsight
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On the TechTO stage
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About
Gainsight began as JBara Software and took its current shape after Nick Mehta joined as chief executive in 2013. It spent the following decade both selling customer success software and building the category around it — running the conference, publishing the playbooks, and pushing the idea that keeping customers was a discipline with its own tooling. Natasha Narayan brought that thesis to the TechTO stage in April 2018 with a talk on customer success. In November 2020 Vista Equity Partners announced a majority investment valuing the San Francisco company at US$1.1 billion; before that, Gainsight had raised more than US$150 million in venture capital, including a US$52-million Series E in 2017.
Backers
Majority-owned by Vista Equity Partners since November 2020. Earlier venture backing exceeded US$150 million.
Quick answers
What is customer success software?
Tooling for the team responsible for keeping customers after the sale — tracking account health, flagging churn risk, and managing renewals and expansion. Gainsight spent a decade establishing it as a category.
Who owns Gainsight?
Vista Equity Partners, which announced a majority investment in November 2020 at a US$1.1-billion valuation. Gainsight still operates under its own brand.
Who spoke for Gainsight at TechTO?
Natasha Narayan, in April 2018. She has since co-founded IcebergIQ.