SaaStr 794: The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta | The Official SaaStr Podcast: SaaS | Founders | Investors | Podwise
This podcast features an interview with Nick Mehta, CEO of Gainsight, discussing how SaaS companies can improve customer success to impress investors. Mehta outlines ten key areas investors scrutinize, including net retention rate, gross retention, early warning indicators, and customer stickiness. He emphasizes the importance of demonstrating real customer value and having passionate advocates who can speak to the product's impact. A key takeaway is the need to move beyond vanity metrics and focus on granular data showing customer engagement and ROI. The interview concludes with Mehta sharing personal anecdotes from climbing Mount Kilimanjaro, drawing parallels between the challenges of mountaineering and the entrepreneurial journey.
