Episode 37 | March 28, 2022
Customer success with a human-first mindset | Nick Mehta
Gainsight CEO Nick Mehta shares how human-first leadership and empathy can scale customer success in the digital age.
Scaling with soul: Why customer success needs a human-first mindset
Imagine walking into a bustling store only to be ignored by staff because everything's automated—even the greetings. That’s what some customer experiences still feel like today. But in the latest episode of Insights Unlocked, Nick Mehta, CEO of Gainsight, makes a compelling case: automation shouldn't replace humans—it should amplify them.
As leaders in the digital age grapple with balancing efficiency and empathy, Mehta offers a masterclass in customer success with a human-first leadership approach. This episode isn’t just a conversation; it's a roadmap for companies that want to scale without losing their soul.
Human-first doesn’t mean human-less
"All of the modern businesses where customers have all this power and we need to keep them, you need to grow them—you’re trying to get more human interactions," said Mehta.
Too often, companies equate automation and scale with fewer human touchpoints. But as Mehta reminds us, true customer centricity means eliminating the low-value stuff—not the relationships.
Think of it this way:
- Automation is the sous-chef, prepping everything behind the scenes.
- Human interaction? That’s the head chef, adding the final seasoning that makes the meal memorable.
"You're trying to get more human interactions. What you're trying to do less of is the administrative work." — Nick Mehta
Empathy at enterprise scale
Nick Mehta doesn’t just talk about empathy—he operationalizes it. Gainsight’s mission is rooted in helping companies scale customer success through empathy-driven processes. Whether it's connecting customers through communities or embedding human insight directly into digital products, their approach is clear: let people feel seen, not just serviced.
He shared an example from Peloton, highlighting how the brand successfully integrates digital interfaces with human connection through coaches and community features:
"It’s that coach—that relationship you have. That human connection is facilitated through technology."
The blend of customer experience, technology, and community at Peloton mirrors Gainsight’s vision for what digital-first, customer-led businesses should aim for.
GUIDE
The executive's guide to empathy-driven ROI
Data without stories is like GPS without a destination
As businesses embrace analytics, Mehta drops a truth bomb that every UX researcher and product manager should tattoo on their dashboards:
“I love data, but I think data without the human insights is almost like it's at best, neutral and at worst, it's dangerous.”
He recalls a misstep Gainsight nearly took—sidelining a low-adoption feature, only to discover later that it was beloved by the most strategic 10% of users, including CEOs. The lesson? Data shows what. Stories reveal why.
To get the most out of your digital transformation, leaders must pair dashboards with dialogues. Review your metrics, yes—but always ask, what’s the story behind this number?
Creating a culture of customer conversations
For Mehta, staying close to customers isn’t a quarterly task—it’s a habit. He’s met with more than 500 customers and has codified his approach into repeatable processes. His tools?
- Executive sponsor programs to maintain high-level engagement
- Alerts for company news to prompt timely, personal outreach
- “OKRs” for himself, like doing weekly calls with customer success operations professionals
These aren’t just touchpoints; they’re trust points.
"If you Google 'Nick Mehta 500 customers,' you’ll find a ten-step toolkit. None of it’s rocket science—it’s about habits."
This ongoing dialogue feeds directly into product-led growth and innovation. Instead of guessing what users want, Gainsight listens—and builds accordingly.
Empowering advocates across your organization
The podcast also explores how leaders can empower customer success (CS) and CX strategies to influence broader organizational change. It’s not just about CEO buy-in.
"To really get things done, you need to convince a lot of other people."
Mehta encourages CS and UX teams to translate their value in two ways:
- ROI messaging for executives—How does customer success contribute to revenue, retention, or market value?
- Peer alignment for teams—How can CS make life easier for sales, marketing, or product teams?
For example, instead of asking product managers to fix bugs, offer to assemble a customer panel to support their roadmap. These cross-functional alliances make customer-first thinking a shared priority, not a siloed one.
Building community inside and out
Human-first leadership isn’t just about external customers—it extends inward to teams. Gainsight’s onboarding focuses solely on values and human-first principles. New hires are encouraged to Slack the CEO within their first day—anything from a joke to an emoji.
That single action chips away at the hierarchy and opens the door for authentic, ongoing dialogue.
"If you send me one message, the next one won’t feel intimidating."
This simple practice boosts internal alignment and helps employees better embody Gainsight’s mission when interacting with customers.
Human insight as your strategic advantage
This episode aligns beautifully with the UserTesting philosophy: that real human insight fuels the best digital experiences. It’s not enough to know what users do—you need to know how they feel, why they choose, and what makes them stay.
Whether you're designing a product, crafting a CX strategy, or launching a campaign, Mehta’s approach serves as a playbook for meaningful innovation.
Here’s how to put it into action:
- Replace robotic scripts with thoughtful touchpoints
- Use data as a starting point—not the whole story
- Make empathy a measurable KPI
- Embed feedback loops across your product and CS teams
- Encourage internal storytelling to build a shared sense of purpose
Final thoughts
As companies look to drive loyalty, reduce churn, and achieve sustainable growth, they must realize that the future of business isn’t just tech-led—it’s human-led.
"Our mission statement is nothing to do with customer success—it’s to be living proof you can win in business while being human first." — Nick Mehta
By marrying automation with empathy, and scale with soul, companies don’t just succeed. They make people feel like they matter.
And in today’s economy, that’s the real competitive advantage.
