Gainsight Is Now a Tech Unicorn
Gainsight's unicorn status marks a milestone for Customer Success...and a bridge to a new movement
Customer Success earned a seat at the executive table, won the right to its own software category, and today secured its place among tech unicorns, worth >$1B in enterprise valuation.
Several years ago, we defined our purpose at Gainsight as: “To be living proof you can win in business while being human first.” We wanted to put a stake in the ground that finding win-win-win outcomes among stakeholders, from customers, to employees, to investors, was not only possible but also good for business.
Beyond celebrating a $1B valuation, we can celebrate the achievement of a Success-for-All movement that many people -- both within Gainsight and among our customers, community, and board of directors — have been a crucial part of. I am tremendously grateful for all the Customer Success folks who have bet their careers on this movement and have driven its progress, and to my former colleagues for investing so much care in their roles as stewards of Success for All.
My hope is that one of the major legacies of Gainsight's milestone today is the acceleration of a newer movement to bring Human-First — in other words, Customer-First — technologies to market. Our biggest challenge in tech in the 2020s will be ensuring that humans are our focus, that humans drive the priorities and the agenda — not the technology.
So as a preview to a larger announcement that I’ll make in the new year, I’m focusing my next chapter post-Gainsight on supporting the next generation of Human-First entrepreneurs.
These are founders like Mariano Suarez-Battan, whose obsessive focus on customer-centric design at MURAL brought relief to massive populations adjusting to work-from-home; Amanda French, who strove for years at Emme to bring a birth control device to women that took their biggest concerns into account; and Kris Hartvigsen, who built Dooly.ai for all the customer-facing people whose day-to-day trials and tribulations were ignored by their managers and software vendors for decades.
But getting back to the celebration of the moment: I'll end with a huge congratulations to everyone who has been a part of the Customer Success community, and an encouragement to never stop working to bring humanity into business.