Appoints New CMO to Champion Launch of an AI-Driven Customer OS
SAN FRANCISCO, CA, DECEMBER 16, 2024—Gainsight, the world’s leading Customer Success platform, today announced its next chapter of growth and innovation, marked by a series of strategic milestones and leadership expansions in 2024, as the company advances toward its vision of a Customer OS in 2025. To spearhead this transformative journey, Gainsight has appointed Keith Pearce as its new Chief Marketing Officer (CMO), charged with driving the go-to-market strategy for its new AI-driven Customer OS. Pearce brings over 25 years of proven expertise in driving awareness, demand, and market leadership for enterprise software products at companies like Salesforce, Genesys, and Alteryx, where he most recently served as CMO.
Pearce’s appointment builds on Gainsight’s strong AI-focused momentum in 2024, highlighted by the launch of a new set of artificial intelligence (AI) offerings, the acquisition of Staircase AI to revolutionize customer success with cutting-edge AI capabilities, a key partnership with SAP to integrate Gainsight CS with SAP Sales Cloud to power scalable, value-driven customer experiences, and recognition as a leader in the Gartner® Magic Quadrant™ for Customer Success Management Platforms. This announcement also follows significant leadership appointments in 2024, including Chuck Ganapathi as President and COO, Marilee Bear as Chief Revenue Officer, and Brent Krempges as Chief Customer Officer, reinforcing Gainsight’s commitment to innovation and industry leadership.
“As we enter this next phase of growth, Keith will be instrumental in driving our Go-To-Market strategy and realizing our vision of the Customer OS,” said Chuck Ganapathi, COO and President at Gainsight. “We’ve evolved from being the go-to early warning system for customer risk to orchestrating the entire post-sales journey—powered by AI-first product innovation, strategic acquisitions, and a community of over 1,600 businesses. Now, we’re redefining customer success by infusing AI into every step of the customer journey, all while preserving the human connection at the core. Keith’s leadership will ensure we harness these innovations to deliver meaningful, lasting impact for our customers.”
“I’m thrilled to join Gainsight at such a pivotal moment in its journey. Gainsight has always been the de facto brand for Customer Success, but the vision for a Customer OS feels like a wake up call to the industry to redefine how businesses connect with customers in a way that’s both efficient and meaningful,” said Pearce. “What drew me here wasn’t just Gainsight’s market leadership. It was the mission, culture, and opportunity to help shape this next chapter leveraging the power of AI. Together, we’ll build bridges across the fragmented customer journey, bring our Customer Success expertise into new markets, and help businesses unlock new, profitable growth.”
Gainsight Customer OS
In today’s dynamic market, post-sales teams face a fractured landscape of tools and processes across the customer journey including onboarding, engagement, and education. This fragmentation not only creates inefficiencies but also leads to disjointed customer experiences, missed revenue opportunities, and rising operational costs. Traditional approaches that rely on adding headcount to the problem are no longer viable, leaving businesses struggling to orchestrate a blend of human, digital, and customer-led journeys effectively.
With Keith at the helm of marketing, Gainsight is well-positioned to bring to its vision for a Customer OS, Gainsight’s cohesive ecosystem that unifies the fragmented post-sales experience to better serve the future of customer success.
Gainsight’s Customer OS:
- Enables businesses to seamlessly integrate customer data from across their tech stack.
- Empowers organizations to orchestrate personalized journeys that both keep and grow customers.
- Solves key pain points by eliminating costly blind spots that lead to churn, scaling digital engagement to meet rising customer expectations without eroding profitability, and enabling efficient self-service experiences that customers love.
By combining advanced AI capabilities with human-centric design, Gainsight equips companies to track customer health, drive product adoption, and reduce operational complexity, all while delivering meaningful, measurable impact across the customer lifecycle.
Read Pearce’s blog on joining Gainsight here.
About Gainsight
Gainsight, the world’s leading Customer Success platform, helps businesses drive efficient growth by unifying the post-sales customer journey. Its innovative set of customer success, customer education, product experience, and community management products are used by companies of all sizes and industries, including nearly 200 publicly traded organizations. With Gainsight, it’s never been easier to start and scale customer acquisition, retention, and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Workday use Gainsight at www.gainsight.com.
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Media Contact
Jocelynn Stidham
PR for Gainsight
jocelynn.stidham@gainsight.com
