Most companies think selling software is enough, but the real shift is owning the outcome.

In this episode of the [Un]Churned Podcast, Josh Schachter sits down with Chuck Ganapathi, CEO of Gainsight, live from Pulse 2026 at Caesars Forum in Las Vegas, to unpack why the next era of SaaS isn't about selling seats, it's about delivering results.

Chuck shares the thinking behind Gainsight's biggest strategic shift in 15 years, why the build vs. buy debate is a false choice, and how agentic AI is finally making it possible to serve every customer, not just the top 20%.

They also dive into:

- Why outcome-based services are the future of enterprise software

- The "build, buy, or hire" framework redefining customer success

- How the long tail of customers has been silently ignored and why that's changing

- What human-agent collaboration actually looks like in practice

- Why your smallest customers today might be your most strategic accounts tomorrow

If you're leading a SaaS business, scaling customer success, or trying to understand where agentic AI is actually creating leverage, this episode is a front-row seat to the next evolution of this category.

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Chapters

00:00 – Intro to Chuck Ganapathi

01:45 – Chuck Ganapathi on Taking the CEO Role at Gainsight

04:10 – Why Chuck Is an AI Optimist in a Room Full of Doomers

07:18 – The One Question Every CEO, CFO & Board Is Asking Right Now

09:15 – The False Choice Between Build and Buy

11:40 – Announcing Atlas: Gainsight's First AI Native Service

14:05 – Why SaaS Has Always Struggled to Prove ROI

18:45 – Build, Buy, or Just Hire Gainsight

22:50 – The Long Tail Problem Nobody in SaaS Wants to Talk About

27:00 – What Humans Actually Do in a Human-Agent Collaboration Model

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Where to Find the Guest

Chuck Ganapathi: https://www.linkedin.com/in/chuckganapathi/

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Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/