The Customer Success Economy

Mehta’s second major book, co-authored with Allison Pickens (former COO of Gainsight), expands the customer success conversation from a department-level function to a company-wide transformation. Where the first book explained what customer success is, this one shows how it changes everything about how a business operates.

Why This One

The Customer Success Economy picks up where the first book left off. By 2020, customer success had moved from a novel idea to a standard practice at most SaaS companies. The question was no longer “should we do customer success?” but “how do we make the entire organization customer-centric?” Mehta and Pickens tackle this larger challenge, drawing on interviews with dozens of CEOs, investors, and Chief Customer Officers from the Fortune 500, private equity, venture capital, and Silicon Valley.

The book covers organizational redesign, leadership role changes, digital customer success implementations, and the strategic shifts needed when customer success moves from a team to a philosophy. It is more ambitious in scope than the first book and assumes you already understand the basics.

What to Expect

A substantial 384-page read aimed at leaders who have already embraced customer success and want to take it further. The writing is practical and grounded in real examples, but the material is more advanced than the first book. Best read after you have a foundation in customer success fundamentals.