Gainsight names three executives as it expands AI retention

Gainsight has appointed Grant Clarke, Jack Leidecker and Vijay Jegan to senior executive roles as it expands its AI-based customer retention services.

Clarke joins as Executive Vice President and General Manager of Atlas, the business unit that manages customer renewals through a mix of AI agents and human oversight. Leidecker becomes Executive Vice President and Chief Security Officer, while Jegan takes the role of Chief AI & Transformation Officer.

The appointments follow Gainsight's move into managing long-tail renewal activity for customers under outcome-based contracts. That model puts the company more directly in charge of renewal execution, data handling and internal operations tied to customer retention.

Chief Executive Officer Chuck Ganapathi said the hires are meant to meet those demands across delivery, security and internal transformation.

"When you tell customers you'll own their outcomes, trust has to be earned in three places all at once: how we protect their data, how intelligently we run our own operations and how well we execute at scale," said Chuck Ganapathi, Chief Executive Officer, Gainsight.

"Jack brings the security rigor customers can trust without question, Vijay makes sure we are running our own business with the same AI-native approach we are asking customers to adopt and Grant is building the engine and scaling the model for Atlas AINS. Bringing them on now is a statement about how seriously we take this next chapter and the new kind of company we are becoming," Ganapathi said.

Atlas role

Clarke will lead Atlas, an AI-native services business focused on handling renewals from outreach and follow-ups through to contract negotiation. Human staff remain involved at key decision points, and the service is delivered through the Gainsight platform.

He previously served as Head of GTM Operations at Dropbox and spent 16 years at ServiceSource, now part of Concentrix, in roles tied to customer success, retention and revenue operations.

Clarke said older outsourced models have struggled to handle large volumes of smaller customer accounts.

"Enterprise companies have tried to solve and scale across long-tail customers with legacy approaches - approaches, like traditional BPOs, that ultimately fail in sustainable value creation because the focus is on cost-cutting and labor arbitrage, which erodes over time," said Grant Clarke, Executive Vice President and General Manager of Atlas, Gainsight.

"Atlas changes the equation: combining AI-native execution with Gainsight's deep customer retention expertise to own renewal outcomes at scale. I've spent my career pushing the old playbook as far as it could go and it's an incredible opportunity to architect the new playbook for customer outcomes now that Atlas removes the constraints we were previously working against," Clarke said.

Clarke will work with Chief Technology Officer Prem Parameswaran, who continues to oversee product development and technical work.

Security focus

Leidecker will oversee global security, privacy, risk and compliance, and lead the Information Security organization. He previously served as Chief Information Security Officer at Gong and held security leadership roles at Teradata and Digital Realty.

His appointment reflects the growing security burden for companies using AI more deeply in customer-facing work. As software groups put automated systems closer to sensitive data and commercial processes, they face tougher questions from customers about controls, governance and accountability.

"Gainsight has built a strong security foundation and my job is to take it to the next level," said Jack Leidecker, Executive Vice President and Chief Security Officer, Gainsight.

"As agentic AI takes on more of the work, the stakes go up: you're not just protecting data, you're protecting outcomes. I'm here to make sure our customers can delegate that responsibility to us with complete confidence," Leidecker said.

Internal changes

Jegan will lead Gainsight's internal technology strategy and its agentic transformation efforts. The role centers on updating systems and data infrastructure so the company's own operations reflect the AI-led approach it is selling to customers.

Before joining Gainsight, Jegan was Chief Technology Officer at Conversica, where he worked on modernizing the company's AI platform. Earlier, he held the same title at Tact.ai.

His remit suggests Gainsight sees internal execution as central to the economics of its services model. If the company is taking more direct responsibility for renewal results, it will need internal systems that support that shift across workflows, data and decision-making.

"Gainsight is doing something most enterprise software companies won't: putting their business model on the line by owning the outcome," said Vijay Jegan, Chief AI & Transformation Officer, Gainsight.

"That only works if we're running as an AI-native operation internally, not just delivering it for customers. We have 15 years of institutional knowledge about what drives retention, and my job is to make sure we're turning that into an internal AI advantage, so everything we learn compounds into better outcomes for the customers we serve," Jegan said.

More than 2,000 companies use Gainsight's software and AI agents. The latest leadership changes add to a broader executive build-out as the company ties its growth more closely to managed retention services and outcome-based contracts.