Is Agentic AI The End of ARR? ft. Brett Queener (Bonfire Ventures) & Chuck Ganapathi (Gainsight)

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[Un]Churned – The No. 1 Podcast for Customer Retention

Gainsight

169 episodes

3 days ago

If you're experimenting with automation, questioning the traditional post-sales model, or trying to drive more value with less headcount, you're in the right place. AI won’t fix churn, but these conversations might. Retention is the new growth & AI is rewriting the rules. Hosted by Josh Schachter, SVP of Atlas at Gainsight, [Un]Churned—the No. 1 podcast for retention and Customer Success leaders—features real talk with the sharpest minds in the Customer Success space. We dig into how teams are scaling smarter, activating AI agents, and redesigning the customer journey for lasting impact.

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Is Agentic AI The End of ARR? ft. Brett Queener (Bonfire Ventures) & Chuck Ganapathi (Gainsight)

[Un]Churned – The No. 1 Podcast for Customer Retention

51 minutes 40 seconds

1 month ago

Is Agentic AI The End of ARR? ft. Brett Queener (Bonfire Ventures) & Chuck Ganapathi (Gainsight)

"How Agentic AI Is Replacing Subscription Revenue"

Chuck Ganapathi, the CEO of Gainsight & Brett Queener, Managing Director at Bonfire Ventures, who previously ran product at Salesforce and helped destroy Siebel, the company where he and Chuck first met. Together, they've witnessed every major shift in enterprise software over three decades, and they believe the biggest one is happening right now.

In this conversation, Brett unveils his forthcoming thesis on "the end of ARR," arguing that agentic AI will fundamentally break subscription business models. When products finally achieve what he calls "product purity", actually doing the job they promise without requiring armies of CSMs, endless onboarding, and quarterly business reviews, the entire economic foundation of SaaS collapses. Chuck and Brett discuss whether this is an existential threat or the evolution the industry has been waiting for.

What you'll learn:

- Why the "friction gap" between product and value created the entire CS industry

- What "product purity" means and why it threatens traditional SaaS economics

- How agentic AI fundamentally changes the unit economics of software

- Why usage-based pricing is inevitable once products actually work

- The product marketing playbook that still matters in an AI-first world

Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/

Where to Find the Guest

Brett's LinkedIn - https://www.linkedin.com/in/brettqueener/

Chuck's LinkedIn: https://www.linkedin.com/in/chuckganapathi/

Where to Find Josh:

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