While most CS teams see renewal as the end goal, Okta’s Customer Success (CS) team views it as something that happens naturally when you focus on the right things. Chael Banks, SVP of Customer Success at Okta, recently spoke with host Josh Schachter on the [Un]Churned podcast episode, “188. Here’s What Happens When CS Teams
Learn what product adoption is and how to measure it. Drive renewals with CS.
Each year, we look for standout achievements in our community, and every year, you deliver. The 2026 GameChanger Award winners are teams that used Gainsight creatively to help their organizations better understand customers, identify risks, drive growth and demonstrate value. Here are the 2026 GameChangers. The Hyper Scaler: Anthropic The Retention Champion: CCC Intelligent Solutions
Pulse 2026 started today in Las Vegas, where we pulled back the vines to reveal an undiscovered treasure trove of retention. Post-sales professionals from around the globe gathered at the keynote stage to hear from Gainsight leaders and customers from world-class companies, including Okta, Zendesk, and IBM. Together, we charted a new path forward where
Explore customer self service trends for 2026. Turn resolution into retention.
![Three people with microphones and headphones are shown under the title “[Un]Churned,” part of the Gainsight Podcast Network, hosted by CS leader Josh Schachter. Vertical light bars shine in the background as mindful tips for success are shared.](https://www.gainsight.com/wp-content/uploads/2026/05/scott-barker-gainsight-unchurned-1024x512.png)
Scott Barker helped scale Outreach from $20 million to $250 million ARR, raised $100 million for his own venture fund, and then had a panic attack. He sold everything he owned, put what was left in a backpack, and spent four months in Indian ashrams before writing an article that went viral. On a recent
AI is changing Customer Success (CS), and now the main question is not if teams will use it, but where it can make the biggest difference. Rob Edmondson, Ironclad’s Chief Customer Officer, believes you should begin with your existing data and let it reveal any mistaken assumptions. On a recent episode of the [Un]Churned podcast,
Learn how to calculate customer retention rate with a formula, example, and industry benchmarks.
If you ask Pradeep Raman how his team measures Customer Success (CS), he won’t talk about health scores or NPS. Instead, he focuses on the percentage of customers who committed to a deployment and actually finished it on time and at full scope. This metric shows if customers are getting value and if Microsoft is
What happens to growth when customer value and revenue are managed by different people with separate goals? Brad Casemore, Chief Customer and Growth Officer at PartsSource, has a clear answer. Nine months ago, he combined the CCO and CGO roles at a 750-person healthcare tech company where equipment downtime can halt care. On a recent