The New Rules of CS

As CS has taken on greater ownership of retention and expansion, they’re no longer being measured on effort and activity. That’s why in 2026, CS is shedding that legacy label and stepping into its role as a revenue-generating engine.

In this webinar, Gainsight COO Brent Krempges will unpack the new rules shaping CS and how modern CS teams are operating, measuring, and scaling differently. From boardroom-ready forecasts to segment-based orchestration, you’ll get a behind-the-scenes look at what it really takes to evolve your CS strategy across the customer lifecycle.

The biggest revenue indicators often show up in the first 30 days, but many CS teams aren’t looking for them (or don’t know where to look). Even more problematic, most onboarding still looks like a handoff, a checklist, and a race to hit time-to-value rather than a strategic moment to build momentum and set the tone for long-term success.

In this webinar, Taylor Johnston will reveal how onboarding is quietly becoming one of the most powerful forecasting levers in Customer Success. You’ll learn why traditional metrics like “time to value” miss the mark, how leading teams are looking at those first 30 days, and what scalable onboarding really looks like in 2026, so you can grow with confidence.

Most adoption metrics measure logins and clicks, which were useful when companies measured CS on activity. But in 2026, they fall short because they don’t always tell you who’s realizing value, who’s at risk, or who’s on track to grow.

In this webinar, Gainsight’s VP of Customer Success, Roman Dalichow, will break down why traditional adoption signals can miss the mark, give leaders a false sense of renewal confidence, mislead health scores, and make it harder for CSMs to focus where it counts. 

Most CS teams track risk, but not all risk deserves the same response. In 2026, the best CS teams are moving beyond blanket playbooks and toward precision, so teams can focus where risk has real impact on gross retention and acting fast where it matters most. 

In this session, Gainsight’s Sr. Director of Advisory Services, Taylor Johnston, and Principal Customer Success Manager, Kelsey Bennett, unpack how modern CS teams are building risk engines that see the signals that matter and act on them fast. You’ll learn how to detect early indicators of revenue loss across your entire book of business, including long-tail segments where you can’t chase every account.