On-Demand Webinar

The New Rules of CS: Rebuilding for Revenue and Outcomes

A smiling man in a suit jacket and white shirt is featured against a blue background with “WEBINAR” text and his name, Brent Krempges, Chief Customer Officer at Gainsight, displayed in a box on the left, highlighting customer success.

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As CS takes 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 CCO Brent Krempges unpacks 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.

You’ll learn:

  • Why revenue and productivity are now the primary outputs of CS—and how CS leaders can drive both
  • What it takes to align CS data, signals, and workflows with Sales, RevOps, and Finance for shared accountability
  • How to structure coverage models that balance digital, human, and AI-led plays