When your friend texts you saying they got the ballot for Oasis Live ‘27 tickets, you get the floor seats. When Gainsight announces that Pulse Europe 2026 is back in London on 19-20 October, it’s just as much of a no-brainer.
Call it the era of comebacks. After four years, the flagship event for retention-obsessed professionals is returning to London. It couldn’t have come at a better time, because the world of post-sales has changed a lot since we last got everyone together.
Much like the evolution of the Gallagher brothers’ relationship, retention strategies today look a lot different than they did this time last year. AI adoption, agentic workflows, headcount pressure, a board that suddenly wants CS to own revenue outcomes—the leaders figuring out the new map are the ones getting into rooms with people who are already a few steps ahead.
That’s exactly what Pulse Europe is for.
Here’s what’s on the agenda, who’s speaking, and why this is the year to come back.
(What’s The Story) on Pulse Europe?
For those who haven’t attended, Pulse Europe is Gainsight’s flagship European conference. It’s the premier event for Customer Success, Customer Education, and Community professionals to learn, network, and explore what lies ahead for all things retention.
This year, 700+ post-sales leaders from all over Europe will meet in London on 19-20 October. You can expect two days packed with over 40 sessions throughout six tracks, intentionally curated to cover everything retention-related.
Those who have been to Pulse Europe know they come for the insights and stay for the community. Attendees come from SAP, GitHub, Salesforce, Ideagen, and hundreds of other leading SaaS companies. It’s a chance to be in the room with folks who are either going through what you are, or have come out on the other side with a story to tell and learnings to share.
Pulse Europe 2026 is right around the corner!
Join us on 19-20 October 2026 for two days of workshops, breakouts, and networking for post-sales professionals. Register today with code SAVE150 to save £150 at checkout.
What’s Different About Pulse Europe 2026
All the roads that lead to retention may be winding, but Pulse Europe exists to help you navigate that uncharted territory, uncover insights, and unlock the treasure of customer growth.
This year’s agenda has been purpose-built to cover the challenges and changes EMEA post-sales professionals are working through today.
Here’s what we’re bringing to the stages:
- AI That Works for You. Teams who’ve tied AI investment directly to GRR and NRR, not pilots stuck in testing.
- Retention Ops in Action. Ops teams running agentic workflows and rebuilt health scores in production.
- Leading Through Change. CS leaders navigating restructures, new charters, and roles AI is rewriting in real time.
- Proven Retention Strategies. Practitioners modernising retention, rebuilding touchpoints, proving CS impact at board level.
- Workshop Your Way to Growth. Hands-on build sessions — working playbooks and retention plays you leave with, not just hear about.
- Winning with Digital CS. Customer Education and Community sessions running alongside the CS programme.
Calling All RevOps Pros: The RevOps Summit Is Back
Our popular Revenue and Customer Operations workshop returns as an invite-only half-day event on Wednesday 21 October, running 8:30 to 13:00 at The Saloon at The Ned, in the City of London.
This hands-on workshop is designed for operations leaders and Gainsight admins interested in scaling CS efficiently, aligning revenue teams, and turning customer data into your most powerful growth asset. The room is capped at 40 people, so the conversation stays specific, and you’ll cover data hygiene at scale, process design and governance that holds up in practice, and how to build real structure around AI instead of bolting it on. Breakfast and lunch are included, and it comes with your Pulse Europe pass at no extra cost.
Register your interest here and we’ll reach out to confirm your seat.
Step Inside, These Sessions Are In Bloom
Just as Oasis is holding six nights at their iconic Knebworth venue, we’ve got a lineup of sessions you absolutely can’t miss at this year’s Pulse Europe. Explore the full agenda here, and consider these six sessions the ones we’d build our personal schedule around. No ticket ballot required 😉
Health Scores Aren’t Enough: An Outcomes-to-Value Operating Model for Enterprise CS (Day 1 / Proven Retention Strategies)
John Meletis, Director of Customer Success at Mastercard, introduces a three-sided value framework that shifts CS measurement from indicators like activity and health scores, to evidence, such as validated customer outcomes, captured company value, and relational signals. You’ll also get honest lessons from his multi-product enterprise rollout including what worked and what he’d do differently.
The $150K Hack: Building a Defensible SaaS Certification Programme for £0 (Day 1 / Winning with Digital CS)
Joel Eaton, Head of Customer Enablement at Hornbill, shares how his team built a certification programme with a 78% pass rate using a spreadsheet and their existing LMS. You’ll leave with a scalable framework, a 60-second proctoring hack, and a downloadable toolkit that includes JTA templates and question-writing guidance.
Beyond the AI Pilot: How Silverfort Built AI Into Everyday Customer Success (Day 1 / AI That Works for You)
Silverfort’s Shani Brenmiller, VP of CS Ops, and Cara Frazin, CS Ops Manager, give an inside look at how their team turned AI experiments into repeatable workflows. You’ll see the practical outputs they built, what work AI took on, and where CSM judgement still remains critical.
The AI-Powered Renewal OS: A Practitioner’s Blueprint for Forecasting and Retention at Scale (Day 1 / Proven Retention Strategies)
Riccardo Composto, Director of Renewals at Salesforce, shares how to build renewals tooling with AI, while being honest of the limits it can have. You’ll walk away with a realistic picture of what you can build yourself, how it changes the quality of your forecast and coaching, and where human judgement still has to sit in an AI-assisted renewals motion.
Scaling with Soul: Balancing Automation and Human-First Leadership in Digital Customer Support and Success (Day 2 / Leading Through Change)
Keyvan Sadigh, VP of Customer Operations at Lucid Software, shares practical tactics for leaders incorporating AI agents into their CS and support team motions. You’ll learn how to balance automated triggers with timely, meaningful human interventions while prioritizing team well-being and empathy in the service of retention.
Community as a Retention Engine: How Kyriba Connected Engagement and AI to Drive Adoption and Advocacy (Day 2 / Winning with Digital CS)
Denise Gomes, CS Operations Director at Kyriba, shows how her team pulled learning, events, product feedback, and advocacy into a single connected community using AI-assisted moderation. You’ll learn their phased approach to governance, gamification, and cross-functional collaboration, and how participation surfaces early expansion signals.
Dig Out Your Networking Soul
Pulse Europe is the perfect place to make new connections in the post-sales community, and we’ve planned unique networking opportunities so you can find your people and uncover ideas together.
Introducing: The Dig
Kick off Day One (Monday, 19/10) and join us from 9:00 to 11:00 for The Dig. Explore peer roundtables, small-group conversations, and an open forum for anyone who’s built something with AI and wants to show the world.
The Dig is included in your registration and you can make the experience whatever you’d like. Meet fellow Customer Success, Services, Community, and other post-sales professionals in a casual networking environment. Or join in a roundtable or discussion on a topic you’re interested in.
Join Us for Happy Hour
The fun doesn’t stop when the sessions do. Grab a drink and debrief your Day One learnings with fellow Pulse attendees at our official happy hour at Fabric, Monday 19 October from 18:00 to 19:30. It’s included in your registration so all you need to do is show up with your Pulse badge and ID! The only rule is “you need to be yourself, you can’t be no one else.”
You Just Gotta Role With It: Session Guides Built Just For You
While Liam and Noel may get the headlines, Oasis has never been a two-man show. Retention works the same way. It takes more than Customer Success teams to drive customer outcomes and keep them coming back for more. That’s why this year’s schedule is built for every role that has a hand in retention.
If you lead Customer Success, you’ll find sessions built around board-level questions, not just team-level ones. Leaders at Mastercard, Salesforce, and Workday and dozens more will share value frameworks, real-life forecasting dashboards, and best practices on using AI to better connect teams and context. We’re particularly excited for our “Rewriting the Rules: CS Leadership Myths in the Age of AI,” where leaders from SAP, SAS Institute, and SS&C Blue discuss high-touch coverage models as AI agents take on more of the work.
If you run CS Operations, the “Retention Ops in Action” track was built specifically for you. These sessions will focus on moving past dashboards and firefighting into true agentic workflows. Hear from operations professionals at companies like Mediafly, BMC Helix, SAP, and Shiji Group share their learnings around AI experimentation, connecting customer context, scaling long-tail Digital CS models, and more.
See the Customer Success Experience →
If you lead Customer Education (CE) or Community (CC), our “Winning with Digital CS” track alone is worth the trip. This track focuses on how leading CE and CC teams from Cognite, Hornbill, Kyriba, and more increase retention through connected customer-focused programs. You’ll leave with practical insights on building defensible certification programmes and create AI-powered customer hubs. One can’t-miss session is, “Reddit vs. Community: Why Sonos Stopped Choosing” that dives into why both matter for reasons you may not expect.
If you sit cross-functionally between CS and CC/CE, we have sessions that align with your all-encompassing role. Join us for workshops that will help you better connect these functions, like “Connecting CS & Community Churn Signals” where you’ll leave with a completed “Signal Exchange” worksheet that you can use to share churn signals across teams. We also recommend our “Redesign First, Automate Second: How CS Leaders Build an AI-Native Team That Retains” session where you’ll learn how to redesign CS team structure around AI, and our “CS Is a Team Sport: Building the Cross-Functional Retention Culture That Scales” session on building cross-functional retention culture.
See the Customer Education and Customer Community Experience →
Ready to Explore What’s Next for Retention?
Four years ago, Pulse Europe existed in a very different world of Customer Success. Now, the map has changed, and there’s a lot of new territory to explore. The good news is that you don’t have to navigate it alone.
Pulse Europe is where 700+ of your peers will be sharing what’s working, comparing notes, and figuring out where retention goes next. Come for the sessions, stay for the hallway conversations, the insights shared over dinner, and the connections that will last for a lifetime.
Register for Pulse Europe 2026 Today
Pulse Europe 2026 is just two weeks away! Act now and save £150 with this exclusive discount code: SAVE150.
SIGN ME UP FOR PULSE EUROPE 2026 →
We can’t wait to see you at The Brewery in London, UK on 19-20 October and unlock the treasure of customer growth in an agentic world together!
