Here in London, they know a thing or two about team sports. Even the best striker needs a great team behind them. And when it comes to customer retention, there’s a new player on the pitch: AI agents.
At Pulse US in May 2026, we announced that Gainsight was moving beyond selling software to taking on retention outcomes, starting with long-tail renewals.
Five months later, we’re charting new territory. Atlas, our AI-native services business, has proven early momentum: more than $75M of customer ARR under management in long-tail renewals and more than 7,000 agentic interactions to date.
Additionally, Gainsight CS will be priced by ARR and number of customers managed through Gainsight, not seats. Plus, we’re now including Staircase AI and aren’t charging for MCP access, so every team and every agent involved in retention can work from the same customer context.
This week at Pulse Europe in London, we’re revealing more ways for humans and AI agents to work together. Take a look at what’s new and explore the full story in our press release.
Meet Agent Studio, Now in Beta
What if even your most complex customer success workflows were as easy to build as they are to describe?
Agent Studio, the agentic workspace inside Gainsight CS, is now in beta. Customer success teams describe the workflows they need in plain language and save them as reusable skills, such as a nightly account briefing that prepares CSMs for the day and flags at-risk accounts. Agent Studio works within the permissions and security controls teams already have in Gainsight, and users approve every action before it happens.
More AI Capabilities Across the Gainsight Platform
AI agents are only as useful as the customer context they can access. And the more places that context can go, the more possibilities open up.
We’re expanding the map with several new capabilities across the Gainsight platform:
- Gainsight MCP (GA): Gainsight MCP is now available across Customer Success, Staircase AI, Skilljar, Customer Communities and Product Experience, giving customers a conversational interface to customer data and actions across the platform.
- Gainsight MCP for Salesforce Agentforce and Slackbot (GA): Staircase and CS signals now flow into Salesforce Agentforce and Slackbot, so teams can retain and grow revenue with customer context in the tools they already use. Skilljar learning data can be connected through the same MCP integration today, and a full Skilljar for Agentforce package is coming soon. Gainsight was also named the Salesforce Partner of the Year for Headless 360.
- CSM Adoption Agent (GA): A new agent that helps CSMs improve adoption across their books. The agent works directly in Claude, analyzing usage, success plans, goals and other signals to identify gaps and outreach opportunities. The agent drafts personalized emails for approval, then saves them as drafts in Gmail, where CSMs can send them to customers
- Agent Studio for Community (Beta in November 2026): Community managers describe a widget in plain language, and AI builds it directly in the no-code layout editor of Gainsight Customer Communities.
- AI Discoverability (GA): Skilljar admins can now allow AI systems to search public Skilljar Academy pages, so courses can be found and cited in large language models (LLMs).
The Road Ahead: Build, Buy, or Hire
There’s no single path to better retention (we wish). Some teams want to build their own AI agents. Others want ready-made capabilities. And some want a partner to shoulder the responsibility of the outcome.
Whether customers build on our headless customer retention platform, buy pre-built agents, or hire Gainsight through Atlas to own the renewal outcome, the updates this week are designed to put that context within reach of everyone involved.
The map of customer retention is being redrawn. The teams leading the way? They’re embedding AI agents into their customer journey.
To learn more about Atlas, visit gainsight.com/atlas. To see these capabilities in action, head to our demo center or contact your Gainsight team to get a demo from our experts.
