At Gainsight, we believe the next era of enterprise software will be defined by agentic AI — systems that don’t wait for a prompt, but take action across the customer journey with context, guardrails, and purpose. These systems learn, adapt, and drive outcomes in the background so your teams can focus on what matters most. This is the promise of Atlas, our new generation of AI agents.
Since unveiling Atlas at Pulse, we’ve seen a clear shift. Companies aren’t wondering if AI has a role. That’s obvious. Now, they’re wrestling with how to embed AI deeply enough that it stops being a single-function tool and starts acting like a self-directed contributor to the customer journey.
And today, I’m excited to share the next bold move in our Atlas journey.
We’ve acquired UpdateAI, a sharp, PhD-led team that’s built precise AI insights tailored for Customer Success. They get the space. They get the players. Their tech is best-in-class. And now, they’re joining forces with Gainsight to help us push the boundaries of what agentic systems can do.
Welcoming Josh Schachter and Team to Gainsight
Josh Schachter, founder of UpdateAI and one of the first to build in post-sales AI, is stepping in as SVP & GM of Atlas. Josh is a product thinker through and through – someone who’s lived the day-to-day pain of customer teams and built UpdateAI from that front-line perspective.
He’s joined by Ricardo Ferraris, Sergey Kondratiuk, and Thiago Galvani, a global squad of AI engineers who’ve been hacking away at this problem for years. This team brings deep specialization in conversational signals and precision modeling. They’ve navigated the noise of the AI hype cycle with focus and clarity, delivering real-world value fast, not someday. Their instincts around where agents belong in post-sales workflows make them a natural fit for the future we’re building with Atlas.
What This Means for Gainsight (and You)
Josh and the UpdateAI team are going all-in on Atlas. Their focus will be on rapidly advancing our roadmap for AI agents, pushing further into real workflows, spanning more touchpoints, with sharper precision.
I’m also thrilled to share that Gainsight has acquired Josh’s popular podcast, [Un]Churned. We are huge believers that community and storytelling are as important as technology in shaping the future of this space. Josh will continue to host the show, welcoming fresh voices to unpack what it really takes to build agentic systems that work in the wild.
While the UpdateAI team will continue supporting their existing customers, we are evaluating how their product and technology will integrate into the broader Gainsight ecosystem, including Staircase.
But the most important impact? This is a major leap forward for Atlas. It strengthens our team, deepens our bench, and puts Gainsight further ahead in the AI game. We’re doing it the Gainsight way — with heart, authenticity, and a relentless focus on real customer outcomes.
You can read more of Josh’s reflections in his post on Medium; here’s how he framed the next step in our journey together:
“Joining forces with Gainsight is the natural next step in our journey,” said Josh Schachter, SVP and GM at Gainsight. “As the founder and CEO of UpdateAI, I spent the last 4.5 years building a company with AI at its core. Our technology delivers clear, relevant insights by deeply understanding real customer conversations. This precision is the result of years of focused development in the post-sales journey, led by our Head of Data Science, who holds a PhD in machine learning.
Joining Gainsight and the Atlas team means we get to amplify that impact, working alongside some of the best minds in Customer Success to build the next generation of AI agents that will truly transform how businesses engage with their customers. It’s an exciting new chapter for us to scale our vision in a way only Gainsight can make possible.”
Looking Ahead
For those keeping score at home, yes, this is our fourth acquisition in 4 months. Not that anyone’s counting. 😉
Behind the pace is a purpose: to build an agent-first future that’s usable, intelligent, and built to make a real difference for the people doing the work.
It’s an honor to welcome Josh, Ricardo, Sergey, Thiago, and Jenny Calvert to the Gainsight family. We’re energized by what’s ahead and can’t wait to see what we’ll build together.
The best part? We’re just getting started.
Stay tuned as Atlas evolves into the most advanced family of AI agents in the industry.
-Chuck Ganapathi, President and COO
Want to See Atlas in Action?
Curious to go deeper?
- The official news → Read the Atlas announcement
- Peek under the hood → See what Atlas can do
- The long game → Our leadership’s POV on going agentic
- The real nitty-gritty → Watch the deep-dive on agentic maturity
