Pulse 2025 kicked off today in Las Vegas and was nothing short of magical—and we mean that in every sense of the word. Inspired by the beloved musical Wicked, Gainsight’s keynote wove together a tapestry of innovation, humor, and cutting-edge AI technology. While we didn’t quite summon Glinda the Good Witch or send Elphaba soaring on a broomstick, we did embark on a yellow brick road of discovery, learning, and connection with customer success and revenue professionals worldwide. For those who couldn’t join us, here’s a recap of the highlights—and trust us, they’re wicked good.
Nick Mehta’s Vision: From Do More With Less to Do More with Agents
CEO Nick Mehta kicked off the keynote with his signature mix of humor and insight, diving straight into the challenges Customer Success (CS) teams face today. Do more with less has become the mantra of every CFO, and Mehta candidly acknowledged how taxing it’s been for teams trying to meet growing customer demands with shrinking budgets. However, he didn’t leave us stuck in the poppy fields of despair. Instead, he offered a path forward—leveraging agentic AI to not just survive but thrive in this new landscape.
What if, Mehta mused, teams could hire AI agents to tackle repetitive, time-consuming tasks? What if we could free up human talent to focus on what truly matters—building deep relationships and driving value for our customers?
This idea isn’t pie-in-the-sky. Gainsight’s newly launched Atlas AI Agents already demonstrate how this vision can come to life. Take Staircase AI, for example. It analyzes every customer touchpoint—emails, Slack conversations, support tickets, and more—and turns fragmented data into actionable insights. Companies that have deployed Staircase AI are reporting 3x growth in retention and expansion programs.
And that’s just the beginning. Gainsight unveiled an entire family of agents, as part of our Yellow Brick Roadmap to the Agentic Future, to handle everything from risk identification to renewal management, adoption tracking, and even community moderation. AI agents are climbing out of our computers and into our workflows, enabling us to do what was once unthinkable. In today’s keynote, Mehta inspired us with the question: “What does it look like when we’re leveraging agents to their fullest?”
Real-World Stories From Gainsight Customers
Of course, no Gainsight keynote is complete without shining the spotlight on our customers—because your success is what powers our innovation. We featured some incredible customer stories on the keynote stage today, including SAP and Klaviyo. Let’s take a deeper look at two customers who shared their stories today: Rockwell Automation and Docusign.
Angel Rogers, Head of Global Customer Success and Renewals, Rockwell Automation, shared how Staircase AI transformed her team’s approach to escalations. With Staircase’s proactive risk identification, Rockwell’s managers are able to catch problems early and support their Customer Success Managers (CSMs) before issues spiral out of control. This shift from reactive to proactive engagement has been a game-changer for her team, and Rogers noted that Rockwell is already seeing tangible ROI. For a 122-year-old company, Rockwell’s early adopter status and fast success with AI is especially remarkable.
Then there’s Docusign, a company known for scaling CS to serve its massive long tail of users. Brian Smith, GVP of Global Renewal Management, Docusign, described how Gainsight’s Renewal AI Agent is helping his team not just automate, but amplify outcomes. By tackling low-touch renewals with hyper-personalized outreach, Docusign has freed up time for its team to focus on higher-value strategic work. These moves have elevated the work the team is able to do. Let’s face it: We’re all a little worried about AI taking our jobs. But, as Smith succinctly put it: “This isn’t about replacement; it’s about job enhancement.”
Both stories highlight how Gainsight’s agentic AI isn’t just solving tactical problems—it’s unlocking strategic opportunities for growth, scalability, and deeper connections with customers.
Introducing CustomerOS: A Complete Reimagination of the Customer Journey
Pulse 2025 also marked the official launch of Gainsight’s CustomerOS platform. “It’s not just a rebrand; it’s a reimagination of the customer journey,” said Chuck Ganapathi, President and COO, Gainsight.
What does that mean? Traditionally, SaaS companies have mapped their customer journey through the lens of their own processes: land, adopt, expand, and renew. But this framework reflects a vendor-centric perspective, not a customer-centric one.
CustomerOS flips the script. It’s built around the journey your customers are actually experiencing: land, learn, adopt, connect, and succeed. Gainsight’s suite of products aligns perfectly with this model:
- Skilljar empowers customers to learn with on-demand courses and certifications.
- Gainsight PX drives adoption with intelligent in-app engagements and analytics.
- Customer Communities helps customers connect and learn from their peers.
- Gainsight CS ensures they achieve their desired outcomes.
- Staircase AI surfaces relationship health and risks, so CSMs can act fast to steer customers toward success.
Now, add the Atlas family of AI agents to the mix, and you have a single operating system capable of orchestrating the entire customer journey—from onboarding to value realization.
The Emerald City of Customer Success
So, what does the Emerald City look like when Customer Success teams leverage agentic AI to its fullest potential? Mehta painted a compelling picture:
- Customer Success Managers shift from reactive firefighting to proactive value delivery.
- Product teams stop churning out features for the sake of it and instead focus on adoption and user outcomes.
- Education teams turn customers into product experts who genuinely want to learn.
- Community Managers stop spending hours moderating posts and instead focus on connecting people.
And most importantly, customers themselves become empowered to achieve their goals with the help of intelligent, personalized AI agents working alongside them.
Pulse celebrates what’s possible when technology meets community. As Mehta closed the keynote, he acknowledged the mix of excitement and apprehension many of us feel in this era of rapid AI innovation. But he reminded us of one simple truth: “You are braver than a lion to get through this. You are smarter than a scarecrow, and you’re here because you have more heart than any tin man out there.” Together, we’ll navigate this new frontier and make AI-powered Customer Success truly magical.
As we head down the yellow brick road, one thing is clear: there’s no place like Pulse.
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