Long-term, sustainable growth requires a thriving customer base. Beyond upsells and expansion opportunities, existing customers build the foundation of the community that surrounds each company. A strong community can help foster relationships, drive feature adoption, and act as references for potential customers. In other words, an active, engaged community is... read more →

If your AI strategy starts and ends with drafting emails, then you're not alone. While AI continues to make headlines, it's still shrouded in mystery. And as a customer success (CS) leader, if you don't understand the differences under the hood, then you're leaving insights, productivity, and revenue on the... read more →

As a customer success (CS) leader, you don't need to tell your Chief Revenue Officer (CRO) that CS supports customers; they already know that. What you need to do is prove the business impact of CS. However, speaking purely in terms of retention, adoption, and relationships won't cut it. You... read more →

Adopting new solutions involves more than sitting through a few training modules—and this is particularly true for Customer Success (CS). In fact, much of the work to make the switch successful happens before companies even sign a contract. CS teams need to evaluate their needs, prepare their employees, and figure... read more →

Successful executives aren’t made overnight. They earn those positions by knowing how to connect to customers, build relationships, and drive results for their organization. But as responsibilities grow, the time to do that work gets squeezed. That’s where using AI like an Executive Assistant (EA) comes in. It gives execs... read more →

Today’s executives are experiencing an incredible amount of decision fatigue. In fact, according to Forbes, 7 out of 10 executives say burnout is negatively affecting their ability to make thoughtful, proactive decisions. Two factors contribute to the sense of overwhelm. First, the customer experience is more complex than ever. Second,... read more →

Many Customer Success (CS) leaders are at an inflection point: Can we build what we need for Customer Success inside Salesforce—or is it time to invest in something purpose-built? It’s a classic debate. CRMs are already in place and familiar with go-to-market (GTM) teams. But as Customer Success (CS) becomes... read more →

For years, revenue growth was fueled by net-new logo acquisitions. Fast-forward to the post-ZIRP (zero interest-rate policy) era, and that model is less sustainable. As Nick Mehta, CEO, Gainsight, said during Revenue Unplugged: “You can’t out-hunt the leaky bucket anymore. It's about keeping and growing your existing customers.” Buyers are... read more →

There’s something that happens when you sit in a post-sale leadership seat long enough. You start thinking in functions. In roadmaps. In metrics. But here’s the mindset shift we’re inviting you to make today: Your customers don’t experience your company through departments, job titles, or tech stacks. They experience your... read more →

Welcome to the grandest—or Grande-ist —stage of Customer Success: Pulse 2025!  Set against the dazzling backdrop of Las Vegas, a city synonymous with dreams and possibilities, our conference, themed around the beloved musical Wicked, promises to enchant and empower. On May 28th and 29th, Gainsight invites you to transform into... read more →