In the land of customer success (CS), it often feels like we’re navigating through a world as complex and enchanting as Oz itself. For those of us who work to create exceptional customer experiences, we know what it feels like to be stretched thin—like Elphaba from Wicked, a misunderstood and underestimated figure who secretly holds

The SaaS industry is undergoing a profound transformation. While new customer acquisition has long been the centerpiece of growth strategies, the rising cost of acquisition and an increased focus on profitability are shifting the spotlight to renewals and expansions within the existing customer base. In this new landscape, Customer Success (CS) is no longer just

When your Customer Success team starts feeling like Bill Murray in Groundhog Day—reliving the same onboarding questions, delivering the same training sessions, and answering the same support tickets day after day, it’s not an extreme case of déjà vu. It’s a flashing neon sign that something needs to change. Whether it’s customers asking for the

I’ve seen a lot of community teams spin up groups with the best of intentions … and then watch them quietly fizzle out. And yet, groups are one of the most flexible, powerful, and under-leveraged tools for community-led growth. I get a LOT of the same questions from community builders trying to breathe life into

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.

AI is fundamentally reshaping how customer-facing teams operate, and nowhere is this transformation more evident than in customer success (CS). During Gainsight’s recent webinar, Reaching Agentic Maturity: The Path to Agentic Scale, Nick Mehta, CEO of Gainsight, and Brent Krempges, CCO of Gainsight, laid out a compelling vision for the future of AI agents in

Few moments in the customer journey carry as much weight as those first days after the sale. What you do next: how you welcome, support, and guide your new customers, can shape their entire experience with your company. If you want customers to stick around, rave about your product, and grow with you, getting customer

We’re excited to announce a major milestone for Gainsight: the opening of our new European Union (EU) AI datacenter in Germany! This development reinforces our commitment to supporting European businesses with world-class AI solutions, such as Gainsight Atlas and Staircase AI, designed to drive customer retention and growth at scale. For companies across EMEA, the

Gainsight CS has been recognized as a leader in the 2025 TrustRadius Awards. Trust Radius is a buyer intelligence platform for business technology. They enable buyers to make confident decisions, through comprehensive product information, in-depth customer insights, and peer conversations. Gainsight CS Wins a TrustRadius Award! “Gainsight earning a TrustRadius Top Rated award reinforces its

Last month at Gainsight’s Pulse conference, professionals from customer success, community management, and product experience gathered to explore the future of their fields. Among the many highlights was a workshop hosted by Seth Wylie, Gainsight’s Principal of Enterprise AI Transformation. The session, titled AI and the Courageous Art of Making a More Meaningful Day, focused