Agentic Customer Success

Built in, not boxed in.

Start with the customer context, agents, and CS workflows you need from day one, then adapt and extend them around how your business actually operates.

Animated hero. A scan beam sweeps across the Kensington Law Firm account and reveals the dashboard. The Risk Analyst, Renewal Agent and Expansion Analyst then appear one by one with Slack, Claude and CRM cards.

The New CS Operating Model

One customer story.

People and agents in sync.

Give people and agents the context to understand the customer, know what matters, and take the right action.

Data from Gainsight CS and Slack flows into a central Google-branded AI tool, highlighting a risk alert for Kensington Law within the customer success platform.
Mind map with Kensington Law in the center, connected to App Usage, CRM, Meetings, Emails, Tickets, Chat, and Public categories within a customer success platform.

Give everyone the entire customer story.

Bring usage, health, goals, relationships, conversations, sentiment, and commercial context together in one place.

A diagram showing Kensington Law connected to Health, Sentiment, and Commercial categories, with an alert box displaying “Usage down 32%” and a second box indicating “Champion left” within this Gainsight CS and Staircase AI view.

Know what matters.

People and agents work together to spot what changed, understand why, and know where attention is needed.

A diagram showing Kensington Law in the center, connected to stakeholder change on the left and your team, digital journey, and agents on the right, integrated within a customer success platform.

Turn insights into action.

Put the next step in motion through your team, a digital journey, an agent, or a connected system.

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A woman in a beige coat sits on a patio with a mountain landscape in the background.
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Headless CS

Gainsight doesn’t stop at Gainsight.

Bring Gainsight customer context and actions into the systems, AI tools, and workflows your teams already use.

A workflow diagram showing Customer Signals flowing into a Kensington Law profile within the Staircase AI platform, generating Shared Customer Intelligence that triggers actions for Gainsight CS agents.
A Gainsight CS diagram shows a central circular icon with a “G” and sparkles, connected on the left to buttons for “Health,” “Relationships,” and “Timeline,” and on the right to a “Run playbook” button.

Work in Gainsight

Run the views, workflows, journeys, and actions your CS team relies on every day.

A Gainsight CS chat interface showing a query “How is Kensington Law doing?” and a response stating “Steady, but there is an unresolved support issue.”

Work beyond Gainsight.

Bring Gainsight context and actions into other AI experiences and systems through MCP and integrations.

A Gainsight CS logo connected to a command-line interface window displaying account health, renewal risk, and goal status for Kensington Law within a customer success platform.

Build on Gainsight.

Build custom applications and workflows on the same customer foundation with APIs, CLI, and developer tools.

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Agentic CS

Agents that already understand the work.

Start with specialized agents built for Customer Success, then turn the way your team works into reusable skills and workflows.

A Staircase AI dashboard showing a Success Plan update task and a Post-call follow-up skill card, with a cursor clicking a “Yes, do it” button.
Handoff Analyst

Start post-sale with the story already understood.

Turn pre-close conversations into goals, commitments, concerns, stakeholders, and the context your team needs to get onboarding right.

Risk Analyst

Spot risk before it becomes obvious.

Surface emerging risk, explain what changed, and recommend what to do next.

Expansion Analyst

Find growth signals worth going after.

Surface credible growth opportunities and the customer signals behind them.

Agent Studio

Build around the work that’s unique to you.

Turn your team’s best practices into reusable skills and workflows.

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Core CS Motions

A lot can happen between signing 
a customer and keeping them.

Bring richer context, specialized agents, and smarter action to every stage of the customer journey.

Onboard & Adopt

Turn the sales handoff into a head start.

Carry goals, commitments, stakeholders, and sales context straight into onboarding, so every customer starts with a clearer path to value.

A smiling man holds a tablet while surrounded by floating digital project management cards and process flowcharts, reflecting the tools of a Gainsight CS customer success platform.
Manage Risk

Catch trouble while there’s time to change it.

Add conversations, sentiment, engagement, and relationships to health and usage signals to catch risk earlier, understand why, and act.

A professional working at a desk with a Gainsight CS dashboard overlaid to display churn risk, health scores, and suggested next actions.
Renew & Expand

Make retention the result, not the scramble.

Connect health, adoption, value, relationships, and commercial context to see where revenue is at risk and where growth is real, even across complex accounts.

A woman with arms crossed stands before digital interface overlays showing business growth signals, CRM account details, and a team notification for a new opportunity on a Staircase AI customer success platform.
Deliver & Prove Value

Make customer value visible.

Keep goals, milestones, adoption, and outcomes connected so teams and customers can see progress and agree on what comes next.

A woman sits in a chair while Gainsight CS project tracking overlays float beside her, displaying goals, progress bars, and status updates for a client named Huntington Industries.
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Built to fit how you operate

Enterprise depth without starting from scratch.

Support products, regions, business units, segments, teams, and complex customer relationships without replatforming as your business evolves.

  1. 01

    Model the business you actually have.

    Model complex accounts, products, business units, regions, and relationships without forcing them into a one-size-fits-all structure.
    A Staircase AI dashboard for Kensington Law Firm showing an ARR of $1.84M and a list of three business units, each with products, internal relationships, and a designated champion.
  2. 02

    Start with the hard parts already built.

    Use proven customer models, health frameworks, workflows, governance, and CS practices instead of rebuilding the foundation yourself.
    A Staircase AI settings menu showing “Workflows” enabled, with a green toggle switch and the subtext “CTAs, playbooks, and journeys.”
  3. 03

    Scale AI without loosening control.

    Apply permissions, security, governance, and data controls across users, agents, AI workflows, and connected systems.
    Gainsight CS admin dashboard displaying a table of Permissions & Governance rules for user roles and system connections, with toggles to enable or disable each setting within the customer success platform.
A Staircase AI dashboard for Kensington Law Firm showing an ARR of $1.84M and a list of three business units, each with products, internal relationships, and a designated champion.
A Staircase AI settings menu showing “Workflows” enabled, with a green toggle switch and the subtext “CTAs, playbooks, and journeys.”
Gainsight CS admin dashboard displaying a table of Permissions & Governance rules for user roles and system connections, with toggles to enable or disable each setting within the customer success platform.