Webinar Series

The New Rules of CS

Turn CS into a true revenue engine.

Four professionals from Gainsight—Taylor Johnston, Jared Block, Brent Krempges, and Kelsey Bennett—pose smiling on a blue background to promote the Webinar Series: New Rules of CS. Each is labeled with their name and title.
A minimalist image with a light gray background, featuring a thin, blue, curving line that loops upward from the lower left corner, ending in a small blue dot—symbolizing the growth of customer communities. Another curved line appears in the upper right corner.

In this webinar series, Gainsight leaders break down the operating model shift modern teams are making to turn CS into a true revenue engine. Across onboarding, adoption, risk, and expansion, you’ll learn how to connect signals to action, build segment-based coverage that actually scales, and create a system that makes retention predictable across your entire business.

A smiling man in a suit jacket and white shirt is featured against a blue background with “WEBINAR” text and his name, Brent Krempges, Chief Customer Officer at Gainsight, displayed in a box on the left, highlighting customer success.
On-Demand Webinar

The New Rules of CS: Rebuilding for Revenue and Outcomes

As CS takes on greater ownership of retention and expansion, they’re no longer being measured on effort and activity. That’s why in 2026, CS is…

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A smiling person with curly reddish hair wearing a light gray jacket is shown on a blue background. Text reads: "WEBINAR. Taylor Johnston, Senior Director, Gainsight Advisory Services—expert in customer success.
On-Demand Webinar

The New Rules of CS: Treating Onboarding as a Revenue Predictor

Brent Krempges kicked off this series with the bigger shift: CS is no longer measured by activity alone. It’s measured by revenue impact, retention, and…

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A man with light skin, red hair, and a beard, smiling at the camera, is shown on a blue background. Text reads: "Jared Block, Customer Success & Sales Leader, Gainsight." "Webinar" appears in the top left corner about predicting retention.
On-Demand Webinar

The New Rules of CS: Stop Tracking Adoption. Start Predicting Retention

If you’re just measuring logins and clicks, you’re not actually tracking adoption. You’re just reporting. Most adoption metrics measure logins and clicks, which were useful…

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A woman with long blonde hair, wearing a navy blue blouse, smiles in front of a blue background. Text reads, "WEBINAR. Kelsey Bennett, Principal CSM, Gainsight—discussing CS risk signals and action.
On-Demand Webinar

The New Rules of CS: Turning Risk Signals Into Action

Risk is showing up earlier and faster than most teams can keep up with. Signals are everywhere, but more visibility can make it harder to…

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A woman with long, wavy blonde hair, wearing a light-colored top, poses in front of a light blue background. Text reads: "Shannon Reynolds, Director, Renewals Management, Gainsight." Webinar icon shown above. Customer success strategies highlighted.
May 12, 2026 at 9:00 am PT Webinar

The New Rules of CS: Building a Renewal Engine That Doesn’t Rely on Heroics

Most renewal conversations start too late, and by the time someone steps in, the outcome is already shaped by months of missed signals. In this…

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A smiling man in a checked blazer is shown on a blue background with webinar graphics. Text reads: “Matt Middleton, Director of Customer Account Management, Gainsight.” Discover insights on customer success signals.
June 9, 2026 at 9:00 am PT Webinar

The New Rules of CS: Identifying Early Expansion Signals

Expansion is becoming harder to earn. In a market where it’s easier than ever to build and switch between products, growth doesn’t come from timing…

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