Taking CS Into the Agentic Future: A Decade of Evolution
Explore how AI and Agentic systems are reshaping the way leading companies drive growth and serve their customers.
Where We Are Now
The Agentic Future of CS
In today’s market, growth doesn’t come from just landing new logos. It comes from delivering customer value and expanding existing relationships—and doing it efficiently. But managing hundreds of customers at scale, ensuring their success, and capturing the right signals to track impact has become impossible for historically manual efforts.
That’s why the most forward-looking revenue and CS leaders are turning to AI and agentic systems to unlock customer intelligence at scale. AI doesn’t just offer another customer dashboard. It brings dynamic, embedded copilots that surface risks, alerts that identify expansion opportunities, and the insights and automations teams need to act in real time.
AI-powered teams don’t wait for NPS surveys or quarterly business reviews. They’re always on, always ready—because AI is continuously analyzing, prioritizing, and prompting the right customer action.
0%
of B2B revenue comes form existing customers.
AI-powered insights ensure you stay ahead of risk, strengthen relationships, and spot expansion opportunities before your competition does.
The Evangelists
Rally Around AI-Driven Revenue
Gainsight is leading the next shift in CS and post-sales growth—giving CS teams, CROs, and RevOps the AI-powered insights they need to keep and grow their customers. Early adopters of AI customer intelligence tools like Staircase AI are already seeing the tangible business impact.
Agentic CS = higher retention, faster action, smarter growth
Hint:
0%
0x more visibility into customer relationships. Tangible ROI that brought exec alignment across GTM.
0x
AI surfaced early churn risk before customers raised concerns, helping CSMs prioritize actions that saved accounts.
0ptRenewal Increase $0M+in pipeline
AI Cheat Sheet helped surface high-impact actions, driving smarter engagement and stronger revenue outcomes.
More Accurate Customer Health Scores
AI-powered scorecards helped surface the right metrics—like support tickets—to proactively spot risk and improve retention.
Took the Guesswork Out of Risk Management
The AI Cheat Sheet identified key signals to watch, helping CSMs prioritize actions and reduce preventable escalations.
Investment with an impact.
We examined Bessemer Venture Partners’ Cloud Index and found that Gainsight customers grow faster and have higher net retention than their peers.
- Compare Gainsight customers → 20 Gainsight customers grew revenue at 40% after adopting Gainsight, and increased share price at ~45%.
- To Non-Gainsight customers → 21 companies that did not use Gainsight and had at least three years of publicly available financial data. They grew revenue at 32% and share price at 30% in the last twelve months.
- How value-based selling impacts NRR → Gainsight usage explains 13% of the variation in their NRR, which is 10% higher than non-Gainsight customers’ average of 107%.
When Gainsight becomes the connective tissue across CS, Sales, and Revenue Ops, every team works from the same insights—and accelerates enhanced outcomes.
NRR of 0%
Gainsight customers on the Bessemer Venture Partners’ Cloud Index have an average
How We Got Here
Take a journey through the evolving maturity of Customer Success teams and technology, and discover how teams have doubled down on existing customers in the era of AI and growth at scale.
The future isn’t just automated. It’s agentic.
And it’s already here.