Every community leader I know has been here: you launch a new space, excitement builds, and soon a few standout members rise to the top. They’re answering questions, welcoming newcomers, and sharing helpful tips & tricks. You recognize them, give them a badge, do some shout-outs, show them some love. And then… it stalls. Not

Are you tuned into [Un]Churned, the number-one podcast for all things customer retention and success? If not, what are you waiting for—run, don’t walk to [Un]Churned by Gainsight.  In last week’s episode, [Un]Churned host Josh Schachter, SVP and GM of Atlas at Gainsight, unpacks what really happens when AI becomes your teammate—complete with some jaw-dropping

It only takes one great conversation to change the way you see your work. If you have ever found unexpected answers or support from someone in your professional network, you already know the magic of connection. Imagine what could happen if you brought all those insights together in one place. That’s the real power of

Every time the internet shifts, communities are forced to ask: does this change make us less relevant, or more? Zero-click search and the rise of AI-driven answers might look like another threat, but I see it differently. My friend Brian Oblinger recently made the case that communities are more essential than ever because they’re fueling

AI agents don’t replace your strategy. They bring it to life—but only if you’re ready to guide them. That’s a truth most teams know in theory, but struggle to apply in practice. This results in a wave of AI excitement followed by stalled pilots, disconnected data, and teams wondering what all the hype was for.

Customer success (CS) teams have the potential to be key revenue drivers for businesses, but common missteps often hold them back. As Gainsight’s Chief Revenue Officer Marilee Bear puts it, “operationalizing CS isn’t just a nice-to-have—it’s critical for growth.” With the right structure, technology, and alignment, CS can move beyond churn prevention to play a

[Un]Churned has earned its reputation as the go-to destination for all things customer retention and success. Hosted by Josh Schachter, SVP and GM of Atlas at Gainsight, the show explores actionable strategies and cutting-edge ideas shaping the future of customer success (CS). Last week’s episode features a dynamic duo of experts: Jeffrey Bussgang, General Partner

Customer Success (CS) teams today face challenges in managing large volumes of data, identifying risks, and ensuring customers are successful with the product or service. While traditional approaches to CS often rely on reactive measures, the emergence of agentic AI offers an opportunity for CS to take on a truly proactive role. AI-powered customer agents,

Winning a new customer is only the beginning of the journey. How you welcome and guide them can make or break the customer journey and lifecycle. If you have ever scrambled with what comes next after the contract is signed, you are not alone. A customer onboarding template takes away the guesswork, helping you build

Ever notice how the smallest signals from your customers can predict the biggest changes in your business? If you’re not paying attention to the right customer success metrics, you could miss the early warning signs or the hidden opportunities waiting in plain sight. Customer success metrics help you see what’s working, spot trouble before it