For SaaS companies, survival and growth hinge on a simple but powerful truth: 75% of revenue, on average, comes from expansions and renewals, according to Forrester. This reality underscores a seismic shift in how companies must approach their growth strategies. While acquiring new customers remains important, long-term success now depends on unlocking the revenue potential

Let’s face it: Digital Customer Success (Digital CS) has become table stakes for any organization looking to scale their CS function, while ensuring all customers receive the same white glove service as their highest ARR accounts. If you haven’t heard the news: Digital CS is no longer a segment-specific tactic, like what was once called

Customer Success (CS) teams face the ongoing challenge of managing vast amounts of data and identifying risks before they escalate into customer churn. However, customers don’t always vocalize their concerns, leaving gaps in visibility that can impact retention. Enter team agents—AI-powered teammates designed to surface hidden risks, optimize resource allocation, and ensure teams stay ahead

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