Gainsight

Customer success is a people business. We’re building AI so those people have more time for their people. So all the people win. Speaking of winning (toot toot!) we’re pumped to share that Gainsight has been named a Leader in the 2026 Gartner® Magic Quadrant™ for Customer Success Management Platforms. 🎉 What this means for the teams we serve: Less busywork, more relationship work. AI agents handle routine tasks and eliminate manual handoffs, so your CSMs spend their time where people matter most. No account left behind. AI-assisted engagement spots risk and monitors health across the long tail of customers who don’t have a dedicated touchpoint. Customer intelligence that goes wherever you go. With our MCP Connector, CLI, APIs, and zero-copy integrations with platforms like Snowflake, your customer data works across your whole tech stack, with governance built in. A community that makes everyone better. From Pulse to research to playbooks to certified CS talent, you get peer benchmarks and proven practices, not just software. Our biggest thanks go to our customers, who push us to be better every day, to our partners, to the global CS community that makes this work meaningful, and to the Gainsight team that built it all. And buckle up because we’re just getting started. Read more about it here: https://lnkd.in/ggZhjf2g

A member posts an idea and eight months later all you get is a “Hello?” 🦗🦗 We’ve all been there. But don’t forget, your members are always telling you exactly what they want you to build. And when nobody owns what happens next those ideas pile up, updates stall, and people start wondering if anyone is listening. We just shared this story at Pulse Europe: our idea backlog had been sitting around forever, so we rebuilt it with clear owners and timelines for responding to people and suddenly every idea had legs and somewhere to go. And on Oct. 28 at 9am PT, we’re bringing that conversation to you: How to Turn Community Feedback Into Product Decisions Join Revathi A Menon and Jenny Weigle-Bonds for what worked, what needed rethinking, and how to: → Give feedback a clear owner → Turn a crowded backlog into useful product insights → Keep members updated—even when the answer is “not yet” Because every idea deserves some followthrough. 📅 Oct. 28 | 9 AM PT / 12 PM ET / 4 PM GMT RSVP today here: https://lnkd.in/g2UkifEc

Imagine this: you can build training, measure adoption, and turn community insights into action, all from your AI assistant, across your Gainsight products. The Gainsight MCP servers for Skilljar, Customer Communities, and Product Experience are now generally available. Here's what we showed on the Pulse Europe stage: Publish a Skilljar course for a new feature, right from Claude. Two weeks later, ask how adoption's going. PX says 352 accounts are adopting, but 1,400 are stuck at setup. Ask the community why. Claude then finds the questions that keep popping up, drafts replies from your knowledge base, and boom, it hands Product a fix-it list. That used to be a 3-week sprint. Now it's one afternoon. Huge. And that's just one workflow. Learn more at https://lnkd.in/gcKY7vHV Watch the demo and see how it all connects the dots.👇

Cold and cloudy in London, but we had that first-day-of-summer feeling at Pulse Europe yesterday. Can’t wait to get out there and do all the things. And we’ve got lots to do, for sure. We talked about how we’re helping people and AI agents work together, moving beyond per-seat pricing, and taking responsibility for retention outcomes through Atlas, all with big ideas and with that ‘just-heard-the-ice-cream-truck’ excitement you’d expect from Gainsight. Every team helping customers succeed needs access to the same customer context. And however you want to put it to work, you have options: 🛠️ Build. Connect your own AI agents to Gainsight’s customer context through MCP, with no charge for access. Bring your ideas. We’ll bring the context. 💙 Buy. Next year, Gainsight CS moves to value-based pricing that scales with the ARR and number of customers managed through Gainsight, with Staircase AI included. 🤝 Hire. Atlas pairs AI agents with Renewal Agent Managers to manage long-tail renewals, with results tied to the contract. We now manage more than $75M in customer ARR, with over 7,000 agentic interactions so far. And Agent Studio is now in beta: basically, you describe a workflow in plain language, reuse it across your team, and approve every action before it happens. So give your whole team the context to help, take busywork off their plates, and hold us accountable for the outcome or results. As AI takes on more of the work, human judgment, care, and connection become even more valuable. And that’s a future worth building together. Learn more about our new value-based pricing: https://lnkd.in/g5WrcseT And more about our new AI-Native Services model for retention: https://lnkd.in/gVv_2XWq

Major plot twist. Chuck’s onto something bigger than buried treasure because the next big opportunity in Customer Success is unlocking more value for the customers we already have.

Badge pickup at Pulse Europe tomorrow. Get excited! Speaking of badges….Before our lives in Customer Success, we all had other jobs. And some of us have the badges to prove it. We asked our presenters to dig theirs up.... 🪪 A contractor badge with a lot of confidence (thanks, Brent Krempges) 🪪 An NFL badge that came with an Emmy award (nice Josh Schachter) 🪪 A LexisNexis ID that looks like the HR director for James Bond (well done, Alison Lynch 🪪 And a badge with no company name. We have no idea what company this is for, Jason Hersh, but you're owning that badge pic. And where we had no badge photo, we got creative with AI. 🪪 Our Replenishment Strategist (shelf stocker), Dan Green got an AI-generated badge that’s looking a bit like Chris Pratt. 🪪 Our favorite Denny’s marketer, Marilee Bear did not get the AI-Aqua-Net-mall-bangs she requested because too much hairspray broke the AI. At any rate, every one of us started somewhere that had nothing to do with this job, and now we’re all sort of figuring out what our role looks like from here on out. Can't wait to discuss where CS is headed at Pulse Europe, and what it means for the badge you’ll be wearing down the road.

Okay, so I don’t want to brag. But I’m going to, because it’s not my number, it’s Zendesk’s. Their community members are engaging with search results at 6.5%. The industry average is 2-4%. 🤯 That’s not 'pretty good' ... that’s 'wait-are-we-sure-that’s-right' good. (We checked. It’s right.) So what’s the secret? Honestly, it’s less of a secret and more of a really smart integration: the Forethought AI Agent for Gainsight Customer Communities, now generally available. At #PulseEurope, we’ll walk through the whole thing: how it works, how we use it in our own community, and how Zendesk is making it sing. Come hang out in London and have some tea with us. 👉 If you haven't already, register for Pulse --> https://lnkd.in/e6RS--_F

Ok, everybody. Glasses up for this one. The 2026 Pulse Europe GameChanger winners are here. We were going to play it cool, but someone brought an airhorn. 📣 And honestly, using our inside voice here just doesn’t feel right, so let’s MAKE SOME NOISE FOR THE WINNERS! CONGRATULATIONS! The AI Visionary — SAP. For getting in the room, pushing our thinking, and helping shape what we build next. The Adoption Accelerator — OVO. For helping customers get started, find value faster, and keep going. Customer Success Transformation of the Year — SUSE. For rethinking how their team delivers success, from the inside out. The Digital Architect — Lansweeper. For making customer engagement feel personal, even at scale. The Intelligent Innovator — Xceptor. For taking AI beyond the interesting idea and putting it to work. The Retention Champion — TrendMiner. For paying attention early and giving customer relationships room to last. The Rising Star — PVcase. For making a big impact in a remarkably short time. Winners, we hope you’re taking a minute to enjoy all of this. Permission to brag about it, granted. We’re feeling an infinite amount of pride right now for you all. Tag your teammates. Share the news. Practice your wave. Get pumped and we’ll see you on the Pulse Europe keynote stage.