Each year, we look for standout achievements in our community, and every year, you deliver. The 2026 GameChanger Award winners are teams that used Gainsight creatively to help their organizations better understand customers, identify ris...

Pulse 2026 started today in Las Vegas, where we pulled back the vines to reveal an undiscovered treasure trove of retention. Post-sales professionals from around the globe gathered at the keynote stage to hear from Gainsight leaders and ...

Explore customer self service trends for 2026. Turn resolution into retention. The post Customer Self Service Trends to Watch in 2026 appeared first on Gainsight Software.

Scott Barker helped scale Outreach from $20 million to $250 million ARR, raised $100 million for his own venture fund, and then had a panic attack. He sold everything he owned, put what was left in a backpack, and spent four months in In...

AI is changing Customer Success (CS), and now the main question is not if teams will use it, but where it can make the biggest difference. Rob Edmondson, Ironclad’s Chief Customer Officer, believes you should begin with your existing dat...

Learn how to calculate customer retention rate with a formula, example, and industry benchmarks. The post How to Calculate Customer Retention Rate & Benchmarks appeared first on Gainsight Software.

If you ask Pradeep Raman how his team measures Customer Success (CS), he won’t talk about health scores or NPS. Instead, he focuses on the percentage of customers who committed to a deployment and actually finished it on time and at full...

What happens to growth when customer value and revenue are managed by different people with separate goals? Brad Casemore, Chief Customer and Growth Officer at PartsSource, has a clear answer. Nine months ago, he combined the CCO and CGO...

Your AI tools act smarter when they know your customers. And AI tools like Claude are becoming the daily working environment for more revenue and post-sales teams. Teams using Claude’s native integrations can now find and leverage Gainsi...

The 2026 customer experience conference calendar is packed. Not every event is worth your time or travel budget. The right choice depends on your role, your priorities, and what you plan to do with what you learn. This guide covers which...

Ask most CSMs what makes them good at their job, and they’ll tell you some version of the same thing: they know their stuff. They’re well-versed in the product, its use cases, industry benchmarks, and workarounds. That knowledge took tim...

As I write this, four astronauts are doing something no human has done since 1972: looping around the Moon on Artemis II, 252,756 miles from Earth, navigating genuinely uncharted territory. One of them—Victor Glover, the mission pilot—is...

Churn doesn’t usually come with a warning. When a customer skips a QBR, stops responding on Slack, or sends the dreaded “we’re evaluating our options” email, their decision is often already set. The signs showed up months before, but you...

Your NRR hits 115% and the board approves. Then two enterprise accounts pause expansion. Suddenly that number feels less solid. Strong net revenue retention looks like validation—until a few large accounts stop growing and the total hide...

The traditional Customer Success (CS) model was built for a different era of software companies. The shift to usage-based pricing, the rise of non-technical users, and the rapid expansion of AI tools are forcing CS leaders to rethink the...

The conventional wisdom around AI and Customer Success (CS) goes something like this: automation handles the repetitive work, and CSMs get to focus on higher-value activities. Fewer manual tasks, more strategic conversations. Efficiency ...

Most companies treat an AI rollout the way they’d treat any other software deployment: buy the licenses, enable the accounts, send the onboarding email. Then they wait for adoption to follow. But what happens when it doesn’t? Christina M...

If a customer asked, “What happens next?” would every team give the same answer? After the demo. After the contract. After onboarding. After the first login. In many SaaS companies, each team owns a piece of that story. Marketing owns aw...

NPS scores, health dashboards, adoption reports. CS teams have long used these sentiment and engagement metrics to show value. But we’ve entered an era where retention has become existential. Those signals are useful, but they rarely mak...