Community News

Customer education shouldn’t stop at onboarding.This playbook gives you proven strategies to drive product adoption, retention, and long-term growth.From scalable self-serve training to strategic content refreshes—these are the plays CE pros swear by. 📩 Download the playbook 📩

Not sure what to measure in your customer education program? You’re not alone.This guide breaks down the essential metrics every CE pro should track—covering adoption, engagement, impact, and business alignment. If you’re trying to prove value to leadership (or just want to make smarter decisions), this is your new favorite download. 🎯Get the guide 🎯

Turns out, community isn’t just “nice to have”—it’s mission-critical.This report dives deep into how CS and Community leaders are using community to scale success, accelerate product feedback, and drive expansion. Whether you’re running a mature program or just getting started, you’ll walk away with data-backed benchmarks and fresh strategies.Trends, benchmarks, and insights await⬇https://www.gainsight.com/resource/the-state-of-community-in-customer-success-2024-report/   

Hey there everyone,We’re back with a refreshed version of the Community news : From the Community Desk.It’s an opportunity for us to share key updates, spotlight amazing moments, and celebrate all of you who make this community what it is.This one’s a little longer than usual, but trust me—it’s packed with good stuff. Totally worth the scroll. 😉Let’s kick things off with a milestone worth celebrating: 🔥We’re closing in on 15,000 members!🔥 When I joined Gainsight nearly 3 years ago, we were just over 8,000 strong. Watching this family grow has been nothing short of heartwarming. 💜 ⚡Hall of Fame Let’s take a look at our shiny leaderboard! Our leaderboard highlights the all-time points of community members who’ve consistently shown up, helped others, and racked up some serious points over time. Customer Leaderboard Gainster Leaderboard ​@bradley  (Anaplan) ​@revathimenon  ​@DannyPancratz  (Unqork) ​@rakesh  ​@darkknight  (Relativity) ​@Kenne

Hi everyone, quick update on some maintenance and engineering work that we will start here very soon.  The Gainsight Community has been around for more than ten years, and in that time a lot of old content has accumulated.  In every community, it’s just a matter of time before you have to do some clean-up - and that generally means archiving.Our focus in the coming weeks will be Ideas.  We currently have 12,000 of them, many very old, outdated and with a low number of votes (fun fact: our oldest Idea is from February 2015!).  That kind of volume has an impact on search for all members, and makes it increasingly difficult for our Product teams to maintain an overview of important and popular ideas and close the feedback loop on them.  To make this work as low-risk and transparent as possible, we will move archived Ideas into a dedicated category that will remain publicly accessible.  So nobody will lose their content.  And any archiving we do can be reversed, if necessary (just in case

Hi everyone,Some of you might have noticed something new in our community recently.  We have completely redesigned our ranks system, and that means that you will now have a new rank connected to your member profile.In case you’re wondering what a rank is, it’s a ladder that you can rise up in the community through participation.  It’s a badge of honor for those who contribute to the community, and it helps everyone quickly get a sense of which members are the true experts.  You’ll know when you get a new rank as we’ll send you a nice message about it.    Ranks are based on thresholds that you reach through joining and participating in the community.  We won’t share the precise thresholds and data points behind our system, but here is a quick explanation of the titles and what they signify:Explorer. Everyone starts in the Explorer ranks (from ⭐️ to ⭐️⭐️⭐️), which are for members who have joined the community and potentially re-visited several times, but have not participated by creating

Ever feel like your team is stuck answering the same questions on repeat? We’ve been there, and it’s exhausting. That’s why we developed the eBook Empowering Customers to Take Success Into Their Own Hands. We want to help you and our community better help yourselves and free up your teams to focus on the bigger stuff. It has some super practical tips, like: Helping customers find answers fast (faster than we can hit "reply"). Adding support into workflows so naturally, it feels invisible. Creating a consistent, trusted experience at every touchpoint.Honestly, it’s a great read if you’re looking for ways to scale without burning everyone out. Check it out HERE if you are interested! Let us know what you think – would love to know how your team is tackling this!  

Let’s be honest: the old ways of doing Customer Success aren’t cutting it. Customers expect value today, and if we’re not meeting them where they are with online communities, academies, and in-app guidance, we’re falling behind.That’s where digital-led CS comes in. It’s about scaling smarter, creating meaningful post-sales experiences, and driving real ROI.Forrester just dropped a report on this exact topic, and it’s worth a read. It dives into:Why skipping digital post-sales investments could cost you big. How digital-led CS can help you scale without compromising customer value. The power of community, learning, and in-app guidance makes it all work.If scaling efficiently and driving ROI is on your radar for 2025, this report is a solid starting point.📥 GRAB IT HERE:  

If you’re like us, you’ve probably thought a lot about self-service lately. Customers want quick answers and easy solutions, and honestly, so does your team. But building a good self-service strategy? That’s a whole other challenge. That’s why we are bringing you our Essential Guide to Digital Self-Service, and it’s packed with practical advice for getting it right. It breaks down: How to design self-service solutions that actually help customers (and not just frustrate them). Ways to reduce support tickets while improving customer satisfaction. What a killer self-service strategy can do for your team’s efficiency and your bottom line.This guide is your instruction manual for scaling smarter and making self-service a win-win for everyone.📖 CHECK IT OUT HERE! 

🌟 Happy Community Manager Appreciation Day! 🌟  Today, we celebrate the unsung heroes who make our favorite online spaces welcoming and dynamic!Celebrating the superstar community managers behind some of the most unique & engaging communities out there🔥 - ​​@DannyPancratz ​@revote ​@juan.delrio @sarahmasterton-brown ​@Alistair FIeld ​@Ditte ​@security_lion  ​@Johnk ​@JeppePeppe ​@danielle.leroux ​@emiller ​@Laurenseife ​@Manouska ​@daniel.truman ​@timcavey ​@Daniele Cmty ​@dayn.johnson ​@jillian.bejtlich & many others! Thanks for all the energy and passion you bring to your communities and ours!🙏🏽We’ve sprinkled a little celebration on our homepage today to celebrate this special day!👀Don’t miss the festive confetti & pop-up when you visit our homepage (if you have a running session you might need to load in incognito mode to see it - we’ve made sure you only see it once!)—ehmm, a small token of our appreciation crafted with a bit of help from chatGPT & Canva. Than

 The results are in and your 2025 CS Ops Product Council is….Aaron Hatton, PVcase ​@aaronhatton Annie Moore, Infor ​@AnnieMo Brad Tippets, CS Solutions ​@tippetts Bradley Bazhaw, Anaplan ​@bradley Carol Keyes, BMC Software ​@Carol_Keyes David Person, Rockwell Automation, Inc. ​@bytor104 Dayn Johnson, Recorded Future ​@dayn.johnson Harika Singadi, Auditboard ​@Harika Singadi Heather Hansen, Acquia ​@heather_hansen Jon Parker, Commvault ​@jparker Kaleb Yurchak, Paycor ​@kalebyurchak Keith Mattes, GitLab ​@keith_mattes Manhar Walia, Wigmore IT ​@manharwalia Revant, Responsive.io ​@Revant_Amingad Romina Herrera, Appspace ​@romihache Sarah Miracle, Amplitude ​@sarahmiracle Spencer Engel, Forcepoint ​@spencer_engel Stuart Kilpatrick, Magnet Forensics ​@Stuart  Travis Floyd, Armis ​@travis_floyd Wayne Baker, IBM ​@wayne_baker Congratulations to all the outstanding individuals nominated and selected for our fourth annual CS Ops Product Council!These incredible individuals above have made a las

 Digital self-service isn’t just a nice-to-have anymore—it’s essential.Here’s how it can help your team:💡 Empower your customers: They want fast answers, and self-service delivers 24/7. Happier customers and fewer support tickets = a win-win.💡 Free up your CSMs: Let your team focus on renewals, upsells, and strategic conversations—not answering the same question for the hundredth time. Bonfire saved 2,000+ hours with a self-service strategy.💡 Scale smarter, not harder: Growing your customer base doesn’t have to mean growing your headcount. Self-service scales with you.💡 Stay ahead with AI: Proactively guide customers to solutions before they even need to ask. It’s like having an extra team member who never sleeps.  Are you curious how digital self-service could work for your org?Check out this blog for more details and learn about our self-service solutions  

 The 2025 GameChanger Awards Nominations are now open! The GameChanger Awards are designed to recognize and celebrate our customers leveraging Gainsight to change the game of customer success and experience for their companies, customers, teammates, and partners. A GameChanger is intuitive, always authentic, and never stops challenging the status quo. Sound like you? We thought so!This year's Categories are...The Architect (CC) The Challenger (CS) The Defender (CE) The Digital Customer Success Disruptor (Any Product) The Dream Team (Any Product) The Experience Maker (PX) The Transformational Leader (VP or above) (Any Product) The Visionary (AI) (Any Product)To see a full description of the award categories, visit the home page here.To enter into this competition, you need to submit your nomination for the category where you have seen substantial quantitative and qualitative results between Feb 2024 and Feb 2025. Winners and finalists will receive 1 free ticket to Pulse 2025 in Las Vega

Hi friends- Long time lurker, first time poster! I’ve spent the last 6 months building and launching our new customer community at Showpad on Gainsight CC. We’re now ready to hire a Community Manager to nurture and grow it! Are you a natural connector with a passion for fostering meaningful relationships? Do you thrive in a digital-first environment where storytelling and collaboration fuel growth? If so, we want you to join Showpad as our Community Manager! Key Responsibilities:As the Community Manager, you will play a pivotal role in growing and nurturing The Rev, Showpad’s vibrant user community. You’ll collaborate with a passionate team to engage users, partners, thought leaders, and employees, delivering exceptional digital experiences that fuel adoption, learning, and advocacy.Community Administration: Manage user accounts, moderate content, and oversee upgrades to ensure a thriving digital space. Insights & Reporting: Monitor community health and produce actionable reports t

🚨 Nominations for the 2025 CS Ops Product Council 🚨 What is the CS Ops Product Council?The CS Ops Product Council is a community-driven group of passionate individuals who gather every eight weeks to discuss emerging trends in CS Ops and provide valuable input on Gainsight’s product evolution.  Council MissionOur mission is to spotlight community contributors and empower the future of customer success through these key pillars:Celebrate and elevate top contributors within the CS Ops community. Leverage collective expertise to guide Gainsight’s product development. Inspire and model leadership to foster growth across the CS Ops ecosystem.Want to learn more? Check out this FAQ!Council Themes for 2025 Sessions This year’s council sessions will focus on impactful themes such as:Scaled Success (e.g., Journey Orchestrator, Spaces, Pooled CS) Key AI Features (e.g., Copilot, Scorecard Optimizer) Staircase Integration (including automated logging, insights, and scores) Quality & Stability

As part of our recent project to merge the Gainsight and inSpired communities we made some changes to the statuses of our ideas in order to make them more simple, streamlined and intuitive.Below is a set of simple definitions for each of our current statuses.  Idea Status Definition New Idea New idea that has not yet been reviewed or acknowledged by a Product Manager Open Idea has been reviewed and acknowledged by a Product Manager Discovery Requirements are being gathered and feasibility is being evaluated Development Idea is currently in development Parked Product Manager has determined this is not going to be considered (for now) Released Idea has been developed and released in the Gainsight product Closed (Won’t Do) Idea won’t be worked on as it isn’t feasible or aligned with product direction Current Behaviour Idea won’t be worked on as it is already cu

Gainsight acquires Staircase AIIf you missed the news, Gainsight is thrilled to announce our acquisition of Staircase AI!  We’ve been a leader in AI since 2021, and with over a dozen live features (including the coming Gainsight Copilot, now in beta!) our customers have saved hours and dollars with AI - generating over six million cheat sheets, 461,000 meeting summaries, and 649,000 survey analyses in the past eight months.  With this acquisition, Staircase AI will become a new, distinct offering within Gainsight’s portfolio. Staircase delivers an AI-powered analysis of every customer interaction (automatically aggregated, with no manual data entry required), across every channel, and turns them into real-time insights. Staircase AI’s secure and compliant platform is trusted by companies of all sizes, including global enterprises like Claroty, ServiceTitan, and Skai. Introducing Staircase AI by GainsightStaircase AI makes it easier to capture all customer touchpoints, automatically, of