Customer Success February 2026
We’re excited to share the latest insights from across the Gainsight community. Inside, you’ll find updates designed to help you learn, connect, and grow. We hope you enjoy exploring what’s new, discovering fresh ideas, and finding meaningful ways to engage with the broader Gainsight family as we continue to grow together.
Let’s dive in!😀
Test Journey Orchestrator Programs Before Launch
Designing Journey Orchestrator programs often means managing multiple branches, conditional logic, and layers of personalization. Until recently, checking that everything worked before launch required duplicating the program or crossing your fingers and fixing issues afterward.
Now you can test with up to 30 real participants before it goes out. Review how branching paths resolve, confirm tokens populate correctly, and validate email versions ahead of launch. For more complex journeys, this helps eliminate uncertainty and reduces cleanup after the fact.
Learn More About Journey Orchestrator
Extend Group Send Access to More Users
Group Send lets you send personalized emails like newsletters, invites, and product updates to hundreds of customers in just a few clicks. But until now, the feature has only been available to CSMs.
Admins can now extend access using flexible, rule-based permissions. Want Account Managers to send? You can do that. Want to limit sends to a certain segment, like companies under $100K ARR? You can do that too.
Learn More About Group Send and Extending Access
Increase Copilot Adoption with Targeted Enablement
Copilot helps CSMs move faster, reduce prep time, and focus more on strategic customer conversations. But that value only shows up if it’s consistently used in the right moments.
But how do you know who's using it?
That’s where the Copilot Usage Report comes in. Use it to guide targeted enablement. If adoption is low, get specific with workflows (like risk follow-ups or renewal prep). If adoption is uneven, identify your top users and lean on peer-led demos to share real examples the rest of the team can copy.
Learn More About the Copilot Usage Report
Don’t Rely Solely on Structured Signals to Pinpoint Churn Risk
Health scores, usage, and support data are key to understanding risk, but they don’t tell the full story. Some of the strongest risk indicators live in unstructured data like sentiment in emails, reduced executive engagement, or recurring topics in calls.
If you’re using Insight Agent, these signals are surfaced automatically, so use them to complement your health scores and usage data. If you’re not using Insight Agent, the principle still applies: don’t rely solely on structured metrics. Structured data tells you what is happening. Contextual signals often tell you why, and more importantly, what might happen next.
Blend Human and Digital Touchpoints in Gainsight
CS today is about outcomes (not activity), which means how you're blending human and digital touchpoints in Gainsight may start to evolve. To do that, map the customer journey and intentionally decide where human, digital, and agent-led engagement should happen.
Then, redesign the CSM role around escalation and strategy:
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What runs through Journey Orchestrator?
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What automatically creates a CTA?
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What requires strategic CSM engagement?
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What requires a defined playbook?
From there, configure Health, CTAs, Journeys, and Success Plans to reflect stage-specific change, so the right response happens consistently, without relying on individual heroics.
Want More Best Practices? Visit our Community.
Read the Full Story
How Are You Structuring Customer Goals for 2026?
Nikole Burke is exploring how to structure Customer Goals for implementation, adoption, QBRs, and growth in 2026. She’s looking for peer insights on whether to build a goals library, tie goals to Success Plans, manage them separately, and how they interact with Copilot or AI Cheat Sheets, especially for teams managing multiple products at the R360 level.
Join the Discussion and Share Your Approach
Customer Insights & Best Practices
Looking for proven strategies and real-world examples from fellow customers?
Explore how others are innovating, optimizing, and scaling through cutting-edge approaches, practical learnings, and success stories from across the community.
Dive into the discussions to discover fresh ideas — and feel free to share what’s working for you as well.
Join the Conversation
New Admin Experiential Trainings – Launching in March
We’re excited to announce the launch of three new hands-on, instructor-led courses designed specifically for experienced Admins! These interactive sessions are built to help you deepen your expertise and apply advanced concepts in real-world scenarios.
New Courses:
Customers can register using existing Admin training passes or purchase passes directly through Gainsight University.
Need help updating your promo code? Email training@gainsight.com to request an update for use with these new courses. Take your admin expertise to the next level with practical, hands-on learning!
Help New CSMs Master Gainsight with Live Webinar Trainings
Are you—or someone on your team—new to Gainsight? Our Getting Started with Gainsight live webinar is the perfect place to begin.
This foundational session covers:
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Organizing day-to-day activities with Cockpit
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Preparing for customer meetings using C360
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Recording meeting notes in Timeline
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Managing customer goals with Success Plans
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Reviewing your book of business with Dashboards
After completing the Getting Started webinar, attendees can continue their learning journey with our weekly Power Hour sessions, held every Thursday with rotating topics such as:
Whether you're building admin expertise or onboarding new CSMs, these live sessions are designed to help your team succeed with Gainsight.
Visit Gainsight University to Register Today
Join Our CS Customer Office Hours
We’re now offering weekly office hours with the CS team. Bring your questions, swap ideas with other CS users, and get quick, actionable guidance. If you have a named CSM, continue to use them as your primary contact.
Register Here
Join our upcoming webinar: “A Day in the Life of a CSM,” on March 17 at 9:00 AM PT
What does a modern CSM’s day look like when powered by AI and automation?
Join us for a live walkthrough of how CSMs use Gainsight CS and Staircase AI to prioritize smarter, manage risk proactively, and drive impact at scale.
You’ll see real workflows in action — from dashboards and Cockpit views to AI insights, Success Plans, and collaboration tools.
Save Your Seat Today