CS Newsletter July 2026
Customer Success July 2026
This edition of the CS Newsletter is all about making Customer Success work a little smarter.
Inside, you’ll see how CSMs are using AI and Model Context Protocol (MCP) to cut down admin time, how teams like DailyPay are bringing customer context into one place, and real workflows from Gainsight CSMs you can use to stay ahead of risk, prep faster, and spend more time with your customers.
Let’s dive in😀
Manage and Audit Your Gainsight Instance with Admin CLI
Turn complex instance work into a guided, reviewable process. Ask an AI agent like Claude to inspect your configuration, document what it finds, propose an approach, and complete supported updates once you're ready to proceed, like adding and editing tasks within templates in Data Designer and creating Journey Orchestrator programs.
Learn More About Admin CLI
Build Journey Orchestrator Programs with the New AI Builder
Turn a journey idea into a structured program draft without starting from a blank canvas. Describe the audience, steps, timing, and objective, and AI Assistant builds from the assets and templates already available in your tenant, giving admins a starting point while keeping review and publishing in their control.
Learn More About AI Builder
From Insight to Action without Leaving Copilot
Move from insight to action without leaving Copilot. Ask questions across Company and Relationship data, then create or update Timeline activities, CTAs, Success Plans, and Tasks from Copilot or the Gainsight AI Agent in Slack.
Learn More About Copilot Enhancements
Use MCP to Build Customer-Ready Decks Faster
Preparing an EBR, steering committee presentation, or roadmap alignment deck can take hours. Using Gainsight MCP, CSMs can pull account data directly from Gainsight and combine it with a reusable AI workflow based on their strongest existing decks.
The first draft may still need refinement, but it gives CSMs a much stronger starting point. So instead of spending half a day assembling slides, they can focus on sharpening the story and tailoring it to the customer.
Try this: Use MCP to bring together account insights, open enhancement requests, upcoming releases, and customer priorities in a personalized deck draft.
See how Gainsight Principal CSM, Alex Helminski, is using MCP, AI, and smarter workflows to work more efficiently and scale smarter.
How to Send Email Alerts When a Customer Fills Out a Survey
You can trigger a CTA when a survey is submitted, but what if your management team wants an email notification so they can review responses before the CSM is looped in? There's no native direct option, but the community surfaced three solid workarounds:
Community VIP Romina Herrera shared the following approaches:
- Journey Orchestrator: Use a calculated field to bring in the manager's email, then configure an email step in the "responded" branch of the survey journey. The capability is available in JO today.
- Scheduled Report Share: Build a report sourced from the Survey object and schedule it to deliver to the relevant stakeholders on a cadence.
- Slack notification: Use a rule or API branch in JO to trigger a Slack Workflow that sends a DM or channel message with key survey data points, tagging the manager directly.
If your leadership team is asking for faster visibility into survey responses, any of these three gets you there today.
Read the Full Thread and See Configuration Screenshots
Linking a CTA to a Customer Goal for Executive Visibility
If your leadership team wants more visibility into the commitments CSMs are making with customers, especially commitments captured through AI Follow-Up, Customer Goals and the Associated Work tab are your answer.
Community member Maddison Storey asked whether a CTA could be escalated to a Customer Goal for executive-facing visibility.
The answer from Gainsight's Yogita: yes, and it's already built in:
- Navigate to the relevant Customer Goal
- Click on the goal to open it
- Go to the Associated Work tab on the right side
- Link the CTA or Success Plan directly from there
It works the other way, too. You can also associate a Success Plan to the same goal, giving leadership a single place to see both the commitment and the work being done to fulfill it.
Read the Thread
Webinar Recording: Q2 Release Webinar
Did you miss the Q2 Release Webinar? Watch it on demand for a walkthrough of the latest Gainsight CS updates, product demos, and practical takeaways.
- Get smarter AI responses and more control with MCP enhancements
- See Copilot in action across Companies and Relationships
- Explore Admin CLI, a faster way to manage Gainsight with natural language
- Measure Journey Orchestrator impact and make changes to active programs with more flexibility
Watch On-demand Recording
Prompt Library: Put MCP to Work Faster
Not sure where to start with MCP? Our new prompt library gives you ready-to-use prompts for real CS workflows, from account health and meeting prep to customer feedback, CTA cleanup, and personalized outreach. Just copy a prompt, adapt it to your workflow, and start putting your customer context to work without starting from scratch.
Visit the Prompt Library
Webinar Recording: CS MCP in Practice
Missed our recent session on Gainsight MCP? The recording, use cases, and full setup documentation are now available.
Akanksha Kandari walked through what Gainsight MCP is, why it matters, and the everyday workflows teams are already running:
- Meeting prep in 60 seconds - a ready-to-use brief with talking points
- Seamless account handoffs - months of history turned into a handoff doc
- Weekly portfolio triage - accounts scanned for risk and opportunity, ranked by urgency
- Renewal risk assessment - a renewal brief built from the full relationship arc
- Contextual email drafting - personalized emails from real conversations
Watch Recording or Read Recap
Customer Spotlight Recap: From Recognition to Results
Over 100 registrants joined our very first Customer Spotlight session as Brad Sova, Senior Director of Revenue Operations at DailyPay and Gainsight Pulse 2026 Rising Star Game Changer Award winner, shared how DailyPay built a scalable CS operating model with Gainsight and Staircase AI.
The results Brad shared:
- 105% expansion attainment for the full year, up from 85% in H1
- 100% upsell attainment
- 389 health score CTAs closed
- 1,000+ Staircase-driven CTAs actioned
Brad's standout line: "Technology enabled the process — our people actually delivered the results."
The session covered how DailyPay drove CSM adoption before training even started, the CSM Scorecard they built using the rules engine, their top three Staircase AI CTA workflows, and hard lessons learned from implementation.
Watch On-demand Recording or Read the Recap
CS Office Hours: Drive Adoption and Reduce Friction
Have questions about Gainsight CS or looking to sharpen how your team engages customers? Join our weekly Office Hours open to all CS customers for live answers from CS experts, peer discussions on real-world challenges, and practical tips to optimize engagement and drive adoption.
Register Now