CS Newsletter May 2026

Some of your richest customer conversations happen over email, but until now, only meetings were automatically captured on Timeline. That meant critical context was slipping through the cracks, which made it harder to understand the full picture of every customer relationship.

With Auto Email Capture, every email is now logged automatically to Timeline the moment it's sent or received, including participants, timestamps, and full threads. Related messages are also grouped together automatically to give teams a complete view of every customer interaction without plugins, checkboxes, or manual entry.

AI Cheat Sheet already gives your team a quick read on customer risk, sentiment, and engagement. But not every team needs the same view—and irrelevant sections create noise that slows people down.

Now, admins can shape AI Cheat Sheet to fit each team's workflow. Rename widgets and sections to match your language, reorder them by what matters most, and turn off anything that doesn't add value. 

MCP connects tools like Claude to live customer data. Claude Skills take that a step further by serving as pre-built workflows you install directly in Claude that define what to pull, how to structure it, and what to prioritize. Once set up, your team gets the same high-quality output every time, no prompt engineering required.

Think of them as your best playbook built into the AI:

• Meeting Prep pulls together a health snapshot, recent risks, wins, stakeholder context, and talking points so you're ready for any call in under a minute.
• Account Transition Brief gives a new account owner the full picture—relationship history, open risks, success plans, and key contacts—without hours of manual research.
• Executive Briefing distills live account intelligence into a concise summary your leadership can act on, without ever logging into the platform.

Want to learn more about MCP and how other teams are using it? Download How Customer Teams Are Using MCP. 

When a customer hits pause mid-onboarding, your Success Plan status gets updated, but your CTA due dates keep aging. The result? Overdue CTAs in Cockpit for a pause that was intentional and customer-approved. Over time, that erodes CSM trust in due dates altogether.

Pankaj Savita raised this exact challenge, and the community is already sharing approaches. One pattern gaining traction: adding a Pause Duration field to the Success Plan (1 month, 2 months, etc.) and using a Rules Engine automation to shift all CTA due dates forward by the corresponding number of days when status flips to Paused. Clean, reportable, and keeps Cockpit realistic for your team.

Have you solved for this differently — a pause clock, a manual process, or something else entirely? Jump into the thread and share what's working for you.

Elliot Hullverson, Principal CSM at Gainsight, walked through his full daily workflow in a recent webinar, from how he sets up Gainsight Home as his command center, to sending follow-up emails directly from Timeline with Copilot, to surfacing expansion signals with Staircase AI.

The big theme: centralize everything inside Gainsight and stop context-switching across tools. 

Start your Gainsight CS journey with a new learning path that guides you through the essential tools used to stay informed on customer needs and priorities.

Explore core features through short videos and interactive demos including C360, Timeline, Cockpit, Gainsight Home, Reports & Dashboards, Success Plans and Scorecards.

It takes about an hour and includes a Skills Badge when you're done.