CS Newsletter October 2026

Customer Success October 2026

October is about spending less time on manual work and more time with your customers. This month’s newsletter covers a new agent that starts adoption conversations for you, a Timeline update that puts activity on the right product automatically, and two quick setup tweaks to get more out of it. You’ll also find upcoming training, an on-demand Agentforce MCP workshop, and recordings of the Pulse Europe keynotes.

Let's dive in! 😊

Describe the outreach you want in plain language, or schedule it to run on its own, so you reach customers before adoption stalls. Set adoption goals around what matters to each customer, and the agent tailors its recommendations to those goals. Then, review and send personalized email drafts in Gmail, with activity synced back to Gainsight so your team stays informed.

1. Add former product names to your Acronyms: Customers keep using old names for months after a rebrand, and without them Gainsight can miss those conversations entirely. Adding these names helps Gainsight recognize those conversations and match activities to the right Relationship.
2. Map only User columns that distinguish Relationships: Focus on fields that vary by product, such as a product-specific TAM. Avoid mapping shared fields, like a CSM assigned to every Relationship, since they don't help Gainsight identify the right match.

Want to get even more from Timeline? Check out Gainsight University's CS End User Timeline Training course to learn how to keep customer interactions organized, review account history, and make the most of your customer engagement data.

Community member Bradley built an open-source Claude Code plugin on top of Gainsight’s Admin CLI. It can find every rule, journey, report, and scorecard that touches a Salesforce field, search every Journey Orchestrator email for a phrase, and check your rule names against your naming convention. Reads run freely and any change stops for your approval, so it’s a safe one to try on a sandbox first. It’s an unofficial community project, so review it before using it in production.

Moving your Journey Orchestrator programs from Simple or Advanced Programs to Dynamic Programs? This on-demand guide shows what changed, where features moved, and the common gotchas, plus a pre-publish checklist so you can build and test with confidence. It’s a reference, not a course, so dip in when you need it.

Read the Guide

 

Earn Your Gainsight Security Basics Skills Badge

Securing your Gainsight environment starts with a few foundations. This learning path covers authentication and SSO, CS security configuration, API and integration security (including OAuth and MCP with least-privilege access), and data privacy. Pass the exam to earn your skills badge.

Start the Learning Path

 

Last Admin VILT Series of 2026: Starts Nov. 3

Get hands-on with other CS Admins in our final instructor-led series of the year, starting November 3. Register with your training passes or purchase directly on Gainsight University. Not sure you have passes left? Email training@gainsight.com.

Register for the Training

 

October CS Release Webinar | November 3 at 10 AM EST

Catch up on what you missed at Pulse Europe, see the new AI capabilities in Journey Orchestrator (JO), and get a first look at our CSM Adoption Agent in Claude. Bring your questions for the team, and leave with ideas you can put to work in your own programs.

Register Now

 

Gainsight + Salesforce On-Demand Workshop: Agentforce MCP

Watch at your own pace to learn how to bring Gainsight data into Salesforce Agentforce, so you can act on customer insights without switching tools. Pause, rewind, and follow along in your own environment.

Watch the Recording