CS Newsletter September 2026
Customer Success September 2026
This edition of the CS Newsletter brings together the latest product updates, practical ideas from the community, and new ways to sharpen how your team works in Gainsight. Inside, you’ll find updates that reduce repetitive work in Timeline and Journey Orchestrator, a framework for automating customer health scoring, lessons from our Agentforce MCP workshop, new hands-on Gainsight University courses, and the latest resources and events for CS teams.
Let's dive in! 😊
Relationship Resolution (Open Beta)
Relationship Resolution, now in open beta, automatically matches AI-generated meeting follow ups and auto-captured emails to the appropriate relationship, so teams get a cleaner Timeline, more reliable relationship context, and less manual tagging.
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Clone Evaluate Step + Bulk Exclusion Lists
Journey Orchestrator now lets admins clone Evaluate elements to reuse existing branching logic and exclude participants who are already part of another program. That means less time rebuilding the same configurations, more consistency across complex journeys, and fewer chances of customers being enrolled or messaged twice.
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Give Agentforce the Customer Context It Needs
Useful agent experiences depend on having the right customer context behind every question. In our recent Agentforce + Gainsight MCP workshop that
A Customer Health Automation Framework That Reduced Manual Risk Reviews
Community member Liam built a 3-layer health model in Gainsight — combining product usage signals, engagement quality (Timeline, CTAs, Success Plans), and commercial predictors from Renewal Center — to make health scoring predictive instead of just descriptive. The result: fewer manual risk reviews, CTAs that shifted from reactive to proactive, and scorecard accuracy that improved because the signals update themselves.
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Gainsight Optimization Opportunities: What's Actually Moving the Needle
When Liam asked the community which Gainsight workflows delivered the most impact, Chelsea Hopkins shared a detailed breakdown: prioritizing data quality and integrations before anything else, a redesigned risk CTA process that links to Salesforce contracts without touching opportunity status, and a "keep it simple" approach that cut dashboard clutter by half. Her team's next step is layering in AI but only once the data foundation is solid.
Read the Full Thread
Gainsight University: New Experiential Courses for Experienced Admins
If you've got the basics down, these hands-on courses go deeper with real Gainsight workflows you can build yourself:
- Mastering Data Preparation: Clean and structure your data for sharper insights and more reliable automation.
- Design, Build, and Refine Dynamic Programs: Get hands-on with Journey Orchestrator to build engagement programs that adapt to customer data.
- Configure Processes to Reduce Risk and Churn: Connect Rules Engine, Scorecards, and Journey Orchestrator into one end-to-end risk workflow.
Also worth bookmarking: Our AI Learning Hub for training across every product and role, and the JO Dynamic Programs Transition Guide if you're migrating existing programs.
Webinar Recap & Recording: From Red Flags to Renewal
This session walked through a 5-stage risk framework — Detect → Diagnose → Prioritize → Act → Monitor & Recover — designed to move teams beyond static health colors and toward meaningful changes in customer behavior. It covered four common risk areas (adoption, relationship, sentiment, and support) and how Gainsight tools like Scorecards, Adoption Explorer, Timeline, Rules Engine, and Playbooks support each stage.
The key takeaway: a health score is a signal, not a diagnosis trend and persistence matter more than the color itself, and every confirmed risk needs an owner, response plan, and recovery criteria.
Read the Recap
Relive Our September Release Webinar | On-Demand Recording Is Available Now
Missed the live session or want a quick refresher on what changed? The September release webinar walks through the latest CS updates, including Relationship Resolution, new Journey Orchestrator enhancements, and other improvements designed to give admins more control with less repetitive setup.
Watch the recording to see the updates in context, live demos from
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
Join Us at Pulse Europe in London | 19–20 October
Pulse Europe 2026 is almost here, and this year's lineup is built around the questions Customer Success teams are actually facing right now around AI adoption, retention, and how to build real peer connections across the industry.
What to expect:
- 40+ sessions across CS strategy, AI, and product-led growth
- AI & Retention deep-dives with practitioners putting it into practice today
- Peer Connect opportunities to swap notes with other CS leaders face-to-face
Whether you're coming for the sessions, the networking, or both, now's the time to lock in your spot. Register now.