What an incredible session we had together! 🎉 Thank you to everyone who joined our recent webinar where I walked through exactly how I work within Gainsight on a day-to-day basis. If you missed it, here's a quick rundown of the highlights and you can watch the recording here

Key Highlights

1. Gainsight Home: My Command Center

My starting point every single day is Gainsight Home. Rather than anchoring in my inbox like I used to, Gainsight Home gives me a quick 40,000-foot view of my entire book of business, helping me stay laser-focused on the leading activities and KPIs that drive quarterly success.

A few things I love about it:

• I use the rich text widget to store all my most-used docs so I can pull them up instantly during a live client call. No fumbling through bookmarks or folders mid-conversation.
• The Portfolio view gives me instant visibility into company, relationship, product line, renewal dates, and contract sizes all in one place.
• And just a reminder: Gainsight Home is yours to customize. Your ops team may push a default view, but you can move columns, add reports from existing dashboards, and arrange it to fit how you work best.

2. AI-Powered Follow-Up Emails (with Copilot)

One of my biggest wins over the past year has been solving what I call "AI sprawl." I started out building custom ChatGPT setups and they were great, but managing which tool to use, when to use it, and all the copy-paste motion created its own inefficiency.

Enter Copilot. By moving my custom prompt library into Copilot's prompt repository, I was able to centralize my workflow and stay inside Gainsight for my entire follow-up email process. Here's how I do it:

• I use a Copilot-generated email for the high-level call summary at the top.
• I keep the raw transcript notes below it. I'm a big believer that more context is better.
• I send it directly from Timeline. No inbox switching, no copy-paste back and forth.

A bonus I love: emails sent from Gainsight give me email open tracking, including who opened it, when, and how many times. That's great intel heading into my next call.

And if your company doesn't have a full AI tool license, don't worry. Gainsight's built-in Write with AI feature lets you refine, improve, translate, and adjust the tone of any content right inside the platform. It's right there when you need it.

3. Timeline: My Activity Hub

Timeline isn't just a note-taking tool. It's the backbone of my AI output quality. A few workflows I lean on heavily:

• Assigning myself tasks after calls to auto-create CTAs. This was a game changer when I was doing more technical admin work with clients on two-week sprints.
• @mentioning teammates to share timeline notes via email, even if they don't have a Gainsight license. It's quick knowledge share without the Slack clutter.
• Creating custom views by activity type to speed up pre-call prep when my timeline gets dense.
• Using Timeline + @ mentions as my internal risk management communication channel. I drop summary notes and tag everyone aligned to a risk right from the comments section.

4. Success Plans & Shared Spaces

I use Success Plans as my account planning backbone. Because I own multiple products and work at both the C360 and R360 levels, I create my account plans at the relationship level so everything flows up with no extra clicks needed to stay on top of it.

For teams looking to deepen client collaboration, Shared Spaces have become one of my favorite tools. Think of it as a lightweight client portal where I can share goals, timelines, and progress updates, and my clients can stay in the loop without having to wait for me to send an update. And a key reminder: Spaces is an entitlement, not an add-on. It's already part of your Gainsight contract! 🙌

5. Staircase AI: Multi-Threading & Expansion Intelligence

For those of you with access to Staircase AI, I can't say enough about how it's changed the way I operate. A few things I rely on:

• The AMA functionality synthesizes inbound emails from across my entire cross-functional team (AMs, support, CSMs) into a clean summary. I'm not just seeing my own interactions; I'm seeing the full picture of what's happening across every communication channel.
• Expansion analysis, renewal analysis, and churn analysis use heat-scoring to surface intensifying signals before I get caught off guard on a call.
• When a client is interested in a new product, I can create a CSQL directly out of Gainsight that syncs back to Salesforce as a lead or opportunity. Clean, fast, no manual entry.

Staircase is an add-on product. If you're a CS leader on the call and don't have it yet, I highly recommend taking a look.

6. Dashboards: The Org-Wide View

I'll be honest: I do not live in my dashboards daily. My Gainsight Home handles my day-to-day workflow. Where dashboards really shine for me is in my one-on-ones with my manager, where we're looking at the same reports, aligned to the same quarterly objectives. No surprises, no gaps in communication.

A tip I shared: you can star your most-used dashboards to keep them at the top, and you can add any dashboard report directly to your Gainsight Home using the three-dot menu. No need to ask ops to rebuild anything. Just pull it in yourself.

What I Want You to Take Away

• Centralize, don't sprawl. Whether it's AI tools or account data, reducing context-switching is where efficiency lives.
• Timeline quality = AI quality. The richer my notes and email sync, the better my Copilot and Cheat Sheet outputs become. Quality in, quality out.
• AI is iterative. I'll often run the same prompt on the same transcript 2-3 times and pick the best output. It's a refinement process, not a one-shot deal.
• There's no right or wrong way. The key is finding the workflow that makes you most efficient and building on it over time.
• Shared Spaces are underutilized. If you're not using them yet, I'd encourage you to explore them as a collaboration layer with your clients.

Q&A Highlights

Q: How do I get the Cheat Sheet to auto-refresh? The Customer Cheat Sheet at the C360 level auto-refreshes every 24 hours. That's handled on the backend and runs on a set schedule. One note: the auto-refresh currently applies to the C360 view. R360 data will still roll up to the C360 level, so your summary stays current.

Q: Is there a repository for Copilot prompts? Yes! There are general/recommended prompts available out of the box. My advice: use those as a starting point, but the more specific you make your prompts, the better the output. I'd recommend collaborating with your team to test, refine, and standardize your best-performing prompts together.

Q: Do customers have access to Shared Spaces? Yes! When I share a Space, I send an invite directly to my client and they can access it to stay up to date on objectives and engagement. It's a great collaborative touchpoint between calls.

Q: Are Shared Spaces and Staircase AI add-ons? Staircase is an add-on/cross-sell product. Spaces is an entitlement and it's included in your Gainsight contract at no additional cost.

Q: Can you use AI to identify upsell opportunities? Absolutely. Staircase's Expansion Analysis heat-scores cross-functional communications to surface expansion signals, including ones I might not have been aware of otherwise. And from there, I can log a CSQL directly in Gainsight that syncs back to Salesforce. It keeps the whole motion clean and fast.

Thank You! 🙌

A huge thank you to everyone who joined and brought such great energy and questions to the session. The recording will be available here on the community page for anyone who missed it or wants to revisit the content.

If you have any lingering questions, feel free to reach out here on the Gainsight Community or via email. Happy to keep the conversation going. Until next time, keep operationalizing smarter! 🌟

Elliot Hullverson Principal Customer Success Manager, Gainsight

Tags: #CSM #DayInTheLife #GainsightHome #AIinCS #Copilot #StaircaseAI #SuccessPlans #SharedSpaces #Timeline #CSMTips #WorkSmarter