CS in Practice — Session 2: From Red Flags to Renewal

Renewal risk rarely appears overnight but most teams only catch it too late. In this session we'll show you how advanced CS teams are using Gainsight health scoring to identify at-risk customers early, connect signals to proactive action, and go into renewal conversations with confidence instead of catching up.

What You'll Learn

• How to configure health indicators that reflect real customer outcomes not just logins
• How to connect health signals to proactive renewal and expansion conversations
• How to build a risk response playbook using Gainsight health data
• Live demo: Advanced health scorecard optimisation for CS Ops teams
• Q&A: Moving from reactive to proactive renewal management

Who Should Attend

This session is built for CS Ops teams, CSM Leaders, and anyone responsible for health scoring, renewal risk, or customer retention strategy in Gainsight. Whether you're refining an existing health scoring model or building one from scratch, you'll leave with practical strategies you can apply immediately.

Coming up next in CS in Practice — Session 3: Digital CS at Scale — Automating Renewal Workflows with JO