Pulse Academy Live is a full day of in-person training and networking with your peers the day before the Pulse conference! For this year’s event, we’re hosting two sessions: Admin 200 for experienced Gainsight CS Admins and Mastering Gainsight for CSMs: From Strategy to Action for CS end users.

Gainsight Admin 200: Advanced Series ($599)

Spend the day sharpening your Gainsight expertise alongside other experienced Admins in a hands-on, highly interactive learning environment. We’ll dig into advanced capabilities like APIs, Rules, and Journey Orchestrator, explore smarter ways to automate and optimize, and learn directly from Admins who’ve been in the trenches. With a mix of expert-led sessions and peer-driven stories, this is your opportunity to collaborate, swap ideas, and walk away with practical takeaways you can use immediately.

Detailed Agenda:

9:00am - 9:15am - Welcome and Introductions

9:15am - 11:00am - Uh-oh, We’re In Trouble(shooting) with Admin Guest Speaker Keith Mattes

Learn practical tips, tricks, and best practices for troubleshooting your Gainsight instance—then put them to work. You’ll team up with fellow attendees to investigate and resolve issues in a hands-on demo environment, navigating a few twists and turns along the way. You’ll leave with greater confidence in your ability to diagnose problems and navigate troubleshooting with ease.

11:00am - 11:15am - Break

11:15am - 11:45pm - Effective Rule Building: Standards, Patterns, and Pitfalls to Avoid with Admin Guest Speaker Bradley Bazhaw

Struggling with complex, hard-to-debug Gainsight builds? This session focuses on effective rule design strategies and architectural patterns that bring consistency and clarity across Rules, Data Designer, and JO queries, helping you build solutions that are easier to manage, scale, and troubleshoot.

11:45pm - 12:15pm - Signals to Strategy: Leveraging JO for Internal Alignment with Admin Guest Speaker Micheal OBrien

As CS Orgs continue to take on more responsibilities within organizations, ensuring internal alignment is more critical than ever. Using standard Gainsight functionality (Cockpit, Surveys and Journey Orchestrator), learn more about how we've scaled the collection of Executive Business Review insights for distribution to key business stakeholders.

12:15pm - 1:15pm - Lunch Time

1:15pm - 3:15pm - Hands-On API Patterns: Gainsight External Actions + Slack with Admin Guest Speaker Ben Wanless 

Learn how to use Gainsight External Actions and the Events/Real-Time Rules framework to call APIs and automate Slack workflows from Gainsight MDA Objects. You’ll build a working integration that posts structured Slack messages from CTA events, then extend it into a hands-on lab that implements an automated “Risk CTA → Slack collaboration channel” process. Attendees will leave with reusable patterns for payload design, field mapping, and troubleshooting.

3:15pm - 3:30pm - Break

3:30pm - 4:00pm -  Boost Engagement with On-Demand Emails with Admin Guest Speaker Jennifer Palawasta

Successful email campaigns target the right person at the best time. Your Customer Success Managers have valuable insight into the needs of their customers. This knowledge can be used to “drop” specific contacts into relevant targeted on demand email campaigns, boosting customer engagement. This session will address the configuration of an on demand request form, the development of an advanced Journey Orchestrator program, and the generation of analytics reports.

4:00pm - 5:00pm - Admin Idea Exchange: Bring Your Own Challenge

Got a tricky configuration or a problem you don’t know how to solve? This collaborative session is your chance to gain fresh perspectives and actionable solutions. Bring your toughest challenges and tap into one of the best resources available—the collective expertise of your fellow Gainsight Admins. Whether you're looking to start solving or refine your approach, this interactive exchange will leave you with new insights and ideas to tackle your obstacles head-on.

Mastering Gainsight for CSMs: From Strategy to Action ($399 per person)

Join us for a high-impact, collaborative day designed for today’s CSM. Whether you are managing a few strategic enterprise accounts or a high-volume portfolio, this event is built to help you navigate the increasing complexities of Customer Success with more efficiency and less friction.

9:00a - 9:15a - Welcome and Introductions

9:15 - 9:30a - The Pulse Check: Finding Your Tribe - Quick Icebreaker

9:30a - 10:45a - The AI-Powered CSM: A deep dive into the evolving tech stack of the modern Customer Success Manager. We will kick off with an overview of the current AI landscape—covering both native Gainsight AI features and external productivity tools. Following the intro, we’ll break into groups to swap "in-the-trenches" stories of how these tools are actually saving time, improving customer outcomes, and reducing administrative overhead.

10:45a - 11:00a - Break

11:00 - 12:00p - Collaborative Round-Tables: Breakout 1

You select the topics that matter most to your daily work! Our Collaborative Round-Tables move away from presentations and into in-the-trenches problem-solving. Choose from deep dives including:

• The Strategic Edge: Mastering the "Art of No" to protect your time and prevent burnout.

• Navigating the C-Suite: Shifting from feature clicks to business outcomes for executive stakeholders.

• Advanced Risk Management: Identifying the soft signals of churn before the data catches up.

• The Value Accelerator: Shortening Time-to-Value (TTV) and using Radical Candor to rescue ghosted accounts.

• The Growth Engine: Spotting expansion signals and pivoting technical syncs into revenue opportunities.

12:00p - 1:00p - Lunch Time

1:00 - 2:00p - Breakout 2

2:00 - 3:00p -  Breakout 3

3:00p - 3:15p - Break

3:15 - 4:00p - Breakout Wrap-up

We’ll come back together as one group to share learnings, discuss insights, and key takeaways.

4:00 - 4:45p - The Human Advantage: Future-Proofing Your Career in the Age of AI with [Un]Churned podcast host and SVP of Strategy and Market Development, Josh Schachter

This interview-style panel features industry experts and hiring managers pulling back the curtain on the CS talent market. In an industry rapidly shifting due to AI, you’ll hear first-hand what it takes to build a world-class skill set that keeps you indispensable. Learn exactly which marketable skills the top leaders are looking for right now, and how to ensure your professional brand remains on point in a shifting landscape.

4:45 - 5:00p - Closing & Photo