Give experienced admins an "opt-out" on in-app notifications

Adding to the dogpile here. My end users have differing needs. We have a Professional Services team, a Delivery Success team, a Customer Success team, an Onboarding Customer Success team, and AI-Product (internal) specific team, After-market sales, Tech Support and more.

Each of these teams have an extremely prescriptive (and different) way of using Gainsight. None of these teams need to be bothered by more email and in-app notifications from Gainsight about irrelevant-to-them features.

That is one of the most important functions of the CS Operations team - enablement and empowerment. It is tantamount to the admins in my org that we control the messaging and narrative. We’re already herding cats, now you’re making it worse for us. 

Please, please here our pleas for this to be admin-controlled. 

One other thing to add here: We wouldn’t want our leadership/executive team to receive in-app notices or emails on how to better use the system.

Hi everyone – I’m Jared, Sr. Manager of Digital Customer Success at Gainsight.

I just want to start by saying thank you. The thoughtfulness and honesty in your feedback really came through and it meant a lot that you took the time to share it. It’s clear how deeply you care about creating meaningful, respectful experiences for your users and that passion is exactly what makes this community so special.

We also heard something deeper in your comments: that at times it can feel like we’re not fully listening. That’s fair. And it’s on us to show you that we are.

Here’s how your feedback directly shaped our thinking:

• You said: “We don’t want sales content in our in-app experience.”
  We heard you. These notifications will not promote paid or add-on features. The intent is only to spotlight capabilities you already own.
• You said: “We want more control and flexibility.”
  We heard you. We’re designing ways to tailor visibility, timing, and messaging to fit your enablement strategy, not compete with it.
• You said: “We’re cautious about anything that adds operational lift.”
  We heard you. We’re focused on minimizing noise and disruption, ensuring these experiences enhance, not interrupt your workflows.

Our goal is simple: to help you and your teams succeed…to make it easier to get real, measurable impact from the platform, guided by data and shaped together with you.

You all shared such insightful and constructive feedback that we want to keep the conversation going live. We’ll be hosting an open Community Forum discussion soon to dig in together and share ideas. Our goal is to build with you, not for you. We’ll share details on how to join the Community Forum discussion by early next week at the latest.

Thank you again for holding us accountable, for caring enough to speak up, and for being such an integral part of the Gainsight ecosystem.

Thanks, Jared; really appreciate your response and collaboration. 

Adding my two cents and speaking from an admin and ops perspective, the biggest challenge isn’t just the messaging itself, it’s ownership. When Gainsight messaging reaches our end users directly, any confusion or misalignment falls on the ops/admin team to resolve. Having visibility, control, or a simple approval step before messages launch would go a long way in keeping comms consistent and maintaining user trust.

Looking forward to seeing how this develops.

Thanks ​@jared_block – looking forward to joining this upcoming session.

It’s definitely a balancing act getting this messaging out to admins while at the same time controlling who doesn’t see something they shouldn’t (or that we don’t want them to see yet). Example: one of our former CSMs who is now in a different role – a role that has brought her more into the ops world, where she does need to be aware of new/updated features that would impact her AOR.

​@jared_block thank you for listening to us and collaborating with us.  I am looking forward to joining the community forums.  Just curious if you are considering not launching in-app guides to our users regarding functionality we may own - but have chosen NOT to roll out for various reasons

Are you able to tailor it based on what you see our teams  use?

​@victoria_peeker_barry Absolutely! We’re able to customize in-app experiences using user telemetry and profiles (like role or title). The goal is to deliver relevant, role-based content that supports our admins by reinforcing instance-specific training with contextual foundational learning.

I hope you’ll be able to join the Community Forum—I’ll share the details here once the date is finalized.

Thanks for sharing, @dayn.johnson. Good example of how complex this can get, and why being intentional in our digital strategy critical to experience we aim to deliver.

​@jared_block I will def plan on joining….I really want to make sure our users are not targeted for functionality we are not using - even if it is part of the base platform