Webinar Summary: PX In Practice – Session 1: Turn Product Usage Data into Renewal Success

Hey Gainsight Community! 👋

Thank you to everyone who joined us for PX in Practice | Session 01!
It was a great opportunity to explore how product usage data can help Customer Success teams move beyond assumption-led renewal preparation and build stronger, evidence-led customer conversations.
In this session, we demonstrated how Gainsight PX can help identify adoption gaps, uncover renewal risks, and turn product usage insights into actionable customer engagement strategies.

What We Covered:

1. Product-Led Growth and Customer Retention
We revisited the four pillars of product-led growth—onboarding, adoption, retention, and growth—and explored how each contributes to long-term customer value and renewal success.

2. Moving from Assumptions to Evidence
One of the key themes was the importance of using product usage data to complement CSM intuition. A positive QBR or an engaged champion does not always reflect healthy product adoption across the account.
Gainsight PX helps uncover these blind spots through account-level usage aggregation, feature-by-feature engagement data, and usage trends over time.

3. Identifying Adoption Gaps Before They Become Churn
We explored four important signals that can indicate adoption risk:

• Declining login frequency.
• Underutilisation of core modules.
• Disconnects between customer goals and feature usage.
• Heavy dependency on a single user or champion.
The session also introduced a practical framework to audit, segment, diagnose, and act on at-risk accounts before renewal conversations begin.

Live Demo: Building Renewal-Ready Reports in Gainsight PX
The live demonstration brought these concepts into practice using a Gainsight PX production instance. We walked through:

• Creating a dynamic Renewal Watch List segment.
• Identifying feature adoption gaps.
• Building a renewal readiness dashboard.
• Using Query Builder and Path Analyzer to investigate account-level adoption.
• Connecting feature usage to business outcomes.
• Creating targeted in-app and email engagements.
• Exporting CSM-ready renewal reports.

A particularly important takeaway was that the gap between account access and user adoption is where renewal opportunities often emerge. Understanding which features customers use, which they overlook, and how their usage changes over time can help CSMs have more meaningful conversations about value and future outcomes.

Key Takeaways
Here are five practical lessons from the session:

1. Treat your renewal segment as an early warning system, not a one-time report.
2. Look beyond account-level access to understand actual user adoption.
3. Use Query Builder to uncover shallow engagement that aggregate metrics may hide.
4. Leverage in-app and email engagements to address adoption gaps before renewal.
5. Use evidence-led conversations to demonstrate customer value and build a forward-looking adoption plan.

Please find the recording of the session here.

Share your vote in the comments or suggest a topic you’d like us to cover. We’ll use your feedback to help shape Session 02.
Thank you once again for joining us and making the session a success. We look forward to continuing the conversation with you in the next PX in Practice session!