Introducing the CSM Adoption Agent: Turn Adoption Gaps Into Personalized Outreach

When you're managing a full book of business, it's not always easy to stay ahead of every customer's adoption needs. Maybe someone hasn't logged in for a few weeks, a customer isn't using a feature that could make their work easier, or an adoption goal you set during onboarding has stalled as renewal approaches.

The signals are often already in Gainsight. But finding the right customers, understanding where they need support, and turning those insights into meaningful outreach still takes time.

That's where the new CSM Adoption Agent comes in — and it’s now available to set up and use directly in Claude.
 

Find the Right Customers and Know What to Do Next

Start by telling the agent what you want to accomplish. Maybe you want to re-engage inactive users, increase adoption of a specific feature, or simply find customers across your book who could use some extra attention.

The agent looks across your Gainsight data to bring together the context you need:

• Customer usage: Who hasn't logged in, which features aren't getting used, and where adoption may be falling behind.
• Customer context: Goals, success plans, account history, and available conversation insights that help explain what matters to each customer.
• Relevant next steps: Product features and resources that could help customers make progress.

With that context, the agent identifies who could benefit from outreach and drafts a personalized email for each customer. You can see why the customer was selected and review the information behind the recommendation before deciding what to send in Gmail.
 

Here's What That Looks Like

Say you want to reconnect with users who haven't logged in for 30 days. Just ask the agent in Claude: "Find users in my book who haven't logged in for 30 days and draft emails to help them get started again."

That’s it. 

The CSM Adoption agent identifies relevant users, highlights their adoption gaps, and prepares personalized emails based on what each customer needs. 

So, instead of checking accounts individually or risking that adoption gaps go unnoticed, you get insight into relevant customers who need extra support, recommendations based on their unique gaps, and personalized email drafts ready for your review. From there, you can approve, edit, or reject each draft. And once approved, emails are saved to Gmail as drafts, where you can give them a final review and send them yourself. 

Plus, if you have Auto Email Capture enabled, that activity flows back into Gainsight Timeline so your customer record stays up to date.

More Ways to Put the CSM Adoption Agent to Work

The same approach works across common adoption challenges, whether you're reconnecting with inactive users, introducing an underused feature, or helping customers make progress toward their goals.

Getting Started

The CSM Adoption Agent runs in Claude as a plugin and uses the Gainsight MCP connection. You can also connect Staircase for more customer context and Gmail to save approved drafts. You can get started by installing the plugin and setting up the connections.