Share and Learn Best Practices

Every CS team has customers who are important, but hard to place. They are not quite strategic accounts. They are not quite long-tail. They need guidance, but dedicated CSM coverage does not always make sense. At Slido, this was our mid-tier “gray zone.”Join me on Wednesday, May 27th at 3.15 PM to hear how we built a pooled CS approach for these customers: a small team, shared ownership, practical use of Gainsight, and a focus on scaling the CSM work that kept repeating.In this session, I’ll share what we tried, what worked, and what we’d do differently if we were starting again 💪You’ll leave with ideas for:Defining your own gray-zone segment Starting small without building a big new team Using reactive work to see where demand is Scaling repeated CSM activities like trainings or business reviews Keeping CTAs and playbooks simple enough for the team to actually useIf you’re trying to extend CS coverage without adding headcount, this session should give you concrete ideas to take back

Hi all,I’m excited to share that we’re kicking off Pulse with the official Gainsight Admin Happy Hour!Join us to connect with fellow admins who truly understand your day-to-day and who you’ll be seeing throughout the week. It’s the perfect way to start Pulse with a mix of new and familiar faces, great conversations, and good vibes. Appetizers and beverages are on Gainsight - just bring yourself!📅 Date: Tuesday, May 26th🕔 Time: 5:00–7:00 PM📍 Location: The Landing Pad at Brooklyn Bowl, The LINQ Promenade🔗 Register here   

Hi there Pulse family,Pulse 2025 is creeping in on us & we are looking forward to all the speaker sessions we get to be a part of! 😍Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favourite headshot. 📸 If you already had an earlier profile you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.Here’s how ​@bostonjillian introduced her session 🔥How can anyone not love the touch of an adorable co-star here! Ooo, and not to forget!Your profile will receive a beautiful Pulse 2025 Speaker badge soon!Looking forward to hearing from yo

Scaling a global community is easy to talk about—but incredibly hard to execute.We’re pulling back the curtain on how we scaled a multi-product, global ecosystem without adding headcount or sacrificing the member experience.Join us for our session:Scaling a Global Community: Trimble’s Playbook for Growth, Localization, and Automation Thursday, May 28 at 12 PM.We’ll be sharing our practical "Scaling Secrets," including:Migration Strategy: Moving from fragmented silos to a unified home. Global Reach: Using AI to bridge language gaps while keeping the "human" touch. Signal over Noise: How we cured notification fatigue for 70+ products. AI as a Catalyst: Where AI adds real value—and where it doesn’t.Stop guessing and start scaling. Hope to see you there! 🚀

We’re bringing back this high-impact event exclusively for Gainsight Admins! Join a small-group roundtable led by one of six expert Admins from our amazing CS Ops Product Council. These seasoned pros will offer tactical, personalized coaching and share real-world insights. You’ll also connect with fellow admins in a setting designed to spark collaboration and future peer support.Each roundtable is capped at 5 participants to keep the conversation focused and valuable. Registration is required and limited to Pulse-registered attendees. You may attend one roundtable only - helping us open the door for more Admins to benefit from this experience.📅 Dates & Times• Wednesday: 12:45–1:45PM• Thursday: 1:15–2:15PM📍 LocationCS Ops Clubhouse🍴 Food & TimingLunch will be served in the Clubhouse. You’ll have 30 minutes before and after your session to eat and connect.👉 All spots are currently FULL. If you’d like to join our waitlist, please sign up here!Note: Roundtables will be assigned

Renewal risk that surfaces at 90 days before renewal almost always exists at 6 months as well. The problem is that without a structured process, it stays invisible for too long. CSMs know something feels off, but there’s no consistent moment to surface it, no documented action, and no leadership visibility until it’s nearly too late.We built a Renewal Forecasting process in Gainsight to fix exactly that. Happy to answer questions or compare notes: drop a comment or send me a message! How it works The process runs at two fixed checkpoints: 6 months before renewal and 3 months before renewal. At each one, an automated risk signal meets a CSM assessment. When they align, the status is confirmed. When they don’t, CS leadership reviews and sets the final call. The disagreement doesn’t get averaged away or ignored.Every at-risk or uncertain renewal triggers a mandatory Action Plan CTA, where the CSM documents risk drivers, mitigation actions and next steps. Progress is tracked through linked

Our member-based (non-profit) organization just created a Member Success team that concentrates on engagement, member retention, and concierge service. It also is the center of our AI development for our entire team. Would PULSE do us good to attend? Trying to create an argument for business justification. 

Hi All! I am a community manager and am considering attending the next Pulse conference in May. Wondering if there are any materials or tracks that will targeted for community management at this event. Would love to connect with others in the community space, and think this could be a great opportunity! 

At mentioning users in slack can be accomplished by creating a Slack workflow and using Gainsight external actions to push relevant details to the webhook. Ensure that you have a Slack connector set up first, then create a workflow in Slack.Initiate the workflow with a webhook. Include all of the necessary variables that will be fed by the external action in Gainsight. Send a message to a personOne of the action types is to send to a person. In this action we can send a direct message to a single individual using their email address or their User Id as an identifier. The message appears as from the workflow itself.Slack action builder Send a message to a channelWe also have the option to send a message into a specified channel either via a token, or to a hard coded channel. It’s also possible in this format to at mention a specific user or multiple users.Message in slack from the workflow  External Action in GainsightOn the Gainsight side, we use the webhook address and the payload fro

Latest Update: Sept 13, 2022 //Gainsight Administrator is a creative, powerful role. It drives career development, it lives in the cutting-edge world of Customer Success Operations, and it’s both a new challenge to a systems administrator veteran and an entry-point for someone looking for a first ‘technical’ role.I know, because I’ve lived it and I’ve seen it. I became a Gainsight Admin in 2015, and earned my Level 3 Certification when it first became available. After transitioning from ‘Gainsight customer’ to ‘Gainsight employee,’ I ran Gainsight’s CS Ops team for 2 years, which included experienced Admins who have since grown into leadership, and first-time Admins who had never configured a piece of software before. In my newest role, I see the experiences of Admins with all levels of experience, plus their managers, on a daily basis. I hear about what they need and what has worked well for them.And I hear how out-of-reach the role can feel for newcomers. It’s intimidating, or confus

Understanding how users engage with your Gainsight instance is essential for driving customer success and optimizing adoption. Even if you don’t have access to Gainsight 360, you can still gain valuable insights into user activity and feature usage through User Login History and GS Asset Usage Tracking objects.Objects Used: User Login History GS Asset Usage TrackingTracking User Login HistoryThe User Login History object helps you monitor how users interact with Gainsight by capturing detailed login data. This enables you to identify “healthy active users” and measure engagement trends across your user base.Key Metrics to Track:Login Counts: Total number of times users log into the system. Multiple Logins: Includes multiple logins per day, providing a more complete view of engagement.How to Use It:Explore the Gainsight User Object:Access the Gainsight User object in your data system to view detailed login records. Build Custom Reports:Create reports that align with your customer succes

Hi in-app builders! 👋A core part of PX design is imagining the user’s moment; what they’ll need, when they’ll need it, and how to deliver it without breaking their flow. Badges are one subtle, effective way to do that.For our own PX users, I built a badge-triggered hub that lives inside the Engagement Editor and surfaces short, actionable videos and tips so builders can learn fast and get back to designing. Why a badge?Instead of a full walkthrough, I added a small badge on the Engagement Editor page. It’s always there,  makes it obvious that extra help is available, but it stays out of the way when it’s not needed.When the badge is clicked, users see a simple menu with three “choose your path” options. They pick the topic they care about, watch a short video, then either close out or jump back to the hub or watch another. 🧠 How it’s set upTriggered by: BadgeTotal steps: 4 Step 1: Main “hub” page (three tiles) Steps 2–4: One video per topic Buttons: Configure your buttons to dire

Got a story worth sharing? We’re listening.🎤 Pulse 2026 is now accepting speaker submissions.We’re looking for leaders and practitioners who are building, experimenting, and learning in real time — across CS, RevOps, Digital, and AI, etc. If you’ve learned lessons the hard way (and can help others skip a few), this stage is for you.⏰ Submissions close January 30, 2026👉 Submit Now: https://bit.ly/49dOdYM

I wanted to share how we track key field changes on the Company object using Real Time Rules. This is a common use case that is easy to implement once you get comfortable with Real Time Rule functionality!Step 1: Create your History Tracking ObjectWe use a custom object to hold information for our key field changes. We titled it “Company History Tracking.” It has the following fields:Old Value New Value Field Company (GSID lookup) and the other system-generated fieldsStep 2: Create your Real Time RuleReal Time Rules can be used to track field level changes on limited objects (called “Topics”). For this example, we’ll use the “Company” topic to track field level changes from Company in real-time.Step 3: Choose your event (what do you want to track that changes?)After choosing your “Topic” (Company), choose your “Event.” This is the change that occurs that will trigger the rule. There are some OOTB options for you, but if you’re looking to do multiple changes at once, use a “Custom Updat

We hold regular live instructor led sessions on our various products. We publicize and promote them in community and take registration for Zoom Hosted meetings.We often have paid consultants lead these session so anytime a session is not attended by any user is an issue. I was approached by the Digital CS Team Lead, who owns the regular live webinars, about whether it was possible to identify events with no/few registrants.Using Zapier and the Zoom connector I was able to automate a weekly review of upcoming meetings and alert the Community Team if there was poor registration via email.The alert could of course have been a Slack or Teams type message also. The find all meetings step requires some parameters to be included. SummaryFrequency: Weekly (Sundays at 3:30 PM)Scope: Meetings in the next 7 daysAlert Threshold: Fewer than 2 registrantsAlert Method: Email notification with full meeting details  Just thought I would share for inspiration.Enjoy! 👋

I recently joined the new Retention Rethink podcast from the Customer Success Collective and Gainsight to discuss best practices in adoption. At TrendMiner, we use Gainsight PX to gather adoption data and guide our users in-app, and we leverage the adoption data extensively in Gainsight CS.I figured it would be useful to share some practical best practices from the podcast here as well… 1️⃣ Start with data: Identify the behaviors that actually predict retentionStart by correlating usage patterns with retention outcomes. When we did this, two insights stood out: Three distinct logins early in the journey strongly predicted long-term retention. Specific feature usage (search + monitors) was the biggest driver of stickiness. Gainsight Application:Use PX data to find your equivalent “sticky actions”, then target enablement around those behaviors. 2️⃣ Design simple, high-impact user onboarding flowsOur original onboarding flow consisted of 16 steps. Completion was only 10%.We rebuilt it i

SummaryEffectively documenting Journey Orchestrator (JO) programs isn’t a “one-and-done” factor in Customer Success Operations. At its core, three underlying principles come to mind as you seek to transform a chaotic program landscape into a clean, well-organized roadmap to scaling your digital enablement programs:Establish thorough project documentation (before starting) Implement crystal-clear naming conventions throughout JO Maintain detailed post-launch program logs and reportingBy following these key pillars, admins can build scalable JOs — which any team member (or Gainsight support) can follow, troubleshoot, update, and optimize — preventing costly rebuilds, accelerating stakeholder alignment, and creating the foundation for long-term success.OverviewDocumentation. It’s not exciting, and it feels like extra work. After all, juggling stakeholder demands, tight deadlines, and the impending pressure of your next journeys are right around the corner. But if experience has taught me

Hello Pulse family,Pulse Europe 2025 is creeping in on us & we are looking forward to all the speaker sessions we get to be a part of! 😍Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favourite headshot. 📸 If you already had an earlier profile you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.This is how ​@saulrich killed it with their session teaser earlier this year 🔥Ooo, and not to forget!Your profile will receive a beautiful Pulse 2025 Speaker badge soon!Looking forward to hearing from you in the All About Pulse area he

 Hi, I’m Matthew, Community Manager at iD Mobile! 👋 At iD Mobile, our customer base was growing quickly... but our support costs were growing even faster. Sound familiar? 🤔Join Kieran Clarke (Head of Customer) and I on Thursday, 13th Nov at 12:30 to find how we reversed this trend and transformed the iD Community into one of the fastest-growing communities on the Gainsight platform, while reducing support contacts and tripling the number of customers who found answers on their own!We’ll share the specific initiatives and customisations that ignited Community growth, with practical examples you can apply. We’ll also share how to embed Community into your broader Customer Success, Support and go-to-market (GTM) strategies to maximise ROI.Look forward to seeing all of you soon!

Hi All,Excited about my work shop tomorrow:“From Insights To Impact - How Customer Success can shape revenue forecasting”You will get practical experience with renewal and expansion forecasting.Now’ it’s time to introduce the team that will join the workshop :)See you tomorrow

Hello lovely community! 👋I’m so excited to kick off the Winning With Digital CS track at Pulse Europe 2025!Let’s be real: not every community team is massive (and that’s okay!) Small, focused teams can move faster, stay creative, and still deliver big results.In this session, I’ll share how a small but scrappy team can punch above its weight by focusing on what really matters:✨ Creating spaces where members support each other + where your product shines✨ Balancing product-focused engagement with topic-focused conversations ✨ Collaborating with Marketing, Sales, and even Talent teams without adding to the chaosIf you’ve ever thought, “We’re too small to make a big difference,”  - this session is for you. 💪🎤 Session: Small Team, Big Impact: Driving Engagement, Support, and Thought Leadership with a Dual-Focused Community📍 See you in Dublin!P.S. What’s the biggest challenge your small team faced when it comes to community growth or engagement? 

Get a sneak peek into our SMILE framework which I will be workshopping at #PulseEurope2025  Watch the video.