Staircase AI by Gainsight

 Remember when everyone was jumping on the digital transformation bandwagon? When every startup was racing to adopt enterprise-grade solutions? Well, here's a controversial take from someone who sells Customer Success Platforms (CSPs): sometimes, buying one too early can hurt more than help.The Early-Stage Startup ParadoxIf you're running a small company with fewer than 50 employees and managing under 100 clients, you might be tempted to invest in a CSP to "do things right from the start." As counterintuitive as it may sound – especially coming from a Gainsight executive – this could be a costly mistake.Through years of industry observation, we've witnessed countless promising startups struggle with CSPs (yes, including Gainsight) and eventually churn. The pattern is clear enough that it demands honest discussion.Why Small Companies Struggle with CSPsThe challenges are more fundamental than you might think:Data Qual

Transforming Customer Success in a Changing SaaS Landscape Remember 2021? TikTok dances were inescapable, sea shanties had an unexpected revival, and "Squid Game" took over Netflix. In the SaaS world, things were just as vibrant - unicorn startups seemed to appear weekly, and the mantra was "grow fast, worry about profits later." Fast forward to today, and both the cultural and SaaS landscapes have shifted dramatically. While we're debating the latest Taylor Swift theories and "Succession" plot twists, the SaaS industry is facing its own drama. The era of "growth at all costs" is over, replaced by a sobering focus on efficiency and profitability. As interest rates climb higher than platform shoes in a 70s revival, Customer Success teams are feeling the squeeze. But there's a powerful ally emerging in this new world: Artificial Intelligence.Harnessing AI for Efficiency in

We're thrilled to announce our recent acquisition of Staircase, an AI-powered, cutting-edge customer intelligence platform. In our first week since the acquisition, we decided to take Staircase for a test drive ourselves. Our goal? To implement Staircase within our own customer success team, gaining firsthand experience and uncovering valuable insights that could benefit our customers.This post shares our week-long journey of implementing Staircase, highlighting the rapid time to value and the game-changing insights we've already discovered. Here's a quick rundown of our experience:Lightning-Fast SetupInitial setup: Completed in just three days Full configuration: