Skip to main content
bradybluhm
bradybluhm
Gainsight Employee ⭐️⭐️
October 9, 2026

Staircase Insights by tier: a quick guide to getting the true state of your customers

  • October 9, 2026
  • 0 replies
  • 4 views

TLDR: A few rules on your Insights make them fit each tier, so your team chases what matters and your dashboards, notifications and data pulls show the true state of your customers. Roughly 30 minutes of admin setup for a few insights across three tiers.

Where it lives. Settings > Configurations > Insights ("Customize your insights"). You need the organization settings permission.

1. Set the default. Expand an insight. No renewal discussion starts with a "Warning period (days)" of 90. Under "Enabled for", use "Add filter" to scope which accounts it applies to.

2. Add a rule per tier. Under "Configure rules", use the round add button, then "Add condition" to pick fields such as Tier, Journey, Revenue or any CRM custom field, and set that rule's number. Example: Tier 1 gets 120 days, Tier 3 gets 60. The first matching rule wins, so drag the most specific rule to the top.

3. Show it on your dashboard. In Executive dashboard, choose Edit board, then Cards, then Add card, and filter the card on the insight, plus any tier or segment you want it scoped to.

4. Repeat for QBRs. No QBR uses a "Look-back window (days)" (default 120). Give long-tail accounts a longer window than strategic ones.

Tune these first.

  • No renewal discussion: warning period by tier. It ties straight to revenue, and one default treats a $1K renewal like a $1M one.
  • Account dark and No Reach-out: silence period by tier. These fire the most, and a quiet tail account is not the same signal as a quiet strategic one.
  • No QBR: look-back window by tier. Long-tail accounts rarely need the cadence your strategic accounts do.
  • Then Stakeholder not engaged and No meetings with account, once the first three feel right.

One catch. Saving recalculates your insights right away, and newly opened insights can send notifications if you have them setup for those insights to deliver to your teams and channels. Make changes in a quiet window.

Why bother. With Staircase, a small amount of tuning has a large impact on accuracy and value for your teams. The same tuned insights feed the reports, notifications and data you pull out of Staircase, so everything downstream reflects each account's real state.

Questions or a setup that does not fit? Reply here and we can see if it is possible or a feature request.

 

Terms & ConditionsAccessibility statement