Staircase February 2026
We’re excited to share the 2026 insights from across the Gainsight. Inside, you’ll find updates designed to help you learn, connect, and grow. We hope you enjoy exploring what’s new, discovering fresh ideas, and finding meaningful ways to engage with the broader Gainsight family as we continue to grow together.
Let’s dive in!😀
Risk Analyst: From Churn Signal to Personalized Playbook
Risk Analyst surfaces emerging churn risk from real customer conversations and delivers hyper-personalized mitigation plans based on what’s worked before — so you can act earlier and protect renewals with confidence. With Risk Analyst, you can:
- Detect early churn signals across emails, meetings, and support activity
- Understand why an account is at risk with clear risk scores, trajectory, and root causes
- Get tailored action plans generated from similar past scenarios that successfully mitigated risk
- Align your team fast with defined urgency, ownership, and stakeholder guidance
Explore how Risk Analyst works in Staircase
Act Fast When Risk Level Scores Increase
Make it a habit to review accounts as soon as their Risk Level Score moves to Engage, Escalate, or Critical. Risk Analyst analyzes recent customer conversations, identifies root causes across nine risk categories, and generates personalized playbooks based on what worked in similar past scenarios. Acting early turns rising risk into coordinated action — not last-minute renewal surprises.
Strengthen Multi-Threading Before It Becomes a Risk
Multi-threading isn’t about having more meetings — it’s about building resilient partnerships. Make it a habit to evaluate stakeholder coverage across breadth (roles and departments), depth (relationship strength), and height (executive alignment). Expanding engagement across the organization reduces key-person risk, uncovers expansion opportunities, and protects renewals long before risk signals appear
Explore more best practices and tips
Access the MCP Setup Guide
Activating ‘Accounts Dark’ with Staircase AI
A great callout from Snow Rider around leveraging the “Accounts Dark” baseline analysis in Staircase AI.
The idea: identify accounts that haven’t been recently engaged or have gone unresponsive — and use that audience to power targeted JO programs, webinars, and messaging around adoption, value, and capabilities.
How are others using Staircase insights to build re-engagement audiences or drive expansion campaigns?
Check out the discussion
Staircase vs AI Follow-Up: Which Should Be Enabled for Timeline Entries?
Leah Miro is exploring how Timeline entries are generated when using Staircase AI’s Call Summary Upload feature. If AI Follow-Up in GS CS is not enabled, is Call Summary Upload sufficient — or should both features be turned on? Do they serve different purposes?
If you’ve configured both, we’d love to hear your approach.
Webinar Recording: FY26 Q4 Staircase Release
Missed the latest Staircase release webinar? The recording is now available.
In this session, we covered new enhancements focused on helping teams turn customer intelligence into action — faster and with greater confidence.
Key Highlights:
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Ask Staircase + MCP Connector: Bring live Staircase insights into AI tools like ChatGPT and Claude.
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AI Feedback Loops: Improve accuracy and trust in AI-generated summaries.
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Enhanced PII & Lifecycle Controls: Greater flexibility and governance for admins.
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Smarter Notification Testing: Validate configurations before going live.
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Coming Soon — Risk Analyst (Feb 6): Deeper visibility into churn risk and recommended next steps.
Watch the full recording here