Staircase Newsletter June 2026

Admins can now customize how renewal, churn risk, and churn notification events impact a customer's health score. Previously fixed at system defaults, these modifiers can now be tailored by account segment, so your health scores reflect how your organization actually evaluates customer health.

Navigate to the Health Score configuration page to review and update the Modifiers section.

Ask Staircase now supports child account querying, giving you a consolidated view of insights across an entire account hierarchy without querying each subsidiary individually. A new icon in the Ask Staircase input box on parent account pages lets you toggle child account data on or off.

Admins can now provide specific instructions that guide how Staircase AI analyzes and interprets your organizational data. Custom Prompts are available under Settings > Configurations > AI Preferences, and are currently applied to Expansion Analysis with more areas coming soon.

This gives your team greater control over AI outputs without any technical expertise required.

If you're seeing too many false positives in your Lifecycle Events, sub-signal tuning is worth a few minutes of your time. Head to your Lifecycle Events configuration, open any event type, and review the signals listed under Included Signals. From there, you can turn individual sub-signals on or off to control exactly what triggers that event.

Start with your highest-volume event types first. Turning off signals that aren't relevant to how your team defines that event keeps your timeline cleaner and makes the alerts that do fire more meaningful.

If you've ever wanted to measure the time between a churn signal being detected and resolved, or prove that a Staircase insight led to a renewal save, this thread is worth reading.

Community member Bradley raised the business reporting gap: Staircase surfaces signals well, but tracking what happened after — resolution time, deflection rate, save rate — is still largely manual. Writing events to Gainsight CS is theoretically possible but gets messy fast given current field-writing limitations.

Gainsight's Brady Bluhm responded directly: the full Event table coming into Gainsight CS (not just the last event date) will make this significantly cleaner. In the meantime, the Staircase event table is the best starting point, and MCP or Ask Staircase can help analyze the story across accounts today.

The churn save tracking idea has also been submitted as a product idea — if this is on your wishlist, it's worth adding your vote.

If your CSMs are already receiving Staircase Meeting Prep PDFs by email and want them in Slack too — that native option doesn't exist yet, but there's a useful workaround in the meantime.

Community member Dawn Cassidy shared a Slack prompt her team is using with the Staircase Slack app:

"I have a meeting with [Company Name] soon, what do I need to know?"

Simple, but effective — it pulls relevant context on demand without waiting for the scheduled email delivery.

Gainsight's Brady Bluhm confirmed the feature request has been logged and shared what's coming: Meeting Prep is being reworked to incorporate Expansion Analyst insights and suggested questions to ask customers during calls. Slack delivery — including Slack DM — is planned to fit into that broader update.

If Slack delivery for Meeting Prep is on your wishlist, the roadmap is moving in that direction.
 

Customer success teams are drowning in signals, but still flying blind when it counts. Gainsight's prebuilt AI agents change that. No configuration, no prompt engineering, no waiting to see what sticks. Join us for a live demo of Handoff Analyst, Risk Analyst, and Expansion Analyst and see how they're ready to work on day one.

EMEA July 7, 2026 | 2:00 PM BST | Register Now

North America July 8, 2026 | 9:00 AM PT | Register Now

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