Staircase March 2026
This month is all about helping you get more out of Staircase, with a focus on using reporting more strategically and bringing customer intelligence into your team’s daily workflows. Inside, you’ll find updates designed to help you learn, connect, and drive more impact.
Let’s dive in!😀
In Case You Missed It: Bring Staircase Into Your AI Tools
The MCP Server brings Staircase insights directly into AI tools like ChatGPT, Claude, and Gemini so your team can take action without switching systems.
Whether you are preparing for a renewal, analyzing expansion signals, or drafting a follow-up, every answer is grounded in real customer conversations. No copying notes. No rebuilding context. No second-guessing the data.
With MCP, your team can:
• Get instant, account-specific answers backed by real interactions
• Prepare faster with AI-generated summaries and account briefs
• Identify risk and expansion signals without digging through timelines
• Take action directly in the tools your team already uses
To help teams get started, we have also been experimenting with a Use Case Prompt Library. It is a set of pre-built prompts designed around common Customer Success workflows like renewals, expansion, and executive alignment.
Think of it as a starting point. As you explore MCP, we would love your feedback on what is working and what prompts are most valuable.
Explore Staircase MCP & View Use Cases
Export Reports to Find Bigger Patterns
One of the most valuable ways to use Staircase reporting is to zoom out. Export reports like Account Details or Account Communications and use them to analyze broader trends across your customer base. This can help you identify repeatable risk drivers, common engagement gaps, and expansion signals that show up across similar accounts. Teams can also use these exports with AI tools or BI workflows to uncover patterns that are difficult to spot one account at a time.
Pair Engagement Data With Renewal Timing
The Account Communications report becomes far more powerful when viewed alongside renewal timing. Filter for accounts renewing this quarter or next quarter, then look for signs of weak engagement like low activity volume, stale last touch dates, or no recent decision-maker outreach. This helps teams quickly separate healthy renewals from accounts that may look fine on paper but have gone quiet in practice.
Filter Stakeholder Reporting to Focus on the People Who Matter Most
Stakeholder reporting is most effective when it is intentional. Rather than pulling every contact into one large report, start with the roles that matter most for retention and growth such as decision makers, champions, and key influencers. This makes the report easier to work with and helps your team focus on whether the right people are engaged, not just whether activity exists. For larger customer bases, consider splitting reports by segment or tier to keep reviews manageable and reliable.
Learn More
Understanding “Effort Time” in Staircase Reporting
Dawn Cassidy is exploring how to use Staircase reporting to better understand team performance and inform planning decisions. She raised a question around how “Effort Time” is calculated and how to interpret it when building reports for managers.
As teams increasingly rely on data to drive decisions, understanding key metrics like this is essential.
Join the discussion and see how others are approaching it
What Does “Average” Mean in Staircase Relationship Insights?
Melissa Korzun raised a question about how “average” metrics are calculated in Staircase relationship insights. When reviewing indicators like response time, sentiment, and formality, what baseline is used for comparison—individual patterns, account-level interactions, or a broader dataset?
Understanding how these benchmarks are defined can help teams better interpret relationship health and insights.
Join the discussion and explore how others are interpreting these metrics
Staircase AI Office Hours
Have questions about Staircase AI? Join our weekly Office Hours sessions—open to all customers.
What to expect:
- Live answers to your questions from Staircase experts
- Peer discussions on what’s working (and what’s not)
- Practical tips to get more value from Staircase AI
📅 When: Every Wednesdays at 11 AM ET
Whether you’re just getting started or already a power user, this is your space to ask questions, get guidance, and learn from others.
Register here
Upcoming Webinar: H1 FY27 Roadmap Webinar: The Road Ahead for Customer Success
April 8, 2026 | 8:00 AM PST
The tech landscape is evolving fast—and Customer Success is evolving with it. Join us for an inside look at where we are today and the bold bets shaping the future of CS.
What you’ll learn:
- How Gainsight CS is driving stronger sales alignment and expansion impact
- How Staircase is enabling smarter, more prescriptive AI-driven workflows
- How Atlas Agents are scaling engagement across long-tail customers
Discover how AI agents, smarter signals, and scalable execution are transforming how CS teams operate.
Save your spot