Most CS leaders treat self-service as a cost play . The goal is to deflect more tickets, reduce headcount, and hit efficiency targets. But…

Most CS teams calculate customer retention rate once a quarter, drop the number into a QBR deck, and move on. The metric gets reported, filed,…

Most companies treat product adoption as a product analytics metric. The product team tracks it in dashboards. But CS leaders own the renewal outcome when…

Pulse 2026 started today in Las Vegas, where we pulled back the vines to reveal an undiscovered treasure trove of retention. Post-sales professionals from around…

Each year, we look for standout achievements in our community, and every year, you deliver. The 2026 GameChanger Award winners are teams that used Gainsight…

As I write this, four astronauts are doing something no human has done since 1972: looping around the Moon on Artemis II , 252,756…

Over the past few weeks, I have spoken with many of you regarding the security advisory involving our Connected App on Salesforce and promised a…

Customer Success (CS) teams are operating in a far more demanding environment than even a few years ago. Customer bases continue to grow. Products are…

Over the past few weeks, I’ve had dozens of conversations with CEOs whose products connect to Salesforce, especially AI-native and agentic companies whose workflows depend…

Here’s a look back at the Customer Success (CS) content that defined the year. All year long, you gravitated toward the content that helped you…