At Pulse 2025, Gainsight’s annual conference, Gainsight unveiled Atlas, a new generation of AI Agents to assist customer success teams. Each Agent is specifically developed to fulfil tasks to support a role within the post-sale customer journey. The company announced five agents, two of whom are available now. Customers can sign up for a waiting list for the other two.
The four agents are:
- Staircase AI Agent (available now)
- Gainsight AI Agent in Slack (available now)
- Adoption AI Agent
- Moderation AI Agent
As organisations deploy these new Agents, they will help automate processes at scale. They will help clients with processes from onboarding to outcomes, each action personalised for each customer and automated intelligently.
Importantly, Gainsight makes the distinction that these agents do not replace the human element but work alongside them. It does mean that every human becomes more productive, though, in theory, this either enables organisations to scale or fewer people will be needed to support the same number of customers.
The Agents work in conjunction with the Gainsight CustomerOS platform, which helps customers to learn, adopt, connect, and succeed. The agents help monitor every customer interaction at a scale that reduces the number of CSMs required to manage a customer portfolio.
Nick Mehta, CEO of Gainsight, commented, “Atlas represents our vision for the future of enterprise software. It marks a clear shift from people-serving software to software serving people. For decades, teams have spent hours entering data, building dashboards, and managing workflows.
“With Atlas, companies can hire AI agents to take on that repetitive work, freeing people to build personal connections and making every customer feel special.”
Staircase AI Agent
The Staircase AI Agent is what Gainsight claims to be the world’s first Renewal AI agent. The Agent is designed to work for organisations that operate with long-tail segments. It is a segment where companies have historically focused on winning new business rather than maintaining subscription levels because of the cost of doing so.
The Renewal agent operates at a scale that is economic for organisations selling in large volumes. The AI can deliver a personalised experience to customers to help reduce churn and increase renewal rates.
The Staircase AI Agent helps customer success teams by analysing customer communications and identifying customers at risk of churn. It analyses the real-time sentiment across messages on multiple channels, including emails, support tickets, Slack threads, product usage, chats and meetings.
Staircase AI then flags users with alerts when it spots issues. Those alerts are surfaced in the applications customer success managers work in, whether that is Slack, Teams or Emails. Organisations can also embed Staircase dashboards in their CRM or Gainsight CS application, to keep an eye on trends.
Sentiment is a key factor in identifying churn. Ido Medan David, Director of Customer Success, Syte, commented, “Understanding sentiment is also helping Syte move on from the traditional reactive approach and save more at-risk accounts for reduced churn. The company’s CS stack is now a potent and productive one that promotes sustainable growth.”
Importantly, the Staircase AI can determine where on the Staircase of a relationship every customer sits. The AI will identify where a relationship is strong or weak. It will also identify when a relationship is slipping down that Staircase highlighting a trend early on. This is important, as corrections made quickly can often stem the momentum that can see customers tumble down the Staircase faster and faster.
Benefits seen by Staircase AI
Staircase AI has already proven worthwhile amongst early adopters with quantifiable benefits. Seth Kahn, Head of Customer Experience Tackle, commented, “The ability to forecast renewals with 95% accuracy is a game-changer for our operations and our confidence in decision-making.”
Customers have seen tripling of growth over the last year. The Staircase Agent works alongside humans to improve productivity. At Launch Potato, it helps CSMs save an estimated 25% of their time. Thus, reducing the workload for manual account assessments.
Madeline Shaw, Senior Director of Implementation and Customer Success at Mindbody. “AI agents that personalize outreach, learn in real-time, and proactively address adoption challenges are exactly what modern Customer Success teams need. With tens of thousands of small business customers and a lean, high-impact team, we’re always looking for smarter ways to scale—and Atlas, from Gainsight, is the breakthrough we’ve been waiting for.”
Gainsight AI Agent in Slack
The new Gainsight AI Agent brings Customer Success capabilities directly into Slack. It surfaces information from within Slack using a natural language interface. Users can also take action on any insights that surface.
Users can track renewals, ARR, and product adoption without logging into Gainsight. As users create channels, they can add the Agent to them to share information in the flow of work, bringing information about sentiment trends, health scores, risk insights, product usage, ticketing history and more, to the place where people work.
Users can then draft emails and create EBR summaries, each individually tailored to a specific customer. Where necessary, meetings can be summarised and key actions extracted and placed in Slack.
Other Agents are coming
Gainsight also revealed two agents that will be rolling out soon. The Adoption AI Agent will automatically detect drop-off points. It can design and help implement subsequent personalized recovery paths. It can assist users in conducting these interventions at scale, automating many of the processes that might have previously taken hours or days of preparation by a Customer Success Manager.
The Moderation AI Agent works with customer communities. It automatically cleans up threads, highlights risks, and maintains the community. In active communities, moderators are often needed to check posts. The AI Agent can flag posts that break protocols and ensure that any entry within a community is on-brand.
Enterprise Times: What does this mean
The Age of Agentic AI is here now for customer success teams. Gainsight clarified that it will enable organisations to manage customer success at scale. Customer Success is new in many industries. The Atlas Agents could help organisations that are new to Customer Success, or even those that have not yet considered Customer Success, to implement a Customer Success strategy and leverage Atlas Agents at a cost point that works.
While the announcement and details at Pulse 2025 were full, the release omitted any pricing information and did not indicate when the new agents would be available.
