Principal Product Marketing Manager - Atlas
About the job
- 10+ years of product marketing experience in B2B technology; SaaS experience is preferred.
- Exceptional positioning, writing, and storytelling ability, including making sophisticated technology concrete and relevant to executive buyers and practitioners.
- Demonstrated product marketing experience taking a new product from zero to one or creating a new category, with the ability to explain decisions and mistakes.
- Deep, hands-on fluency with AI products and the AI-forward buyer, including personal use of AI tools in one's work.
- Ability to set objectives, choose methods, and take clear positions on ambiguous questions independently.
- Experience influencing product direction and executive decision-making as a peer, including with founders, general managers, or C-level stakeholders.
- Ability to move between high-level strategy and detailed execution, take action, operate credibly with executives, and drive alignment.
- Motivation to work in undefined territory without an established playbook.
- Own Atlas positioning, messaging, and category narrative end to end, including thought leadership about AI-native services, and evolve the narrative as the market changes.
- Conduct primary research, customer and prospect interviews, and win/loss analysis to become the definitive expert on the Atlas buyer.
- Build the go-to-market motion from scratch, including launch strategy and cadence, pricing and packaging input, first-call narrative, demo storyline, and sales enablement assets for credible first meetings.
- Partner with Product and Engineering to translate buyer signals into roadmap influence and translate roadmap into commercial value for customers.
- Partner with Demand Generation and Content to build demand for a product with no existing search volume, established keyword set, or installed base.
- Develop AI-native ways of working within product marketing, including agents, skills, and workflows that allow a small team to operate at greater scale, and document them for organizational adoption.
- Travel occasionally, up to 10%, for team meetings, training, or company events.
- SaaS experience.
- A knack for design and fluency in Figma and Canva.
- Startup experience, particularly at seed through Series B stage.
- Experience in a product line or business unit operating semi-independently within a larger company.
- Experience vibe coding prototypes, landing pages, and product imagery.
We’re building the AI-driven future of customer success, from retention to growth!
We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link.
About This Role:
We’re looking for a full-time Principal Product Marketing Manager, Atlas, to join our Marketing team reporting to the Director, Product Marketing. This role is a remote role based in the USA.
In this role, you'll be the founding product marketer for Atlas, our new AI-native services offering — a software-plus-services business that owns the outcome and manages renewal motions end-to-end on behalf of customers. Atlas has the velocity of a startup with the backing, distribution, and investment of Gainsight, and there is no existing playbook to work from: no established analyst category, no competitor to compare notes with, no precedent inside SaaS to borrow from. You'll be writing the playbook, not just for how we market this, but for how the entire motion gets built — pricing, packaging, delivery narrative, and go-to-market all at once. This is a senior individual contributor role: you'll act as a trusted delegate to our GM and executive leaders on all things Atlas, and you will personally write the narratives, build the decks, and author the positioning documents. You’ll bring a strong point of view on AI, not just in how we take agentic innovation to market but in how we execute product marketing, and you enjoy building the systems and processes to build an AI-native PMM team. The ideal candidate brings exceptional commercial writing, deep fluency in AI products and the AI buyer, and a demonstrated track record of taking a new product from zero to one, thriving in ambiguity.
What You'll Do:
Own positioning, messaging, and the category narrative for Atlas end to end — including thought leadership about AI native services — and evolve that narrative as the market moves.
Serve as the definitive expert on the Atlas buyer: run primary research, customer and prospect interviews, and win/loss analysis in a market where no established analyst coverage or buyer's guide exists yet.
Build the go-to-market motion from scratch: launch strategy and cadence, pricing and packaging input, first-call narrative, demo storyline, and the enablement assets a seller needs to run a credible first meeting.
Partner with Product and Engineering as the voice of the market, translating buyer signals into roadmap influence and translating roadmap into commercial value customers actually care about.
Partner with Demand Generation and Content to build the demand engine for a product with no existing search volume, no established keyword set, and no installed base to market into.
Pioneer AI-native ways of working inside the PMM function — building the agents, skills, and workflows that let a small team operate at a much larger scale — and document them so the rest of the org can adopt them.
This role may require occasional travel (up to 10%) for team meetings, training, or company events.
This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.
What We're Looking For:
10+ years of product marketing experience in B2B tech (SaaS preferred)
Exceptional positioning, writing, and storytelling. You make sophisticated technology concrete and relevant to both executive buyers and the practitioners
Demonstrated 0→1 product marketing experience: you have launched a new product or created a new category, not just marketed an existing one, and you can speak specifically to what you decided and what you got wrong.
Deep, hands-on fluency with AI products and the AI-forward buyer, including how you personally use AI tools to do your own work, not just how you market them.
Demonstrated comfort operating with wide latitude: you set your own objectives, choose your own methods, and take clear positions on ambiguous questions without waiting for direction.
Experience influencing product direction and executive decision-making as a peer, including with founders, GMs, or C-level stakeholders.
High comfort toggling between big-picture strategy and detailed execution, with a strong bias to action. You operate as a credible peer to executives — including in a General Manager or BU model — taking clear positions and driving alignment.
Genuine energy for undefined territory: you're motivated, not anxious, when there's no playbook.
Nice-to-have skills or experience:
A knack for design and the ability to work fluently in Figma and Canva.
Startup experience, particularly at seed through Series B stage.
Experience in a product line or business unit operating semi-independently inside a larger company.
Experience vibe coding prototypes, landing pages, and product imagery.
Why You’ll Love It Here:
Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:
Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.
The starting base salary range for this role is $180,000– $210,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.
We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.
Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here.
Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.
Our Parody Videos: No explanation needed. Just watch them here!
If this sounds like the right role for you, we’d love to hear from you.
Additional Information:
We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.
If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact [email protected].
If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.
About the company
Gainsight provides customer success management software and training for SaaS businesses. The core product is a platform that combines analytics, customer health scoring, and automated workflows to monitor and improve how companies engage with and retain customers. It aggregates data from multiple systems, surfaces at-risk accounts, and automates touchpoints to drive proactive engagement. Gainsight differentiates itself by pairing a comprehensive, ready-to-use CSM platform with extensive training and certification programs for Customer Success Managers, helping teams fully leverage the tool and scale customer success efforts. The company operates on a subscription model with tiered offerings, aligning its revenue growth with its customers’ retention and expansion. Overall, Gainsight aims to help subscription-based businesses reduce churn, increase lifetime value, and maintain strong customer relationships across industries like technology, finance, and healthcare.
Company Size
1,001-5,000
Company Stage
Acquired
Total Funding
$156.3M
Headquarters
San Francisco, California
Founded
2009
Get referred to Gainsight
See people who can refer or advise you
Simplify's Take
What believers are saying
- July 7, 2026 hires added Atlas, security, and AI leadership for scaling.
- October 31, 2025 community business added 60 customers, including Airtable, Figma, Zoom.
- May 6, 2026 Glean integration and September 15 Salesforce integration deepen ecosystem stickiness.
What critics are saying
- November 2025 OAuth token compromise forced Salesforce and HubSpot connector shutdowns.
- ShinyHunters-linked breaches exposed customer data and damaged trust in Gainsight integrations.
- If re-listing stalls after September 2026, enterprise renewals and expansion sales slow fast.
What makes Gainsight unique
- Gainsight unifies retention, learning, community, and product experience inside CustomerOS.
- September 15, 2026 Agentforce and Slack MCP connectors move insights into workflows.
- More than 2,000 companies use Gainsight’s AI agents and retention platform.
Help us improve and share your feedback! Did you find this helpful?
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Plan
- Unlimited Paid Time Off
- Remote Work Options
- Fertility Treatment Support
- Hybrid Work Options
Growth & Insights and Company News
6 month growth
0%1 year growth
0%2 year growth
-2%Gainsight unveils value-based pricing and ai-native retention services. October 21, 2026 At Pulse Europe, Gainsight revealed impressive momentum behind Atlas, its AI native services business. It announced that Agent Studio is now in beta. It also unveiled updates to Gainsight CS, Staircase AI, Customer Communities, Skilljar and Product Experience. The Gainsight blog provides further details. Additionally, it pre-announced to the European audience a shift in its pricing model for Gainsight CS away from per-seat pricing. The change will occur next year. That shift is an underlying trend among SaaS vendors as they realise the success of AI-powered automation and digital agents is undermining their revenue model. Other firms to make the shift to outcome- or value-based pricing include Adobe, IFS and HubSpot. A6 Group noted that Gainsight chose retention first because it already owns the data and playbooks for this problem area. Gainsight says its new AI-native services business, Atlas, launched in May at Pulse 2026, now manages over $75M in customer ARR. The company revealed the milestone at Pulse Europe in London on October 20, 2026. Atlas has also completed more than 7,000 agentic interactions to date. Atlas combines AI agents with Renewal Agent Managers to oversee long-tail account renewals, often for customers without a dedicated Customer Success Manager (CSM). The agents deliver personalized outreach at scale, while managers handle cases requiring human judgment. A shift to value-based pricing. Gainsight also pre-announced value-based pricing for Gainsight CS, available next year. The new model replaces per-seat licensing with pricing that scales with ARR and the number of customers managed. Staircase AI will be included. This pricing extends the three paths Gainsight introduced in May. Customers who build can connect any AI agent through MCP at no charge. Customers who buy get Gainsight CS with Staircase AI included, and "customers who hire work with Atlas", where contracts tie to results. Chuck Ganapathi, CEO of Gainsight, explained the rationale. He said: "Retention is a shared objective and should be treated as a team sport. "Any human or agent that touches the customer - Sales, Product, Services, FDEs, Marketing - needs the same customer context expected in Customer Success. Now that agents and people share the work, charging by the seat no longer fits. We are giving customers new ways to buy and access Gainsight." Agent Studio enters beta. Gainsight also announced that Agent Studio is now available in beta. Gainsight has opened up a wait list for interested organisations. Agent Studio is a specialized, AI-powered workspace built directly into Gainsight CS to help customer success (CS) teams automate workflows, build custom interfaces, and streamline daily post-sales operations. Unlike general-purpose AI tools, Agent Studio is deeply integrated with Gainsight's native CS objects like Calls to Action (CTAs), success plans, timeline entries, and health scores. Designed for both administrators and individual CSMs, the platform allows users to leverage pre-built skills or generate custom workflows using natural language. Teams can automate recurring tasks - such as daily briefing preparations, portfolio reviews, and post-call follow-ups - while maintaining enterprise-grade governance and permissions. Nothing acts autonomously; Agent Studio drafts recommendations and briefs that require explicit human approval before posting actions to Cockpit, closing CTAs, or updating success plans. Ultimately, Agent Studio bridges the gap between raw customer data and actionable execution. Thus, empowering CS professionals to scale their operations, reduce manual administrative overhead, and proactively manage churn risk without writing code. Enterprise times: what does this mean? For Gainsight, the announcements mark a strategic move from selling customer success software by user seat towards monetising measurable retention outcomes. Atlas gives the company a services-led revenue stream. While value-based pricing aligns Gainsight more closely with the customer revenue it helps protect. Including Staircase AI and offering free MCP access should also broaden adoption, encourage customers to connect external agents and strengthen Gainsight's position as the system of record for post-sales activity. Customers could gain more flexible access to the platform as AI agents assume work previously performed by licensed users. Pricing based on managed customers and ARR may better reflect business value than headcount, particularly for organisations serving large long-tail portfolios. Atlas offers an alternative for companies lacking the people or expertise to manage those accounts themselves, while Agent Studio could reduce administration and speed up routine customer success work. However, buyers will need transparent outcome measures, predictable pricing and clear accountability when automated workflows affect renewals or customer health. The big question is whether this new model will work for every company in all circumstances. What happens when companies are less successful, for instance? For the wider market, Gainsight's move adds momentum to the shift away from per-seat SaaS pricing. As AI reduces the number of people required to complete workflows, vendors can no longer assume that automation will increase licence volumes. Outcome-, usage- and value-based models are therefore likely to become more common. The approach also blurs the boundary between software and services: vendors increasingly provide technology, agents and human oversight as a combined offering. Competitors will need to reconsider packaging, demonstrate measurable returns and decide whether to support customers' chosen AI agents or promote their own. Gainsight is effectively betting that owning customer context and retention workflows will matter more than counting users, a proposition the market will now test.
Gainsight, the customer retention company, says its AI-native services business, Atlas, now manages more than $75 million of customer annual recurring revenue (ARR) in long-tail renewals. Atlas has handled more than 7,000 agentic interactions to date. The company also put Agent Studio into beta and preannounced value-based pricing for Gainsight CS, available next year. Pricing will move from per-seat licensing to a model that scales with ARR and the number of customers managed, with Staircase AI included and no charge for Model Context Protocol (MCP) access. Atlas pairs AI agents with Renewal Agent Managers to handle renewals for accounts that often lack a dedicated customer success manager. Agent Studio lets teams build workflows in plain language, and users approve every action. Gainsight announced the updates at Pulse Europe in London.
Gainsight vs. ChurnZero: Customer Success platforms compared (2026). Choosing the right Customer Success Platform (CSP) is crucial for retention and growth. Rewyud pit industry leaders Gainsight and ChurnZero against each other to help B2B buyers decide which best fits their needs for proactive engagement and scaled operations. Rewyud Editorial Saturday, September 19, 2026 Gainsight vs. ChurnZero: choosing your Customer Success Platform in 2026. In the fiercely competitive B2B SaaS landscape of 2026, customer retention isn't just a buzzword - it's the bedrock of sustainable growth. As businesses increasingly recognize that acquiring a new customer costs significantly more than retaining an existing one, the role of a robust Customer Success Platform (CSP) has never been more critical. These platforms are the nerve centers for customer health, engagement, and expansion, empowering teams to proactively identify risks, nurture relationships, and drive value. Two titans stand out in this vital category: Gainsight and ChurnZero. Both offer powerful toolsets designed to elevate customer success, but they cater to slightly different needs and operational scales. For B2B buyers navigating this strategic decision, understanding their core differences in capabilities, pricing, and philosophy is paramount. This comparison delves deep into what makes each platform unique, helping you align the technology with your customer success vision. Gainsight: the enterprise standard for proactive CS. Gainsight has long been considered the industry pioneer and gold standard for Customer Success. Born out of the necessity to scale proactive customer management, it's a comprehensive platform built for larger enterprises with complex customer journeys and significant data volumes. Gainsight excels at orchestrating sophisticated customer programs, automating workflows, and providing deep analytical insights. Key capabilities: * Customer 360: A unified view of customer data, integrating from CRMs, support tickets, product usage, and more. This holistic perspective empowers CSMs with immediate context. * Health Scores: Highly customizable health scoring models that factor in diverse data points to give a predictive risk assessment, allowing for early intervention. * Playbooks & Automation: Robust automation engines enable CSMs to execute predefined playbooks for onboarding, renewals, churn prevention, and expansion opportunities based on triggers. * Surveys & Feedback (Gainsight PX & CX): Integrated product experience (PX) and customer experience (CX) tools allow for in-app surveys, NPS collection, and sentiment analysis, closing the loop between product and success. * Analytics & Reporting: Advanced reporting and dashboards provide granular insights into customer health trends, team performance, and the ROI of CS initiatives. * Journey Orchestrator: Visually map and automate customer journeys, ensuring consistent and personalized experiences at scale. Pricing tiers: Gainsight's pricing is typically enterprise-focused and not publicly disclosed, reflecting its comprehensive feature set and consultative implementation. It generally follows a tiered model based on the number of CSMs, customer accounts, or seats. Expect custom quotes, often in the five to six figures annually, making it a significant investment primarily for mid-market to enterprise companies. ChurnZero: focused on fighting churn and driving adoption. ChurnZero positions itself as an anti-churn platform, purpose-built to help B2B SaaS companies combat churn and drive customer adoption. While it offers a broad range of CS functionalities, its strength lies in its intuitive interface and its emphasis on immediate actionability and measurable impact, often appealing to growing mid-market companies that need powerful CS tools without the extensive complexity of larger platforms. * Real-time Customer Data: Connects to CRM, product usage, and support tools to provide an up-to-the-minute view of customer activity and health. * Playbooks & Automation: Actionable playbooks guide CSMs through key moments in the customer lifecycle, with automated tasks and communications. * In-App Communications: A standout feature allowing businesses to send targeted in-app messages, surveys, and product tours directly within their own application, fostering proactive engagement and feature adoption. * Segmentation: Powerful segmentation capabilities enable granular targeting for personalized outreach and tailored success strategies. * Health Scores: Flexible health scoring allows businesses to define and track customer health based on custom metrics. * Reporting & Dashboards: Provides clear, easy-to-understand reports on customer health, engagement, and team performance, with a strong focus on churn metrics. ChurnZero's pricing is also quote-based but is generally perceived as more accessible for mid-market companies compared to Gainsight. Factors influencing pricing include the number of CSMs, active customers, and chosen features. Annual contracts typically start in the low to mid-five figures. Head-to-Head comparison: where they stand out. | Feature/Aspect | Gainsight | ChurnZero | :- | :- | :- | Target Market | Enterprise, complex operations | Mid-market to growing enterprise, SaaS-focused | Core Philosophy | Comprehensive CS platform, growth enablement | Churn prevention, adoption, immediate action | Data Integration | Robust, extensive, highly customizable | Strong, real-time, focused on actionable insights | Automation | Highly sophisticated, scalable | Powerful, intuitive, geared towards playbooks | In-App Engagement | Available (via Gainsight PX), powerful | Core strength, highly effective for adoption | Reporting | Deep, analytical, customizable | Clear, actionable, focused on key CS metrics | Ease of Use | Requires significant setup, powerful | More intuitive out-of-the-box, faster time-to-value | Pricing | Premium, enterprise-grade investment | Mid-market friendly, competitive | Why it matters For B2B organizations, the choice between Gainsight and ChurnZero isn't merely about features; it's about aligning a critical technology investment with your customer success maturity, operational scale, and strategic objectives. A misstep here can lead to underutilized software, frustrated CS teams, and, ultimately, preventable churn. * If you're a large enterprise with a mature customer success function, complex customer segments, and a need for highly customizable data models and sophisticated journey orchestration, Gainsight's depth and breadth will likely serve you better. Its robust ecosystem supports a truly proactive, enterprise-grade CS strategy. * If you're a growing mid-market SaaS company with a strong focus on reducing churn, driving product adoption, and empowering CSMs with intuitive, actionable tools, ChurnZero offers an excellent balance of power and usability. Its in-app communication capabilities can be a game-changer for engagement. Consider your existing tech stack, the size and complexity of your customer base, and your team's readiness for adoption. Both platforms require dedicated resources, but their implementation pathways and ongoing management vary. The rewyud verdict. The battle between Gainsight and ChurnZero is less about a clear
Gainsight gives Agentforce the customer context to retain and grow revenue. September 15, 2026 New AI-native Salesforce integrations bring customer health, risk, expansion and learning signals with next-best action into Agentforce and Slack, closing the gap between revenue and retention teams SAN FRANCISCO, September 15, 2026 - Gainsight, the customer retention company, today announced new headless agentic integrations with Agentforce and Slack to grow revenue. Chief Revenue Officers (CROs) and revenue teams can now act on customer intelligence that predicts retention and expansion, directly where teams work. Most revenue organizations still operate with two incomplete versions of the customer. Salesforce knows the deal, the account and the pipeline. Gainsight knows whether the customer is adopting the product, realizing value, building the right relationships and showing signs of risk or growth. Until now, teams had to manually carry intelligence across that gap. "Every revenue leader is asking the same question: how do I use agentic AI to drive higher retention? The answer is not another generic agent. It's giving agents the context to see how a customer is adopting a product, the ability to take the next-best action and ensuring customers have the capability to succeed," said Chuck Ganapathi, CEO, Gainsight. "Agentforce knows the revenue motion. Gainsight knows the customer, including their health, risk and whether they actually have the skills to get value from what they bought. Connecting those signals closes the gap where revenue is at risk and surfaces more expansion opportunities." Why a revenue problem is a retention problem The economics are unambiguous: If teams have a revenue problem, they have a retention problem. GRR and NRR are board-level metrics and CROs are increasingly responsible for the teams that drive them. McKinsey's analysis of more than 100 B2B SaaS companies found that companies in the top quartile of valuation multiples achieved median net revenue retention of 113%, compared with 98% for the bottom quartile, with median enterprise-value-to-revenue multiples of 24x and 5x, respectively. Gainsight brings critical context, next-best action and learning to Salesforce Gainsight's Agentforce and Slack integrations - available through Model Context Protocol (MCP) connectors - help leaders protect revenue and grow with context across the entire customer journey, automated AI workflows necessary to ensure handoffs between functions are smoother and the skills to get the most out of their purchases. Together, the features help revenue teams: * Protect renewals earlier. Gainsight surfaces product adoption trends, health scores, sentiment shifts and stakeholder changes that indicate risk long before it shows up in the forecast. Agentforce can now reason across commercial context and customer reality to surface health risk. * Surface expansion opportunities. Account teams can identify and prioritize growth opportunities using adoption depth, skill proficiency, outcomes attainment and relationship strength. When Gainsight signals that an account is ready to expand, Agentforce can open the opportunity in Salesforce automatically so teams can take the next best action. * Make the handoff smoother. Gainsight surfaces deal history, goals, key stakeholders, engagement patterns and risk indicators directly in Salesforce, giving AEs and CSMs a shared picture from the first post-sale conversation through renewal and expansion. * Close the capability gap. Skilljar learning and certification data surfaces alongside health and risk signals, giving account teams visibility into whether customers have the knowledge to adopt and expand, while enabling automated enrollment triggers when a gap is identified. Today, customers can build agentic workflows via Gainsight's MCP into Agentforce and Slackbot, across its Customer Success, Staircase AI, Skilljar, Customer Communities and Product Experience products. Customers can also buy Gainsight's pre-built agents, now integrated with Salesforce, including Expansion Analyst, which looks at Salesforce Opportunities. Gainsight is adding new packages to make integration setup easier. Visit Gainsight at Dreamforce Visit Gainsight at Dreamforce Booth #316 in San Francisco, September 15-17, 2026 for live demos, and don't miss the following speaker sessions: * September 16 at 1:30 pm: Teach Agentforce to Catch Churn Before Your Team Does with Ori Entis, EVP & GM, Product & Engineering, Gainsight * September 17 at 2:30 pm: A Revenue Problem Is a Retention Problem with Sarah Goodwin, SVP of Sales, Gainsight About Gainsight Gainsight is the retention engine behind the world's most customer-centric companies. The Gainsight platform orchestrates the customer journey from onboarding to outcomes. More than 2,000 companies trust Gainsight's applications and AI agents to drive learning, adoption, community connection and success for their customers. Learn more at www.gainsight.com. Featured Research
Gainsight gives Agentforce the customer context to retain and grow revenue. by Gainsight September 15, 2026 New AI-native Salesforce integrations bring customer health, risk, expansion and learning signals with next-best action into Agentforce and Slack, closing the gap between revenue and retention teams. SAN FRANCISCO, September 15, 2026 - Gainsight, the customer retention company, today announced new headless agentic integrations with Agentforce and Slack to grow revenue. Chief Revenue Officers (CROs) and revenue teams can now act on customer intelligence that predicts retention and expansion, directly where teams work. Most revenue organizations still operate with two incomplete versions of the customer. Salesforce knows the deal, the account and the pipeline. Gainsight knows whether the customer is adopting the product, realizing value, building the right relationships and showing signs of risk or growth. Until now, teams had to manually carry intelligence across that gap. "Every revenue leader is asking the same question: how do I use agentic AI to drive higher retention? The answer is not another generic agent. It's giving agents the context to see how a customer is adopting a product, the ability to take the next-best action and ensuring customers have the capability to succeed," said Chuck Ganapathi, CEO, Gainsight. "Agentforce knows the revenue motion. Gainsight knows the customer, including their health, risk and whether they actually have the skills to get value from what they bought. Connecting those signals closes the gap where revenue is at risk and surfaces more expansion opportunities." Why a revenue problem is a retention problem The economics are unambiguous: If teams have a revenue problem, they have a retention problem. GRR and NRR are board-level metrics and CROs are increasingly responsible for the teams that drive them. McKinsey's analysis of more than 100 B2B SaaS companies found that companies in the top quartile of valuation multiples achieved median net revenue retention of 113%, compared with 98% for the bottom quartile, with median enterprise-value-to-revenue multiples of 24x and 5x, respectively. Gainsight brings critical context, next-best action and learning to Salesforce Gainsight's Agentforce and Slack integrations - available through Model Context Protocol (MCP) connectors - help leaders protect revenue and grow with context across the entire customer journey, automated AI workflows necessary to ensure handoffs between functions are smoother and the skills to get the most out of their purchases. Together, the features help revenue teams: * Protect renewals earlier. Gainsight surfaces product adoption trends, health scores, sentiment shifts and stakeholder changes that indicate risk long before it shows up in the forecast. Agentforce can now reason across commercial context and customer reality to surface health risk. * Surface expansion opportunities. Account teams can identify and prioritize growth opportunities using adoption depth, skill proficiency, outcomes attainment and relationship strength. When Gainsight signals that an account is ready to expand, Agentforce can open the opportunity in Salesforce automatically so teams can take the next best action. * Make the handoff smoother. Gainsight surfaces deal history, goals, key stakeholders, engagement patterns and risk indicators directly in Salesforce, giving AEs and CSMs a shared picture from the first post-sale conversation through renewal and expansion. * Close the capability gap. Skilljar learning and certification data surfaces alongside health and risk signals, giving account teams visibility into whether customers have the knowledge to adopt and expand, while enabling automated enrollment triggers when a gap is identified. Today, customers can build agentic workflows via Gainsight's MCP into Agentforce and Slackbot, across its Customer Success, Staircase AI, Skilljar, Customer Communities and Product Experience products. Customers can also buy Gainsight's pre-built agents, now integrated with Salesforce, including Expansion Analyst, which looks at Salesforce Opportunities. Gainsight is adding new packages to make integration setup easier. Visit Gainsight at Dreamforce Visit Gainsight at Dreamforce Booth #316 in San Francisco, September 15-17, 2026 for live demos, and don't miss the following speaker sessions: * September 16 at 1:30 pm: Teach Agentforce to Catch Churn Before Your Team Does with Ori Entis, EVP & GM, Product & Engineering, Gainsight * September 17 at 2:30 pm: A Revenue Problem Is a Retention Problem with Sarah Goodwin, SVP of Sales, Gainsight About Gainsight Gainsight is the retention engine behind the world's most customer-centric companies. The Gainsight platform orchestrates the customer journey from onboarding to outcomes. More than 2,000 companies trust Gainsight's applications and AI agents to drive learning, adoption, community connection and success for their customers. Learn more at www.gainsight.com. Media Contact