The New Rules of CS: Stop Tracking Adoption. Start Predicting Retention

If you’re just measuring logins and clicks, you’re not actually tracking adoption. You’re just reporting. Most adoption metrics measure logins and clicks, which were useful when companies measured CS on activity. In 2026, it’s more important than ever that your adoption metrics tell you  who’s realizing value, who’s at risk, or who’s on track to grow.

In this webinar, Gainsight’s Sr. Manager of Digital CS, Jared Block, will break down why traditional adoption signals can miss the mark, give leaders a false sense of renewal confidence, mislead health scores, and make it harder for CSMs to focus where it counts.

You’ll also learn:

• What signal-driven adoption looks like in practice, and how it helps teams focus where outcomes are possible
• How to deliver a consistent and scalable adoption motion that goes beyond “one-size-fits-all”
• How to demonstrate value so the impact is obvious long before renewal