The New Rules of CS: Turning Risk Signals Into Action

Risk is showing up earlier and faster than most teams can keep up with.

Signals are everywhere, but more visibility can make it harder to know what actually matters and when to act.

In this session, Gainsight’s Sr. Director of Advisory Services, Taylor Johnston, and Principal Customer Success Manager, Kelsey Bennett, unpack how modern CS teams are building risk engines that see the signals that matter and act on them fast. You’ll learn how to detect early indicators of revenue loss across your entire book of business, including long-tail segments where you can’t chase every account.

We’ll break down:

• How to build a risk framework that separates signal from noise and ties each flag to a clear next step
• How to focus your team’s time on the accounts that matter most
• How to spot signals that indicate churn risk or growth potential, and respond with the right play