The next era of CS Operations is waiting to be discovered.

Operations is no longer just process and tooling. It's your blueprint for scaling CS efficiency, aligning revenue teams, and turning customer data into your most powerful growth asset.

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Pulse is truly inspiring! Exploring the latest strategies and insights across Scaled and Digital Customer Success reaffirmed how exciting it is to be part of this innovative field.

Cooper Roe

Senior Business Operations Strategist, Zendesk

What you’ll walk away with

Frameworks to Scale CS Operations Without Scaling Headcount

Learn how the most effective CS Ops teams are building the systems, health scoring models, and journey frameworks that make their CS organizations run smarter — so your team can drive more impact without adding more resources.

AI + Ops Playbooks That Automate the Work Behind the Work

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Discover how CS and Revenue Ops leaders are using AI to automate manual workflows, sharpen health scoring, and surface the right signals at the right time — freeing your team to focus on strategy instead of spreadsheets.

Peer Insights From Ops Leaders Building the Blueprint for What's Next

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Go beyond theory with candid conversations from CS and RevOps leaders sharing how they’re designing the operational foundations that align teams, unify data, and give customer success a clear and undeniable seat at the revenue table.

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We know you’ll love these sessions!

The old CS Ops playbook won't keep up. Uncover the new playbook at Pulse!

MAY 27TH - 10:30AM-11:15AM

Metrics

You have the data—Timeline activity, onboarding milestones, customer goals, executive engagement. But getting it into a single, trusted view that actually measures CSM performance is where many teams get stuck. Discover how to solve this by building reusable KPI datasets in Gainsight Data Designer, which provides one consistent, scalable foundation for CS measurement.

MAY 27TH - 2:15PM-3:00PM

Securing a Seat at the Table: How to Architect a CS Data Foundation That Earns GTM Influence

CS is responsible for protecting and growing a significant share of company revenue. The data foundation should reflect that, but too often it doesn’t. Instead, CS teams are making strategic decisions on fragmented data pulled from systems they don’t own and can’t shape. In this session, you’ll learn how to architect a unified data model across CS, Sales, and Marketing that turns Gainsight into an engine pushing engagement signals back to the business.

MAY 28TH - 11:00AM-11:45AM

What “Good” Actually Looks Like: Real Talk From Gainsight Admins

Pull up a chair for an honest, behind-the-scenes conversation with experienced Gainsight Admins. In this interactive session, we’ll go beyond best practices and into real-world realities to explore what works, what doesn’t, and what “good” looks like in production environments. Whether you’re building credibility, scaling operations, or driving executive alignment, you’ll walk away with practical insights you can apply immediately.

MAY 28TH - 2:45PM-3:30PM

Change Without Chaos: How CS Ops Holds It Together During Organizational Transformation

Acquisitions, divestitures, reorgs are the moments where CS Ops either becomes the stabilizer or gets buried in the fallout. In this session, Carol Keyes and Catherine Bacon share how their team at BMC navigated major structural shifts by turning complex mandates into clear workflows that frontline teams could actually follow.

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