Gainsight Proves AI-Native Services Model for Retention as Atlas Manages Over $75M in Customer ARR

New value-based pricing for Gainsight CS opens the platform to every team and agent responsible for retention; Agent Studio enters beta

LONDON, Oct. 20, 2026 (GLOBE NEWSWIRE) -- Gainsight, the customer retention company, is delivering on its promise to own retention outcomes for customers with its new AI-native services (AINS) business, Atlas, announced in May. Atlas demonstrates early momentum with more than $75M of customer ARR under management in long-tail renewals and more than 7,000 agentic interactions to date.

Extending its commitment to customer outcomes, the company also announced Agent Studio is now in beta and preannounced value-based pricing for Gainsight CS, available next year. The new pricing model shifts customers from per-seat licensing to value-based pricing that scales with ARR and number of customers managed through Gainsight, with Staircase AI included and no charge for Model Context Protocol (MCP) access.

The announcements come as retention leaders gather at Pulse Europe in London to examine how AI is changing the fundamentals of customer retention, including how customers buy, how they consume software products and what boards expect from post-sale organizations.

“Retention is a shared objective and should be treated as a team sport,” said Chuck Ganapathi, CEO of Gainsight. “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.”

The new value-based pricing extends the three paths Gainsight introduced in May: Customers who build can connect any AI agent to Gainsight through MCP at no charge; customers who buy get Gainsight CS with Staircase AI included; and customers who hire work with Atlas, where contracts are tied to results.

Atlas pairs AI agents with Renewal Agent Managers to manage renewals for long-tail accounts that often lack a dedicated Customer Success Manager (CSM). Agents handle personalization and scale, and Renewal Agent Managers step in when a situation calls for judgment.

Agent Studio Enters Beta

Agent Studio is an agentic workspace inside Gainsight CS where Customer Success teams describe the workflows they need in plain language and reuse them across the team.

Beta customers can:

• Turn repeat work into reusable skills. Administrators set company-standard skills and CSMs add their own. A skill is a saved workflow that can run on a schedule, such as a nightly account briefing that prepares CSMs for the day and flags accounts at risk.
• Get work done without leaving Gainsight. Agent Studio can take action in Gainsight, such as closing a CTA or updating a success plan, for a user to review. Teams can also build dashboards, page layouts and custom success plans, and revise them in plain language.
• Stay in control. Users approve every action before it happens and existing Gainsight permissions and security controls continue to apply. Administrators manage MCP connections, access and token usage at the user level.
  
  

Gainsight also released updates across Gainsight CS, Staircase AI, Customer Communities, Skilljar and Product Experience at Pulse Europe. Details on each are available on the Gainsight blog here.

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
Jocelynn Stidham
PR for Gainsight
jocelynn.stidham@gainsight.com