How Parmonic Turns Gainsight Into a Video-Powered Education Engine

It's hard to engage customers because they are overloaded with content. When every vendor is pushing updates, emails, and webinars, education becomes easy to ignore. The teams that win retention and expansion embed product education directly into the customer experience, so it drives adoption.

Most CS teams are doing the work:

• Help articles
• Release notes
• Community posts
• Looms, webinars, walkthroughs

But the outcomes lag because:

• Customers don’t discover most of it
• Education stays manual and repetitive
• Communities turn into static content libraries - not adoption engines

The result is predictable: slower time-to-value, uneven feature adoption, and CS teams stuck re-explaining the same concepts instead of driving outcomes.

From Reactive Support to Proactive Enablement

Customer Success in 2026 is moving from ticket resolution to continuous enablement.

That shift shows up in three ways:

• Education embedded directly in customer workflows
• Ongoing enablement instead of one-time onboarding
• Fewer “where do I find this?” moments

Platforms like Gainsight are already the system of record for customer engagement - health scores, journeys, playbooks, communities.

The gap?
Education inside those workflows is still mostly text-based, fragmented, or bolted on.

Video explains products faster and more clearly than any other format.

Everyone knows that. Yet in most CS orgs, video is:

• Hard to operationalize
• Hard to maintain as products change
• Used tactically (one-offs), not systematically

A Loom link here. A webinar recording there. Maybe a Wistia embed if you’re organized.

That’s not customer enablement.

This is where Parmonic changes the equation.

Parmonic now works directly inside the Gainsight ecosystem - giving CS teams a structured, repeatable way to use video for:

• Onboarding
• Feature education
• Release communication
• Ongoing customer enablement

This is not "another embed."

Parmonic turns video into a reusable education layer that lives where customers already engage.

And with support for oEmbed outputs, Gainsight teams can now drop consumable video moments directly into Gainsight - without friction, without manual workarounds.

This is how scalable enablement actually works:

1. A new feature ships
2. The team creates a short walkthrough and uploads it to Parmonic
3. Parmonic creates an outline and breaks down the video into multiple pieces of digestible content
4. These short videos are published in the Gainsight community or customer hub
5. Customers discover it in context, understand it faster, and adopt sooner

The downstream impact is immediate:

• Fewer repetitive explanations from CSMs
• Faster customer comprehension
• More consistent feature usage across accounts

Why This Is Different From Just Sharing Video Links

This is not YouTube. This is not Wistia.

Those tools host videos. They don’t operationalize education.

What’s different here:

• Video is organized by use case, not by file name
• Updates don’t require re-recording everything from scratch
• Content is reusable across onboarding, releases, and enablement

Video stops being a one-off asset and becomes infrastructure.

That’s the difference between “we have videos” and “we scale education.”

Business Impact

When video becomes part of your CS system and not just a side channel, you get compounding returns:

• Faster time-to-value
• Higher and more consistent feature adoption
• Scalable customer education without headcount growth
• Lower support and enablement load
• Communities that drive outcomes, not just engagement metrics

This directly impacts retention, expansion, and pipeline velocity.

The Bigger Picture

Gainsight is evolving from a CS platform into a true enablement layer.

Parmonic makes video the most scalable format inside that system, especially now that oEmbed support allows frictionless placement of video moments wherever customers already are.

The future of customer education isn’t more content. It’s better in-workflow experiences.

If your CS team is serious about scaling impact without scaling effort, this is the direction the stack is heading.