In this course, you will explore the core features, setup process, health scoring methodology, executive dashboards, and AI-prioritized actions that drive ST’s strategic value for customer-centric teams. By the end of this course, you will be able to:

• Explain what Staircase AI is and how it enhances Customer Success operations.

• Describe the benefits of AI-driven analysis over manual CRM inputs.

• Outline the types of data Staircase AI ingests (emails, meetings, chat, support tickets).

• Differentiate between sentiment scoring at the contact level and dynamic account-level health scoring.

• Explain the steps required to set up Staircase AI, including integrations with Gainsight or CRMs.

• Recognize how ST uses behavioral signals—engagement, sentiment, response time, and support activity—to determine relationship health.