Gainsight

Treat every customer like your best customer with Retention-as-a-Service. gainsight.com

Customer Success Tools
★★★★★ 4.5
2009 Founded
1001-5000 Employees
3,500+ companies worldwide Customers
San Francisco, California, USA Headquarters
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Quick Facts

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Website
gainsight.com →
Starting Price
unknown
Pricing Model
tiered
Free Trial
unknown days
Company Type
acquired
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About Gainsight

Gainsight is a leading customer success platform that helps B2B companies drive durable, customer‑led growth by orchestrating the entire post‑sales journey—from onboarding and adoption to renewal and expansion. Its CustomerOS brings together customer success, product experience (PX), customer education (Skilljar by Gainsight), communities, and AI‑powered insights in a single operating system so teams can see a 360° view of every account, monitor health, and trigger the right human or digital touch at scale. gainsight.com

Founded in 2009 (originally as JBara Software) and rebranded as Gainsight under CEO Nick Mehta, the company has been a category creator and long‑time leader in customer success software. In 2020, Vista Equity Partners acquired a majority stake in Gainsight in a deal valuing the business at about $1.1B, underscoring its position as a flagship platform in the customer success market. forbes.com Today Gainsight reports more than 1,200 global employees and serves over 3,500 companies worldwide on its platform. gainsight.com

Gainsight’s product portfolio centers on Gainsight CS (customer success), Gainsight PX (product experience analytics and in‑app engagement), Skilljar by Gainsight (customer education), Customer Communities (powered by inSided), and Staircase AI (conversation and sentiment intelligence agents). Together they enable health scoring, journey orchestration, success planning, product usage analytics, NPS and CSAT programs, community engagement, and AI‑driven automation, all connected via rich integrations with systems like Salesforce, Zendesk, ServiceNow, Snowflake, and more. support.gainsight.com

Security, compliance, and scale are a major part of Gainsight’s value proposition for large enterprises. The company is SOC 2 Type II and ISO 27001 certified across products, GDPR compliant, HIPAA compliant for its CS and PX products, and among the first to achieve the new ISO/IEC 42001 AI management standard. support.gainsight.com In 2025 it also expanded its EU data center footprint for Staircase AI to support stricter data residency and AI governance requirements. support.gainsight.com At the same time, Gainsight has recently been in the news due to a Salesforce‑connected security incident involving OAuth tokens used by Gainsight‑published apps; Salesforce temporarily revoked access while both companies investigate. reuters.com Despite this, Gainsight remains widely recognized by analysts such as Gartner and Forrester as a leader in the customer success platform category. gainsight.com

Key Features

Customer 360 profiles - consolidate account details, product usage, support history, contracts, and relationship context into a single, configurable view for each customer. support.gainsight.com

Health Scorecards - model customer health across multiple dimensions (usage, sentiment, support, financials, etc.) with numeric or color-grade scores that drive proactive interventions. support.gainsight.com

Adoption Explorer - ingest and analyze granular product usage data by account and user to understand feature adoption, engagement trends, and risk patterns. support.gainsight.com

Cockpit, CTAs, and Playbooks - central task workspace where CSMs manage calls-to-action triggered by health changes, product signals, or lifecycle events, guided by standardized playbooks. support.gainsight.com

Journey Orchestrator - marketing-grade journey engine for automated, multi-step email and in-app programs personalized by health score, segment, lifecycle stage, and behavior. support.gainsight.com

Renewal Center and CSQLs - revenue-focused workspace and scores that help CS and sales teams forecast renewals, flag at-risk deals, and generate Customer Success Qualified Leads for upsell. support.gainsight.com

Surveys and Voice of Customer - built-in engine for NPS, CSAT, and other surveys with analytics that feed directly into health scoring and playbooks. gainsight.com

Timeline and Gainsight Home - activity feed and personal workspace that centralize meeting notes, emails, tasks, and portfolio dashboards so CSMs can manage their day in one place. support.gainsight.com

Spaces and Customer Communities integration - secure external portal and community integration where customers and CSMs collaborate on goals, success plans, reports, and resources. support.gainsight.com

Sally and Atlas AI agents - AI assistants that surface summaries, health signals, and recommended actions from emails, calls, tickets, and product data, and can draft outreach at scale. support.gainsight.com

Horizon Analytics dashboards - advanced reporting on customer health trends, product engagement, churn, and expansion with configurable dashboards for executives and front-line teams. support.gainsight.com

Rules Engine and Data Designer - no-code data pipeline and transformation tools to join, aggregate, and calculate metrics from CRM, support, billing, and warehouse data. support.gainsight.com

Sightline Vault best-practice templates - library of pre-built playbooks, dashboards, scorecards, and journeys contributed by Gainsight and customers to accelerate time to value. support.gainsight.com

Mobile app - native iOS and Android app for quick access to customer 360s, health, notifications, and Timeline notes on the go. apps.apple.com

Deep connectors ecosystem - out-of-the-box connectors and marketplace integrations for CRM, support, billing, data warehouses, and marketing tools (e.g., Salesforce, Zendesk, Snowflake, Segment). gainsight.com

Pros & Cons

👍 Pros

  • Robust, customizable customer health scoring and 360 account views that give teams a clear picture of risk and opportunity. support.gainsight.com
  • Powerful automation through Journey Orchestrator, Rules Engine, and CTA playbooks that helps scale outreach and standardized processes. support.gainsight.com
  • Extensive integrations - especially with Salesforce and support tools like Zendesk - that let teams unify data across their customer stack. gainsight.com
  • Rich reporting and dashboards that support executive visibility, forecasting, and data-driven decision-making for customer success. support.gainsight.com
  • Mature ecosystem with community, events (Pulse), best-practice content, and Sightline Vault templates that shorten time to value and share CS playbooks. gainsight.com

👎 Cons

  • Steep learning curve and administrative complexity; many reviewers note that configuring and maintaining Gainsight often requires a specialized admin. g2.com
  • Implementation can be lengthy and resource-intensive compared with lighter-weight tools, particularly when integrating multiple data sources. gainsight.com
  • Pricing is on the higher end of the market and is quote-based, making it less accessible for small teams compared to SMB-focused alternatives. trustradius.com

User Reviews

G2
4.5
★★★★★
Capterra
4.4
★★★★☆
TrustRadius
8.9
★★★★★

Integrations

Salesforce SAP Sales Cloud Zendesk ServiceNow Jira Freshdesk Intercom Slack Gong Pipedrive Zuora Google Analytics Mixpanel Segment Snowflake Amazon Redshift Google BigQuery MySQL Postgres Zapier Fivetran Skilljar Productboard

Best For

Company Size

mid-market enterprise

Industries

SaaS Technology Financial Services Manufacturing Healthcare Cybersecurity

Use Cases

Centralizing customer data and building a single source of truth for postu2011sales teams Customer health scoring and churn risk detection Onboarding, adoption, and customer journey orchestration at scale Renewal management and expansion forecasting Digital customer success for longu2011tail and techu2011touch segments Customer feedback, NPS programs, and voiceu2011ofu2011customer analytics

FAQ

What is Gainsight?

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Gainsight is an enterprise-grade customer success and product experience platform that helps B2B companies reduce churn, improve product adoption, and grow net revenue retention. Its CustomerOS brings together Gainsight CS (customer success), Gainsight PX (product analytics and in-app engagement), Skilljar by Gainsight (customer education), Customer Communities, and Staircase AI agents to give teams a unified view of each customer and orchestrate human and digital engagement across the entire post-sales journey. gainsight.com

How much does Gainsight cost?

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Gainsight uses quote-based pricing for its main products. The Gainsight CS pricing page lists Essentials and Enterprise packages with defined user and customer record limits, but requires prospects to Request Pricing rather than publishing list prices. gainsight.com Third-party sources like TrustRadius reference subscription pricing starting around $2,500 per company per month for Gainsight CS, but these figures are indicative only; actual pricing depends on products, user counts, data volumes, and contract length. Gainsight PX additionally offers a free Starter tier (up to 100 monthly active users) and paid plans starting at several hundred dollars per month for higher MAU thresholds. trustradius.com

What are the main features of Gainsight?

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Core Gainsight CS capabilities include Customer 360 profiles, configurable health scorecards, product usage analytics via Adoption Explorer, Cockpit CTAs and Playbooks, Journey Orchestrator for automated email and in-app journeys, Renewal Center for forecasting, robust survey and NPS programs, Timeline activity tracking, and advanced reporting through Horizon Analytics. support.gainsight.com Beyond CS, the Gainsight suite adds Gainsight PX for product analytics and in-app guidance, Skilljar by Gainsight for customer academies, Customer Communities for peer-to-peer engagement, and Staircase AI for conversational intelligence and agentic AI use cases. gainsight.com

Who are Gainsight's main competitors?

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Gainsight competes with other dedicated customer success platforms such as ChurnZero, Totango, Planhat, and Vitally, as well as broader CRM and CX suites like Zendesk and HubSpot Service Hub in some deals. These alternatives often emphasize faster time-to-value or simpler administration, whereas Gainsight differentiates on depth of configuration, analytics, and breadth of modules for large and complex organizations. scmgalaxy.com

Is Gainsight good for small businesses?

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Gainsight can technically support smaller businesses, especially via its Essentials packaging, but it is generally optimized for mid-market and enterprise organizations with dedicated customer success and operations resources. Reviewers often note that the platform's power and configurability come with complexity and higher cost, making it a better fit for companies with a significant recurring-revenue base, multiple data sources to integrate, and a need for advanced automation and analytics. Smaller teams with simpler needs may find lighter-weight tools like Custify, Vitally, or ClientSuccess easier to implement and maintain. capterra.com

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