What is Gainsight?
Gainsight provides a dedicated platform for managing post-sale customer relationships and driving retention. The software aggregates usage data, support tickets, and survey responses into a unified health score for each account. Teams rely on it to identify churn risks early and uncover expansion opportunities within their existing base.
Gainsight serves as a central hub for customer success operations, bringing together data points from various touchpoints across the customer lifecycle. The platform calculates predictive health scores that help account managers prioritize their daily outreach and interventions. It includes playbooks that automate routine tasks such as onboarding sequences, quarterly business reviews, and renewal reminders. Analytics modules allow leadership to track portfolio-wide metrics like net retention rate, gross churn, and product adoption trends. By integrating with existing CRM systems, it ensures that customer-facing teams have continuous visibility into account status without switching between applications. This structured approach helps organizations transition from reactive support models to proactive success management.
Ideal Customer Profile
B2B SaaS companies with established customer bases seeking to reduce churn and systematize their post-sale operations.
Key Features
- Predictive customer health scoring
- Automated success playbooks and journeys
- 360-degree customer view with timeline
- Renewal and expansion forecasting
- In-app product usage analytics
- Survey and feedback management (NPS, CSAT)
- Customer onboarding project management
- Portfolio-wide reporting and dashboards
- CRM integrations for data synchronization
How to use Gainsight
Teams typically integrate the platform with their CRM and product telemetry tools to establish baseline health scores. Customer success managers then use automated playbooks to guide their engagement cadences, logging all interactions directly within the system. Leadership monitors portfolio dashboards to allocate resources toward at-risk accounts and track overall retention performance.
Pricing
Pricing is not publicly listed and requires a custom quote based on company size and module requirements.
