Gainsight is the category-defining customer success platform used by hundreds of enterprise SaaS companies. It provides CS teams with health scores, automated playbooks, and deep product usage analytics to proactively manage retention and expansion.
Product Overview
Gainsight centralises customer data from CRM, product analytics, support tickets, and NPS surveys into a unified customer 360 view. Health scores are built from this data, and automated playbooks trigger CSM tasks when health declines. Gainsight PX extends this into in-app user engagement and onboarding.
Key Features
- Customer Health Scores: Composite scores built from product usage, engagement, support, and NPS data.
- Automated Playbooks: Trigger CSM tasks, emails, and escalations based on health score changes.
- Timeline: Centralised log of all customer touchpoints — calls, emails, QBRs, and notes.
- Gainsight PX: In-app engagement, feature adoption tracking, and onboarding guides.
- Renewal & Expansion Management: Renewal forecasting, risk scoring, and expansion opportunity identification.
Best For
Enterprise SaaS companies with large CS teams that need sophisticated health scoring, playbook automation, and renewal management at scale.
Pricing
Custom pricing — enterprise contracts typically start at $50,000–$100,000/year depending on customer count.
Key Integrations
Salesforce, HubSpot, Zendesk, JIRA, Slack, Mixpanel, Segment, Snowflake
Pros
- Most powerful CS platform available
- Deep product analytics integration
- Highly configurable health scores and playbooks
Cons
- Very expensive
- Complex to implement and configure
- Overkill for smaller teams
