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How to Provide a High-Touch Product Experience While Social Distancing

With the global shift to remote work, our customers have experienced a 50% increase in Monthly Active Users. All of us are spending more time in our

March 30, 2020

Managing Churn During COVID-19: A Conversation with Bessemer

As SaaS leaders tackle the unexpected management implications of COVID-19, there has never been a better time to double down on retention

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5 Tips To Do More With Less In Customer Success During Covid-19

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in

March 31, 2020
  • Lauren Denault


    [Gainsight]'s been one of the best decisions we've made. Our team is now contacting customers exactly when they need proactive love rather than after they've asked for help, and our first copilot email has convinced a huge number of customers to turn on critical features with the click of one button.
  • Heather Hansen


    Our business is very complex with lots of products, and even in that scenario, Gainsight has proved to be a great tool to help our CSMs have a holistic view of their customers and track their interactions. I'm not sure there's a situation where I wouldn't recommend it. On top of that, the support team and our CSM truly treat us like their only customer.
  • Howard Tarnoff


    We are all about Advocacy and providing Successful Customers with a podium and a microphone to tell their stories and with Gainsight we now have our fingers on the "PULSE" of our customers. We can ensure that customers get the right attention at the right time. Without Gainsight it was not possible to preemptively support customer health.
  • Greg McGlaughlin


    We recently became Gainsight customers and have had a tremendously positive experience with the company and with the system. The act of getting Gainsight up and running at our company has been so smooth and successful, it has greatly exceeded my expectations and serves as a model for how we should roll-out all of our programs.

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The Buyer’s Guide to Customer Success Solutions

Evaluating and purchasing a Customer Success solution can be… complicated. We've made it easy to make sure you don't miss anything with our platform-agnostic guide.

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The Team You Create: Lessons From Joe Theismann Image

The Team You Create: Lessons From Joe Theismann

Today, I had the pleasure of listening to a recent client event hosted by one of my favorite athletes, Joe Theismann. Now, I am a west coast girl who loves college basketball, bleeds red and blue, and is true to my beloved Arizona Wildcats. But I am also a Phoenician and always support the Arizona Cardinals, especially the amazing Larry Fitzgerald. A true class act. In my house growing up, the Cowboys were our team, Tom Landry was deeply respected, and Roger Staubach was king. However, I admire Joe Theismann. And how can you not? Our family was watching that game on November 11, 1985. All of us were athletes and to watch that tragic and career-ending accident was devastating. Joe’s transformation after his injury is an incredible testament to the type of man he is. Joe, no doubt has many talents. He is a restaurant owner, author, and well-known philanthropist. But his career as an inspirational speaker has intrigued me. Joe had many notable “nuggets” of wisdom to share during the event. However, it was his insights into leadership and teams that struck an interior chord and resonated with something I had read before. As a development and content […]

9 min readJuly 9, 2020
EdTech Series: 3 Ways Customer Success Can Help EdTech Companies Thrive Image

EdTech Series: 3 Ways Customer Success Can Help EdTech Companies Thrive

The COVID-19 pandemic is fundamentally changing the delivery of education and training in the United States. Acceleration to the cloud is critical for most businesses, and EdTech companies like yours want to be at the heart of this transformation, because if they’re not, they risk missing out on growth, or worse, going out of business. Today, online learning is highly accessible. Rosetta Stone, Absorb LMS, and Udemy bring education into our homes and businesses, making remote learning not only possible but enjoyable. And, most importantly, eliminating the risk of exposure to COVID-19 by enabling learning at home. This period of intense growth in the EdTech industry created customer, user, and business challenges that must be addressed now to enable the continued transformation of the education industry. Here are 3 ways Customer Success and Gainsight can help your business thrive. 1. [Customers] Your customers need (a lot of) your time and attention Demand for your products and services is likely at an all-time high. Given this urgent demand from your customers, you need to scale the impact and reach of your existing Customer Success team. Leveraging a marketing automation tool that blends digital and human touch can help. For our customers, […]

4 min readJuly 8, 2020
Managing Churn in SaaS Business With A Focus On Customer Success Image

Managing Churn in SaaS Business With A Focus On Customer Success

Churn (the amount of revenue lost from a company’s existing customer base each year) is a metric that rises to the top of most SaaS leaders’ minds; it is one of the most commonly tracked metrics in SaaS businesses. As a SaaS leader, some elements of churn are structural. However, there are also decisions you can make that affect churn. We recently interviewed ~50 leaders at mid-sized SaaS companies, to identify decisions they made that did or did not affect churn. Specifically, we focused on decisions concerning the ‘Customer Success’ function. Why is Customer Success a key piece of the puzzle? Customer Success (CS) is a function found in many SaaS businesses that is responsible for ensuring that customers are driving better business outcomes when they use the company’s products. Said another way, it ensures that customers experience success because they use the product – hence the name. Crucially, it is often the function that owns churn! In fact, in over 2/3 of the companies we interviewed, churn was a key performance metric for a frontline Customer Success Manager. Therefore, it should follow that decisions made about the Customer Success function affect churn, and that is indeed what we saw […]

6 min readJuly 7, 2020
How D&B Built a Personalized, Point-of-Consumption Customer Training Program That Drove Results Image

How D&B Built a Personalized, Point-of-Consumption Customer Training Program That Drove Results

Training your customers on how to use your product is a continuous process, and it’s particularly daunting to do it at scale. But anyone who has ever designed a training program knows that the key to success is actually quite simple: you just need to identify the most high-value training assets and, more importantly, get them in front of your users wherever they are.  Dun and Bradstreet (D&B), an organization that provides commercial data, analytics, and insights for businesses, understands this deeply, which is why they leveraged the partnership between Gainsight PX and Thought Industries to up their training game. The Thought Industries and Gainsight PX integration enabled D&B to include their training materials directly within the PX Knowledge Center Bot, a resource popup window that lives at the bottom of every page of their product. When users click on the Bot, they are presented with the training materials most relevant to them and can search for courses and materials – all without leaving the D&B application. In this way, D&B was able to deliver personalized training to thousands of users organically at the point of consumption.  In this webinar, hear from D&B about how this exciting partnership took their […]

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Path to CPO Series: Amy Bunszel from Autodesk Image

Path to CPO Series: Amy Bunszel from Autodesk

In this episode of Gainsight’s “Path to CPO Series,” Denise Stokowski, Group VP of Platform Products at Gainsight talk with Amy Bunszel, Senior Vice President, Design and Creation Products at Autodesk in a candid discussion of Amy’s journey in product management. As Senior Vice President of Design and Creation Products, Amy manages product strategy and execution for Autodesk’s 3D design and creation portfolio including the Autodesk Product Collections, AutoCAD family, Autodesk 3ds Max, Autodesk Inventor, Autodesk Revit, Autodesk Maya and more. With more than 20 years of experience innovating software products across the architecture, engineering, and construction, manufacturing and media and entertainment industries, Amy inspires innovative strategy while driving large-scale agile software development around the globe. Amy combines her roots as a start-up co-founder with deep product management knowledge and large-scale product execution expertise to build high performing teams focused on delivering value to their customers. Enjoy the session! Register for the next webinar in this series here.

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The Customer Success Economy Part 1 Image

The Customer Success Economy Part 1

Watch co-author Nick Mehta, CEO of Gainsight and book contributors Jane Graham, Vice President, Customer Success and Renewals at Kronos, Alexis Hennessy principal at Heidrick & Struggles, and Charles Atkins, Partner at McKinsey & Company as they discuss The Customer Success Economy and offer examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer. For a free copy of the book, click here.

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The Customer Success Economy – Now Available! Image

The Customer Success Economy – Now Available!

The Customer Success Economy builds on the success of Gainsight’s first volume, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, released in 2016. Just four years later, it’s become required reading for thousands of recurring revenue businesses around the world. And Customer Success has evolved into a philosophy and practice that is infused into every part of an organization. In this new book, Mehta and Pickens share how Customer Success is practiced at organizations across various industries. Download the first chapter for FREE today!

1 min read
The Essential Guide for the SaaS Executive During COVID-19: People, Process and Tools Image

The Essential Guide for the SaaS Executive During COVID-19: People, Process and Tools

We are entering a ‘new normal’ and leaders like you need a guide on how to manage sales, retention, and expansion leaning on the insights from your Customer Success and Product teams. Now more than ever, SaaS leaders are doubling down on existing clients as new logo sales slow down. This guide will help you align your people and processes using Gainsight tools to ensure you thrive through this pandemic with renewed visibility and better decision making strategies than ever before. Human first strategies to lead through a crisis How to use playbooks to level up remote teams How to categorize your clients to strategize efficiently  How to effectively use product usage data during a downturn And more!

In-App Engagement Kit Image

In-App Engagement Kit

The complete kit for anyone who wants to supercharge adoption and onboarding in their product. In-app engagements, those outreaches that happen within your product, are ideal for getting the right information to the right users. But, send out too many and they’ll hurt your product experience more than they help. This In-App Engagement Kit has everything you need to create a complete in-app engagement strategy. Inside the kit, you’ll find: The Guide to In-App Engagements: Covers the basics and provides steps to set up a governance plan that will keep users safe from the dreaded “in-app engagement fatigue.” The TRUSt Framework for In-App Engagements: A handy reference to keep everyone aligned on how to use in-app engagements. Request Form Template: An example form to ensure that requests from other departments come with all the necessary information you need to prioritize, create, and launch them. Copy Templates: Easily create eight of the most-used types of engagements with these helpful templates. Tracking Template: Use this spreadsheet template to organize, track, and measure the results of your in-app engagements. Start sending unlimited in-app engagements today! Free for 90 days. For a limited time, you can use Gainsight PX, free for 90 days, to […]