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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

6 Min Read 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

1744 Registered

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

9 Min Read 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.
  • 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.
  • 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.

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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 Horizon Experience: 4 Phases to Expanding Your Product Portfolio Image

The Horizon Experience: 4 Phases to Expanding Your Product Portfolio

Two weeks ago, we launched the Horizon Experience, Gainsight’s simple, intuitive, and beautiful new product experience. In previous posts, we shared our design values and our approach to implementing the experience. But what happens when you acquire a product that has a completely different user experience? Today I’ll share some thoughts around how we are marching forward toward a fresher, more unified experience in Gainsight PX. Background Over the years, Gainsight had become a leader in the Customer Success space, and we were ready to extend our reach to adjacent use cases. In early 2019, we acquired Aptrinsic, a company specializing in tools to better understand and connect with users within the product experience (renamed PX shortly after). We largely made no changes to the look and feel of PX for over a year. The design is fairly modern, uses an energetic color palette, and supports lots of purpose-built interfaces for advanced analytics and engagements. Our decision to update PX to the Horizon Experience involved many factors and evolved over time. The first factor was our brand. While PX has some extremely powerful capabilities, it lacked the brand presence of the core Gainsight product, creating potential brand recognition challenges. The […]

6 min readMay 28, 2020
3 Ways Gainsight PX Drove In-App Engagements for Pulse Everywhere Image

3 Ways Gainsight PX Drove In-App Engagements for Pulse Everywhere

Resourcefulness has become a business imperative. As we began planning for Pulse Everywhere, the virtual version of our annual Pulse conference, we knew how important it was that we do our best to capture the feeling of the live experience. But how do you take an in-person event that offers valuable face-to-face experiences with over 22,000 people and emulate it in a virtual setting? The answer was right under our noses—all it took was a little resourcefulness. As we searched for ways to respond to our event attendees in real-time, help them discover events as they unfolded, and gather their feedback, we realized Gainsight PX could help us create these experiences. Gainsight PX would play an integral role in the attendee experience at Pulse Everywhere. You may know Gainsight PX as our Product Experience Platform. Thousands of users rely on  Gainsight PX to understand user behavior, drive product adoption, and collect user feedback. It’s also a key component in our sales strategy, ensuring our reps have insights to have meaningful conversations with their accounts. Imagine how powerful your marketing team could be emboldened with actionable product insights and in-product user engagement (think: Product Qualified Leads, in-product campaign attribution, marketing segmentation […]

6 min readMay 27, 2020
The Hardest Question SaaS CEOs and Leaders Have to Face Now Image

The Hardest Question SaaS CEOs and Leaders Have to Face Now

I don’t know about you but life these days is confusing. Every week is full of mixed signals. Case counts are dropping in some places. And they are flaring up in others. Therapies look promising. Until they don’t. The stock market is soaring. Yet unemployment is too. More than ever in the history of my 20+ year business career, I find myself asking the question “which way is up?” And it’s within this context of historic uncertainty that CEOs and business leaders have to face the reality that (some) rebound is coming. This is mathematically-true since we dropped output to almost nothing, so we definitely know, in terms of the economy, that the only way from here is up—for now. To paraphrase the late great CEO of Intel, Andy Grove, you don’t get to be a leader without being a little bit paranoid. So I’ll be open with my paranoia. What if we have a spike of cases in the fall? What if we have a second shutdown? What if the re-opening doesn’t drive the economic activity we hope? What if the Fed’s attempts to hold up the credit markets eventually fail? What if? Software executives are faced with an […]

6 min readMay 27, 2020
Product Planning in the Age of COVID-19 Image

Product Planning in the Age of COVID-19

PMs have a difficult job navigating the delicate balance of customer feedback, engineering resources, sales requests, and product innovation. In times like now when people are more dependent than ever on products, that balance becomes even more precarious. Watch for a lively discussion with Jeetu Patel, Chief Product Officer at Box, Allison Fortman, Product Management Director at Trimble and Mike Berger, VP of Product Marketing at Gainsight to uncover the unique requirements for product planning during COVID-19. In this webinar, you will learn more about the specific principles of product development at Box and Trimble and what new processes they are putting into place to lead their teams during this pandemic. If you lead a product team, you won’t want to miss these insights into shifting to the cloud quickly (for Trimble), creating user delight, managing remote teams, and the new financial implications all of this entails. In this webinar you will learn: The Box 7 product principles How to migrate to the cloud  Data-driven product decision making GTM and engineering challenges during COVID-19 And more!

2634 registered
Risk Management in the Age of COVID-19 Image

Risk Management in the Age of COVID-19

During these difficult times, you need an actionable game plan to swarm your book of business to ensure the right level of support at the right times. We are pleased to be joined by Gainsight customer, Debbie Ashton, Founder & SVP, Strategic Customer Experience at FinancialForce alongside our CEO, Nick Mehta and Kellie Capote, Vice President, Customer Success to discuss how FinancialForce is using newly developed Gainsight COVID-19 workflows to help our customers navigate these new risks.  Watch as we discuss how to create dashboards to help your CSMs segment their customer base based on COVID-19 exposure, track concessions and negotiations, and review health indicators all within Gainsight. This level of account insight is allowing organizations to gain access to the same information fast allowing for quick pivots during these unstable times. In this webinar you will learn: FinancialForce’s approach to COVID-19 workflows Defining risk categories Customer risk indicators Simple activity tracking And much more.

2497 registered
10 In-App Engagements to Boost User Experience Image

10 In-App Engagements to Boost User Experience

In-app engagements are an extremely effective method of increasing user engagement and retention. Studies show that products with in-app engagements see a 3x boost in engagement and a 4x increase in conversions. Watch this webinar to see how your team can easily use in-app engagements in various formats–as guides, surveys, and notifications. We’ll show you how to set up messages and segment to your heart’s content so that your in-app engagements boost user experience, drive adoption, and lead to product growth. In this webinar, you’ll learn: How to make timely and targeted in-app messages 10 practical applications of in-app engagements When to ask for feedback to gauge user sentiment And much more.

2554 registered
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 […]

2 min read
Compare Top Customer Success Vendors with G2 Image

Compare Top Customer Success Vendors with G2

If you’re evaluating customer success software, this is an invaluable resource. Why is that? G2 Grid Reports are based on thousands of verified reviews from actual users, so you can compare dozens of vendors based on real feedback. Get access to ratings and reviews for 30+ vendors across dozens of dimensions, including Satisfaction Ratings, Feature Comparisons, Segment Served, and much more. What will you learn? Highest rated features Likeliness to recommend Product Roadmap sentiment Market presence stats And more!