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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

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

March 31, 2020
  • Heather Hansen

    CareerBuilder

    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.
  • Greg McGlaughlin

    AppNexus

    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.
  • Howard Tarnoff

    Ceridian

    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.
  • Lauren Denault

    DemandForce

    [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.

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From impressive retention gains to massive time savings, our customers are achieving measurable results. See how our customers are using Gainsight to make their customers more successful.

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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.

See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!

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Resources

Pulse Everywhere 2021: An Algorithm To Predict Tracks for Success Image

Pulse Everywhere 2021: An Algorithm To Predict Tracks for Success

We’ve all been there—you’ve binged so much that your favorite streaming provider is asking if you’re still there, watching your favorite show. I guess they did not imagine it possible to sit still on your couch for six hours straight! Just like your provider of choice, Gainsight’s Pulse Everywhere 2021 has something for everyone—whether you work in customer success, success operations, or product management. With three days of content, you are sure to find your new favorite track. Let’s dig into the sessions! If you are new to Customer Success, first up, we have ‘Simplifying Customer Success.’ As one of the fastest-growing careers, there can be some mystery to those new or early on their customer success journey. Maybe you have just created a CS department or have recently scaled the team. This is where you will learn about building a CS team, identifying the right strategy for your organization, and measuring the right metrics for success. We want you to learn from the CS leaders, including our Gainsters and clients who have started with us and grown leaps and bounds. Maybe you’re a bit more advanced and ready for Season 2 of CS. Then the track for you is […]

5 min readApril 8, 2021
How Gainsight’s Manager of CS Operations Improves Efficiency With Horizon Analytics Image

How Gainsight’s Manager of CS Operations Improves Efficiency With Horizon Analytics

One of the most exciting parts of working in Gainsight operations is getting a sneak peek at new features and functions as our product team rapidly innovates. We are our own harshest critics, and I love giving the product team feedback as I run the Gainsight platform for Gainsight.  With the recent release of Gainsight’s Horizon Analytics, my team and I started using the beta version’s tools and functions as soon as they were available. It has been four months into the testing process, and I have to say the results are exciting. This product enhancement streamlines the end-user experience, surfaces insights that customer-facing teams need in reports and dashboards, all with the end goal of driving greater adoption and retention.  Analytics – Simplified Horizon Analytics is entirely built on our Gainsight Horizon Experience.  I found that with the addition of web integration and mobile enablement, my productivity skyrockets. The tools I use every day are now available on the go. Since having initial access, we have leveraged the new Dashboard Builders features.  Beginning with my day-to-day experiences, the unique bright, and clean appearance helps me engage and keeps my attention. Adult learning specialists state that using eye-pleasing colors reduces […]

8 min readApril 8, 2021
Workday Aligns CS and CS Ops To Drive Customer Success at Scale Image

Workday Aligns CS and CS Ops To Drive Customer Success at Scale

At Workday, the CS Ops team has done a phenomenal job of aligning functions, roles, and processes to create quite the scaling machine. I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds. Like many in CS Ops, Kari found her role unexpectedly. She was a field Customer Success manager with over ten years in CS. With her move to Ops, she has driven the meteoric rise of the department at Workday. When Kari began there, the function of Ops was called “Customer Success Scaled Operations.” She brought together a team of six initially doing the same job but independently and in separate areas all over the organization. Team Convergence The idea behind consolidating was to approach customers more scalably than Workday’s traditional white-glove method. Kari quickly organized the team from a regional setup to a formalized and centralized operation as the CS Ops team.  The first program Kari and Workday built out had a one-to-many focus, marketing into the customer base. Part of that change was uniting silos with disparate data sources inside the company. While Workday used Gainsight as their customer success platform, each team’s use was disjointed […]

7 min readApril 2, 2021
Horizon Analytics Launch Event – Gainsight’s NEW Reporting and Analytics Engine Image
0 min read
On-Demand Live Demo – How to Build an Effective User Onboarding Program Image

On-Demand Live Demo – How to Build an Effective User Onboarding Program

With such low barriers to cancelling subscriptions in SaaS, formulating a robust user onboarding plan is key. Join us as we demo Gainsight PX to show how you can: Build a self-service onboarding experience Identify gaps and optimize for user drop-off Capture user feedback to optimize in-product experience

2845 registered
Pulse Everywhere: The Leading Event for Customer Success and Product Management Image
0 min read
G2 Grid Report | Winter 2021 Image

G2 Grid Report | Winter 2021

When evaluating customer success software, this is an invaluable resource. G2 Grid Reports are based on thousands of verified reviews and data from actual users, so you can compare multiple vendors based on real feedback.

1 min read
2021 Buyer’s Guide to Customer Success Solutions Image

2021 Buyer’s Guide to Customer Success Solutions

There has never been more emphasis on your customer base than now as businesses shift to the cloud and recurring revenue models. A sound Customer Success strategy is pivotal to a customer-centric business model for increasing retention, customer satisfaction, and reducing churn. Our new Buyer’s Guide will take you through the process of selecting the right Customer Success platform for your needs. These steps include: Developing a project plan for your evaluation process Identifying the most relevant business challenges Using a RACI model to determine stakeholder alignment How to get the most out of a vendor demo And more! Download today to help guide your purchasing process and get a first look at the G2 Crowd enterprise grid for Customer Success software!

1 min read
How to Build a Customer-Centric Tech Stack Image

How to Build a Customer-Centric Tech Stack

This year has proven more than ever how focused every business needs to be on their customers’ needs. As Olive Huang, Research Director at Gartner, puts it, “You must win at every interaction a customer has with your organization, whether that be a marketing campaign, a call to a contact center, an invoice, or a delivery reliant on the supply chain.” Our guide to building a customer-centric technology stack will guide you through the four phases—initial to run—so that you can spend less time thinking about your platforms and more time being two steps ahead of your customers. Why download? This guide will provide you with a framework for determining the appropriate software to center your customers, regardless of where you are on the journey. In addition you will also uncover: How to get started with documenting the data you have today The business challenges that hold your company back from being customer focused including visibility and a disconnected experience The difference between needing a CRM and an army of CSMs How FullStory, Celigo, UserVoice, Segment and Intellum can help you on the path to customer centricity And much more!

1 min read