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Combined Offering Is Designed to Drive Durable and Predictable Growth in Renewal-Based Businesses

San Francisco, California (July 25, 2022) Gainsight and Ecosystems announce a commercial partnership to offer the first-ever fully integrated value management-customer success platform. Customers using the combined solution can now monitor and direct customer health based on both internal and customer-based inputs simultaneously.

The companies established an initial integration in May 2020 empowering buyers and sellers to compare the value promised in sales with the value actually delivered in customer success. Based on this success, new joint development has deepened the integration of Ecosystems with Gainsight components, including alerts, step-by-step playbooks, and the customer health scoring framework – furthering the ability to use quantified customer value as a proactive driver of customer success actions. The combined solution allows for simultaneous execution of internal customer success plans and external customer-led value reviews in a seamless fashion.

“As a customer of both Ecosystems and Gainsight, I am thrilled by this announcement as both companies take this step towards deeper integration. We believe the combined capabilities of Ecosystems and Gainsight will allow us to efficiently scale value conversations across all of our customers,” said Tammi Warfield, Chief Customer Officer at Delphix.

“One thing is for sure; the customer success world and value management world are coming together more than ever. At Gainsight, we want to partner only with companies who share our values and help customers realize mind-blowing new outcomes in customer success, product experience, community, and durable, long-term growth. Ecosystems was the logical choice,” says Nick Mehta, CEO of Gainsight.

“This strategic partnership with Gainsight will help all companies drive net recurring revenue with efficiency and scale,” says Chad Quinn, Co-Founder and CEO of Ecosystems. “When we combine the best-in-class customer success platform with the best-in-class value management system, we get 1 + 1 =3, where the biggest winner is the customer.”

Gainsight is hosting Pulse, its premiere fully hybrid conference for business leaders and practitioners in the fields of Customer Success, Product, and Community at the Moscone Center in San Francisco on August 17th and 18th. Register for Pulse here. Ecosystems has created the preeminent community for professionals seeking to build a world-class customer experience through value management. Join the community here.

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.

About Ecosystems:

Ecosystems is the leading software-as-a-service (SaaS) platform for collaborative customer value management. From sales to customer success, providers leverage Ecosystems to quantify and align with customers on the business value being delivered. Through AI-driven analytics and integrations like Gainsight, Salesforce, Microsoft Dynamics, and HubSpot, individual value conversations are transformed into centralized cloud assets for improved decisions throughout the organization. Learn how leading companies such as Gainsight, Google Cloud, Palo Alto Networks, and ServiceNow use Ecosystems at https://ecosystems.us/.

Media Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com 

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Community platform and Gainsight SMB sales break records as customer success, product experience, and community drive durable growth despite market headwinds

San Francisco, California (July 5, 2022) Gainsight announced the close of its first fiscal quarter of FY2023, during which the company expanded its customer base across its three products, launched its new Essentials offering, released foundational research on the trends in product-led growth adoption and the state of customer success, and added several new enhancements across its customer success and product experience products.

“The market has been a true rollercoaster this quarter, but product-led growth and net revenue retention have a very high correlation to durable success regardless of these ups and downs,” said Nick Mehta, CEO of Gainsight. “It’s clear that our products are offering the right benefits at the right time for companies of all sizes.”

Gainsight’s fiscal first quarter 2023 highlights included:

Record Growth Quarter of InSided, the Gainsight Community Offering

Gainsight recently acquired InSided, a leading self-service community platform for companies like Gong, Miro, and Looker, to drive product adoption, increase retention and build lasting customer advocacy. The market validated this move as the platform saw record growth with its best quarter in its history at an increase of 91% in new bookings from the previous quarter, and the addition of several new logos including Contentsquare, Unbounce, Zencity, Monday.com and Clari.

The Addition of Several Notable Logos in Customer Success and Product Experience

New and notable customers include CDW, Siemens, and Limeade, alongside the logo growth for InSided and Essentials.

Launch Of Essentials Pricing, Packaging, and Accelerator Program to Help Companies at Any Stage Start and Scale With Gainsight In as Little as Two Weeks

The company launched Gainsight Essentials in March, introducing two new packages and a revamped customer journey designed to make it easier and more affordable for companies of all shapes and sizes to start and scale with Gainsight. More than 20 new customers signed-on with Essentials in Q1, including SmartRecruiters, Uniphore, SupportLogic, and Starburst. Essentials customers can also participate in Essentials Accelerator, a cohort-style program featuring hands-on bootcamps, webinars, office hours, 1:1 mentorship, and other exclusive learning opportunities focused on helping start and scale their customer success program alongside their peers.

New Enhancements In Gainsight CS and PX to Support More Growth, Alignment, and Scale For Customers

Gainsight CS – Gainsight now makes it possible for Customer Success teams to easily share up-sell and cross-sell leads with sales and marketing and track how much revenue that CS teams contribute to the business with the addition of Customer Success Qualified Leads (CSQLs). The company also added integrations with Zoom and Gong, allowing customer-facing teams to immediately access important Gainsight data during customer conversations and automatically log these conversations to the account in Gainsight. Impact Analyzer was also introduced, powered by Horizon AI, which shows how different drivers like scorecard measures or customer sentiment impact business goals like net-promoter score (NPS) and renewals. 

Gainsight PX – Gainsight PX continues to support multi-product growth strategies with new capabilities for identifying user drop-off and friction points across multiple products. PX also now allows users to easily view KPIs of multiple products on a single dashboard for quick side-by-side comparison and monitoring. Additionally, the new Engagement Editor delivers an enhanced workflow model making it seamless to preview what the user experience will look like in-app, in real-time. The new WYSIWYG interface delivers a simple way to style, configure, align, and map engagements to product elements without additional coding or CSS.

The Release of the PLG Index Sharpens the Focus on Trends in Product-Led Growth

Gainsight also released its comprehensive PLG Index, which included data on product-led growth adoption in the SaaS industry. Notable findings include a whopping 91% of companies plan to invest in PLG initiatives this year, and 47% of companies plan to double their PLG investments.

Preparation For Pulse, Its Annual Conference For Customer Success and Product Teams

The company is also preparing for Pulse, its annual conference in San Francisco. This year’s event features keynote speakers including organizational theorist and management consultant Geoffrey Moore known for his groundbreaking book Crossing the Chasm, and author and investor Nir Eyal known for his bestseller Hooked: How to Build Habit-Forming Products. For the first time ever, Pulse will also include a dedicated experience for product professionals including speakers, demos, and activations focused on generating success with product-led growth strategies. 

The Addition of a New Chief Financial Officer

The company also promoted Alka Tandan as its new Chief Financial Officer. Tandan has been with Gainsight for over three years and brings over 20 years of corporate finance and operations experience in the technology industry, mostly focused on SaaS. She began her career in investment banking where she helped take Salesforce and Google public as well as holding various strategic and operational roles at MetricStream, Actian Corporation, and SAP. Tandan is also a limited partner and advisor for the venture fund Operator Collective as well as an angel investor, and is a founding member of The F Suite, a community platform for Chief Financial Officers of leading venture capital funds and high growth technology companies.

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation.  With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion.  Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com. 

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Media Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com 

The company already has significant traction in Japan where interest in customer success is on the rise 

San Francisco, California (May 23, 2022) Gainsight announces a partnership with Japan Cloud, making it easier for companies in the Asia-Pacific region to adopt Gainsight customer success solutions, drive greater net revenue retention, expand accounts, and reduce churn. The partnership represents a full-scale entry into APAC, in response to the rise of new SaaS business models that have ignited the demand for customer success.

Demand for Gainsight software has grown at an accelerated pace in recent years. The company had record revenue growth in its 2022 fiscal year which closed in January. It also expanded its customer base, completed a strategic acquisition of community platform inSided, grew its employee count, and enhanced its products in FY’22, most notably with the launch of Gainsight Essentials, which simplifies and streamlines the adoption of Gainsight CS for companies of all sizes. 

APAC represents significant growth potential for Gainsight, which has been selling internationally for several years and has multiple customers in the region.

“Sansan was among Japan’s first companies to apply customer success to maximize long-term value for its users. Partnering with Gainsight helps us digitally transform companies for improved customer health, more efficient implementations, and greater business success. We will advance the use of Gainsight to respond to business changes and further advance our customers’ success and innovation,” says Kei Tomioka, Chief Revenue Officer of Sansan, Inc.

Companies everywhere are aggressively investing in software-as-a-service models that require a company-wide, dedicated customer success initiative. Last month Gainsight reported that churn reduction and product adoption were top priorities for high-growth companies. 

Japan Cloud is the leading platform for market entry in the region, with a track record of scaling global enterprise software companies in the Japanese market including BlackLine, Braze, and Coupa.

“We are pleased to be a part of Gainsight’s expansion into the Japanese market through this strategic alliance,” said Yasutaka Fukuda, Board Member of Gainsight Japan and CEO of Japan Cloud Consulting​​.”We believe that the Gainsight platform offers a powerful set of Customer Success solutions which have been adopted by many global companies, and will become essential to Japanese businesses as well.”

“We are super excited to take this next step and expand our global presence with a formal move into Japan,” said Jeff Depa, Chief Revenue Officer of Gainsight. “The Japanese market has incredible passion for driving customer success and is built on a foundation of human-first thinking. We’re grateful to be partnering with Japan Cloud to help accelerate our launch and demonstrate our commitment to the local market.”  

The Gainsight office in Japan will be located in Tokyo. A local executive team will be appointed to drive business in the region, and the company plans to expand its footprint with an aggressive growth and hiring plan. 

About Japan Cloud

Japan Cloud advises and provides hands-on support to world-class enterprise cloud companies entering Japan. By partnering with Japan Cloud, companies achieve faster time to market, operational excellence and customer success-driven growth. Learn more at japancloud.co.jp. 

About Gainsight

Gainsight’s innovative technology helps companies increase product adoption and prevent churn by identifying at-risk customers, creating systematic processes to mitigate concerns and efficiently ramping up engagement efforts. Gainsight’s platform offers a powerful set of solutions focused on customer success, product experience, and community engagement that together enable businesses to put the customer at the center of everything they do. Learn how leading companies such as GE Digital, SAP Concur and Box use Gainsight at www.gainsight.com.  

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Media Contact:

Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com