News, Awards,
and More.

Read the latest on Gainsight in the news, across the industry, and beyond.

Read the latest on Gainsight in the news, across the industry, and beyond.

Media Contact

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

Press Releases

Here at Gainsight, we’re all about delivering Success for All. Check out all the newsworthy ways we’re doing that for our company and our customers below.

Altares Dun & Bradstreet, Insider, Intelliflo, ReviewPro, and Typeform Win Gainsight Pulse Europe GameChanger Awards

The event drew over 1000 attendees as B2B companies prioritise technology that builds durable growth

London (November 15, 2022) Gainsight, the platform for Durable Growth™, announced the successful completion of Pulse Europe 2022, the company’s annual conference that brings together some of Europe’s most highly recognisable B2B companies and leaders in customer success, product experience, and community.

Gainsight’s first conference in Europe since before the pandemic, Pulse Europe included six tracks, 50+ breakout sessions, and dozens of speakers from companies such as Cloudflare, HashiCorp, HubSpot, LivePerson, Personio, PTC, Seismic, Siemens Industry Software GmbH, SoftwareAG, Splunk, and Workday. Held against the backdrop of global economic uncertainty, it was an opportunity for the B2B community to highlight how customer-, product- and community-focused solutions can drive Net Revenue Retention, product adoption, company efficiency, and durable growth.

Pulse Europe also celebrated its 2022 Gamechanger Europe award winners. The Gamechanger awards recognise customers who never stop challenging the status quo in customer success and community. The winners were decided by a panel of judges based on their results and stories.

The 2022 Gamechanger Europe awards include:

Architect Award: Typeform earned the Architect award, which is given to the company that thinks outside the box when it comes to building the best community for its users.

Defender Award: Intelliflo won the Defender award, which recognizes the company that used Gainsight to identify areas of potential risk to the business in order to increase product adoption, improve retention, accelerate expansion, and decrease churn.

Dream Team Award: Insider won the Dream Team award, which recognises how members of an organisation brought together teams like Customer Success, Sales, Product, and Marketing to create deeper customer relationships.

Experience Maker Award: ReviewPro won the Experience Maker award, which honors an organisation’s ability to improve the experience of customers and personalise relationships at scale.

Transformational Leader: Altares Dun & Bradstreet’s Tom Carnewal won the Transformational Leader award, which is given to a person who has driven material change in their organisation by transforming customer success and product experience into a key driver of growth by leveraging Gainsight.

“Congratulations to the 2022 Gamechanger Europe award winners! I love how these companies are demonstrating how a customer, product, and community focus can help businesses drive durable growth, even when the markets are tough,” said Nick Mehta, CEO of Gainsight. “I am just so inspired by the customer success and product community who were able to join us.”

Gainsight’s philanthropic arm, Pulse Impact, also announced the UK launch of its Gainsight Admin Leadership League (GS ALL) initiative. GS ALL offers intensive training that ensures graduates are GS Admin-ready. Over the next fiscal year, the Pulse Impact team will bring the GS ALL curriculum to underserved communities in the UK.

Also at Pulse Europe, Gainsight highlighted several of its latest product updates, including customer collaboration tools such as Nucleus and Nucleus Spaces; customer-centric product innovation solutions including Product Requests; and AI-optimized customer management tools such as Journey Optimizer, Scorecard Optimizer, and Retention Optimizer.

To access recorded sessions and keynote speeches from Pulse Europe, visit the Pulse Library.

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-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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Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com

Demand for Gainsight Essentials Skyrockets as More Startups and Growth-Stage Companies Focus on Durable Growth

Since their launch in March, over 100 companies have purchased Essentials and Essentials Plus, CS solutions that deliver value in as little as two weeks

San Francisco, California (November 3, 2022) Gainsight, the platform for Durable Growth™, today announced several significant milestones as momentum for Gainsight Essentials continues to accelerate. Over 100 companies have purchased Essentials since it was launched in late March as an easier-to-buy, easier-to-implement, easier-to-use version of Gainsight’s industry-leading Customer Success platform. And at least 30 of these companies switched over from other solutions to Gainsight Essentials. Over the last few months, well-known brands such as Calendly, Chewy, Dialpad, Glean, Olive Technologies, Salsify, and Turvo have chosen Essentials to launch their customer success programs and build durable growth.

Gainsight Essentials and Essentials Plus were purpose-built to help companies of any stage and size start and scale with Gainsight’s Customer Success platform in as little as two weeks. The average time to value for Essentials and Essentials Plus customers is four and eight weeks, respectively.

Essentials and Essentials Plus customers can also participate in the Essentials Accelerator program which connects them to people, technology, and best practices via a series of bootcamps, office hours, and 1:1 mentorship alongside a cohort of similar companies.

Buyer interest in Gainsight Essentials aligns to heightened appreciation among early-stage companies for the value of customer success. According to McKinsey & Company’s research “SaaS and the Rule of 40: Keys to the critical value creation metric,” net retention is one of the most important metrics and is highly correlated to value multiples for SaaS companies. This tracks with data shared by Bain & Company in its State of Customer Success session at Gainsight’s Pulse conference in August. Bain found that ~90% of companies expect to maintain or increase their share of Customer Success in a recession, and 48% said that Customer Success is needed to promote customer retention in a recession.

These data points are backed up by feedback from Gainsight Essentials customers:

“Gainsight Essentials is helping us grow more efficiently, which is an absolute must in the current market. It serves smaller companies who are trying to get their Customer Success programs up and running and fills a major gap in the industry,” said Casey Baldin, Director of Customer Success at Olive Technologies.

Lauren Kennedy, Head of Customer Success at Glean concurs. “Gainsight Essentials has been easy and quick to implement and get value from. What’s great about Essentials is that it also gives us the flexibility and customization that the Gainsight platform has always offered.”

Essentials’ momentum was also visible on software review website G2.com as Gainsight, a longtime leader in G2’s Enterprise Customer Success software category, was also recognized as a leader in the mid-market category (50-1,000 employees) for the first time.

“As Customer Success has become more mainstream, we realized our best practices and technology could be used by early-stage companies to scale, which is what led us to develop Essentials,” said Scott Salkin, SVP and GM of Essentials at Gainsight. “In the current market with its emphasis on efficiency and scale, these new solutions have become integral to building durable growth for companies of all sizes.”

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-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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Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com

Great Place to Work® Names Gainsight One of the Fortune Best Workplaces for Women™ in 2022

San Francisco, California (October 10, 2022) Great Place to Work® and Fortune magazine have honored Gainsight as one of the 2022 Best Workplaces for Women. Earning a spot means that Gainsight is one of the best companies to work for in the USA. 

To determine the Best Workplaces for Women, Great Place to Work analyzed the survey responses of over 640,000 women who work for Great Place to Work-Certified™ companies that employ at least 50 women. Companies must also have at least 20% of non-executive managers who are women, and at least one executive who’s a woman. In the Great Place to Work survey, 98% of Gainsight employees said Gainsight is a great place to work. This number is 41% higher than the average U.S. company.

“We are so grateful for our dedicated teammates who have made us a part of this list,” said Carol Mahoney, Chief People Officer for Gainsight. “Our people make working at Gainsight a truly special experience every day. We celebrate and thank them for all they do to earn this incredible honor.”

The Fortune Best Workplaces for Women list is highly competitive. It’s the only company culture award in America that selects winners based on how fairly women say they’re treated at their workplace. Great Place to Work measures the differences in women’s survey responses with those of their peers and assesses the impact of demographics and roles on the quality and consistency of women’s experiences.

“Congratulations to the Best Workplaces for Women and their commitment to ensuring equity for women at every level of the organization,” says Michael C. Bush, CEO of Great Place to Work. “These companies showed up for women in new ways to help them cope with challenges they face wherever they are—both inside and outside of work. Women in these companies are seen, heard, and valued.”

Great Place to Work, the global authority on workplace culture, determines its lists using its proprietary For All methodology to evaluate and certify thousands of organizations in America’s largest ongoing annual workforce study, based on over 1.1 million survey responses and data from companies representing more than 7 million employees this year alone.

Gainsight also earned a place on Fortune’s Best Places to Work in the Bay Area list in 2022.


About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-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 the Fortune Best Workplaces for Women™

Great Place to Work selected the Best Workplaces for Women by analyzing the survey responses of over 640,000 employees who work for Great Place to Work-Certified™ companies who employ at least 50 women. Companies must also have least 20% of non-executive managers who are women, and at least one executive who’s a woman. Company rankings are derived from 60 employee experience questions within the Great Place to Work Trust Index™ survey. Great Place to Work determines its lists using its proprietary For All methodology to evaluate and certify thousands of organizations in America’s largest ongoing annual workforce study, based on over 1.1 million survey responses and data from companies representing more than 7 million employees, this year alone.

About Great Place to Work®

Great Place to Work is the global authority on workplace culture. Since 1992, it has surveyed more than 100 million employees worldwide and used those deep insights to define what makes a great workplace: trust. Its employee survey platform empowers leaders with the feedback, real-time reporting and insights they need to make data-driven people decisions. Everything it does is driven by the mission to build a better world by helping every organization become a great place to work For All.  

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

Gainsight’s New Innovations Enable B2B SaaS Companies to Drive Durable Growth
Gainsight’s New Innovations Enable B2B SaaS Companies to Drive Durable Growth

At Evolve, the company’s quarterly product launch event, it announced enhancements to its Customer Success, Product Experience, and Community solutions

San Francisco, California (October 6, 2022) Gainsight the platform for Durable Growth™ kicked off Evolve, its quarterly product launch event, today with major updates to its key product lines. Together, the updates help B2B SaaS companies of all sizes and verticals drive durable growth through customer success, product experience, and community-led business strategies.

B2B SaaS companies are under more pressure than ever to articulate, implement and prove strategies that allow them to grow durably over the long term—not just over the next quarter or financial year, but consistently and efficiently, year after year. The most progressive among them are taking an integrated, three-pronged approach to solving this problem: 1) increasing NRR through customer renewals and expansions, 2) reducing CAC and driving adoption by implementing product-led growth strategies, and 3) growing market share and new logo wins by prioritizing community/customer advocacy.

“Customer success, product experience, and community are the building blocks of durable growth,” said Karl Rumelhart, CPO and EVP at Gainsight. “With these strategies as the foundation of their businesses, B2B SaaS companies can sustain growth regardless of the market conditions.”

Earlier this year, the company launched the Durable Growth™ Playbook at Pulse, its annual conference. The playbook guides B2B SaaS companies of all sizes through six steps to their goal of efficient growth. The announcements at Evolve demonstrate how the Gainsight platform can help businesses adopt the playbook and build long-term growth. They include:

Grow through your product
New tools in Gainsight PX make it easier than ever before for companies to improve onboarding experiences, offer support, collect feature feedback, and drive greater product adoption. The key announcements include:

  • Engagement Editor 2.0, new templates, and new in-app content recommendations to create more delightful user experiences and drive adoption
  • Enhanced multi-product dashboards, widgets, and funnels to increase cross-sell opportunities
  • New ways to manage feature requests and align Customer Success and Product teams on feature feedback and requests
  • New AI-based Sentiment Analysis to understand user feedback data and drive better product roadmapping

Scale with digital
New tools in Gainsight CS to help companies scale their Customer Success operations and build communities around their products. The key announcements include:

  • New customer hub to centralize customer content and customer engagement
  • Improved widget library and new banner budget to help build an online community destination without writing code
  • Automated Journey Orchestrator Simple Programs that require minimal configuration to enable companies to scale their customer experience
  • Automatic pooled CSM assignment to help scale the implementation of pooled CSM models to serve more customers
  • Automated customer QBR decks with all the required reports and key metrics to save time and resources.

Put the customer in customer success
New technology in Gainsight CS to help companies align Customer Success and Sales around customer goals in order to drive renewal, advocacy, and expansion. The key announcements include:

  • New Customer Goals feature that enables cross-functional teams to collectively capture, track, and report on customer goals to drive collaboration and showcase value. It allows teams to conduct seamless handoffs from Sales to CS, showcase delivered outcomes in renewal and expansion conversations, and provides leadership with better visibility into goals and progress.

No surprises
New tools that simplify access to powerful insights and democratize data via self-service analytics. The key announcements include:

  • New/Revamped comprehensive funnel analysis to enable Product Managers with better insights into feature adoption
  • Flexible Surveys to get a more granular view of user sentiment feedback
  • Improved access and the ability for Customer Success Managers and cross-functional leaders to build customized reports and dashboards

For more information on the product enhancements announced at Evolve, go here.

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-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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Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com

In the News

Gainsight is making the headlines in customer success, product experience, and community. Check out our featured appearances in the news below.

企業成長のための新たなエンジン「カスタマーサクセス」 顧客の状態把握と成功体験のプランニングが鍵を握る

11/28/22

企業成長のための新たなエンジン「カスタマーサクセス」 顧客の状態把握と成功体験のプランニングが鍵を握る

世界中でカスタマーサクセスを広め、顧客のビジネス成功を支援するゲインサイト。サブスクリプションなどのビジネスに不可欠といわれるカスタマーサクセスは、何を可能にし、どのような世界を切り開くのか? ゲインサイトが描く次代のビジネスのあり方を聞いた。

Enterprisezine

11/28/22

Gainsight 絹村氏、元Sansan 山田氏が語る、カスタマーサクセス成功のための「6つのステップ」

 顧客の成功を目的に、ビジネスを成功に導く「カスタマーサクセス」が注目されている。そのプラットフォームを提供するのが、Gainsight社だ。同社が、今年8月米サンフランシスコで開催した『Pulse2022』では、「持続性ある成長戦略プレイブック:6つのステップ」が発表された。その内容をめぐっての、Gainsight日本法人代表の絹村悠氏と、『カスタマーサクセス実行戦略』(翔泳社)の著者でありsasket代表の山田ひさのり氏による対談を紹介する。

Fortune

11/18/22

More CFOs are ditching back-to-back video meetings to curb employee burnout

Employee burnout is real and can be heightened by inefficient work processes. And since hiring and retaining talent remains a top concern for CFOs, some are working toward curbing the stress levels of their team members—by also curbing daily video meetings.

Awards

We’re both proud and humbled by the recognition Gainsight has received over the years. Check out our accolades below.

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