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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.

Customer Success Has Officially Reached Critical Mass: The CS Index Report From Gainsight Shows 95% of Companies Have a Dedicated Customer Success Function

Churn reduction and product adoption were top priorities indicated by 83% and 81% of respondents, respectively.

San Francisco, California (March 30th, 2022) Gainsight, in partnership with benchmarking research firm RevOps Squared, has completed a study on the strategies and benefits of Customer Success programs within high-growth companies. The resulting report yields several insights on the contribution of Customer Success, most notably that companies that reported the highest Net Revenue Retention Rates (NRR) also reported investing 10% of revenue in their Customer Success Management (CSM) and Customer Success Operations (CSOps) teams. The complete Gainsight Customer Success Index can be found here.

Gainsight embarked on the study with the goal of understanding the current state of Customer Success programs, including what executives are focusing on in 2022, the challenges they face, and how they are scaling their Customer Success operations. Over 350 companies across a wide range of size, industry segments and geographies participated in the research, from which multiple significant trends emerged:

Customer Success is well-defined or present in 95% of companies

  • Whether they are newly formed or well-established operations, B2B companies of all sizes are prioritizing customer success. 

Strategic, data-driven investments make a huge difference to the bottom line

  • Companies that reported the highest NRR also reported investing 10% of revenue in their CS and CSOps teams.

Customer Success responsibilities tie directly to business value

  • Churn reduction and product adoption were top priorities indicated by 83% and 81% of respondents, respectively. 

Customer Success Operations is evolving quickly, with 61% of companies reporting a dedicated organization 

  • While 41% of companies reported their Customer Success Operations (CSOps) function as newly formed, 20% indicated they had a well-established CSOps team.

Net Revenue Retention Rate is the top customer retention metric

  • Importantly, 63% of companies said that their Customer Success organization is responsible for NRR performance. 

Net Promoter Score® is used by 80% of companies to track customer satisfaction

  • However, only 37% of companies measure NPS® for executive buyers or platform administrators 

Customer Success owns renewal responsibility 45% of the time

  • The responsibility is also split with Account Management 31% of the time and Sales 24% of the time

“This data mirrors what we’re hearing from our customers, which is that product experience and customer success connect directly to revenue,” said Kellie Capote, Chief Customer Officer at Gainsight. “This report highlights the quick wins and growth opportunities available to digital-focused companies over the next year. Armed with this information, every organization can invest in the people, solutions and strategies to create a company-wide customer success culture that drives revenue and ensures success for all.” 

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

Gainsight Continues Acceleration with Record ARR Growth in FY’22

The company hit multiple major milestones, enhanced its PX functionality, and made a strategic community platform acquisition, all while adding large enterprise accounts

San Francisco, California (March 17, 2022) Gainsight announced the completion of its 2022 fiscal year, during which the company exceeded its growth expectations, expanded its customer base, completed a strategic acquisition, grew its employee count, and enhanced its products, among other notable achievements. 

“Our customer and product communities are growing like never before,” said Nick Mehta, CEO of Gainsight. “I’m more fired up than ever by the direction of our industry, and how the ideas of customer-led, product-led, and community-led growth are transforming the ways companies grow.”

Gainsight’s fiscal year 2022 highlights included:

Large Enterprise Customer Growth Across Industries

Gainsight continued to grow its share of the Customer Success and Product Experience markets with multiple large enterprise wins, including its largest Product Experience deal ever. Gainsight’s customer base now includes nearly 200 public companies. New and notable customers include Refinitiv, HMH, Trend Micro, and Powerschool.

Gainsight CS and PX Products Deliver More Opportunities For Companies To Drive Durable, Consistent, Customer-Led and Product-Led Growth 

Gainsight CS – Gainsight made CS easier to use by redesigning several areas of the product using its Horizon Design system, and enhanced its survey settings to give teams more control over how NPS and CSAT are calculated within Gainsight.

The company also extended the availability of its AI-powered bot, Sally, into Microsoft Teams, and added the ability to include renewal analytics within its Horizon Analytics Dashboards. It also made enhancements to its Playbooks and Success Plans features  to help Customer Success Managers improve their productivity by allowing them to more easily manage their daily tasks within Gainsight CS. 

Gainsight PX – Transformative enhancements were made to the Gainsight PX Knowledge Center Bot with the addition of Article Editor, which allows users to increase feature adoption and awareness by creating great-looking product release “note cards,” including embedding multimedia files. The company also released enhancements to its multi-question survey with ability to display multiple questions in a single step for optimized completion rates. Significant upgrades were made to the Gainsight PX Mobile SDK to natively support hybrid mobile applications. The company also built on its strength of supporting businesses with multiple products by launching Gainsight PX Multi-Subscription Admin which enables the management of global throttling and template sharing, making it easier to seamlessly orchestrate user experience across products. And Gainsight introduced a product mapper enhancement which adds heat mapping of instrumented features on each application page, making it easy to identify areas of the product that have been mapped or not. 

Gainsight Announces Pulse Impact to Expand Customer Success Employment Opportunities

Gainsight doubled-down on its support of the communities where its employees, customers, and stakeholders work and live through the launch of Pulse Impact. Inspired by an industry-wide movement for greater Customer Success growth and market performance, Pulse Impact advances an equitable, human-first CS industry culture by addressing professional barriers to success and promoting an inclusive community that reflects the diverse world around us. Led by Gainsight’s Senior Vice President & Chief of Staff, Robin Merritt, key components of the program include job training and mentorship, DEI initiatives, strategic communications, shared platforms and curriculum.

Gainsight Makes Strategic Acquisition of Industry-Leading Community Platform

In January 2022, Gainsight acquired InSided, based in Amsterdam, adding to its portfolio a Customer Success Community platform uniquely designed to leverage the power of communities to drive product engagement and adoption, increase retention, and build lasting customer relationships. In conjunction with the acquisition, Gainsight named Robin van Lieshout, CEO and Founder of InSided, to the position of General Manager. 

Gainsight Grew Its Team and Earned Multiple Awards 

Also in January 2022, Gainsight announced the appointment of Brian Shelton to CFO. The company now has over 1,000 employees, an increase of 40% year-over-year. Additionally, Gainsight was awarded the Excellence in Engineering Award and Nick Mehta received the Top Individual Contributor Award (Flagship Fund) from the company’s investor, Vista Equity Partners.

Finally, Gainsight garnered the highly competitive Great Place To Work award from Great Place to Work for the second year in a row, and Mickey Alon, CTO of Gainsight PX, was named one of the Top 25 CTOs in 2022.

About Gainsight

Gainsight’s innovative technology helps companies increase product adoption and drive greater net revenue retention 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 

Gainsight Launches Essentials And Essentials Plus

Start and scale Customer Success in as little as 2 weeks with new Gainsight offering

San Francisco, California (March 8, 2022) Gainsight today announced the launch of Gainsight Essentials, featuring two new packages for its flagship Gainsight CS product to drive Customer Success. The packages – Essentials and Essentials Plus – are purpose-built to help companies of any stage and size start and scale with the industry’s leading Customer Success Platform in as little as two weeks. The announcement came today at Evolve, the company’s quarterly product launch event for Customer Success and Product Management professionals, where Gainsight also showcased several powerful new enhancements to its Gainsight CS and PX products.

Over the last several years, Gainsight has simplified and redesigned more than 80% of the user interface for its industry-leading CS platform. With today’s launch of Essentials, the company is doubling-down on its focus to simplify their buyers’ experience and accelerate their time to value by making Gainsight:

  • Easier to Buy: Simpler and more affordable packages that include all the crucial tools to get companies started on their Customer Success journey.
  • Easier to Implement: The pre-built integrations that come with these packages enable businesses to get started in as little as two weeks.
  • Easier to Use: An intuitive user experience puts customer data, AI-powered insights and recommended actions directly at the fingertips of Customer
    Success Managers (CSMs), admins, operations leaders, executive teams, and other teams.
  • Easier to Administer: Essentials includes guided administration support to help accelerate time to value and reduce overall administration costs.
  • Easier to Grow: Immediate access to a large library of content, training and thought leadership, and seamless ability to scale up to the full depth and breadth of the complete Gainsight product portfolio when the time is right.

“We’ve talked with hundreds of businesses at every level of size and maturity who have told us how much they love Gainsight and our community, but who have also sometimes felt like our product can be intimidating due to its power and sophistication,” said Scott Salkin, SVP and GM of Essentials. “We listened, and developed solutions that are accessible and powerful for companies at any stage to implement and see value in a matter of weeks. It’s the Gainsight you know and love – just easier. Together with administrative support, thought leadership, a community cohort, and strategic guidance, Essentials is packaged and priced to help any modern business accelerate their own growth engine.”

Enhancements to Gainsight CS and Gainsight PX

Along with Essentials and Essentials Plus, Gainsight announced several enhancements to its CS and PX products for Customer Success and Product Management teams:

  • Customer Success Qualified Leads (CSQLs): – The new CSQL capability in Gainsight CS 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 the Customer Success team has contributed to the business. With this new capability, a CSM can create a lead from within Gainsight, send it directly to a CRM with a few clicks. Each individual CSM and their entire leadership team can track the progress of the lead in Gainsight CS as that lead moves through the funnel in the CRM system, and report on which leads are stalled, being worked, disqualified, or closed/won.
  • Integrations with Zoom and Gong – By integrating Zoom and Gong with Gainsight CS tools such as Timeline and Customer 360, customer-facing teams now have immediate access to important Gainsight data directly in those applications to guide their customer conversations. They can also automatically capture important customer conversations that take place within these applications with just a few clicks.
  • Impact Analyzer, powered by Horizon AI – Impact Analyzer in Gainsight CS uncovers how different drivers like scorecard measures or customer sentiment impact business goals like NPS and renewals. Companies can then use these insights to identify which areas of their Customer Success strategy they need to focus on the most.
  • PX Engagement Editor – Gainsight PX’s new Engagement Editor offers an enhanced workflow model so users don’t have to go back and forth between the editor and previewing in the platform. With the new WYSIWYG editor, no code or CSS will be required for styling, configuring custom layouts, alignment or mapping elements.

To learn more about Gainsight Essentials, visit Essentials.Gainsight.com, or register for Evolve here.

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

Gainsight Signals Rapid Growth with CFO Appointment

Brian Shelton joins from RealPage, where his experience working in capital markets and for a public company will be key as Gainsight prepares to scale

San Francisco, California (February 17th, 2022) Gainsight, the Customer Success and Product Experience company, has named Brian Shelton its Chief Financial Officer. Shelton joins from RealPage, where he led the Finance team from 2014 through 2021, at which time the publicly held company was acquired by Thoma Bravo in an all-cash transaction that valued RealPage at approximately $10.2 billion. The company will rely on Shelton’s experience establishing and directing key business and financial processes as it prepares for rapid growth.

Gainsight is a leader in customer success software and has expanded into the product experience and community engagement markets. Its software is used by nearly a thousand companies, including nearly 200 publicly traded organizations, to build deep and lasting relationships with their customers. The company, which recently acquired InSided, a customer success community platform, is anticipating continued rapid growth, both organically and via acquisition.

“At Gainsight, we believe that the Customer Success, Product Experience and Community movements are just getting started and will drive the future of business growth,” said Nick Mehta, CEO of Gainsight. “We are fortunate to have been part of this incredible transformation around the way companies think about their clients. As we build a business for the long-term, we are excited to have a new partner in Brian to help us get there.”

Shelton was EVP, CFO, and Treasurer at RealPage. Prior to that, he served as Senior Vice President, Finance, where his primary responsibilities included financial planning and analysis, merger and acquisition support, and financial reporting. From 2004 through 2014, Shelton held various financial leadership roles at St. Jude Medical, Inc., a global medical device manufacturer acquired by Abbott Laboratories in 2017. Prior to joining St. Jude Medical, Inc., Shelton held positions with Ernst & Young LLP and Arthur Andersen LLP.

“My decision to join Gainsight comes down to one word: opportunity,” said Shelton. “When I look at the market, I see a large, untapped opportunity for tools that connect great product experiences to customer success. Gainsight has been a pioneer and innovator in this market since its inception. I’m excited to join the leadership team and help the company capitalize on the opportunities that lie ahead.”

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.

Media Contact
Jordan Sher
VP of Brand and Marketing

In the News

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

Customer Experience Magazine

05/03/22

Customer Success Operations: The Hottest Career in the Customer Service Space

Simply put, you can’t achieve peak growth without a CS Operations team.

360 magazine

04/29/22

Gainsight CEO Nick Mehta on the evolution of customer success and where it dovetails with CX

About a month ago, Gainsight released a study that showed 95 percent of businesses have set up a dedicated customer success function. Nick Mehta’s mission is to make sure those teams make as big of an impact as possible.

B2B News Network

04/29/22

How Customer Success Can Help SaaS Companies Improve their NRR

Subscription-based SaaS companies are focusing on customer retention and expansion as a new, more durable revenue stream in the face of market uncertainty and increased earnings diligence.

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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