Gainsight Customer Success

Gainsight Customer Success is customer success software for renewal teams at B2B SaaS firms: health scoring, playbooks and renewal forecasting, quoted only.

Gainsight Customer Success is built for B2B subscription companies whose revenue depends on renewals and expansion. It gives a customer success manager one record of an account: what the customer uses, what they have asked support, how they answered the last survey, and every piece of work the team has done on them. Gainsight, Inc., a San Francisco company started in 2009, makes and sells it. The problem it is built for is the renewal that surprises a team, where the warning signs existed but sat in four separate systems. Customer 360 pulls that account data into one view, and Scorecards turn it into health measures a team can agree on. Cockpit queues the calls to action a CSM works through, Playbooks make that work repeatable, and Success Plans track the outcomes the customer bought the product for. Journey Orchestrator runs lifecycle email programs, Surveys collects NPS and other feedback, and Text Analytics reads the open-ended answers that come back. Renewal Center forecasts renewals and expansion, Adoption Explorer reports product usage, and Rules Engine, Data Designer and Connectors bring data in from Salesforce and the rest of the stack. It suits customer success, account management and renewal teams inside software companies, usually at the point where a portfolio has outgrown a spreadsheet and each CSM carries a named book of business. Revenue operations and customer success operations people tend to own the configuration, because scorecards, rules and playbooks are administered rather than switched on. Larger accounts use Relationships and R360 to hold several teams or regions under one customer. Gainsight sells it in Essentials and Enterprise tiers and quotes both on request, so a buyer starts with a demo rather than a signup form. Teams run account reviews in it, flag risk ahead of a renewal date, and hand a forecast to the revenue team. Teams build onboarding and adoption programs, then check in Adoption Explorer and Success Plans whether the customer actually arrived where they meant to. It syncs with the CRM through Connectors instead of standing in for one, and reads tickets from whatever help desk owns them as signals. Gainsight's other products, Product Experience for in-app guidance and Customer Communities for self-service forums, cover the jobs this one leaves to them.