Gainsight
Enterprise customer success platform for managing health scores, renewals, expansion opportunities, and customer lifecycle workflows.
Gainsight is the leading customer success platform, designed to help B2B companies reduce churn, drive expansion, and manage the customer lifecycle. It provides health scoring, workflow automation, and a 360-degree view of customer relationships.
Key Features
Customer health scoring based on product usage, support tickets, survey responses, and more. Renewal and expansion management. Automated playbooks and CTAs (calls to action). Journey orchestration for onboarding and adoption. Surveys (NPS, CSAT, CES). C360 — a unified view of each customer. Product analytics integration.
Best For
B2B SaaS companies with dedicated Customer Success teams. Organizations focused on net revenue retention and expansion. Companies with complex customer relationships that need structured workflows.
Limitations
Enterprise pricing that's out of reach for most startups. Complex implementation that can take months. Requires clean data inputs to be effective — garbage in, garbage out. The platform can feel heavyweight for smaller CS teams.
| Plan | Price | Details |
|---|---|---|
| Essentials | $30K+/year | Core CS features, limited users |
| Enterprise | $75K+/year | Full platform, integrations |
| Enterprise Plus | $150K+/year | Advanced analytics, PX integration |
Used by
Cisco · Dropbox · Box · Marketo · General Electric · Workday · SAP · Adobe
Use cases
- Building and monitoring customer health scores
- Automating renewal and expansion workflows
- Identifying at-risk accounts before they churn
- Running NPS surveys and acting on feedback systematically
Alternatives
- Intercom — Customer messaging platform combining live chat, chatbots, help center, and proactive messaging for support and engagement. ($39/seat/mo)