Gainsight

Gainsight is a leading enterprise customer success platform that helps companies reduce churn, drive retention and expansion, and operationalize customer success at scale by centralizing customer data, health scores, and workflows. It is the category-defining tool for large customer success organizations managing complex customer portfolios.

The platform aggregates data from CRM, product usage, support, and surveys to compute customer health scores, surfaces risks and opportunities, automates playbooks and CSM workflows, manages renewals and expansion, and reports on customer success metrics. With modules spanning customer success, product experience, and community, it aims to be the system of record for the post-sale customer relationship.

Gainsight uses quote-based, per-user annual pricing, generally 150 to 300 dollars per user per month (Essentials roughly 1,200 to 2,400 dollars per user per year, Enterprise 2,400 to 4,200 dollars), with a median deal around 50,000 dollars per year and significant implementation costs, targeting mid-market and enterprise customer success teams. Aimed at large customer success organizations, it competes with ChurnZero, Vitally, Custify, Totango, and Planhat.