Gainsight Interactive Demo
Explore a demo of Gainsight, a customer success and product experience platform designed to help manage customer relationships, user interactions, and engagement.
What is Gainsight?
Gainsight is the leading customer success platform, helping SaaS companies reduce churn, expand revenue, and deliver measurable outcomes for customers. Founded in 2013 and headquartered in San Francisco, Gainsight pioneered the customer success category and now serves over 1,000 companies including Salesforce, Box, and SAP.
At its core, Gainsight aggregates data from your CRM, product analytics, support tools, and billing systems to give customer success managers a 360-degree view of each account's health. Health scores, automated playbooks, and timeline tracking help CSMs focus their attention on accounts that need it most.
Gainsight CS (for customer success teams), Gainsight PX (in-app product experience), and Gainsight Community work together to support the full customer lifecycle — from onboarding through adoption, renewal, and expansion.
How to get started with Gainsight
- 1
Connect your data sources
Integrate Gainsight with your CRM (Salesforce or HubSpot), product analytics, support ticketing, and billing systems. Gainsight ingests this data to build a unified customer view.
- 2
Configure your health score
Define the metrics that predict customer health in your business — product engagement, support ticket frequency, NPS score, contract value. Weight each measure and set thresholds for red/yellow/green scoring.
- 3
Set up your CSM book of business
Assign accounts to CSMs and configure the 360 view with the data fields most relevant to your team. Set up Timeline for activity logging and Cockpit for action management.
- 4
Create playbooks and CTAs
Build automated Calls to Action (CTAs) that trigger when an account health score drops or a key event occurs (e.g. contract coming up for renewal). Attach playbook tasks that guide CSMs through the right response.
- 5
Launch your first Journey Orchestrator
Use Gainsight's Journey Orchestrator to send automated emails, surveys, or in-app prompts based on customer behavior — scaling CSM coverage across your entire customer base.
Explore more Gainsight guides
Step-by-step interactive demos and tutorials for Gainsight.
Who is Gainsight most useful for?
Customer success managers at B2B SaaS companies who need to proactively manage a portfolio of accounts. You can use Supademo to create interactive product walkthroughs that CSMs share with customers during onboarding — increasing feature adoption and time-to-value.
VP of Customer Success leaders who need visibility into churn risk, NRR trends, and team performance across hundreds of accounts. Pair Supademo with Gainsight to build scalable digital onboarding programs that supplement your high-touch CSM coverage.
Product teams using Gainsight PX to instrument in-app guides and engagement analytics. Use Supademo to demonstrate new features to customers before they're in the product, setting expectations and driving adoption of the latest releases.
RevOps and CS operations teams who build the playbooks, health score models, and data pipelines that power the CS team. Share Supademo walkthroughs of your Gainsight configuration with new CSMs so they understand the system logic without needing a live training session.
Alternatives to Gainsight
Looking for alternatives to Gainsight?
Here are four tools worth evaluating depending on your needs.
A strong Gainsight alternative particularly popular with mid-market SaaS. Known for ease of implementation and real-time alerts. Generally more affordable than Gainsight for smaller teams.
Modular, SuccessBloc-based architecture that lets teams activate features incrementally. Good for companies that want to start simple and layer in complexity over time.
Strong for NRR management and expansion tracking alongside traditional CS metrics. Popular in Europe with a clean UX and competitive pricing.
Purpose-built for Series B-D SaaS companies. Clean interface, fast implementation, and strong integrations. Often chosen by teams that find Gainsight too complex.
FAQs on Gainsight
Commonly asked questions about Gainsight. Have more? Reach out and our team will be happy to help.
What is Gainsight used for?
Gainsight is a customer success platform used by B2B SaaS companies to reduce churn, increase expansion revenue, and scale their customer success operations. It centralizes customer health data, automates CSM workflows, and provides executive visibility into the health of the customer base.
Does Gainsight integrate with Salesforce?
Yes. Gainsight has a deep native integration with Salesforce — it can run as a Salesforce-native app or integrate via connector. Account, contact, opportunity, and contract data sync bidirectionally, and Gainsight widgets can be embedded directly in Salesforce records.
How long does Gainsight implementation take?
A typical Gainsight implementation takes 3-6 months depending on data complexity, team size, and customization needs. Gainsight Professional Services or certified partners typically manage the implementation process.
What is a Gainsight health score?
A health score is a composite metric that summarizes how likely a customer is to renew, expand, or churn. It's built from weighted measures like product engagement, support ticket volume, NPS scores, and executive engagement. CSMs use it to prioritize their attention.
Is Gainsight only for enterprise companies?
Gainsight primarily serves mid-market and enterprise SaaS companies. For smaller teams or startups, alternatives like Vitally, Planhat, or ChurnZero may be better fits due to lower implementation complexity and cost.
What is Gainsight PX?
Gainsight PX is a product experience platform that adds in-app guides, engagement tracking, and user sentiment surveys directly inside your product. It complements Gainsight CS by feeding product engagement data into health scores.
Can Gainsight send automated emails to customers?
Yes. Gainsight's Journey Orchestrator sends automated, personalized emails triggered by customer behavior or health score changes. You can build nurture sequences, renewal reminders, and adoption campaigns without manual CSM intervention.
How does Gainsight help reduce churn?
Gainsight helps reduce churn by identifying at-risk accounts early through health scores, automating CSM workflows when risk signals appear, and enabling proactive outreach before a customer decides to leave. Studies show customers with Gainsight-managed CSMs renew at significantly higher rates.