Gainsight is cutting about 270 roles, according to Investing.com, which cited a person familiar with the matter. CEO Chuck Ganapathi confirmed layoffs in a LinkedIn post but did not give a number. The cuts were first flagged in an anonymous Blind post.
Gainsight is also changing how it charges. In an open letter, Ganapathi said the company is moving from seat-based to value-based pricing and selling retention as an outcome. Each customer gets one accountable "Outcome Executive": a person for large accounts and an AI agent for smaller ones.
Departing employees receive financial transition pay, continued health coverage and career support. Some staff moved into the company's AI-Native Services unit. Investing.com reported the core software business remains highly profitable.