Gainsight

What is Gainsight?

Gainsight sells a customer success platform plus separate products for customer education (Skilljar), product experience, customer communities and AI agents (Atlas, Staircase AI). The Customer Success product builds a Customer 360 view with health scorecards, product usage, support history, renewal dates and stakeholder maps. Journey Orchestrator sends automated emails, in-app guides and surveys, Cockpit lists CSM tasks, and pre-built AI agents flag churn risk and expansion signals. A marketplace connects it to Salesforce, data warehouses, support desks and product analytics.

Who is it for?

Mid-size and enterprise B2B companies, mostly SaaS, with a dedicated customer success team. It suits companies that need renewal forecasting and automated journeys across thousands of accounts and can staff an admin or CS operations role. Small teams with a handful of CSMs may find Vitally or ChurnZero easier to set up.

Pricing

• Customer Success Essentials: quote-based; Gainsight says onboarding can take two weeks.
• Customer Success Enterprise: quote-based.
• Skilljar, Customer Communities, Product Experience, Staircase AI, Atlas AI Agents: separate products with their own quotes. Product Experience has a free trial.

The pricing page lists no prices for Customer Success. Prices checked on 6 October 2026.

Strengths

• Customer 360: one view with health scorecards, usage, support history, renewal dates and stakeholder maps.
• Journey Orchestrator: sends emails, in-app guides and surveys based on account data.
• AI agents: pre-built agents detect risk, handoffs and expansion signals.
• Data connectors: the marketplace lists Salesforce, Snowflake, BigQuery, Redshift, Segment, Mixpanel, Zendesk, Jira, Gong and Zapier.
• Wider suite: education (Skilljar), communities and in-app product experience come from the same vendor.

What to consider

• No public prices for any Customer Success tier.
• Education, communities and product analytics are separate products with separate contracts.
• The product has many modules (Cockpit, Journey Orchestrator, Data Designer, Rules Engine); expect to need an admin to configure them.
• HubSpot is not listed on the Customer Success integrations page; HubSpot-based teams should confirm the connector.

Bottom line

Shortlist Gainsight if you run a CS team at enterprise scale and need renewal forecasting and automated journeys across many accounts. Before buying, ask which modules sit in Essentials versus Enterprise and who will administer them.