Gainsight

Why Enterprise CS Teams Choose Gainsight

Gainsight defined the customer success category. For enterprises managing thousands of customers with dedicated CS teams, it provides the visibility and automation needed at scale.

My Experience

I recommend Gainsight to enterprises with mature customer success operations. The investment is substantial, but for large portfolios, the health scoring and playbook automation deliver real value.

What Makes Gainsight Valuable

1. Health Scoring - Multi-dimensional health scores that actually predict churn. Combine product usage, support tickets, engagement, and custom metrics into actionable insights.

2. Playbook Automation - Define repeatable workflows for onboarding, QBRs, renewals, and risk intervention. CSMs follow consistent processes while focusing on relationships.

3. Journey Orchestrator - Automate scaled communication for segments that don’t warrant high-touch CSM attention. Personalized at scale.

4. Renewal Management - Forecast renewals, track expansion opportunities, and manage the renewal process from a single platform.

Where Gainsight Falls Short

The price is enterprise-only—$50K+ annually. Implementation takes months and requires dedicated resources. The learning curve is steep, and you’ll need a Gainsight admin.

Who Should Use Gainsight

• Enterprise CS teams with 1000+ customers
• Organizations with dedicated CS operations
• Companies where churn has material revenue impact
• Mature CS functions needing automation

Gainsight vs ChurnZero

Factor	Gainsight	ChurnZero
Enterprise Features	Superior	Good
Implementation	Complex	Easier
Pricing	Higher	Lower
Automation	More powerful	Solid
Best For	Enterprise	Mid-market

The Bottom Line

Gainsight is the right choice for enterprises with serious CS operations and budget. Mid-market companies should consider ChurnZero or Vitally for better value.