Customer Success
Gainsight
Enterprise customer success platform for health scoring and renewals.
Pricing
Custom pricing (typically $2,500-5,000/mo)
Used by
CSM, RevOps
Gainsight is the standard customer success platform in enterprise SaaS. CS teams use it to track customer health, push adoption, prevent churn, and manage renewals. It pulls product usage, support tickets, survey responses, and communication data into one 360° view per customer. CSMs use it to spot at-risk accounts early and act before they churn.
Key features
- Customer health scoring
- Journey Orchestrator for automated playbooks
- Renewal & expansion management
- NPS & CSAT surveys
- Product usage analytics (PX)
- Timeline for customer history tracking
How to get started
Configure health scores based on product usage, support interactions, and engagement metrics. Set up automated playbooks (CTAs) for common scenarios like onboarding, risk, and renewal. CSMs work from their dashboard of accounts sorted by health score, focusing on at-risk customers first.
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