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 gold standard in customer success platforms, used by enterprise SaaS companies to manage customer health, drive adoption, prevent churn, and manage renewals. It provides a 360° view of every customer by aggregating product usage, support tickets, survey responses, and communication data. CSMs use it to identify at-risk accounts early and take proactive action.
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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