Gainsight Strengths, Domain Expertise, and Key Differentiators
Gainsight is a leading customer success platform known for helping businesses improve customer retention and growth through data-driven insights and automation. Its strengths include a comprehensive product suite covering customer success, product experience, education, and community engagement. Gainsight integrates data from multiple sources to provide a unified customer view, enabling proactive management. The company has also expanded its capabilities through acquisitions like Staircase AI and Northpass, enhancing its AI and customer education offerings.
Gainsight Recent Developments
Gainsight has expanded its AI capabilities across its product suite. For instance, as of November 2024, the Customer Communities module now offers AI-powered features such as content generation and community insights available to all Control users. The Product Experience platform introduced enhancements including an in-app product mapper and automation settings to boost user engagement. Meanwhile, the Customer Education module launched a native waitlist feature for instructor-led training sessions and improved search report functionality, all aimed at optimizing customer training and engagement efforts.
In October 2024, Gainsight released significant enhancements to its Customer Success platform, including the introduction of Connectors 2.0. This update allows for re-authorization and re-creation of jobs for specific connectors, improving security with S3 enhancements and adding support for Snowflake connections via OAuth. Additionally, the release enabled the creation of new customer profiles from the Customer Education and Customer Communities modules using Gainsight’s Unification feature, streamlining customer data management across different product areas.
In May 2024, Gainsight introduced Atlas, a suite of AI agents designed to assist Customer Success Managers (CSMs) in driving retention and growth. These agents provide real-time, AI-powered customer engagement insights across all conversations, enabling CSMs to proactively address customer needs and identify expansion opportunities.
In March 2024, Gainsight announced that its AI-powered Customer Success Platform (Gainsight CS) became an SAP Endorsed App, now available on the SAP Store. This integration allows SAP customers to leverage Gainsight's AI-driven insights within the SAP ecosystem, enhancing customer engagement and retention strategies.
Gainsight Mergers and Acquisitions (M&A) Activities
In August 2024, Gainsight acquired Staircase AI, a customer intelligence platform based in Los Angeles and Tel Aviv. Staircase AI analyzes customer interactions across various channels—such as email, meetings, chat, Slack, and support tickets—to provide real-time insights into customer sentiment, risk, and growth opportunities. This acquisition enhances Gainsight's AI-driven capabilities, enabling more proactive customer success management.
In July 2023, Gainsight acquired Northpass, a customer learning management system (LMS) based in Parsippany, New Jersey. Northpass offers a platform that helps businesses create engaging and effective digital customer education programs. This acquisition allows Gainsight to integrate customer education into its suite of solutions, providing a comprehensive approach to customer success.
In January 2022, Gainsight acquired inSided, a platform based in Amsterdam that leverages community engagement to drive product adoption and build customer relationships. This acquisition enables Gainsight to offer community-led growth solutions, enhancing its customer success platform with features that foster customer collaboration and self-service support.
Gainsight Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Gainsight applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Gainsight and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Gainsight CS, Gainsight PX, Staircase AI, Skilljar customers.
Gainsight Overview
350 Bay Street, Suite 100
San Francisco, CA, 94133, United States
1 888-623-8562
https://www.gainsight.com/
Ownership: - Vista Equity Partners
Number of Employees: 1200
Key Verticals: Automotive, Banking and Financial Services, Communication, Construction and Real Estate, Distribution, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Oil Gas Chemicals, Professional Services, Retail, Utility,
Gainsight Key Enterprise and Cloud Applications
Gainsight CS, Gainsight PX, Staircase AI, Skilljar
Gainsight Revenues, $M:
| Type/Year | 2023 | 2024 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Gainsight Revenue Breakdown By Type, $M:
Gainsight Enterprise Applications Revenues By Functional Markets, $M:
Gainsight Enterprise Applications Revenues By Verticals, $M:
Gainsight Revenues By Region, $M
| Region | % of Total Revenues | 2024 Total Revenues, $M | 2024 Enterprise Applications Revenues, $M | 2024 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe | Subscribe |
Gainsight Direct vs Indirect sales
| Type | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
Gainsight Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Gainsight Customers
No. of Gainsight Customers: 20000
No. of Gainsight Enterprise Applications Customers: x
No. of Gainsight Cloud Customers: x
No. of Gainsight Cloud Subscribers: x
Gainsight serves a diverse and expanding customer base, encompassing over 20,000 companies globally across various industries, including technology, healthcare, finance, and education. Their clientele ranges from small businesses to large enterprises, with notable clients such as Microsoft, Cisco, Dell, PayPal, and LinkedIn.
The majority of Gainsight's customers are based in the United States, with a significant presence in the United Kingdom and Canada . These organizations utilize Gainsight's platform to enhance customer success, improve retention, and drive growth through data-driven insights and automation.
Gainsight Market Opportunities, M&A and Geo Expansions
In 2024, Gainsight appointed Keith Pearce as its Chief Marketing Officer to drive the go-to-market strategy for its new AI-driven Customer OS. Additionally, Chuck Ganapathi joined as President and COO, bringing deep CRM and AI experience to lead Gainsight's product, engineering, marketing, and corporate development initiatives.
In 2023, Gainsight opened a new office in St. Louis, the company's founding city, and expanded its presence in India with a new office in Hyderabad, accommodating up to 800 employees. This expansion supports the company's engineering and UX teams and reflects its commitment to global growth.
Gainsight Risks and Challenges
Gainsight faces several challenges that could impact its growth and customer satisfaction. Users have reported that Gainsight's platform can be complex to implement and manage, requiring dedicated resources and expertise. Without proper implementation, organizations may not fully realize the platform's value, leading to dissatisfaction and potential churn.
Some customers have highlighted issues with the platform's performance, including slow load times and inefficiencies in handling large data sets. These concerns can affect user experience and operational efficiency.
The platform's pricing structure may be a barrier for cost-sensitive organizations, especially smaller businesses. The high starting price and the necessity for additional investment to unlock more features can deter potential customers.
Gainsight faces competition from other customer success platforms like Vitally, Catalyst, ChurnZero, and Totango, which offer simpler, more user-friendly interfaces and competitive pricing. These alternatives may appeal to organizations seeking more straightforward solutions.
Gainsight Ecosystem, Partners, Resellers and SI
Gainsight has developed a strong partner ecosystem that enhances its customer success platform through integrations and expert support. It collaborates with technology partners like SAP, Zendesk, Gong, and Productboard to connect with key enterprise systems. Consulting and system integrator partners such as Valuize and nCloud help customers implement and customize the platform effectively. Additionally, its Through-Partner Customer Success program enables partners to actively participate in managing customer success, fostering collaboration and better outcomes.
Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
For additional information on our methodologies, here's the link:
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