Profile

Gainsight is the world’s leading Customer Success platform, helping businesses achieve efficient growth by unifying the post-sales customer journey. Known for its innovation in SaaS, Gainsight offers a comprehensive suite of products for customer success, customer education, product experience, and community management. These tools are utilized by companies of all sizes and industries, including nearly 200 publicly traded organizations. Gainsight has been a leader in AI for customer success teams since launching Horizon AI in November 2021. This AI framework provides Customer Success Managers (CSMs) with analytical capabilities, such as forecasting renewals, understanding customer sentiment, and enhancing retention and expansion strategies. This year, Gainsight acquired Staircase AI, a new distinct offering in the company’s artificial intelligence (AI) portfolio, continuing its ability to innovate by integrating new generative AI capabilities into its technology stack.

Key Products

Gainsight Customer Success (CS) empowers post-sales leaders, Customer Success Managers, and Account Managers to proactively address customer churn and expansion opportunities. By centralizing data from CRM, ERP, ticketing, and support systems, the platform transforms this information into comprehensive AI-powered health scores, offering a comprehensive 360º view of each customer and individual stakeholders, as well as automated playbooks that combine both human and digital interactions.

Staircase AI by Gainsight delivers instant, AI-Powered customer insights, health scores, and intuitive dashboards derived from real-time customer conversations across all communication channels. In less than a day, Staircase AI by Gainsight connects to a company’s email, meetings, chat, Slack, and ticketing systems. It then continuously scans millions of interactions between teams and customers. It then extracts key customer signals such as sentiment, risk, expansion opportunities, and relationship strength to inform decisions that improve customer experience and drive growth.

Gainsight’s Customer Hub suite of digital engagement and self-service solutions provides post-sales leaders with a way to reduce the cost it takes to deliver an exceptional customer experience. Through on-demand learning and community-led support, these solutions empower customers to act independently, reducing the burden on CSMs and allowing them to focus on more strategic revenue-driving activities. The in-app engagement and guidance tools help increase product usage and adoption. Although the customer community, product experience, and customer education solutions can operate independently, they are designed to seamlessly share data and insights across platforms. 

Customer Insights

Here are a few customer reviews:

• “Staircase.ai helps me understand my business better”


• “Using Gainsight to Guide Our CS Teams”


• “Intuitive, easy, and compatible with our tech stack!”

Key Executives

Nick Mehta, CEO

Nick Mehta (he/him), is the CEO of Gainsight, the platform that helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies. He works with a team of over 1300 human beings who have helped create the Customer Success category, currently taking over the SaaS business model worldwide. Gainsight has been ranked by Glassdoor as the #1 Best Place To Work in 2023 and is a five-time Forbes Cloud 100 recipient. Nick has been named the #2 CEO by the Software Report, has a 98% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and PubMatic Inc. (NASDAQ: PUBM) and has co-authored three books on Customer Success — Customer Success, The Customer Success Economy and Customer Communities. He is passionate about family, football, philosophy, physics, fashion, SaaS, parody music videos, The Boss, and everything Taylor Swift. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try.

Marilee Bear, Chief Revenue Officer 

Brent Krempges, Chief Customer Officer 

Chuck Ganapathi, President & Chief Operating Officer

Robin Merritt, Chief People Officer

Alka Tandan, Chief Financial Officer

Megha Mathur, SVP Strategy

Investors

• November 2020: Vista Equity Partners acquired a majority stake in Gainsight, valuing the company at $1.1 billion.


• July 2018: Gainsight added $25 million to its funding in an extension of the Series E round.


• April 2017: Gainsight raised $50 million in a Series E funding round led by Insight Partners at a post-money valuation of $515 million.


• June 2016: Gainsight raised $50 million in a Series D funding round led by Insight Partners, with participation from existing investors.


• May 2014: Gainsight raised $25 million in a Series C funding round led by Bessemer Venture Partners, with participation from existing investors.


• October 2013: Gainsight raised $20 million in a Series B funding round led by Bain Capital Ventures, with participation from Battery Ventures.


• March 2013: Gainsight raised $9 million in a Series A funding round led by Battery Ventures.

Competitor Analysis

Gainsight has different competitors by each product line below: 

• Staircase AI competitors: Truly, Knownwell


• Gainsight CS (Customer Success) competitors: Planhat, ChurnZero, Catalyst, Totango, Vitally, ClientSuccess


• Gainsight CE (Customer Education) competitors: Skilljar, Thought Industries, Docebo, Absorb, Litmos, Intellum, Workramp


• Gainsight CC (Customer Communities) competitors: Discourse, Higher Logic, Khoros, Vanilla, Salesforce Community


• Gainsight PX (Product Experience) competitors: Pendo, Amplitude, Mixpanel, Heap

Corporate Responsibility

Gainsight, recognized as the market leader in Customer Success, has established and invested in a social equity program known as Pulse Impact. The program’s vision is to lead the industry in fostering conditions that enable teammates, clients, and customers to reach their human potential, enhancing connections while reducing greenhouse gas emissions to promote mutual human and environmental flourishing. Gainsight is committed to empowerment through vulnerability by cultivating spaces for personal growth and connection, sustainability through prioritization by integrating environmentally sustainable practices, and equity through processes and allyship by ensuring fair access to opportunities.

Through the implementation of a comprehensive impact framework, Gainsight seeks to unify and guide all ESG and DEI efforts, driving sustainable growth and deepening human connections across the company and its community. This year, the company introduced a new tool to measure greenhouse gas emissions more accurately, which will serve as the foundation for setting sustainable and achievable goals to achieve significant reductions by 2030 and net zero by 2050. Gainsight also provides stipends to its Teammate Resource Groups and hosts monthly celebrations to share perspectives, history, and culture. Additionally, the company conducts quarterly internal training sessions to expand understanding of allyship, cultural humility, cultural competency, and the impacts of bias on systemic processes.