Gainsight
Gainsight is a customer success and product experience software company that provides a platform for B2B enterprises to manage customer health, reduce churn, drive expansion, and improve product adoption. Its solutions combine customer success management, product analytics, and customer experience tools used primarily by SaaS and recurring-revenue businesses. Gainsight generates revenue through subscription licensing of its cloud software and related professional services.
- Customer Success Software
- Product Analytics & Feedback
- Business Intelligence & Dashboards
- Revenue
- $250.0M
- Employees
- 1,500
- Founded
- 2009
- Headquarters
- San Francisco, United States of America
What 96 Arbolus experts think of Gainsight
NPS among experts ranges from 4 to 10, with the majority reporting scores of 7 to 9, indicating generally positive sentiment but with some detractors. Renewal intent is strong among high spenders and Influencers, especially where operational control and value realization are high. Stickiness is notable, as most respondents report usage beyond one year and describe Gainsight as critical for key workflows. Qualitative feedback praises health management and automation, but recurring themes cite complexity, admin effort, and cost as pain points. Gainsight's value increases with scale, standardized processes, and data maturity.Overall Customer Sentiment: Positive
Who reviewed Gainsight
- C-Suite 63% (60)
- Director 23% (22)
- Manager 14% (13)
Employer names and spend open in the full report, along with the other 93 customers.
Everything 96 customers told us about Gainsight.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
17 Net Promoter Score, from 96 scored reviews- Promoters 33
- Passives 47
- Detractors 16
Cumulative NPS by month
+0 over 6 months- Apr 8
- May 8
- Jun 8
- Jul 8
- Aug 8
- Sep 8
Net Promoter Score across 8 reviews, accumulated up to each month. Category median 19 across 8 companies.
Praised
- AI-Driven Insights and Automation
- Enhanced Lifecycle Automation
- Improved Integration and Simpler Onboarding
- Enables Scalable Customer Success Operations
Criticised
- Stronger AI and Simplified Administration
- Reliance on Data Integrity
- Cost Concerns versus Alternatives
- High Administrative Burden
What customers say
Renewal intent
Plan to renew 61%Plan to renew, by seniority
- 57% 28 answers
- 62% 13 answers
- 67% 9 answers
- 100% 1 answer
- 8.2/10 Average score from customers who will renew
- 7.9/10 Average score from undecided customers
- 7.2/10 Average score from customers not renewing
Top alternatives
Most weighed by Gainsight customers
Report
More in Data & Analytics and Workplace & Productivity
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