Gainsight

What Gainsight does

Gainsight is a San Francisco-based customer success and product experience software company founded in 2009 that sells a unified retention platform to enterprise B2B SaaS and other subscription-based organizations, with 3,500+ customers and approximately 900+ employees. The platform combines Gainsight Customer Success (health scoring, playbooks, renewals, expansion), Product Experience (PX) for in-app engagement, Customer Communities (inSided), Skilljar for customer education and learning management, and Staircase AI for conversational intelligence. The technology stack is centered on Atlas AI Agents and the Agent Studio (powered by Anthropic's Claude), the Model Context Protocol (MCP) integration layer (175,000+ tool calls and 96,000+ queries), and PX's processing of billions of daily product events. The product suite has earned Leader status in the 2024 and 2025 Gartner Magic Quadrant for Customer Success Management Platforms, the Q4 2025 Forrester Wave, and IDC MarketScape assessments, and is supported by 110+ pre-built integrations and a partner marketplace.

Gainsight was acquired by Vista Equity Partners in 2025 at a $1.1B valuation, with a $200M ARR forecast disclosed alongside the transaction. Revenue mechanics are primarily tiered SaaS subscriptions (per-seat or per-customer managed) across Customer Success, PX, Skilljar, and Customer Communities, supplemented by enterprise managed services through the Atlas AI-Native Services (AINS) and Retention-as-a-Service line, which is priced on retention outcomes rather than seat count and launched in May 2026. Distribution combines direct enterprise sales (Schedule a Demo flows for each product), a self-serve free trial for PX, the Salesforce AppExchange (deepened by the May 2026 Agentforce MCP partnership), an app and service partner marketplace, and a SAP Sales Cloud partnership signed in September 2024. Operations span the US, India (with a New Delhi event footprint and growing India office), and Europe, and the company is led by CEO Chuck Ganapathi, who succeeded founder Nick Mehta in March 2026 alongside new CFO Paul Sheppard, EVP Ozlem Yuksel, and SVP Emily Singer.

The November 2025 Salesforce-Gainsight OAuth breach affected 200+ customer instances and is an explicit counterweight to the platform's AI and integration depth, creating a material security and renewal-management risk that the new leadership team and Vista ownership will need to address alongside the Agentic Stack rollout.

Name

Gainsight

Legal name

Gainsight

Website

https://gainsight.com

Company type

Private

Founded year

2009

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Gainsight is a San Francisco-based customer success software company offering a unified retention platform spanning Customer Success, Product Experience, Communities, LMS, and AI agents, serving 3,500+ enterprise B2B SaaS companies.

Ownership category

akta.pro rank

Product category

Customer Success Management Software

NAICS

Computer Systems Design Services (541512), Custom Computer Programming Services (541511)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Loyalty, Rewards & Retention Platforms (BPAFAFAH)

akta.pro secondary industries

Customer Success (Adoption, Retention & Expansion) (EDABABAG), Customer Success Operations & Health Scoring (Renewals/QBRs) (EDABABAM), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB)

Keywords

• Customer success software
• Product experience analytics
• Customer education platform
• Customer community software
• AI retention agents

Headquarters

HQ city

San Francisco

HQ country

United States

HQ region

North America

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Gainsight Customer Success subscriptions: Tiered SaaS subscriptions (Essentials and Enterprise) sold on per-user / per-customer basis with included AI Insights/Automations, Customer 360, Playbooks, Dashboards, Health Scorecards, Surveys, Digital Journeys, Renewal & Expansion Forecasting, and Organizational Mapping; Enterprise adds 20 included full users (vs 10), 200 customers per user (vs 100), and additional modules. Enterprise pricing is quote-based.
2. Skilljar LMS subscriptions: Tiered subscription plans (Essentials, Professional, Enterprise) for customer/partner academies with seat-based pricing, course sales monetization, SSO, sandbox org, and premium integrations; positioned as recurring LMS revenue.
3. Product Experience (PX) subscription: Subscription pricing for product analytics, in-app guides, in-app hub, user surveys, and multi-runtime support across Web/Mobile/Desktop, with a free trial entry point and quote-based enterprise pricing.
4. Customer Communities subscription: Tiered subscriptions (Professional, Business, Enterprise) for branded customer communities, scaled by admin seats, feature suite access, and support tier; quote-based pricing.
5. AI-Native Services (Atlas AINS) — managed retention outcomes: Software-plus-services revenue where Gainsight owns retention outcomes end-to-end for long-tail customer accounts using AI agents backed by Gainsight renewal specialists, with accountability tied to measurable outcomes (GRR improvement); launched May 2026.
6. Retention-as-a-Service (RaaS): Outcome-based "as-a-service" operating model for post-sales announced at Pulse 2026, including Atlas AI-Native Services that absorb execution risk and manage renewals for long-tail accounts through AI agents with human oversight.
7. Customer education monetization (Skilljar): Capability to monetize training via subscriptions, training credits, and à la carte course purchases; cited customer (Smartsheet) generated $1M+ in training revenue.
8. Marketplace partner revenue (implied): Marketplace of 110+ apps, integrations, and service partners generating ecosystem activity around the core platform; service partner directory (3sides, Grazitti Interactive, etc.) supports implementation services revenue.

Pricing tiers

Go-to-market motion6 records

Distribution channels6 records

Marketing channels10 records

Core offering

Gainsight builds and sells a unified customer success platform that helps B2B companies retain customers, drive expansion, and scale post-sales operations. The platform combines Gainsight Customer Success (CS), Product Experience (PX), Customer Communities, Skilljar LMS, Staircase AI conversational intelligence, and Atlas AI agents under a single Customer OS with Model Context Protocol (MCP)-based extensibility. Its product offerings are sold as tiered SaaS subscriptions plus an outcome-based managed service (Atlas AI-Native Services / Retention-as-a-Service).

Product overview

Gainsight is a customer success and product experience software company offering a unified Gainsight Customer Platform that brings together multiple acquired and organically built products. The platform centers on Gainsight Customer Success (CS) for retention, expansion, and efficiency, complemented by Gainsight Product Experience (PX) for in-app engagement and product analytics. Through acquisitions, Gainsight has assembled a portfolio including Staircase AI (conversational customer intelligence, acquired Aug 2024), Skilljar (LMS for customer education, acquired Apr 2025), Customer Communities / Northpass / ModerateKit (branded online community software), and Erica Kuhl Consulting. The company layers Atlas AI Agents (autonomous agents for CS workflows) and Gainsight Agent Studio (powered by Claude) on top of the platform, with Model Context Protocol (MCP) integrations tying the data into external AI tools. In May 2026, Gainsight evolved Atlas into Atlas AI-Native Services (AINS), offering three paths: pre-built agents, custom-built agents, and Gainsight running the retention motion end-to-end.

Differentiator

Problem solved

Functional benefit

Brands

• Staircase AI: AI-powered customer intelligence platform that analyzes customer conversations to surface churn risk, expansion momentum, and stakeholder disengagement.
• Skilljar by Gainsight
• Gainsight Customer Success
• Gainsight Product Experience (PX)
• Gainsight Customer Communities (CC)
• Gainsight Atlas

Products and services

• Gainsight Customer Success (CS) The leading customer success platform providing visibility, insights, automation, and AI to retain customers, drive expansion, and scale CS operations. Includes Customer 360, Playbooks, Success Plans, Dashboards, Health Scorecards, Surveys, Digital Journeys, Renewal and Expansion Forecasting, and Organizational Mapping. Available in Essentials and Enterprise tiers.
• Gainsight Product Experience (PX) Digital product experience platform providing advanced product analytics, native omni-channel engagement (in-app guides, onboarding checklists, email campaigns), closed-loop feedback (in-app surveys, CES/CSAT/NPS), and real-time data with sub-second freshness. Supports Web, Mobile, and Desktop runtimes including Native iOS, Android, ReactNative, and Windows-desktop with native C# and Java SDKs.
• Staircase AI by Gainsight Real-time, AI-powered customer intelligence platform that analyzes every customer conversation (chat, email, support tickets, meetings) to surface churn risk, expansion momentum, sentiment shifts, and stakeholder disengagement before they appear in CRM fields. ISO 27001 and ISO 42001 certified with EU data center options, automatic PII anonymization, and role-based access controls.
• Skilljar by Gainsight Customer education and learning management platform that turns learning into retention and revenue through branded academies, on-demand courses, live instructor-led training, certifications, and ecommerce. Integrates natively with Gainsight Customer Communities and supports connections to Claude Code and ChatGPT for course building via natural language. Plans: Essentials, Professional, and Enterprise.
• Gainsight Customer Communities (CC) Branded customer community software that promotes self-service support, surfaces product insights, and helps customers adopt products. Includes Knowledge Base, Groups, Product Updates, AI Answers, AI Translations, Moderation AI Agent, WYSIWYG editor for customization, and a CC MCP Server. SOC 2, HIPAA, and GDPR compliant. Natively integrates with Skilljar, CRM, Gainsight CS, Zendesk, and Jira. Plans: Professional, Business, and Enterprise.
• Gainsight CE (formerly Northpass) Customer education platform originally acquired as Northpass in July 2023. Now positioned as Gainsight CE within the broader customer education portfolio alongside Skilljar. Login at app.northpass.com.
• Atlas AI-Native Services (AINS) Atlas is Gainsight's AI agent platform for retention. Atlas AI-Native Services (AINS) is the software-plus-services offering where Gainsight's AI agents and renewal specialists own the retention outcome end-to-end for long-tail accounts, with outcome-based pricing tied to GRR improvement. Built on 15 years of CS institutional knowledge with cited 86% autonomy rates in production.
• Gainsight Agent Studio Workspace for building, automating, and acting on customer success workflows powered by Claude (Anthropic). Enables teams to build custom agents on a system designed for CS, with permissions, governance, and data baked in. Pre-built agents plus customizable agent creation via MCP/CLI.
• Developer Studio for Customer Communities AI-native customization toolkit for Gainsight Customer Communities that allows community managers to build custom widgets using natural language 'vibe coding' without traditional development. Cognite cited as an early adopter reporting higher course enrollments, stronger community engagement, and more self-service case deflection.

Named customers83 records

Segments8 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration35 records

AI capability13 records

Feature8 records

Partnerships

47 partnerships are on record, tiered flagship and core.

• SalesforceflagshipStrategic or Co-development Partner · 28 May 2026Strategic partnership with Salesforce to deeply integrate Gainsight data (including expansion signals) directly into Salesforce and participate in the Salesforce Agentforce MCP beta. As part of the Agentic Stack launch, this deep integration is positioned as a flagship GTM alliance. Salesforce previously hosted Gainsight on AppExchange (now removed following the November 2025 OAuth breach, with Salesforce revoking all active and refresh tokens tied to Gainsight apps).
• Claude (Anthropic)flagshipTechnology or Integration · 21 May 2026Powers Gainsight Agent Studio and the Atlas AI agent stack (announced 2026-05-21 with Developer Studio launch, and 2026-05-28 with Agentic Stack launch). Skilljar is also connected to Claude Code/ChatGPT for AI-driven course building.
• GleancoreTechnology or Integration · 5 May 2026Native integration combining Gainsight's customer health, risk, sentiment, and lifecycle signals with Glean's Work AI platform, providing revenue teams a unified, permission-aware view of customers. Generally available as of May 5, 2026; enables 360° account views, reduced meeting prep, earlier risk detection, and Sales-CS alignment.
• ModerateKit (acquired)coreStrategic or Co-development Partner · 30 April 2025Acquired April 30, 2025 alongside Erica Kuhl Consulting to accelerate the future of customer communities, learning, and in-app experiences.
• Erica Kuhl Consulting (acquired)coreStrategic or Co-development Partner · 30 April 2025Acquired April 30, 2025 alongside ModerateKit; founder Erica Kuhl appointed EVP and GM to lead customer community, learning, and in-app-experience platform.
• Skilljar (acquired)flagshipStrategic or Co-development Partner · 2 April 2025Acquisition of Skilljar, a Learning Management Software provider, announced April 2, 2025 to enhance customer education and integrate AI-driven personalized learning solutions; now positioned as "Skilljar by Gainsight" with deep native integration into Customer Communities.
• SAPflagshipStrategic or Co-development Partner · 24 September 2024Strategic partnership integrating Gainsight CS with SAP Sales Cloud to transform how businesses drive retention and growth within the SAP ecosystem. Marketed as "Gainsight CS for SAP Sales Cloud" on the Gainsight platform. Also cited in the 2024 Gartner MQ Leader announcement as evidence of platform expansion.
• Staircase AI (acquired)flagshipStrategic or Co-development Partner · 8 August 2024Strategic acquisition announced August 8, 2024 to strengthen AI-powered customer success solutions; now integrated as a flagship Staircase AI product offering conversational/intelligence capabilities.
• Northpass (acquired)coreStrategic or Co-development Partner · 11 July 2023Acquisition of Northpass, a customer education platform based in New Jersey, completed July 11, 2023, to expand product offerings and reinforce position in the customer success market. Now rebranded as Gainsight CE (login at app.northpass.com).
• SlackcoreTechnology or IntegrationMarketplace integration for Product Experience (PX) that automates Slack notifications for Gainsight PX feedback, surveys, user tracking, and engagement management. Featured in customer demonstration of AI agents that surface risk alerts directly in Slack channels.
• Salesforce (Marketplace integration)coreTechnology or IntegrationMarketplace listing for SAP Sales Cloud (powered by Salesforce) that streamlines selling processes with AI-based recommendations; categorized under CRM, Customer Engagement, Customer Intelligence, and Data Management. Salesforce AppExchange integration was disabled after the November 2025 OAuth breach.
• ZendeskcoreTechnology or IntegrationMarketplace integration that pulls Zendesk tickets, organizations, users, and brands into Gainsight. Zendesk also disabled related customer success connectors following the November 2025 breach incident.
• ServiceNowcoreTechnology or IntegrationMarketplace integration to see the full picture of Customer Success with ServiceNow data in Gainsight (Support & Ticketing category).
• SnowflakecoreTechnology or IntegrationMarketplace integration that syncs data from selected Snowflake views and tables into destination tables in Gainsight for advanced data analytics use cases.
• BigQuerycoreTechnology or IntegrationMarketplace integration that stores datasets in Google BigQuery and integrates them into Gainsight for analytics and data management.
• MixpanelcoreTechnology or IntegrationMarketplace integration that analyzes usage data stored in Gainsight to design a better product; both standalone and Customer Communities (Mixpanel-CC) variants available.
• IntercomcoreTechnology or IntegrationMarketplace integration that syncs Conversations, Company, and Contacts from Intercom into Gainsight (Data Management, Support & Ticketing categories).
• JiracoreTechnology or IntegrationMarketplace integration that syncs data from Jira objects (Incidents and Projects) into Gainsight to generate strategic reports.
• ZuoracoreTechnology or IntegrationMarketplace integration that leverages Zuora records and invoices to build in-depth insights based on customer information, supporting subscription/billing data flows.
• SegmentcoreTechnology or IntegrationMarketplace integration that captures customer usage data from the website and transmits it to Gainsight.
• Google AnalyticscoreTechnology or IntegrationMarketplace integration that tracks and measures community and product performance in Google Analytics (both standalone and Customer Communities variants).
• FivetrancoreTechnology or IntegrationMarketplace integration that creates a single source of truth and unlocks valuable customer insights from Gainsight for the whole organization (Analytics & Monitoring, Data Management).
• GongcoreTechnology or IntegrationMarketplace integration that automatically logs Gong meetings and their critical details into Gainsight; Gong also disabled related customer success connectors following the November 2025 breach.
• HubSpotcoreTechnology or IntegrationReferenced as disabling related customer success connectors following the November 2025 Salesforce-Gainsight breach (alongside Zendesk and Gong.io).
• ZapiercoreTechnology or IntegrationMarketplace integration that triggers workflows between Digital Hub and 5,000+ apps with ready-to-use Zap templates (Productivity category).
• ChampioncoreTechnology or IntegrationMarketplace integration (Customer Communities) that pushes real-time community activity from Gainsight Community into Champion (posts, replies, likes, ranks, badges, moderator status) and pushes advocate and customer reference data back into Gainsight for CS, Marketing, and Revenue teams.
• 3sidescoreImplementation/ SI/ Consulting PartnerLeading community consultancy in the Gainsight Marketplace with hands-on experience building and running communities for large enterprises and scale-ups.
• Grazitti InteractivecoreImplementation/ SI/ Consulting PartnerService partner with a team of 40+ certified consultants helping businesses get the most out of their Gainsight investment by bringing together strategy, design, and technology.
• Gainsight Professional ServicescoreImplementation/ SI/ Consulting PartnerInternal professional services offering to set customers from Day 1 on a path to realize continuous ROI with Gainsight.
• Adobe (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerAdobe's customer communities (Adobe Express, Premiere, Illustrator) are powered by Gainsight Customer Communities software, a long-running white-label/embedded relationship.
• Airtable (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerAirtable Community homepage is powered by Gainsight CC, with custom sections (Get Started, Ask the Community, Builders Board, User Groups, Events).
• Freshworks (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerFreshworks Community homepage is powered by Gainsight CC.
• Zapier (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerZapier Customer Community homepage is powered by Gainsight CC.
• Zoom (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerZoom Community homepage is powered by Gainsight CC.
• Figma (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerFigma Forum homepage is powered by Gainsight CC.
• Klaviyo (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerKlaviyo Customer Community powered by Gainsight CC.
• Personio (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerPersonio Voyager Customer Community powered by Gainsight CC.
• Sonos (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerSonos Community powered by Gainsight CC, used to fine-tune online community and build a resonant customer experience.
• Strava (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerStrava Customer Community powered by Gainsight CC.
• Google (Customer Community customer)flagshipOEM/ Whitelabel/ Licensing PartnerGoogle Customer Community powered by Gainsight CC.
• Android (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerAndroid Customer Community powered by Gainsight CC.
• Fortinet (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerFortinet Customer Community powered by Gainsight CC.
• OneStream (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerOneStream Customer Community powered by Gainsight CC.
• ShipStation (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerShipStation Community powered by Gainsight CC.
• SAP LeanIX (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerSAP LeanIX customer community powered by Gainsight CC, integrated with CRM to automate CSQLs.
• Jamf (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerJamf Community powered by Gainsight CC; combined Customer Success + Customer Education with Skilljar.
• Unqork (Customer Community customer)coreOEM/ Whitelabel/ Licensing PartnerUnqork Customer Community powered by Gainsight CC, used to scale community crowdsourcing.

Scale indicators13 records

Recent moves7 records

Expansion highlights6 records

Direct peers

• ChurnZero: Direct customer success platform competitor offering customer health scoring, renewal forecasting, and in-app engagement — closely comparable to Gainsight CS in core functionality and target CSM buyer.
• Totango: Direct customer success platform competitor with successBLOC composable approach and customer health tools — competes head-to-head with Gainsight CS for mid-market and enterprise CS teams.
• Catalyst (by Productive): Customer success software focused on health scoring, playbooks, and customer journeys — directly competes with Gainsight CS in the SMB and mid-market segment.
• Vitally: Customer success platform for B2B SaaS offering health scores, playbooks, NPS, and customer 360 — directly comparable to Gainsight CS for SaaS CS teams.
• Planhat: Customer success platform with modular data, health, and playbook modules — a direct peer in the enterprise CS platform category where Gainsight competes.
• Pendo: Product experience and analytics platform with in-app guides, NPS, and product analytics — directly overlaps with Gainsight PX and competes for the same product-led growth buyer.
• Amplitude: Product analytics platform with behavioral cohorts, funnels, and engagement — competes with Gainsight PX for product analytics budget in B2B SaaS.
• Mixpanel: Product analytics platform integrated with Gainsight's marketplace — also a competitor for product analytics and user behavior insight use cases alongside Gainsight PX.
• Higher Logic: Customer community and engagement platform serving associations and B2B SaaS — directly comparable to Gainsight Customer Communities for branded community and member engagement use cases.

Broad incumbents

• Salesforce: Largest CRM and customer engagement platform with Agentforce, Sales Cloud, and Service Cloud — a broad incumbent whose Agentforce and ecosystem overlap with Gainsight's post-sales platform and that controls a key distribution channel (AppExchange).

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/GainsightHQ
• Facebookfacebook.com/gainsight
• LinkedInlinkedin.com/company/gainsight

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 records

Subsidiaries5 records

Funding overview

Funding rounds6 records

Investors13 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A8 records

Investments2 records

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Gainsight