Customer Support
Gainsight
From Custom
Mid-market and enterprise B2B companies with a dedicated CS team (and ideally CS operations staff) that want the broadest customer success platform, with room to add in-app product analytics, communities and customer education from the same vendor.
Quick overview
- Pricing
- Custom pricing (Essentials and Enterprise editions)
- Plans
- Gainsight does not publish prices; both Customer Success editions are "Request Pricing". Essentials includes 10 full users (100 customers per user) and unlimited viewer licenses. Enterprise includes 20 full users (200 customers per user), unlimited viewers, plus renewal and expansion forecasting, org mapping and sponsor tracking. Product Experience (in-app analytics and guides), Customer Communities and Skilljar customer education are sold separately.
- G2 rating
- Not yet verified
- Comparisons
- Featured in 1 comparison
Key features
- Customer 360 with health scorecards, product usage, support history, renewal dates and stakeholder maps
- Pre-built AI agents for risk, handoff and expansion, plus Agent Studio for custom AI workflows
- Journey orchestration across email, in-app guides, surveys and human touchpoints
- Success plans, playbooks and renewal and expansion forecasting (Enterprise)
- Salesforce and HubSpot integrations, plus Gainsight MCP for LLM access to customer data
Pros
- Broadest feature set in the category, from health scoring to renewal forecasting
- Unlimited viewer licenses on both editions, so sales and leadership can see account health
- Adjacent products (Product Experience, Communities, Skilljar education) from one vendor
- Pre-built AI agents and an MCP server for teams building AI workflows
Cons
- No public pricing, so you can't budget without a sales cycle
- Editions are built around 10 or 20 full users, which is a lot for a two-person CS team
- Breadth means real setup and admin work; plan for an implementation project
Marcus Williams