Gainsight review

Gainsight remains the reference platform for large customer success teams. The CS product comes in two editions. Essentials includes AI insights and automations, Customer 360, playbooks and success plans, dashboards, health scorecards, surveys and digital programs, with 10 full users and 100 customers per user. Enterprise adds company news, renewal and expansion forecasting, and organizational mapping with sponsor tracking, and raises the limits to 20 full users and 200 customers per user. Both include unlimited viewer licenses. Its newer AI agents, a Risk Analyst, a Renewal Agent and an Expansion Analyst, flag falling engagement and create follow-up actions, and Gainsight exposes its customer data to other AI tools through MCP and APIs. Related products for product analytics, communities and customer education are sold separately. The costs are the obvious ones: no published pricing, the forecasting features sit on Enterprise, and most companies need an admin to run it well.

Who it is for

Large CS organizations with an operations team and complex renewal and expansion processes.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Customer 360, health scorecards and dashboards
• Playbooks, success plans and surveys
• Renewal and expansion forecasting on Enterprise
• Organizational mapping and sponsor tracking on Enterprise
• Risk Analyst, Renewal Agent and Expansion Analyst AI agents

Strengths and weaknesses

• Strength: Deepest feature set on this list
• Strength: Unlimited viewer licenses on both editions
• Strength: Customer context available in other tools through MCP and APIs
• Weakness: No published prices; both editions say Request Pricing
• Weakness: Renewal forecasting needs the Enterprise edition
• Weakness: Setup and administration usually need a dedicated ops person

Key facts

• Editions: Essentials, Enterprise
• Included full users: 10 on Essentials, 20 on Enterprise
• Customers per user: 100 on Essentials, 200 on Enterprise

Where it ranks

Gainsight is No. 5 in our Best Customer Success Software verdict.