San Francisco, CA
Overall Rank: 10
Category: Customer Management
Category Rank: 1
- Top Software Company of 2023
- Power 500 Software Company
Gainsight is a rapidly growing company that has been in operation since 2009. Its headquarters are located in San Francisco, California, with additional offices in India, Ireland, and Israel. The company currently has approximately 1200 employees spread across these locations, and it serves a diverse range of industries, including technology, healthcare, finance, and more.
Its flagship product, Gainsight CS, provides businesses with a comprehensive suite of tools that allow them to analyze customer data, automate customer interactions, and manage customer relationships effectively. Gainsight also offers a range of other products and features, including Gainsight PX, Gainsight Engage, and Gainsight RO, which provide businesses with additional capabilities to drive growth and increase customer satisfaction.
In terms of revenue, Gainsight has experienced significant growth in recent years with over 20,000+ customers currently using its platform. Additionally, Gainsight has recently made an acquisition of Aptrinsic, a leading product experience platform, which will further enhance its offerings to customers.
One of the standout features of Gainsight is its commitment to giving back to the community through its “Gainsight for Good” initiative. The company partners with non-profit organizations and donates a portion of its revenue to support social causes, reflecting its ethos of using business as a force for good.
Gainsight is a dynamic company that has established itself as a leader in the customer success platform space. Its commitment to innovation, deep connections to the communities, and industry-defining products have helped it to grow rapidly and establish a strong reputation. With its recent acquisition of Aptrinsic and continued focus on giving back to the community, Gainsight is well-positioned to continue its upward trajectory in the years to come.
Gainsight offers a range of products designed to help businesses improve customer success and drive revenue growth. The following are the key products offered by Gainsight:
Gainsight’s Customer Success product is designed to help businesses proactively manage customer relationships and improve retention rates. The platform uses advanced analytics to identify at-risk customers and provides tools to engage with them in a personalized way. With Gainsight’s Customer Success product, businesses can reduce churn rates and drive customer satisfaction, ultimately leading to revenue growth.
Gainsight’s Product Experience product helps businesses to deliver better product experiences to their customers. The platform uses AI-powered analytics to understand customer behavior and provides insights to help businesses optimize their product offerings. With Gainsight’s Product Experience product, businesses can increase user adoption, reduce churn rates, and drive positive net revenue retention.
Gainsight’s InSided product is designed to help businesses improve customer engagement by providing a community platform for customers to interact with each other and with businesses. The platform includes features such as customer forums, knowledge bases, and idea exchanges. With InSided, businesses can improve customer loyalty, reduce support costs, and drive revenue growth by creating a more engaged customer community.
Other Key Products
- Customer Cloud – Drive Retention and Growth With Gainsight’s Customer Cloud
- Gainsight PX – User Analytics and Product Engagement to Help You Drive Growth
- Gainsight RO – Retain and Grow Your Customer Base to Optimize Revenue
- Gainsight CX – Customer Experience Software Built For B2B
- Gainsight CS – Deliver the Outcomes Your Customers Desire
Customers have praised the software’s comprehensive feature set, intuitive user interface, and excellent customer support. Gainsight’s overall rating on G2 was 4.6 out of 5 stars, with over 200 reviews. Gainsight was also rated as a leader in several categories, including Customer Success and Customer Experience. It is also ranked as the #1 product in the category of Customer Success software and has received several positive reviews for its ease of use, customer support, and feature set.
Some of the most commonly cited benefits of using Gainsight on Capterra include better visibility into customer health, improved collaboration between teams, and increased efficiency. Customer insights on both G2 and Capterra suggest that Gainsight is a highly effective customer success software platform that can help businesses of all sizes achieve better outcomes.
Generally, customer feedback for Gainsight has been positive, highlighting its ability to centralize customer data, provide actionable insights, and improve customer success strategies. Customers appreciate the platform’s ease of use, flexibility, and its impact on increasing customer retention and reducing churn.
- Customer Success rate: 95%
- Partners: 175+ (105 are technology partners and 70 are channel partners. Salesforce is its largest partner.)
- Company Size: 1200+ Global employees
- Number of countries with offices: Headquarters in San Francisco has 8 offices across the globe.
- Number of customers: 20,000+
- Customer Growth: 55% Increase (added over 200 new customers in Q4 2022)
- Team Growth: headcount increased by more than 30% in Q4 2022
- Revenue growth: 30% year-over-year in Q4 2022
- Reached an ARR in excess of $100 Million in 2020
Rating and Commentary
Gainsight’s remarkable growth in recent years can be attributed to its unwavering commitment to a Human-First approach, innovative ideas, and strong dedication to its customers, colleagues, and partners. Throughout Q1 to Q4 of 2022, the company experienced significant revenue growth, with a notable 30% increase in Q4 alone. This growth was fueled by a robust customer base, an expanded team, and a focus on product innovation.
Under the leadership of Nick Mehta, Gainsight has flourished. His customer-centric approach and strategic vision have played a pivotal role in driving the company’s growth and fostering a culture of innovation. The recognition of Gainsight’s people-first approach by potential investors is a testament to the company’s immense growth potential.
Gainsight’s ability to forge strong relationships within its communities has been a crucial factor in attracting investors who value this unique approach. Despite facing competition from industry giants like Salesforce, Gainsight has demonstrated its ability to stay ahead through continuous innovation.
Nick Mehta, CEO
Nick Mehta works with over 1400 people to create the Customer Success category that’s taking over the SaaS business model worldwide. Nick was named #2 CEO by the Software Report, Entrepreneur Of The Year for Northern California, and has a 99% Glassdoor approval rating. He was also named the world’s top CEO (by his mom, but that’s irrelevant). He co-wrote Customer Success and The Customer Success Economy and serves on F5’s (NASDAQ:FFIV) board. He loves family, football, philosophy, physics, fashion, parody music videos, and SaaS Customer Success. Nick has dedicated his life to combining all those interests.
Karl Rumelhart, CPO
Karl oversees Gainsight’s Customer Success and Product Experience platform, which helps customers grow sustainably. Karl led product management for VirtualCenter, drove the SpringSource acquisition, and led vFabric products before joining Gainsight. Karl led product teams at enterprise social pioneer Jive and predictive analytics pioneer Infer. After earning a Ph.D. from Harvard, Karl taught maths at Stanford University before becoming a software developer.
Alka Tandan, CTO
Tandan has 20 years of technology corporate finance and operations experience, mostly in SaaS. She worked in investment banking to take Salesforce and Google public, then held strategic and operational roles at MetricStream, Actian Corporation, and SAP.
Tandan is a limited partner and advisor for Operator Collective, an angel investor, and a founding member of The F Suite, a community platform for CFOs of leading venture capital funds and high-growth technology companies.
The company’s organizational culture is characterized by a strong emphasis on collaboration, innovation, and a commitment to helping businesses succeed. According to reviews on Glassdoor and other similar sites, Gainsight’s organizational culture is highly rated by its employees. The company’s values are consistently mentioned as a key factor in its success, with employees citing a strong sense of purpose and mission-driven focus. One of the core values at Gainsight is “Golden Rule,” which emphasizes treating others as you would like to be treated. This value is reflected in the company’s commitment to providing excellent customer service and support, as well as in the way employees are treated and valued.
Another key value at Gainsight is “Success for All,” which emphasizes the importance of helping all customers, employees, and partners succeed. This value is reflected in the company’s collaborative culture, where teams work closely together to ensure that customers are getting the most out of their Gainsight solutions.
In terms of leadership, Gainsight’s executives are highly regarded by employees. CEO Nick Mehta is often mentioned as a key factor in the company’s success, with employees citing his vision, leadership, and commitment to helping businesses succeed. Overall, Gainsight’s organizational culture is characterized by a strong sense of purpose, collaboration, and innovation.
Byron Deeter is a prominent Cloud and AI investor. He co-wrote the renowned 10 Laws of Cloud Computing by Bessemer, the annual State of the Cloud Report, the Bessemer Forbes Cloud 100, and the BVP Nasdaq Emerging Cloud Index. 26 of Byron’s investments are currently valued at more than $1 billion, including a dozen IPOs and counting. Byron works closely with a number of the best founders in the cloud world.
Brian has invested in 5 public companies at Bessemer since 2008. Brian led the first institutional investments in Procore (IPO), Wildlife Studios, Restaurant365, Enjoei (IPO), Ada, Weave, Mambu, TractionGuest, and Clio*, and growth-stage investments in nCino and Bumble. Brian led LiveAuctioneers* and Beyond growth buyouts. Brian helped Bessemer invest in Gainsight, Mindbody (IPO), Playdom*, and Columbia Lake Partners, a European venture debt fund. Brian founded an online advertising agency before joining Bessemer.
Chandar Pattabhiram is the Chief Marketing Officer (CMO) of Coupa Software Inc. With over two decades of experience, he is a seasoned marketing executive known for his strategic expertise in driving customer engagement and revenue growth. Pattabhiram has held leadership roles at renowned technology companies, including Marketo, IBM, and Mercury Interactive. He is recognized for his contributions to the marketing industry and holds an MBA from Northwestern University.
Insight Partners is a global venture capital and private equity firm that has invested in over 400 companies. The firm has offices in New York, London, and Tel Aviv, and has over $30 billion in assets under management. Insight Partners led the Series C funding round for GainSight in 2016, and has also participated in subsequent funding rounds. In December 2020, Insight Partners led a $20 million funding round for GainSight. Insight Partners’ portfolio includes several successful technology companies, such as DocuSign, Shopify, and Qualtrics.
Lightspeed Venture Partners
Lightspeed Venture Partners is a global venture capital firm that has been investing in technology companies for over 20 years. The firm has offices in Silicon Valley, Israel, India, and China, and has invested in over 400 companies. Lightspeed Venture Partners led the Series D funding round for GainSight in 2018, and has also participated in subsequent funding rounds. In February 2021, Lightspeed Venture Partners participated in a $75 million funding round for GainSight. Lightspeed Venture Partners’ portfolio includes several successful technology companies, such as Snapchat, Stitch Fix, and Nutanix.
- Gainsight takes the No. 1 at the 100 best places to work in 2023, according to Glassdoor
- At its Pulse 2023 conference, Gainsight introduced a new product designed to digitally automate customer success workflows, plus a new enterprise-wide license option and generative AI capabilities.
- Gainsight Promotes Robin Merritt to Chief People & Operations Officer (2023)
- Gainsight celebrated its Evolve product conference with the launch of new tools for SaaS companies striving to maintain growth despite challenging economic condition (2023)
- Gainsight and Productboard Partnership Puts Customers at the Center of All Product Decisions (2023)
- US-based SaaS player Gainsight opens new office in Hyderabad (2022)
- In 2022, Gainsight was named to the Forbes 2022 Cloud 100 list, which recognizes the top private cloud companies in the world, showcasing Gainsight’s innovative approach to customer success and its potential for further growth.
- In 2022, Gainsight acquired InSided to integrate their technology into its platform and help businesses create more personalized customer experiences. With InSided’s technology, Gainsight aims to improve customer engagement, reduce churn rates, and drive positive net revenue retention. The acquisition is part of Gainsight’s strategy to expand its product offerings and provide even more value to its customers.
- In 2021, Gainsight was recognized as a leader in the Gartner Magic Quadrant for Customer Engagement Center, praised for its ability to help customers drive revenue growth, reduce churn rates, and improve customer satisfaction.
- In 2020, Gainsight received a $1.1 billion investment from Vista Equity Partners, validating its position as a leading player in the customer success industry. The investment is expected to help Gainsight expand its product offerings, accelerate growth, and solidify its position in the software industry.
- In 2018, Gainsight acquired Aptrinsic (now known as Gainsight PX), enabling the company to offer a comprehensive platform combining customer success and product engagement, and providing its customers with more personalized experiences.
News and Press Releases
- May 19, 2023 Alteryx, Blackbaud, Concur, Certinia, HMH, Mindbody, Samsara, Sendbird, Unqork, and Zendesk Win Gainsight’s 2023 GameChanger Awards (Read)
- May 2, 2023: Growth Molecules Announces Gainsight Strategic Optimization Services (Read)
- October 7, 2022: Gainsight’s New Innovations Enable B2B SaaS Companies to Drive Durable Growth (Read)
Salesforce is a major CRM software provider with customer success and support capabilities similar to Gainsight. It is a much larger company with a market capitalization of over $250 billion and notable investors such as Berkshire Hathaway and Vanguard Group.
Totango offers a customer success platform that helps businesses understand their customers and increase retention rates. Compared to Gainsight, Totango has a smaller customer base and has raised $46.7 million in funding.
ChurnZero offers a customer success platform that helps businesses track customer behavior and proactively manage customer relationships. Compared to Gainsight, ChurnZero has a smaller customer base and has raised $33.2 million in funding.
ClientSuccess offers a customer success platform that helps businesses manage their customer relationships and improve retention rates. Like Gainsight, they are focused exclusively on customer success, but they are a smaller company with a less extensive product offering.
Planhat offers a customer success platform that helps businesses drive growth and improve customer satisfaction. Compared to Gainsight, Planhat is a smaller company with a smaller customer base and has raised $2.1 million in funding.
Gainsight has a strong commitment to corporate responsibility and giving back to the community. The company’s Pulse+Impact program supports non-profit organizations and drives positive social impact by providing them with access to Gainsight’s customer success platform and donating a portion of its revenue to support their operations. Gainsight plans to expand the Pulse+Impact program by partnering with additional non-profit organizations and increasing the amount of revenue it donates.
The company also plans to launch a new initiative called “Gainsight for Equality,” which will focus on supporting organizations that promote diversity, equity, and inclusion. In addition, Gainsight is committed to promoting sustainability and reducing its environmental impact by investing in renewable energy, reducing waste, and encouraging employees to adopt sustainable practices. Through its corporate responsibility initiatives, Gainsight is making a positive impact on the world and demonstrating its leadership as a socially responsible organization.
The company has established a Diversity, Equity, and Inclusion Council and employee resource groups to promote a culture of inclusivity. Gainsight also supports sustainability by investing in renewable energy, reducing waste, and promoting eco-friendly practices among employees. Additionally, the company partners with non-profit organizations to support a variety of causes, including education, healthcare, and disaster relief. Gainsight’s commitment to corporate responsibility is a reflection of its values and mission, and it continues to demonstrate its leadership as a socially responsible organization.