Gainsight Features 2026: Complete Guide to Health Scores, Playbooks & Hidden Costs

Q1. What Is the Gainsight Customer Success Platform in 2026? [toc=Gainsight Platform Overview]

Gainsight is the enterprise-grade customer success platform that Forrester has named a Leader in the category, calling it a fit for "complex enterprises seeking an end-to-end solution that aligns CS with other go-to-market functions to improve retention and drive growth." In 2026, under new CEO Chuck Ganapathi, the platform continues to anchor the CS tech stack for organizations running large-scale, ops-heavy retention programs.

⭐ The Gainsight Ecosystem

Gainsight isn't a single tool. It's a product family:

• Gainsight CS - The flagship customer success platform with 34+ modules covering health scoring, workflow automation, reporting, surveys, and AI-powered intelligence.
• Gainsight PX - A product experience module for in-app engagement, product analytics, and user adoption tracking that feeds usage data back into CS health scores.
• inSided (Gainsight Communities) - A customer community platform for self-service support, knowledge sharing, and advocacy programs.

Together, these three products form an end-to-end customer lifecycle management ecosystem, from onboarding through renewal and expansion.

✅ Who Gainsight Is Built For

Gainsight excels in environments with dedicated CS-Ops resources and mature processes to codify. The ideal profile includes:

• CS teams with 50+ CSMs managing segmented books of business
• Organizations with a dedicated Gainsight admin (often a full-time role)
• Companies on Salesforce as their primary CRM (Gainsight's deepest native integration)
• Teams willing to invest 8-12 weeks in baseline implementation and 6-12 months to reach full maturity

"Gainsight has become the heart of our insight generation, serving the broader organization effectively. It is truly the backbone of our Customer Success organization."
— Verified User in Computer Software, Enterprise, G2 Verified Review

⚠️ Who Gainsight Is NOT Ideal For

Gainsight's power comes with proportional complexity. Teams that typically struggle include:

• Lean CS teams (<10 CSMs) without a dedicated admin to configure and maintain the platform
• Non-Salesforce organizations (HubSpot, Dynamics, Pipedrive shops face limited integration depth)
• Speed-to-value buyers who need actionable intelligence within days, not months

"Powerful, designed for success, great content and thought leadership as a company... [but] the implementation/integration is a nightmare. You really need to have dedicated resources."
— Verified User in Information Technology and Services, Mid-Market, G2 Verified Review

For teams that want customer health insights and churn prevention without months of configuration overhead, AI-native platforms like Oliv.ai offer a fundamentally different approach, surfacing signals through autonomous agents rather than requiring teams to build dashboards and rules from scratch.

Q2. What Are All of Gainsight's Features? (The Complete 2026 Feature Map) [toc=Complete 2026 Feature Map]

Gainsight CS ships with 34 modules spread across two packages: Essentials and Enterprise. Rather than listing features alphabetically, this feature map organizes every module by functional category, availability tier, complexity, primary user, and typical adoption phase, something no other resource provides. For a full breakdown of what each tier costs, see our Gainsight pricing analysis.

📋 Complete Feature Map Table

"We are technically able to do all the things we need to with Gainsight. It has a lot of features and possibilities."
— Verified User in Computer Software, Mid-Market, G2 Verified Review

⚠️ The Gainsight PX Connection

Gainsight PX is a separate product (separately licensed) that handles product analytics, in-app guides, and user engagement tracking. PX data flows into CS to power Adoption Explorer and enrich health scores with real product usage metrics, but it requires its own implementation and budget.

"Certain inherent functionality is nice, like the ability to configure Health Scores based on a variety of factors, which would be a time consuming configuration in Salesforce."
— Verified User in Computer Software, Small-Business, G2 Verified Review

Q3. How Do Gainsight Health Scores Actually Work? [toc=Health Scores Deep Dive]

Health scores are the single most important feature in any customer success platform, the vital signs dashboard for your entire customer base. When configured well, they surface churn risk before it escalates and highlight expansion opportunities before they're missed. The challenge: health scores are only as good as the data feeding them and the effort spent configuring them.

⭐ How Gainsight's Traditional Scorecard System Works

Gainsight's Scorecards module lets admins build fully customizable health scores using multiple input measures. Here's how the system breaks down:

• Measures - Individual health dimensions like product usage, support ticket volume, survey sentiment (NPS/CSAT), CSM sentiment (manual override), and engagement frequency
• Scoring models - Choose between color-based (Red/Yellow/Green), numeric (0-100), or letter grades (A-E) depending on stakeholder preferences
• Weighting - Each measure receives a configurable weight (e.g., product usage = 40%, support tickets = 25%, NPS = 20%, CSM sentiment = 15%)
• Rules Engine automation - Health score calculations are triggered via the Rules Engine, which pulls data from Connectors, applies transformation logic, and populates Scorecard fields on a scheduled basis
• Threshold bands - Admins set cutoff values that determine when an account flips from Green to Yellow or Yellow to Red

✅ This is the most configurable health scoring system on the market. ❌ But it requires weeks of initial setup, clean data pipelines from Connectors, and quarterly recalibration to stay meaningful.

"We'd like to have an overview of our customer health. Not currently working the way we'd like."
— Andrew H., Sr. Systems Admin, Mid-Market, G2 Verified Review

🔄 The AI Shift: Staircase AI (Insight Agent)

Gainsight's acquisition of Staircase AI introduced automated health scoring that bypasses manual configuration. Now embedded as the Insight Agent, it analyzes emails, meetings, and support interactions to generate four sub-scores, each on a 0-100 scale:

• Sentiment - How customers feel based on communication tone
• Engagement - Interaction frequency and depth
• Open Items - Unresolved issues and pending actions
• Response Time - How quickly both sides respond

Gainsight recommends tier-specific rolling windows: 14-30 days for enterprise, 30-60 for mid-market, and 90 days for SMB/tech-touch. This is a meaningful step forward, but Insight Agent is a paid add-on that still sits on top of Gainsight's configuration-heavy ecosystem. If your Connectors and data pipelines aren't properly set up, the AI layer's outputs will be incomplete. Understanding how the future of revenue intelligence is reshaping these tools provides important context for evaluating this shift.

✅ The AI-Native Alternative

For teams that want health intelligence without weeks of scorecard configuration, Oliv.ai takes a fundamentally different approach. Rather than requiring admins to define measures, weights, and thresholds manually, Oliv's Health Monitor and Retention Forecaster agents scan accounts weekly for usage and engagement anomalies, surfacing churn risk proactively by stitching data across calls, emails, Slack, and CRM into a unified 360-degree account view. These agents represent the kind of deal intelligence that works from Day 1.

No Rules Engine setup. No quarterly recalibration. Signals arrive on Day 1.

Q4. What Is Customer 360 and How Does Gainsight's Data Foundation Work? [toc=Customer 360 & Data Foundation]

Customer 360 (C360) is the central nervous system of Gainsight, the single screen where CSMs see everything about an account: health score, engagement history, open CTAs, success plans, product usage, and timeline entries. Without a properly configured C360, every other Gainsight feature underperforms. This section covers the data infrastructure that makes it work.

⭐ What C360 Pulls Together

C360 aggregates data from across the Gainsight ecosystem and external sources:

• Connectors - Native bi-directional Salesforce sync (Gainsight's deepest integration), plus S3/SFTP connectors for third-party data ingestion
• Data Designer - Custom data objects and joins that let admins create relationships between disparate datasets
• Data Management - Field mapping, transformation rules, and data hygiene controls
• Unification - Merges person records across multiple sources to create single stakeholder profiles
• Gainsight PX data - Product usage analytics, feature adoption metrics, and in-app engagement (requires separate PX license)
• Timeline - Manual and automated activity logging that creates a chronological interaction history

"What I appreciate most is having multiple data points, such as usage, support cases, and meetings, all consolidated in one place. Gainsight stands out because it allows us to track trends."
— Alberto S., Enterprise, G2 Verified Review

⚠️ Integration Ecosystem: Strengths and Gaps

Gainsight's 2026 integration landscape includes several key touchpoints:

• ✅ Salesforce - Deep bi-directional sync (strongest native integration)
• ✅ Slack - AI Agent in Slack surfaces Gainsight data in channel workflows (launched May 2025)
• ✅ Chrome/Outlook - Gainsight Assist plugins surface C360 data where CSMs work
• ✅ Sightline Vault - Up to 5 pre-built integrations included in base package
• ⚠️ HubSpot/Dynamics/Pipedrive - Supported via connectors but with significantly less integration depth than Salesforce

"We are still missing a significant number of data points in our instance, which means we have to rely on several other platforms, ultimately reducing our reliance on Gainsight."
— Alberto S., Enterprise, G2 Verified Review

❌ The Configuration Overhead Reality

Building a functional C360 requires configuring Connectors, creating Data Designer objects, mapping fields, and maintaining clean data flows, work that typically takes a dedicated admin 4-8 weeks to set up properly. And this is foundational work that must happen before health scores, playbooks, or JO programs deliver accurate outputs. Teams evaluating this investment should also explore ways to reduce sales tech stack costs across their revenue tooling.

"The schema creation/rules engine has silly limitations. Using said data in the JO is not straightforward and often doesn't work as it is built."
— Daniel K., CS Operations Manager, Mid-Market, G2 Verified Review

✅ How Oliv.ai Approaches Data Differently

Instead of requiring weeks of connector configuration and data pipeline architecture, Oliv's AI Data Platform automatically stitches data from calls, emails, Slack, and CRM into a unified 360-degree account view using AI-based object association, resolving duplicate records through LLM reasoning rather than brittle rule-based matching. As a modern revenue orchestration platform, Oliv supports equally deep connectivity across Salesforce, HubSpot, Dynamics, Pipedrive, and Zoho, not just a Salesforce-first architecture.

Q5. How Do Playbooks, Cockpit & Journey Orchestrator Automate CS Workflows? [toc=Playbooks, Cockpit & JO Automation]

Gainsight's workflow automation engine operates as a two-part system: Cockpit + Playbooks handle individual account-level task management, while Journey Orchestrator (JO) handles scaled, automated communications. Together, they're how CS teams move from reactive firefighting to systematic operations.

⭐ Cockpit & Playbooks: The CSM's Daily Command Center

Cockpit is the daily task dashboard where CTAs (Calls to Action) surface for CSMs, each CTA linked to a specific account, trigger, and deadline. Playbooks are the admin-designed task sequences behind those CTAs:

• Onboarding playbooks - Triggered when a new customer enters the system
• Risk playbooks - Fired when health scores drop to Red/Yellow
• Renewal playbooks - Activated 60-90 days before contract expiry
• Expansion playbooks - Triggered by CSQL or product usage signals
• Escalation playbooks - Launched when stakeholder sentiment shifts

Admins build these in the Rules Engine, defining trigger conditions, task sequences, owners, and due dates. This kind of sales methodology automation is central to scaling any CS operation. ✅ The configurability is unmatched. ❌ But it requires dedicated Gainsight admin expertise and ongoing maintenance as business processes evolve.

"I like that we can track interactions and outreach. It's a very clean interface. Still very manual for CSM though. If there are auto CTAs w/playbooks built that could help to save time and create alerts/triggers for CSMs."
— Verified User in Computer Software, Mid-Market, G2 Verified Review

🔄 Journey Orchestrator: Scaled Communication at the Segment Level

JO powers automated multi-step programs for email sequences, survey delivery, lifecycle campaigns, and in-app messages (via PX integration). Key 2026 updates include:

• Redesigned Advanced Programs - New drag-and-drop editor with inline action outcomes and conditional wait branching
• Evaluate Preview - Simulate participant routing before launching programs
• Email Assist - Semi-automated emails where CSMs review and approve before sending

"We value the journey orchestration capabilities, especially with CSM impersonation. Dynamic JO has made it much more flexible, this has been integral to scaling our customer success organization."
— Verified User in Computer Software, Enterprise, G2 Verified Review

⚠️ The Configuration-First Limitation

The fundamental model remains: configure the workflow, then let it run. If you haven't pre-built a rule for a specific risk pattern in the Rules Engine, the system won't catch it. Every new scenario requires admin intervention to design, test, and deploy.

"Using said data in the JO is not straightforward and often doesn't work as it is built. I run into 'limitations' or bugs every week."
— Daniel K., CS Operations Manager, Mid-Market, G2 Verified Review

✅ The Agentic Alternative

For teams that want workflow intelligence without pre-configured playbooks, Oliv.ai's Deal Driver Agent proactively flags accounts needing attention daily based on emergent signals, not pre-defined rules. The MAP Manager Agent automatically creates and updates mutual action plans after every customer interaction, while the Meeting Assistant sends prep notes before calls and drafts follow-ups immediately after. This best-in-class revenue orchestration approach means intelligence is discovered from data patterns, not prescribed by an admin in advance.

Q6. How Do Surveys, Success Plans, Renewal Center & Spaces Work Together? [toc=Surveys, Plans & Renewals]

Gainsight's customer engagement and revenue optimization features form a connected ecosystem, each module feeds data into the others to create a closed-loop system between customer feedback, goal tracking, and revenue outcomes.

⭐ Surveys: NPS, CSAT, CES & Multi-Page

Gainsight's built-in survey engine supports three core types plus flexible custom surveys:

Survey responses automatically flow into health score calculations via the Rules Engine, a detractor NPS response can trigger a risk CTA in Cockpit without manual intervention.

"The ability to insert an NPS (or any survey) easily into an email is convenient."
— Verified User in Computer Software, Small-Business, G2 Verified Review

📋 Success Plans & Customer Goals

Success Plans let CSMs collaboratively track objectives and milestones with customers, structured as Objective > Milestone > Task hierarchies linked to C360 and Timeline. Customer Goals extend this by tracking measurable outcomes (e.g., "Reduce support ticket volume by 20% in Q2") tied to specific Success Plans.

💰 Renewal Center & CSQL

Renewal Center provides pipeline-style management for upcoming renewals, including forecasting, risk flagging, and manager oversight. It connects directly to playbook triggers so that at-risk renewals automatically generate CTAs. Teams evaluating renewal forecasting capabilities should also explore how AI sales forecasting software is reshaping this space.

CSQL (Customer Success Qualified Leads) is Gainsight's expansion signal framework. When a CSM identifies upsell or cross-sell potential, they create a CSQL that pushes to the CRM as an opportunity for the sales team.

🔄 Spaces: The Customer-Facing Portal

Launched in 2025, Spaces gives customers a shared portal where they can view their Success Plans, mutual action items, and collaborate on documents with their CSM, bringing transparency to the CS relationship.

⚠️ How These Features Connect

The real power emerges when these modules work together:

• Survey detractor response > triggers risk CTA in Cockpit
• Success Plan milestones > shared with customers via Spaces
• CSQL > creates CRM opportunity for sales handoff
• Renewal Center risk flag > fires renewal playbook automatically

"We are currently using Gainsight mostly for CTAs, Timeline, Dashboards, and surveys."
— Verified User in Computer Software, Mid-Market, G2 Verified Review

For teams wanting these engagement loops without months of configuration, Oliv.ai's Health Monitor Agent and Engagement Heatmaps automatically detect which accounts across a 100+ book of business haven't had meaningful engagement recently, surfacing renewal risks and expansion signals proactively.

Q7. What Can You Do with Horizon Analytics, Reporting & Dashboards? [toc=Analytics & Dashboards]

Gainsight's Horizon Analytics is the business intelligence layer that turns accumulated customer data into visual reports and executive-ready dashboards. Launched in 2021 and continuously updated, it aims to put powerful customer analytics into the hands of every stakeholder, from CSMs to board members.

⭐ Core Reporting Capabilities

Horizon Analytics offers a full-featured report builder with multiple visualization types and flexible data sources:

• Custom report builder - Create table, bar, bubble, line, and other chart types on any Gainsight standard or custom object
• Data source flexibility - Report on data from both Salesforce and Gainsight objects, joined together
• Formula fields - Build calculated metrics directly within reports
• Chart editor - Fine-grained control over visualizations, color settings, and aliases
• Column-line visualization - Combine multiple chart types in a single report

Reports can be built on any Gainsight object, including health scores, CTAs, Timeline entries, survey responses, Success Plans, and custom Data Designer objects.

📋 Dashboards: Role-Based Views

Dashboards aggregate multiple reports into role-specific views:

Key dashboard features include global filters (slice data across all reports simultaneously), email distribution (send as live links or PowerPoint), and dashboard permissions for access control.

🔄 2026 Updates: What's New

The Q4/January 2026 release added several reporting enhancements:

• Copilot Usage Reports - Track AI adoption metrics across your org to measure Copilot engagement
• Updated report creation flow - Streamlined "Create and Share Reports" experience
• Adoption Explorer enhancements - Multi-question survey response configuration in analytics views

Success Snapshots round out the analytics suite, exportable executive summary slides generated from dashboard data, ideal for QBR preparation. For teams exploring how revenue intelligence platforms handle reporting differently, the contrast in approach is significant.

"Gainsight stands out because it allows us to track trends in our activities and easily report these insights to our leadership, eliminating the need for spreadsheets."
— Alberto S., Enterprise, G2 Verified Review

⚠️ Admin vs. End-User Reality

Only administrators (or users granted explicit access) can create reports in the Report Builder. CSMs primarily consume pre-built dashboards. This means your reporting quality is directly dependent on admin capacity to build and maintain the right views.

For teams that need instant analytical answers without pre-built dashboards, Oliv.ai's Analyst Agent lets any user ask strategic questions in plain English across the entire pipeline, no SQL, no report builder, no admin dependency. It represents a new wave of sales intelligence that puts analysis in the hands of every user.

Q8. What AI and Intelligence Features Does Gainsight Offer in 2026? [toc=AI Features in 2026]

Every customer success platform is racing to add AI in 2026, but there's a fundamental architectural divide: platforms that bolt AI onto existing configuration-heavy infrastructure versus platforms built AI-native from the ground up. Where your CS tool falls on this spectrum determines how much value AI actually delivers. Understanding the broader shift from revenue ops to intelligence to orchestration is essential context here.

⭐ Gainsight's Complete 2026 AI Feature Set

Copilot shipped at no extra cost in May 2025 and now includes Key Definitions (customizable AI context), updated best practices, and dedicated usage reports as of January 2026. Insight Agent detects sentiment shifts, competitive mentions, and relationship changes up to six weeks earlier than usage data alone.

"There is an excessive focus on AI at the expense of addressing basic features, parity issues, and stability problems. The admin community has been requesting basic improvements for years, yet we are repeatedly told that 'AI will solve this.'"
— Verified User in Computer Software, Enterprise, G2 Verified Review

⚠️ The Bolt-On AI Limitation

Gainsight's AI features layer onto a platform that still requires Connectors, Rules Engine, Data Designer, and health score configuration to function. ❌ If your data foundation isn't clean and well-configured, AI outputs are compromised. Copilot makes a well-configured Gainsight instance better, but it doesn't fix an under-configured one. The 8-12 week implementation timeline doesn't shrink because Copilot was added.

"It is a powerful tool to get insights about your customer base... [but] it isn't easy to handle and doesn't give you a hand while using it."
— Verified User in Computer Software, Mid-Market, G2 Verified Review

✅ The AI-Native Alternative

Oliv.ai is built from the ground up on 100+ fine-tuned LLMs specifically trained for revenue and CS contexts. Agents like the Health Monitor, Retention Forecaster, and Analyst Agent work immediately because the AI is the platform, there's no separate data layer to configure first. As one of the leading AI-native sales tools, Oliv delivers:

• ⏰ Processed insights within 5 minutes of a customer interaction
• ⏰ Setup takes 5 minutes for baseline intelligence, with full value in 1-2 days
• ✅ Understands nuanced context (distinguishing a passing competitor mention from active evaluation)

For teams with a fully built Gainsight infrastructure, its AI is powerful. For teams starting fresh, the time-to-value gap is significant.

Q9. Which Gainsight Features Will Your Team Actually Use? (Honest Prioritization + Base vs. Add-On Breakdown) [toc=Honest Feature Prioritization]

Gainsight has 34 features across 6 categories and no team uses all of them. The #1 implementation mistake is trying to configure everything at once. This section provides a practical adoption framework organized by maturity tier, who actually touches each feature (admin vs. CSM), and what it costs at each stage.

⏰ Tier 1: "Start Here" (Day 1 Essentials, Base License)

These are the features every team should configure during the initial 8 to 12 week implementation:

💰 Estimated cost: $2,400 to $4,200/user/year at median pricing for Essentials through Enterprise packages. For a full breakdown, see our Gainsight pricing analysis.

"Consider the costs and implementation time. Implementation took us a good 6 months, and now we cannot consider switching because of how entrenched we are with it, even though it is obscenely expensive."
— Verified User in Computer Software, Small-Business, G2 Verified Review

⏰ Tier 2: "Scale Here" (Months 3 to 6, Mostly Base + Some Add-Ons)

• Journey Orchestrator - Admin-configured lifecycle email programs
• Surveys (NPS/CSAT) - Admin-configured, customer-facing
• Success Plans - CSM-facing collaborative goal tracking
• Rules Engine (advanced) - Complex trigger automation
• Horizon Analytics dashboards - Role-based reporting views

⏰ Tier 3: "Advanced" (6 to 12+ Months, Add-Ons Required)

• 💲 Insight Agent / Staircase AI - Automated relationship health scoring
• 💲 CX Center / Text Analytics - NLP sentiment analysis
• Renewal Center - Pipeline-style renewal management (base but complex)
• Data Designer (advanced) - Custom objects and joins (admin-only)

⚠️ Honestly: many mid-market teams never reach Tier 3 because operational overhead exceeds CS-Ops capacity. Teams looking to reduce sales tech stack costs should evaluate whether Tier 3 features justify the additional spend and admin hours.

"As an admin, everything is more complicated than it should be. I end up building something multiple times because there is something weird that I missed or 'did wrong' the first time around."
— Verified User in Computer Software, Mid-Market, G2 Verified Review

✅ The Alternative Perspective

For teams that want Day 1 intelligence without months of configuration, Oliv.ai's agentic model delivers health monitoring, churn risk alerts, and engagement heatmaps out of the box. This isn't "better Gainsight", it's a fundamentally different approach: signals over dashboards, agents over workflows, intelligence over configuration.

Q10. What Are the Best Gainsight Alternatives and How Should You Decide? [toc=Best Alternatives & Decision Guide]

Gainsight isn't the right fit for every team. Implementation complexity, cost, and admin overhead mean organizations should evaluate honestly before committing. This section covers who else is in the market and provides a practical decision framework.

⭐ Established CS Platform Alternatives

Vitally - Earns G2's "Best Results" award in the CSP category for four consecutive quarters. Known for speedy implementation (2 to 3 weeks), modern UI with customizable Hubs, and automation builder with branching logic. Best for scaling mid-market teams that want configuration flexibility without Gainsight-level overhead.

Totango + Catalyst - Merged platforms offering mid-market focus with modular "SuccessBlocs" for faster time-to-value. More affordable than Gainsight, but still configuration-dependent. Automation capabilities are more limited than Vitally's.

ChurnZero - Strong real-time alert system and in-app engagement capabilities. Good Salesforce and HubSpot integration. Mid-market pricing, though users report the UI as clunky compared to newer tools.

⚠️ These are "lighter Gainsights", same workflow-first model, simpler execution, lower cost.

"Evaluate if this product will bring actual value or if it will slow teams down by adding an additional tool to check and work in."
— Verified User in Computer Software, Mid-Market, G2 Verified Review

🔄 The Category Shift: AI-Native CS Intelligence

While Vitally and Totango are configuration-lighter versions of the same paradigm, a new category of AI-native revenue intelligence platforms takes a fundamentally different approach, surfacing intelligence proactively instead of requiring teams to build dashboards and rules first.

📋 Quick Comparison Table

✅ 5-Question Decision Framework

1. Do you have a dedicated Gainsight admin or CS-Ops resource?
2. Is your team 50+ CSMs with mature processes to codify?
3. Are you on Salesforce as your primary CRM?
4. Can you invest 8 to 12 weeks before seeing value?
5. Is your budget $25K+/year for CS tooling?

If yes to 4+: Gainsight. If yes to 2 to 3: Vitally or ChurnZero. If mostly no: an AI-native tool like Oliv.ai that surfaces what matters without months of setup.

Q11. Gainsight Features FAQ: Quick Answers to Common Questions [toc=FAQ]

What is Gainsight used for?

Gainsight is an enterprise customer success platform used to manage post-sale customer relationships at scale. It helps CS teams track account health, automate outreach workflows, run NPS/CSAT surveys, manage renewals, and generate reporting dashboards, all built on top of CRM data (primarily Salesforce).

💰 How much does Gainsight cost in 2026?

Gainsight doesn't publish pricing publicly. Based on market data, median per-user costs range from $2,400/user/year (Essentials, 10 users) to $4,200/user/year (Enterprise, 10 users). A 25-user Essentials deployment typically runs ~$60,000/year at the median. Implementation fees can add $30K to $120K depending on complexity. Annual uplifts of 5 to 10% are standard. For a detailed tier-by-tier breakdown, see our Gainsight pricing guide.

Does Gainsight integrate with HubSpot?

Yes, but with limitations. Gainsight's deepest native integration is with Salesforce (bi-directional real-time sync). HubSpot integration is available via connectors but requires more configuration and offers less depth. Custom object syncing, for example, often needs third-party middleware or custom API work.

"Not intuitive, limitations, cost, customization with other apps are difficult."
— Andrew H., Sr. Systems Admin, Mid-Market, G2 Verified Review

What is the difference between Gainsight CS and Gainsight PX?

Gainsight CS manages the customer success workflow (health scores, playbooks, surveys, renewals). Gainsight PX tracks product usage (in-app guides, feature adoption, user engagement analytics). They are separately licensed products that integrate via PX-CS sync to feed product usage data into health scores and Journey Orchestrator programs.

⚠️ Can Gainsight replace Salesforce?

No. Gainsight is not a CRM, it's a customer success layer that sits on top of a CRM. It requires Salesforce (or another CRM) as its foundational data source. Gainsight handles post-sale workflows; Salesforce handles the sales pipeline, contact management, and core data architecture. Understanding how the future of revenue intelligence is reshaping these tool categories provides important context for this distinction.

What is a Gainsight health score?

A health score is a composite metric that aggregates multiple customer signals (product usage, support tickets, NPS responses, CSM sentiment) into a single account-level indicator. Gainsight supports color (Red/Yellow/Green), numeric (0 to 100), and letter grade (A to E) scoring models, configurable via the Rules Engine.

⏰ How long does Gainsight implementation take?

Baseline implementation typically takes 8 to 12 weeks with a dedicated admin. Reaching full maturity (advanced playbooks, JO programs, Insight Agent integration) often takes 6 to 12 months. Teams without a dedicated admin frequently report implementation timelines exceeding 6 months.

"Just make sure you have a LOT of dedicated resources to managing the implementation. You need deep commitments from your customer teams, your Salesforce admins, and engineering team."
— Verified User in Information Technology and Services, Mid-Market, G2 Verified Review

Is Gainsight good for small CS teams?

Gainsight is purpose-built for enterprise and upper mid-market teams with dedicated CS-Ops resources. Small teams (<10 CSMs) without a dedicated admin often struggle to justify the implementation overhead, cost, and ongoing maintenance. For leaner CS teams, tools like Vitally (faster setup) or AI-native platforms like Oliv.ai (same-day intelligence, no admin required) are typically a stronger fit. Exploring how AI-powered sales forecasting works out of the box can help teams understand the time-to-value difference.