Gainsight, which was founded in 2009, focuses on orchestrating customer-facing teams and data together into actionable dashboards and playbooks. Its platform is designed to empower companies to drive growth through net revenue retention and product adoption. The solution combines customer success, product experience and community software for a unified perspective of the customer journey, user experience (UX) and collaboration.
“Customer success is evolving from a single department’s responsibility to a company-wide initiative,” said Maksim Ovsyannikov, executive vice president of products and design at Gainsight. “As a result, executives at SaaS [software-as-a-service] businesses are adopting new KPIs and frameworks that require multiple departments such as product management, sales, marketing, etc. to partner with customer success teams to deliver value and positive business outcomes for their customers.”
