Gainsight

Gainsight is the industry-standard Customer Success platform, engineered as a multi-tenant SaaS architecture designed to ingest massive volumes of customer telemetry and CRM data. In 2026, its market position is solidified by 'Horizon AI,' a predictive engine that utilizes machine learning to forecast churn risks and expansion opportunities with high precision. The platform provides a unified '360-degree' view of the customer, integrating data from CRMs like Salesforce and HubSpot with real-time product usage statistics. Technically, Gainsight excels in its 'Rule Engine' capabilities, allowing operations teams to automate complex workflows based on customer behavior triggers. The suite has expanded into Product Experience (PX) and Community Engagement, creating a closed-loop system where product feedback directly informs customer success strategies. Its architecture supports deep data residency requirements and enterprise-grade security, making it the preferred choice for Global 2000 companies focused on maximizing Net Revenue Retention (NRR).