Gainsight

Gainsight

Gainsight stores customer health, engagement, success plans, and lifecycle actions.

Oximy ResearchUpdated 19 September 2026

Overview

A
Transparency
5 / 10
Trust
92.5 / 100

Trains on your data

Free
No
Paid
No
Opt-out
Not captured

Incidents

2
  • highSalesforce investigates customer data theft via Gainsight breach
  • highGainsight CRM data accessed through Salesloft Drift
SOC 2ISO 27001GDPRHIPAA

Assessed SEP 21, 2026 · Checked by hand SEP 21, 2026

SOC 2, ISO 27001, GDPR and HIPAA are asserted, AI training requires consent, a DPA and subprocessors are published, and duplicate November incident reports were consolidated separately from the earlier CRM exposure.

Trust breakdown

A

92.5 / 100

Overall trust score

Data safetyComplianceIncidentsLegal
Data safety100
Compliance100
Incidents63
Legal100

Data and privacy

Trains on your data

No training on user data

Storage regions

United StatesGermanyIrelandNetherlands

Sub-processors

AlgoliaAmazon Web Services, Inc.Amazon Web Services EMEA SARLAuth0, Inc.Boomi, LPBox, Inc.Datadog, Inc.Forethought Technologies, Inc.Fullstory, Inc.Functional Software, Inc. (Sentry)Google, LLCGoogle Cloud EMEA LimitedInternational Business Machines Corporation (IBM)LongTail Ad Solutions, Inc.Looker Data Sciences, Inc.Microsoft, Inc.Movate, Inc.nCloud Integrators, LLCNew Relic, Inc.OpenAI, L.L.C.Raintank, Inc.Retell AI, Inc.Salesforce.com, Inc.Slack Technologies, Inc.Snowflake

Data retention

This foundational layer ensures confident and safe use of AI within Gainsight products by addressing key security and privacy areas around data protection, including a zero data retention policy and no training of LLMs, complete privacy with no cross-tenant data transfer, grounding to ensure accuracy of outputs, auditing and completion of a Data Protection Impact Assessment (DPIA) for every AI feature, and relevant PII masking.

Deletion: Upon termination or expiration of the Agreement, Gainsight shall delete all Client Data in its possession or control.

Privacy policy

Incidents

Powered by

IBM watsonxMicrosoft Azure GPT APIsOpenAI GPT-4.1OpenAI GPT-5OpenAI GPT-5 miniOpenAI GPT-5 nanoOpenAI GPT 5.4
Proprietary model

Gainsight uses a combination of internally built AI features and third-party AI providers. The third-party providers include IBM watsonx, Microsoft Azure for its GPT APIs, and OpenAI (specifically GPT-4.1, GPT-5, GPT-5 mini, GPT-5 nano, and GPT 5.4). Gainsight also has its own 'Model Context Protocol' (MCP) which allows external AI tools like ChatGPT, Gemini, and Claude to securely access Gainsight's customer intelligence.

Integrations and access

Integrations

API: YesSearchUnifyEverAfterSAP Sales CloudTheLoopsSlackunitQSupportLogicZuoraIntercomBigQuerySnowflakeSegmentServiceNowJiraFreshdeskGongPipedriveZapierFivetranZendeskSalesforceMiroHubSpotMicrosoft Dynamics

Available on

Web
iOS
Android
macOS
Windows
Linux
Extension
CLI

Pricing

Enterprise

Custom

Pricing is not publicly available and is quote-based. Includes 20 full users, 200 customers per user, unlimited viewer licenses, and all Essentials features plus Renewal/Expansion Forecasting, Organizational Mapping, and Sponsor Tracking.

Prices as listed on SEP 21, 2026; check the vendor's page.

Moat and openness

7/ 10
Moat 7 out of 10

Moat

  • Proprietary Model
  • Proprietary Data
  • Network Effects
  • Switching Costhigh
  • Unique UX
  • Distributionhigh

Gainsight possesses a strong moat, primarily driven by its market leadership, deep integration into customer success workflows, and the high switching costs associated with migrating complex customer data and processes. While it leverages third-party AI models, its proprietary 'Model Context Protocol' and internally built AI features, combined with its extensive customer intelligence, create a unique and defensible offering. The platform's comprehensive feature set, strong brand recognition, and large enterprise customer base further solidify its position.

6/ 10
Openness 6 out of 10

Openness

  • Open model weights
  • Published research
  • Open source contributions
  • Transparency reports
  • Public safety evals

Gainsight demonstrates a commitment to transparency, particularly regarding data privacy and security. They publish a quarterly Data Privacy Transparency Report detailing government and law enforcement requests for user information, and they commit to notifying clients unless legally prohibited. They also provide extensive documentation on their AI features, including security measures, data handling, and bias mitigation efforts, and make AI Model Cards available to clients. While they emphasize transparency in their communications, specific details on open model weights, published research, or open-source contributions are not readily available.

Timeline

  1. 2024-08Gainsight acquired Staircase AI, a company specializing in AI for customer retention. Staircase AI became a distinct offering within Gainsight's AI portfolio, rebranded as Staircase AI by Gainsight, and was made available for purchase by any company.
  2. 2024-07Gainsight rebranded several AI features: Customer Cheat Sheet became AI Cheat Sheet, Meeting Assist became AI Follow-up, Takeaways became AI Takeaways, and Horizon AI became Gainsight AI. This update also included enhanced reporting on AI Cheat Sheets and an automated refresh feature for them.
  3. 2023-XXGainsight doubled down on Horizon AI, developing new generative AI-powered features for Gainsight CS, including Cheat Sheet (customer overview), Takeaways (AI-generated summaries of customer feedback), and Meeting Assist (timeline entries from meeting transcripts, action items, and follow-up emails).
  4. 2021-11Gainsight officially launched Horizon AI, an AI engine to help customers improve operations, uncover new opportunities, and drive Net Revenue Retention (NRR). Early AI-powered features included Sally (a bot), Text Analytics (for survey data), Renewal Center (churn prediction), and Adoption Explorer (product usage).

Company

Gainsight

Founded
2009
HQ
San Francisco, California, United States

Popularity

Not disclosed

monthly visits

Notable customers

DocuSignPartsSourceGitLabRockwell AutomationXceptor

Gainsight is considered the market category leader in customer success platforms, having helped define the market and dominating the enterprise segment with a strong brand recognition and deep feature set.

Value and ROI

What it should move: Teams address account risks sooner, help customers use self-service, and prepare for renewals.

Best fit

It fits teams that need customer-success workflows beside the support queue.

The catch

Customer health records depend on accurate product, support, and commercial data. Conflicting sources increase setup and maintenance work.

  • Oleeo: Uses Gainsight communities and product experience tools to provide self-service answers.[1]
  • Learnship: Uses Gainsight automation to scale customer service and region-specific communication.[2]

In our stacks for

Customer support

References

  1. 01Oleeo: how it uses GainsightGainsightVendor-published
  2. 02Learnship: how it uses GainsightGainsightVendor-published
  3. 03Privacy policyGainsightVendor-published
  4. 04Company siteGainsightVendor-published
  5. 05SOC 2GainsightVendor-published
  6. 06Salesforce investigates customer data theft via Gainsight breachGainsightIndependent
  7. 07Gainsight CRM data accessed through Salesloft DriftGainsight SecurityIndependent