Gainsight is a tool for Technical Account Managers to manage the ongoing customer lifecycle.
Gainsight will help across several different areas within Customer Success. Some highlights include:
Salesforce is the recommended way of accessing Gainsight, since you will have access to the full set of account information, including opportunities, subscription information, and activity.
Log in to Salesforce, and click on the "Gainsight NXT" tab at the top of the screen. If you don't see "Gainsight NXT" as a choice, you can add it by clicking the "+" sign, choosing "Customize My Tabs" and choosing Gainsight NXT from the applications list.
To hide the Salesforce header to maximize Gainsight screen space, click the "double arrow" icon in the top right corner of the Gainsight header, next to your profile icon.
If you are logging in through Salesforce, you can also quickly open the Salesforce link for the Gainsight account you're on by clicking the three vertical dots at the top right of the Gainsight account page (below your user image) then clicking "View Account".
Note: you may log in directly via Okta but you will not have subscription data, opportunity, or Salesforce activity.
To access Gainsight directly, go to gitlab.gainsightcloud.com and when prompted for your username and password, enter only your GitLab email address. As soon as it is entered, the screen should change to indicate that you are using single sign-on, and when you click "log in" it will redirect you to Okta.
Your timezone is dependent on your timezone in Salesforce, so even if you change it in Gainsight, if it's incorrect in Salesforce it will be overwritten the next day. To update your timezone in Salesforce (which is automatically PST), click your name at the top right, click "My Settings", click "Personal" on the left sidebar, click "Language & Time Zone", choose your correct timezone, and save. You will see the correct timezone in Gainsight the following day. Salesforce's timezone will automatically be PST, so you'll want to update this to your timezone to make it easier for logging events (when logging an event, it will input the current time in your selected timezone).
To adjust your individual notifications, click on your name in the upper right corner, select "My Settings", then "Notifications" at the top middle. The below pictures show the default, and you will have the following options to select based on your preferences. View Gainsight's documentation for more information.
TAMs will start on their "TAM Dashboard" for a full list and overview of their customers. This includes at-risk customers, customers in renewal, health overview, open CTAs, and Stage Adoption statistics.
The Customer 360 (or C360) is the full overview for each account. This gives the TAM a snapshot of the customer: high level attributes, health, Success Plans, activities, Zendesk tickets, and more. The goal here is to provide broad context to the TAM about their customer.
Watch a GitLab Unfiltered video for an overview of the TAM Dashboard and C360.
Please see below for more information regarding the sections on the C360 that TAMs need to maintain:
The left side panel of the 360 contains the following sections:
If you'd like, you can toggle the "Scrolling" button at the top of any 360 to enable scrolling through all of the sections, rather than having to click into them.
A CTA is a call to action that is tied to a customer and populates a TAM's cockpit. CTAs can be created manually at any time, but most of them will automatically be created for you based on certain events or data. For example, when a health score drops to Red, the Account Triage CTA is fired, complete with a playbook that contains pre-determined tasks to complete and track. You'll also often see CTAs in your cockpit related to success plans or EBRs.
To create a new CTA, go to your cockpit and click "+ CTA", then fill out the appropriate information. If a CTA will consist of multiple tasks over a period of time, click CTA after saving it, then click the three dots on the top right of the new right sidebar, and click "Add Task". You can add as many as needed and track your progress in the milestone section.
Watch a quick video on Gainsight CTAs to learn how to use them, best practices, and tricks.
Other CTA features:
On each account's 360, there is a "Follow" button next to the account name. If you are assigned as a TAM to an account, there is no need to follow the account, as you will automatically receive all notifications for that account. If you are not the TAM assigned to an account, you can follow the account to receive the same notifications the TAM assigned does.
Gainsight has a number of options for logging a TAM's interactions with a customer. These are useful to build a historical record of what the customer has done with us, and the initiatives we've worked on.
More details about this are on the Timeline page.
Learn more about what a success plan is, why it's useful to both TAMs and customers, and how to create a success plan in Gainsight.
Referenceable Customers field on the C360 Attributes section highlights if a customer is a Referenceable Customer. If a Customer is not a Referenceable Customer and they would make a great one, follow the process to Nominate a Reference Customer.
The videos listed here are internal to GitLab only. You will need to be logged in to the "GitLab Unfiltered" YouTube channel to access them.
New feature requests can be submitted by creating an issue and selecting the Gainsight Request Template.
The status of Gainsight issues can be viewed on the Gainsight issue board.
To request new Email Templates be added to Gainsight, or Programs in Journey Orchestrator, use the Sales Ops board above and put the content and format of your email in Markdown (if possible). Then
@mention a Gainsight administrator.
To submit a support ticket about Gainsight, you have two options.
Gainsight is synched with Salesforce so that everything that happens in Gainsight is pulled into Salesforce, allowing Salesforce to remain our SSOT but also allowing us to not have to duplicate information. Gainsight is also integrated and syncs with Zendesk so TAMs can view customer support tickets within Gainsight.
Salesforce syncs are queued at 12AM Pacific Time (7AM UTC). The full sync typically is completed by 4AM PT (11AM UTC). Note that "Last Activity Date" field syncs every two hours. Zendesk syncs are queued to run every day at 12AM Pacific Time (7AM UTC).
If you see a data issue (e.g. account hierarchy, ARR, etc.), check if this is the same information that's in Salesforce. If so, use Salesforce chatter and at-mention
sales-support with the items that need to be updated and/or reviewed. If the issue is specifically Gainsight and not sourced from Salesforce, pull in CS Ops.
For information on how we manage the backend data for Gainsight, please see our Go-To-Market technical documentation handbook page.
The TAM field on an account is a bi-directional sync with Salesforce. You can update the TAM on an account either in Salesforce or Gainsight but since the sync occurs nightly it will take at least 1 day for the values in Gainsight and Salesforce to match after one of the systems is updated.
Account Owner, SA, renewal info, opportunity info, etc. are all updated in Salesforce and synced to Gainsight.
To add additional contacts to an account, you can add them in Salesforce or Gainsight — we utilize a bi-directional Contact sync. It is good method is to check all invited external attendees are in Gainsight for the following reasons:
There is a Gainsight Chrome extension available for TAMs to use to help sync their emails. If a user's email address is in Gainsight under the account, it will auto-link any emails and update the account's timeline. Please note we recommend BCCing Salesforce rather than syncing every email to Gainsight. See Gainsight's support article on Email Assist for more details.
If you receive an an error that says "Query API invalid response", try clearing your browser cache and cookies. We recommend also checking in a private browser (Incognito Mode, etc.) to verify it's a browser configuration issue.