Gainsight for Professional Services

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  • Updated 5 months ago
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Hi Gainsight Community,

We are currently researching use cases for a new offering, 'Gainsight for Professional Services'. If you are using Gainsight in any Professional Services context - whether you collaborate with your ProServ team on Gainsight data or run a 'ProServ'-like process out of Gainsight let us know!

We'd love to setup a discovery call with you to learn more about what you're doing. Please respond here or email me at

Thank you in advance for your time!

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Marie, Employee

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Posted 6 months ago

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Ryan Flynn

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We tried to use Success Plans to mimic an implementation project plan (Objective CTAs = project milestones; Tasks = tasks) but found it to be pretty limited compared to basic functionality in PM tools like SmartSheet, Jira, Trello, and even spreadsheet. I don't blame GS though. Shame on us (me) for trying to use the wrong tool for the job.

We're still interested in using GS for PS/Implementation.
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Nilendu Pal

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We are building a Customer Success Framework for Professional Services/IT Services firms. 

We are ourselves a customer success consulting firm, and have seen the need for a SaaS type Customer Success framework for the Services industry. 

There are quite a few differences between the SaaS and Prof Services industry
- Subscription - the Services industry generally doesn't use the 'subscription' construct, instead its mostly Projects. Though there are segments where SaaS and Services industry are converging.
- Churn - since engagements are Project based. when a project ends on its scheduled date, its not a churn event. But if the project terminates prematurely, or if the project was expected to be renewed with a new PO but it didn't happen, that would qualify as a Churn event
- Growth - every account will have multiple open Project opportunities at any point in time, and growth happens through new Project wins. 
- Service Delivery vs Product (service delivery team constantly interacts with Customer, maybe more than Account Managers) 
- Adoption - its difficult to measure adoption, since the industry doesn't track 'Users' the way SaaS does
- Value creation - measuring value creation for the end-customer is very different in Services compared to SaaS 

The Plays in the Services industry are also very different. 

Will be happy to discuss, if you are interested.