# Gainsight Customer Success vs Upland RO Innovation Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Gainsight Customer Success excels in providing a comprehensive view of customer engagement, with features like the **Rules Engine** and **Journey Orchestrator** allowing teams to automate activities and track progress effectively across accounts.
- **Users say** that Upland RO Innovation serves as a reliable central source of truth for reference management, making it easier to manage customer advocacy programs. However, some users feel it lacks the depth of features found in more specialized platforms.
- **Reviewers mention** that Gainsight's implementation process is generally smooth, with many praising its intuitive onboarding experience, which helps teams quickly adapt to the platform and start driving strategic outcomes.
- **According to verified reviews** , while Upland RO Innovation has a solid foundation for reference management, it faces challenges in user experience compared to Gainsight, with some users noting that it can be less intuitive and harder to navigate.
- **G2 reviewers highlight** that Gainsight Customer Success has a significantly higher overall satisfaction score, reflecting its ability to meet the needs of customer success teams effectively, as evidenced by positive feedback on its visibility and oversight capabilities.
- **Users report** that both platforms provide good support, but Gainsight stands out with a slightly higher quality of support rating, which users attribute to its dedicated resources and community events like the **Pulse conference** that foster engagement and learning.



| | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.1 out of 5 | 
| **Total Reviews** | 1,750 | 19 | 
| **Largest Market Segment** | Mid-Market (57.8% of reviews) | Enterprise (57.9% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Gainsight Customer Success

Pros:
- Ease of Use (96 reviews)
- Centralized Information (53 reviews)

Cons:
- Not Intuitive (24 reviews)
- Missing Features (22 reviews)

### Upland RO Innovation

**Not enough data**

---
## Ratings Comparison
| Rating | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
  | **Meets Requirements** | 8.6 (1374 reviews) | 7.4 (16 reviews) | 
  | **Ease of Use** | 8.0 (1457 reviews) | 7.5 (16 reviews) | 
  | **Ease of Setup** | 6.7 (734 reviews) | 7.0 (10 reviews) | 
  | **Ease of Admin** | 6.9 (645 reviews) | 7.8 (12 reviews) | 
  | **Quality of Support** | 8.6 (1222 reviews) | 8.4 (15 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (655 reviews) | 9.0 (10 reviews) | 
  | **Product Direction (% positive)** | 9.2 (1372 reviews) | 4.6 (15 reviews) | 

---
## Pricing

### Gainsight Customer Success

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Upland RO Innovation

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Customer Success

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 8.0/10 | 1255 |
| **Upland RO Innovation** | N/A | N/A |

#### Customer Information

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Customer Health Scores** | 8.6 (1146 reviews) ✓ Verified | Not enough data | 
| **Customer Monitoring** | 8.5 (1088 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.4 (1080 reviews) ✓ Verified | Not enough data | 
| **Playbooks** | 8.2 (1067 reviews) ✓ Verified | Not enough data | 
| **Customer Segments** | 8.1 (937 reviews) ✓ Verified | Not enough data | 
| **Product Engagement** | 7.9 (925 reviews) ✓ Verified | Not enough data | 
| **Surveys** | 8.0 (948 reviews) ✓ Verified | Not enough data | 

#### Predictions

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Churn Risk** | 8.0 (969 reviews) ✓ Verified | Not enough data | 
| **Upsell Opportunities** | 7.4 (841 reviews) ✓ Verified | Not enough data | 
| **Custom Triggers** | 8.1 (907 reviews) ✓ Verified | Not enough data | 
| **Machine Learning** | 6.9 (663 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Reporting & Dashboards** | 8.3 (1138 reviews) ✓ Verified | Not enough data | 
| **API & Integrations** | 7.9 (1010 reviews) ✓ Verified | Not enough data | 
| **Data Import & Export Tools** | 7.8 (982 reviews) ✓ Verified | Not enough data | 
| **Workflow Capability** | 8.2 (1017 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.1 (1034 reviews) ✓ Verified | Not enough data | 
| **Customization** | 8.1 (1053 reviews) ✓ Verified | Not enough data | 
| **Scalability** | 8.6 (1041 reviews) ✓ Verified | Not enough data | 
| **Data Security** | 8.6 (933 reviews) ✓ Verified | Not enough data | 
| **Performance & Reliability** | 8.4 (1053 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.4 (1023 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **AI Text Generation** | 6.9 (298 reviews) | Not enough data | 
| **AI Text Summarization** | 7.2 (299 reviews) | Not enough data | 

#### Agentic AI - Customer Success

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Autonomous Task Execution** | 7.4 (14 reviews) | Not enough data | 
| **Multi-step Planning** | 7.3 (13 reviews) | Not enough data | 
| **Cross-system Integration** | 8.6 (15 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (13 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (14 reviews) | Not enough data | 

### Customer Revenue Optimization

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 7.7/10 | 191 |
| **Upland RO Innovation** | N/A | N/A |

#### Sales Team

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Flexible Sales Process** | 7.8 (108 reviews) | Not enough data | 
| **Training Mode** | Feature Not Available | Not enough data | 
| **Playbooks** | 7.9 (145 reviews) | Not enough data | 

#### Intelligence

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Opportunity Identification** | 7.8 (130 reviews) | Not enough data | 
| **Zero-touch Renewals** | 6.8 (115 reviews) | Not enough data | 
| **Smart Content** | 7.6 (108 reviews) | Not enough data | 

#### Mapping

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Multiple Org Charts** | 7.5 (117 reviews) | Not enough data | 
| **Stakeholder Roles** | 8.1 (129 reviews) | Not enough data | 

#### Agentic AI - Customer Revenue Optimization

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 7.7/10 | 214 |
| **Upland RO Innovation** | N/A | N/A |

#### Analytics

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Net Promoter Score (NPS)** | 8.8 (174 reviews) | Not enough data | 
| **Customer Satisfaction (CSAT) Score** | 8.6 (151 reviews) | Not enough data | 
| **Customer Effort Score (CES)** | 7.9 (123 reviews) | Not enough data | 
| **Gamification** | 6.8 (111 reviews) | Not enough data | 

#### Customization

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Stakeholder Management** | 8.1 (144 reviews) | Not enough data | 
| **Multilanguage Support** | 7.7 (104 reviews) | Not enough data | 
| **Multiple Branding Support** | 7.6 (102 reviews) | Not enough data | 
| **Vertical-specific Solutions** | 7.6 (97 reviews) | Not enough data | 

#### Generative AI

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **AI Text Generation** | 7.0 (47 reviews) | Not enough data | 
| **AI Text Summarization** | 7.2 (49 reviews) | Not enough data | 

#### Agentic AI - Experience Management

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Proactive Customer Retention

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 8.8/10 | 40 |
| **Upland RO Innovation** | N/A | N/A |

#### Platform

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Health Score** | 9.6 (35 reviews) | Not enough data | 
| **Customer Profiles** | 10.0 (16 reviews) | Not enough data | 
| **Notifications** | 9.5 (20 reviews) | Not enough data | 

#### Predictions

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Service Quality Assurance** | 8.9 (16 reviews) | Not enough data | 
| **Analytics** | 8.6 (24 reviews) | Not enough data | 
| **Revenue Impact** | 8.6 (16 reviews) | Not enough data | 
| **Artificial Intelligence** | 9.1 (25 reviews) | Not enough data | 
| **Sentiment** | 8.9 (17 reviews) | Not enough data | 
| **Retention** | 9.5 (26 reviews) | Not enough data | 

#### Generative AI

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **AI Text Generation** | 6.2 (7 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (9 reviews) | Not enough data | 

### Customer Advocacy

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **Upland RO Innovation** | N/A | N/A |

#### Agentic AI - Customer Advocacy

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Brand Advocacy

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **Upland RO Innovation** | N/A | N/A |

#### Discovery

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Referral Program** | Not enough data | Not enough data | 
| **Incentives** | Not enough data | Not enough data | 
| **3rd-Party Trends** | Not enough data | Not enough data | 

#### Insight

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Monitoring** | Not enough data | Not enough data | 
| **Adoption Insight** | Not enough data | Not enough data | 
| **Engagement Analysis** | Not enough data | Not enough data | 

#### Mobile

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Mobile Optimization** | Not enough data | Not enough data | 

#### Platform

| Feature | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Multichannel Sharing** | Not enough data | Not enough data | 
| **Forum** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Content Distribution** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Customer Revenue Optimization (CRO) Software](https://www.g2.com/categories/customer-revenue-optimization)

**Unique to Gainsight Customer Success (3):** [Experience Management Software](https://www.g2.com/categories/experience-management), [Customer Success Software](https://www.g2.com/categories/customer-success), [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention)

**Unique to Upland RO Innovation (1):** [Customer Advocacy Software](https://www.g2.com/categories/customer-advocacy)


---
## Reviewer Demographics

### By Company Size

| Segment | Gainsight Customer Success | Upland RO Innovation | 
|---|---|---|
| **Small-Business** | 9.0% | 5.3% | 
| **Mid-Market** | 57.8% | 36.8% | 
| **Enterprise** | 33.2% | 57.9% | 

### By Industry

#### Gainsight Customer Success

- **Computer Software:** 38.7%
- **Information Technology and Services:** 19.9%
- **Marketing and Advertising:** 4.2%
- **Computer & Network Security:** 3.6%
- **Telecommunications:** 3.5%
- **Internet:** 3.2%
- **Hospital & Health Care:** 2.5%
- **Financial Services:** 2.5%
- **Education Management:** 1.8%
- **E-Learning:** 1.3%
- **Other:** 18.6%

#### Upland RO Innovation

- **Computer Software:** 68.4%
- **Telecommunications:** 5.3%
- **Security and Investigations:** 5.3%
- **Internet:** 5.3%
- **Information Technology and Services:** 5.3%
- **Computer & Network Security:** 5.3%
- **Accounting:** 5.3%

---
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---
## Top Discussions

### Gainsight Customer Success

- Title: [What is Gainsight used for?](https://www.g2.com/discussions/what-is-gainsight-used-for) — 2 comments
  > **Top comment:** "Organizing information about customers to help those managing the account to document progress."
- Title: [What is Gainsight PX?](https://www.g2.com/discussions/gainsight-what-is-gainsight-px) — 2 comments *(includes official response)*
  > **Top comment:** "Gainsight PX provides businesses with product analytics, digital in-app engagements and user feedback capabilities to accelerate time-to-value, drive product..."
- Title: [What is Gainsight software?](https://www.g2.com/discussions/what-is-gainsight-software) — 2 comments
  > **Top comment:** "Gainsight is a software created specifically to cater to Customer Success teams within the SaaS market."
- Title: [How do we import notes from our previous history of customer data into gainsites newsfeed](https://www.g2.com/discussions/how-do-we-import-notes-from-our-previous-history-of-customer-data-into-gainsites-newsfeed) — 2 comments, 1 upvote
  > **Top comment:** "You could export those comments along with a customerID to a CSV file, post to S3 and ingest into Gainsight that way.  Depending on where you want it..."
- Title: [Is there a way I can have my checked off CTAs in cockpit disappear immediately?](https://www.g2.com/discussions/52149-is-there-a-way-i-can-have-my-checked-off-ctas-in-cockpit-disappear-immediately) — 1 comment, 1 upvote
  > **Top comment:** "I have invested with some scam brokers in the past, and the story is as horrific as the ones i have read because i went through the ordeal myself. I lost..."

### Upland RO Innovation

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/gainsight-customer-success-vs-upland-ro-innovation)