Source: https://joinfinn.com/integrations/gainsight

# Gainsight

## Gainsight + Finn.

Gainsight integration with Finn. Gainsight helps customer success teams monitor account health, adoption, and renewal opportunities.

Business function: Sales and marketing.

## What you can do with Gainsight.

Gainsight helps customer success teams monitor account health, adoption, and renewal opportunities.

### Carry a new customer through onboarding coordination

Finn runs the customer-success administration from a won deal to the agreed onboarding milestone.

**Typically handled by:** Customer onboarding manager

**Starts when:** Salesforce records an approved new customer handoff.

#### What Finn handles

1. Read the sold scope, customer contacts and commitments, then create the appropriate Gainsight success plan.
2. Collect customer goals and prerequisites, schedule agreed sessions in Outlook and send approved Highspot guidance.
3. Complete routine coordination and follow the actual implementation team's recorded results against the plan.
4. Record the accepted onboarding milestone in Gainsight and deliver the customer and account owner a clear handover.

**The result:** The customer reaches a documented onboarding milestone with completed communication and explicit remaining commitments.

### Complete an account-risk recovery play

Finn turns a risk signal into completed service follow-through and a current account plan.

**Typically handled by:** Customer success manager

**Starts when:** A Gainsight account signal crosses the business's agreed review threshold.

#### What Finn handles

1. Read the scorecard, Timeline and relevant Zendesk cases to establish what changed and what the customer actually reported.
2. Create the appropriate Cockpit work and collect missing details from the customer or service owner.
3. Complete approved outreach and coordination, routing concessions or product commitments to the responsible decision maker.
4. Record resolved issues and the customer's confirmed next step, then update the plan without declaring the account saved prematurely.

**The result:** The risk has completed follow-through and an evidence-backed account update, with unresolved causes clearly owned.

### Run a renewal through its recorded commercial outcome

Finn coordinates renewal preparation, customer communication and execution around the account owner's decision.

**Typically handled by:** Renewal operations coordinator

**Starts when:** An account enters its approved renewal review window.

#### What Finn handles

1. Gather the Gainsight plan, adoption evidence, open support work and Salesforce renewal terms.
2. Complete outstanding customer follow-ups and arrange the renewal conversation with the required stakeholders.
3. Have the account owner approve commercial terms, then send the approved agreement through Docusign.
4. Record the executed or declined outcome in Salesforce and Gainsight and update the next-term success plan accordingly.

**The result:** The renewal has a recorded customer decision and the account plan reflects the actual next term.

### Deliver a customer business review and its follow-through

Finn carries an account review from evidence collection to completed next actions.

**Typically handled by:** Customer success operations specialist

**Starts when:** A customer's scheduled business review is due.

#### What Finn handles

1. Gather agreed objectives, recorded milestones, Pendo adoption information and relevant support outcomes.
2. Build the customer review in Google Slides using source-linked facts and clearly stated gaps.
3. Share approved materials, coordinate the Outlook meeting and capture the customer's actual priorities and decisions.
4. Update the Gainsight success plan, deliver promised materials and assign remaining commitments to their accountable owners.

**The result:** The review produces a current, customer-confirmed plan and completed administrative follow-up.

### Run an adoption program through verified participation

Finn coordinates an approved adoption effort using actual product activity and customer responses.

**Typically handled by:** Digital customer success manager

**Starts when:** A defined customer cohort needs help with an agreed product capability.

#### What Finn handles

1. Use permitted Pendo activity and Gainsight account data to identify the eligible cohort and relevant knowledge gaps.
2. Prepare the approved Journey Orchestrator program and obtain publication approval for new customer messages.
3. Send guidance and training invitations, process responses and help customers reach the correct resources.
4. Review recorded participation and subsequent activity, update the account work and report what is evidenced rather than assuming value.

**The result:** The program has delivered guidance, recorded customer responses and a measured follow-up cohort.

### Close the loop on a customer survey response

Finn handles the administrative follow-through on feedback that requires a response.

**Typically handled by:** Voice-of-customer coordinator

**Starts when:** A customer submits actionable feedback or requests contact in a survey.

#### What Finn handles

1. Read the permitted response and account context, separating the customer's statements from inferred causes.
2. Create the appropriate Gainsight work and prepare the specific response or investigation required.
3. Send authorized acknowledgment and coordinate resolution through Zendesk or the responsible account owner.
4. Confirm the recorded service result with the customer and attach the response and outcome to Timeline.

**The result:** The feedback receives a documented response and its associated issue has a recorded outcome or owner.

### Move a qualified expansion signal into a real sales handoff

Finn completes the coordination around a customer-requested expansion opportunity.

**Typically handled by:** Customer success development representative

**Starts when:** A customer expresses a specific need for additional products or services.

#### What Finn handles

1. Read the request, account objectives and relevant usage evidence without treating usage alone as buying intent.
2. Collect the customer's stated requirements and confirm the appropriate account and contact records.
3. Create the approved customer-success-qualified lead or Salesforce opportunity and schedule the agreed sales discussion.
4. Deliver the context to the receiving seller, verify ownership and record the customer's confirmed next step.

**The result:** Sales receives an owned opportunity based on an actual customer request and completed introduction.

### Complete an account-owner transition

Finn keeps customer commitments intact when account responsibility changes.

**Typically handled by:** Customer success operations coordinator

**Starts when:** Management approves a new owner for an existing customer.

#### What Finn handles

1. Gather the Gainsight success plan, Timeline commitments, open Cockpit work and relevant Salesforce contacts.
2. Prepare a restricted handover with current objectives, deadlines and unresolved customer issues.
3. Update authorized ownership records, arrange the internal transition and send the approved customer introduction.
4. Confirm the incoming owner's acceptance and carry outstanding administrative follow-ups into the current plan.

**The result:** The new owner receives a complete operating handover and the customer retains a clear point of contact.

### Run customer-success portfolio operations

Finn completes the reporting and coordination cycle across an approved account portfolio.

**Typically handled by:** Customer success operations analyst

**Starts when:** The team's weekly portfolio review begins.

#### What Finn handles

1. Gather current Gainsight milestones, unresolved work and upcoming renewal dates for the assigned accounts.
2. Resolve stale administrative statuses from source evidence and request precise updates from accountable owners.
3. Publish the portfolio brief and obtain leadership decisions on attention, assignment or customer commitments.
4. Apply approved work updates, send required follow-ups and record the completed actions and remaining exceptions.

**The result:** The portfolio review results in current account records and executed coordination changes, not just another dashboard.

## Connection setup

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from Gainsight.

[Visit Gainsight](https://www.gainsight.com/)

## Explore Finn

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