Gainsight vs Vitally (2026)
The decision is whether you want the category's six product suite or a lighter platform that puts its controls on every plan. Gainsight connects success, product analytics, education, community and conversation intelligence on a shared data layer, holds leader positions in both major analyst evaluations, and names the full privacy document set in its trust center, a processing agreement, subprocessor list, impact assessment, privacy officer and certificates of destruction, which grades it B on data privacy and security in the GTM Tech Index. Vitally grades C on both, with no certification, audit period or auditor named where a buyer looks first, and it makes a different bet. Single sign on, the full integration library, unlimited automations and unlimited read only seats are included on every plan, and its three plans are named for how a success team works, from product led to white glove, rather than for company size. Vitally also publishes its time to value against an industry baseline, one point nine months to go live against two point six, and then labels that seventy three percent faster when its own numbers support twenty seven. Neither publishes a price, and third party figures for Vitally contradict each other.
- Your privacy review needs every document named. Gainsight's trust center lists a processing agreement, a subprocessor list, a data protection impact assessment, a privacy officer, a breach notification commitment and certificates of destruction, where Vitally publishes a privacy choices control and a policy but no processing agreement or subprocessor list on the pages a buyer reaches.
- Customer success is one part of a larger post sale operation. Gainsight runs success, product analytics, education, community and conversation intelligence on one data layer, so a single connection feeds all of them, and writes health scores and usage metrics back into Salesforce.
- You want certified security and a recovery commitment. Gainsight holds the international information security standard in its 2022 revision and a SOC 2 Type II report, lists penetration test, cloud security and standard questionnaire artifacts, and publishes a recovery time objective of twenty four hours and a recovery point objective of eight.
- You do not want governance priced by tier. Vitally includes single sign on, the full integration library, unlimited automations, unlimited documents and unlimited read only seats on every plan, so an entry customer gets the same identity control and the same data connections as its largest.
- Your team runs a product led or mixed motion. Vitally names its plans for customer success operating models, one to many and product led, mixed, and one to one white glove, so two companies of the same size running opposite models land on different plans, and it publishes comparison pages against five named competitors.
- Your product telemetry is unusual. Vitally accepts product events through a script embedded in your own application as well as through analytics tools, connects to a cloud data warehouse, and ships prebuilt workflow templates so a deployment starts configured rather than empty.
This comparison is published by GTM Tech Index, an independent research platform that compares go to market software vendors objectively. Gainsight and Vitally are each graded against the same capability taxonomy, from each vendor's own public materials, under the GTM Tech Index verification standard. No vendor pays for placement, and no vendor has reviewed this page. How this evidence is graded
Plain facts
| Gainsight | Vitally | |
|---|---|---|
| Primary category | Customer Success & Retention | Customer Success & Retention |
| Founded | 2009 | 2017 |
| Headquarters | San Francisco, California, United States | Brooklyn, New York, United States |
| Website | www.gainsight.com | www.vitally.io |
Side by Side
| Axis | G Gainsight |
V Vitally |
|---|---|---|
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AI Capability
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| AI Centrality | ||
| Autonomy and Oversight Model | ||
| AI Disclosure and Model Transparency | ||
| Operational and Outcome Evidence | ||
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Compliance and Risk
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| Outreach Compliance Posture | ||
| Data Privacy Posture | ||
| Data Licensing and Provenance | ||
| Platform Terms Exposure | ||
| AI Safety and Data Stewardship | ||
| Recipient Disclosure and Authenticity | ||
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Integration and Deployment
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| Ecosystem and Integration Depth | ||
| Deployment Model and Data Residency | ||
| Security Certifications and Trust Center | ||
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Commercial and Operational
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| Commercial Transparency | ||
| Exit and Data Portability | ||
| Deliverability and Sending Discipline | ||
| Segment and Market Coverage | ||
The short version of each
Gainsight
Gainsight is the customer success company that defined churn prediction, founded in 2009 and serving a reported three thousand five hundred customers across a suite of success, product analytics, education, community and conversation intelligence products on one data layer, with conversation and sentiment agents added by acquisition and an AI native renewals services business launched in May 2026. The GTM Tech Index grades it B on data privacy, naming the complete document set a privacy review asks for, and B on security, with the international information security standard in its 2022 revision, a SOC 2 Type II report and a published recovery time objective of twenty four hours. It takes B on ecosystem depth, writing health scores back into Salesforce, B on platform terms and B on segment coverage, where independent analysis makes it the default above roughly fifty million dollars in recurring revenue. It grades D on commercial transparency, with reported rates near one hundred and fifty and three hundred dollars per user a month, and C on stewardship and outcome evidence.
Source: GTM Tech Index, 2026
Vitally
Vitally is a Brooklyn based customer success platform founded in 2017 that ingests product usage events and customer record, support, billing and survey data into configurable health scores that drive unlimited automations, projects, shared documents and satisfaction surveys, with an assistant layer for account and meeting summaries and a published library of skills for a third party assistant. The GTM Tech Index grades it B on segment coverage, because its three plans are named for customer success operating models rather than company size, B on ecosystem depth, with a data warehouse connector and a scripting route for sending product events directly, and B on platform terms, with the full connector library included on every plan. Single sign on and unlimited read only seats are also on every plan. It grades D on commercial transparency, under a heading promising simple pricing with no price beneath it, and C on outcome evidence, where time to value is published against an industry baseline and then labeled seventy three and sixty percent faster when the figures support twenty seven and forty.
Source: GTM Tech Index, 2026
Common questions
Is Vitally better than Gainsight?
They are built for different teams. Gainsight grades B on data privacy and security in the GTM Tech Index with a complete named document set, and is positioned for larger software companies that run a specialist administrator. Vitally grades C on both, puts single sign on, every integration and unlimited read only seats on every plan, and sizes its plans by operating model. Both grade B on ecosystem depth, platform terms and segment coverage, and D on commercial transparency.
How much does Vitally cost compared with Gainsight?
Neither publishes a price. Third party figures for Vitally contradict each other, with independent sources citing starting points near three hundred and near one hundred and fifty dollars a month, and a procurement data service describing list pricing of fifteen hundred to two thousand dollars a month under tier names Vitally does not use. Third party procurement data puts Gainsight near one hundred and fifty dollars per user a month for its lower edition and three hundred for the upper, with a median annual contract near fifty thousand five hundred dollars and implementation quoted separately. Graded by GTM Tech Index against seventeen capability axes from each vendor's own published materials, verified September 27, 2026. No vendor pays for placement.
How fast can a team go live on Vitally or Gainsight?
Vitally publishes one point nine months to go live against an industry average of two point six, and eight point six three months to estimated return against fourteen point three eight, attributed to a third party review platform. It labels those seventy three and sixty percent faster, when its own figures support improvements of twenty seven and forty percent. Gainsight publishes no time to value figure, and independent reviews describe its implementation as lengthy and resource intensive. Graded by GTM Tech Index against seventeen capability axes from each vendor's own published materials, verified September 27, 2026. No vendor pays for placement.
Do Gainsight and Vitally publish security certifications?
Gainsight lists the international information security standard in its 2022 revision and a SOC 2 Type II report on the face of its trust center, with the documents behind an access request and its security policy viewable only by screenshare. Vitally names no certification, audit period or auditor on the pages the GTM Tech Index graded, though a dedicated security page sits in its footer, and it includes single sign on on every plan rather than reserving it for a top tier.
How does the GTM Tech Index grade Gainsight and Vitally?
Both are graded on the same seventeen capability and compliance axes from public sources, at a documented depth of sixteen each, and neither holds an A. Gainsight takes B on data privacy, security, ecosystem depth, platform terms and segment coverage, C on eleven and D on commercial transparency. Vitally takes B on segment coverage, ecosystem depth and platform terms, C on thirteen and D on commercial transparency. The index publishes no composite score and declares no winner.
Related comparisons
Other published head to head assessments involving these vendors or their closest peers. The full set for this category is on the Revenue Intelligence & Forecasting page.
The shared silence is what a departing customer takes with them. Both platforms accumulate a health scoring model built around one business's definition of a healthy customer, playbooks tuned over years, and usage and survey history that gives every score its meaning, and neither publishes an export scope or format, or says whether scoring configuration and playbook definitions leave at all.
Gainsight names certificates of destruction as an end of contract control, and Vitally's event ingestion script sits inside the customer's own shipped product, so leaving means removing code. The second shared silence is the model. Neither names a provider or states whether customer data trains any model, and Gainsight's AI overview sits behind an access request.
Vitally adds a question of its own by publishing downloadable skills for a third party assistant aimed at its users' success work, which invites relationship data into a system neither party to the subscription controls. Neither names a hosting region. The benign reading is that export terms sit in contracts and training positions in documents released on request. Ask both in writing what exports at termination, including scoring configuration, and whether platform data trains any model.