Investing.com — Gainsight has cut jobs as the customer success software company restructures around AI agents and outcome-based pricing, Investing.com has learned.
Approximately 270 roles are affected by the cuts, according to a person familiar with the matter.
The layoffs were first flagged in a post on Blind, the anonymous professional network.
Chief Executive Chuck Ganapathi confirmed the cuts in a LinkedIn post but did not say how many roles were affected.
“An important step in this transformation is to rethink our operating model and the roles we need for the future. And so, unfortunately, we are saying goodbye to teammates we care deeply about,” Ganapathi wrote.
He said departing staff would receive financial transition assistance, continued access to healthcare and career transition support.
In an open letter, Ganapathi said Gainsight is refounding itself to move from selling customer success software to delivering retention as an outcome, shifting from seat-based to value-based pricing.
Under the new model, the company aims to give every customer a single Outcome Executive accountable for results: a dedicated person for the largest accounts and an AI agent for the long tail of smaller ones.
“This means fewer people in some roles, new skills in others, and roles that didn’t exist a year ago,” Ganapathi wrote. He added that some staff had moved into Gainsight’s AI-Native Services business.
He said the company’s core business remains highly profitable.
Original Article
Exclusive: Gainsight cuts about 270 jobs as it refounds business around AI agents
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