Gainsight is shedding roughly 270 positions as the customer success software maker rebuilds its business around AI agents and charges customers for results rather than seats, according to a person familiar with the matter.
The cuts surfaced first in a post on Blind, the anonymous professional network. Chief Executive Chuck Ganapathi subsequently confirmed the reductions on LinkedIn without disclosing a headcount, and a company spokesperson declined to specify the number, saying only: “We will have plenty more to share in the months to come.”
In an open letter, Ganapathi framed the restructuring as a refounding of the company, moving it away from selling customer success software toward delivering retention as an outcome. Pricing will shift from per-seat fees to value-based terms tied to results.
Under the new structure, Gainsight intends to assign each customer a single “Outcome Executive” accountable for results. The largest accounts will get a dedicated person; smaller ones will be handled by an AI agent.
“An important step in this transformation is to rethink our operating model and the roles we need for the future,” Ganapathi wrote. “And so, unfortunately, we are saying goodbye to teammates we care deeply about.”
He said affected employees would receive financial transition assistance, continued healthcare access and career transition support. Some staff have already moved into the company’s AI-Native Services unit.
“This means fewer people in some roles, new skills in others, and roles that didn’t exist a year ago,” he wrote, adding that the core business remains highly profitable.