Gainsight vs Custify

For Customer Success and post-sales professionals, managing accounts without a dedicated Customer Success Platform often means dealing with challenges like:

• Scattered data across multiple tools
  
  
• Relying on spreadsheets and manual tracking
  
  
• Missed renewal and expansion opportunities
  
  
• Limited visibility into customer health
  
  
• Difficulty showing impact to leadership
  
  

To solve these problems, many teams turn to platforms like Gainsight and Custify. And now, more modern options like Velaris bring AI-first automation and hands-on implementation services into the picture.

Let’s compare Gainsight and Custify, while also showing how Velaris stacks up as an alternative.

Comparing Gainsight vs Custify vs Velaris

*Exact pricing varies by vendor and contract structure.

Platform overviews

Gainsight

Gainsight is one of the most established names in Customer Success software. It provides a very robust feature set, including advanced reporting, playbooks, and customer health scoring. That said, Gainsight is also known for its complexity and cost — it typically requires a dedicated operations team to manage. For large enterprises with complex needs and big budgets, it’s a strong option. For smaller teams, the overhead can be a barrier.

Custify

Custify is a simpler, more lightweight Customer Success tool aimed at small and mid-sized SaaS companies. It focuses on ease of use, offering intuitive dashboards, customer health scores, and automation without the complexity of larger platforms. Its straightforward design makes it easy for smaller teams to adopt quickly, though larger organizations may find it lacks some of the advanced features needed at scale.

Velaris

Velaris takes an AI-first approach, combining predictive insights, automation, and 70+ integrations into a single platform. It’s designed to give teams real-time visibility into customer health while reducing the manual workload through automation. Compared to Gainsight and Custify, Velaris is built for mid-market and enterprise teams that want advanced capabilities without the burden of heavy admin, balancing usability with power.

Feature comparison

Data consolidation and visibility

• Gainsight: Strong integrations with CRMs and enterprise systems, plus advanced dashboards. However, syncing data in real time can be complex and often needs admin oversight.
  
  
• Custify: Provides straightforward dashboards with customer data pulled from SaaS tools. Best suited for smaller datasets, as it may lack depth for complex enterprise environments.
  
  
• Velaris: Centralizes data from all your systems into a single view. Designed for real-time visibility with AI features such as account summaries, Slack summaries and meeting analysis, making it easier for teams to see the full customer picture. Supports 70+ integrations and deep customization

Customer health and analytics

• Gainsight: Known for its detailed analytics and reporting capabilities, including customizable health scoring. Powerful, but often requires dedicated resources to maintain.
  
  
• Custify: Offers simple health scores and clear analytics, making it easy for smaller teams to understand customer status.
  
  
• Velaris: Includes AI-driven health scores and predictive analytics out of the box. Designed to reduce manual setup while helping teams identify risks and opportunities early. One advantage of Velaris is that it can analyze both quantitative and qualitative data. By analyzing customer comms in tickets, emails and messages, Velaris can report on recurring themes and patterns in them.

Digital Customer Success and automation

• Gainsight: Provides robust playbooks, journey orchestration, and digital communication tools. Strong but complex to configure.
  
  
• Custify: Includes basic automation for tasks and workflows, designed to simplify repetitive processes for small teams.
  
  
• Velaris: Uses a visual automation builder and AI tools to automate routine tasks, and personalize outreach at scale. Built to reduce manual admin work while scaling CS impact.

Project and task management

• Gainsight: Includes task management features, but they are often secondary to its broader CS functionality. Can be overwhelming for simple project tracking.
  
  
• Custify: Provides simple task management that works well for small teams but is not as robust for larger projects.
  
  
• Velaris: Includes collaborative task and project management tools that support onboarding, renewals, and success planning in one place.
  

Other considerations

Ease of use

• Gainsight: Feature-rich but complex. Most teams need a dedicated admin or ops team to manage day-to-day tasks.
  
  
• Custify: Very user-friendly and quick to adopt, especially for smaller teams that don’t want complexity.
  
  
• Velaris: Prioritizes simplicity with intuitive dashboards and automation. Designed to reduce admin overhead and get teams up and running quickly.
  

Scalability

• Gainsight: Built for enterprise scale, capable of handling complex data structures and large teams. Best suited for organizations with significant resources.
  
  
• Custify: Best suited for small to mid-sized SaaS businesses. Larger enterprises may find it lacks the advanced functionality needed for complex operations.
  
  
• Velaris: Built to scale with mid-market and enterprise teams, balancing powerful features with usability so it doesn’t require a large ops team to maintain.
  

Integrations

• Gainsight: Strong enterprise integrations with systems like Salesforce, but syncing and customization often need technical expertise.
  
  
• Custify: Offers integrations with popular SaaS tools, but the ecosystem is more limited compared to enterprise-grade platforms.
  
  
• Velaris: Offers 70+ integrations with real-time sync, aiming to make setup easier and reduce silos.
  

Support

• Gainsight: Offers enterprise-grade support and community resources, but navigating them can take time.
  
  
• Custify: Known for responsive and approachable support, aligned with its focus on smaller SaaS teams.
  
  
• Velaris: Delivers personalized onboarding and responsive support tailored to CS teams, with a strong emphasis on partnership. Dedicated CSM and Slack channel offered to all customers.

AI Innovation

• Both Gainsight and Custify have rolled out AI products by means of acquisition. However, these products are not part of their core Customer Success offering and need to be purchased separately.
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• Velaris is an AI-first platform that has built AI into the foundations of their core offering. For Customer Success teams, this translates into AI that feels seamless, actionable, and accessible without needing to buy extra products or manage disconnected tools.

To see how Velaris’ AI can help your workflows, book a demo here.

Choosing the right platform

Who should pick Gainsight
Gainsight is the right fit for large enterprises with complex data structures and big Customer Success teams. If you can dedicate an operations function to managing the platform and have the budget for premium enterprise software, Gainsight’s robust feature set and analytics can deliver value.

Who should pick Custify
Custify is best suited for small to mid-sized SaaS businesses that value simplicity and quick setup. Its dashboards and automation features are easy to use, making it accessible for lean teams that don’t want to invest in heavy admin work. Larger organizations may outgrow its feature set.

Who should consider Velaris
Velaris is designed for mid-market and enterprise teams that want deep visibility, AI-driven insights, and automation without the clunkiness or heavy admin burden. With 70+ integrations and hands-on support, it helps Customer Success teams scale efficiently while staying easy to use. You can dive deeper into Velaris’ functionality by booking a personalized demo here.

Conclusion

Gainsight, Custify, and Velaris each bring different strengths to the table. Gainsight delivers enterprise-grade depth, Custify emphasizes lightweight simplicity, and Velaris provides an AI-driven alternative designed for visibility and efficiency.

The right choice depends on your team’s goals, data structure, and the resources you have to manage a platform. What works for one organization may not be the best fit for another.

If you’re looking for an AI-driven platform that balances power with ease of use, book a demo with Velaris.