Gainsight vs Vitally

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 Vitally. And now, more modern options like Velaris bring AI-first automation and hands-on implementation services into the picture.

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

Comparing Gainsight vs Vitally 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.

Vitally

Vitally is known for being a user-friendly CS platform. It provides strong collaboration tools, clear analytics, and several plug-and-play integrations. It’s particularly attractive for growing SaaS companies that want to get started quickly without a steep learning curve. However, as companies scale, some may find Vitally less comprehensive than enterprise-focused alternatives, especially in terms of integration depth.

Velaris

Velaris represents a newer approach to Customer Success. It’s an AI-first platform designed to give teams deep visibility into accounts while automating repetitive tasks. With 70+ integrations, simple setup, and built-in predictive insights, Velaris focuses on efficiency and usability. It’s particularly well-suited for mid-market and enterprise teams that want the power of automation and analytics without the heavy admin burden that comes with legacy platforms.

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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.
  
  
• Vitally: Provides clear account views and shared workspaces to keep customer data accessible. Strong for collaboration, but may not go as deep in consolidation as larger platforms.
  
  
• 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.
  
  
• Vitally: Delivers straightforward health scoring and analytics.
  
  
• 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.
  
  
• Vitally: Includes automation features like tasks and triggers to streamline repetitive processes. Best for teams seeking simple automation tied to collaboration.
  
  
• 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.
  
  
• Vitally: Provides easy-to-use task tracking and shared workspaces for collaborating directly with customers.
  
  
• Velaris: Built-in project and task management dashboards, ideal for managing onboarding, renewals, and joint success plans.
  

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.
  
  
• Vitally: Designed to be straightforward and user-friendly. Teams can get up and running quickly, with a focus on collaboration.
  
  
• 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.
  
  
• Vitally: Well-suited for growing SaaS teams. However, larger enterprises may find it lacks some of the advanced complexity needed for scale.
  
  
• Velaris: Scales with mid-market and enterprise teams by combining AI, automation, and integrations, without requiring a dedicated ops team.
  

Integrations

• Gainsight: Strong enterprise integrations with systems like Salesforce, but syncing and customization often need technical expertise.
  
  
• Vitally: Provides integrations for popular SaaS tools, making it easy for teams to connect their stack. Depth of integrations may be more limited than 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.
  
  
• Vitally: Known for responsive support and straightforward onboarding, aligned with its focus on ease of use.
  
  
• Velaris: Emphasizes a hands-on approach with personalized onboarding and responsive support. Dedicated CSM and Slack channel offered to all customers.

AI Innovation

• Both Gainsight and Vitally 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 Vitally
Vitally works well for growing SaaS teams that value ease of use and close collaboration with customers. If you want a platform that gets you up and running quickly, with clear analytics and simple automation, Vitally can meet those needs. It’s best suited for teams that don’t require the heavy customization of enterprise-focused platforms.

Who should consider Velaris
Velaris is designed for mid-market and enterprise teams that want advanced capabilities without heavy admin overhead. If your priorities are AI-driven insights, automation, and real-time visibility, Velaris offers a strong balance between power and usability. You can dive deeper into Velaris’ functionality by booking a personalized demo here.

Conclusion

Gainsight, Vitally, and Velaris each bring different strengths to the table. Gainsight delivers enterprise-grade depth, Vitally prioritizes ease of use and collaboration, 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.