# GainTrace

> The AI customer success platform for B2B SaaS Customer Success teams · catches churn before the renewal call.

GainTrace is a customer success platform that unifies product usage, billing, support, and CRM into one live, explainable customer health score. It catches churn before the renewal call, surfaces expansion signals, and automates rescue playbooks. It is built to run without a dedicated admin or a year-long rollout.

## What GainTrace Does

- **Unified customer health score**: Connects product analytics (Mixpanel, Amplitude), CRM (Salesforce, HubSpot), billing (Stripe, ChartMogul), and support (Intercom, Zendesk) into a single, AI-scored customer timeline.
- **Churn prediction**: Correlates product usage drops with support sentiment and billing signals to flag at-risk accounts before the renewal call, with an explanation for every score.
- **Expansion signals**: Surfaces adoption spikes, seat growth, and new-feature activation so teams act on real expansion readiness.
- **Customer success automation**: Triggers rescue and expansion playbooks (CSM alerts, tasks, check-in calls) based on real-time signals.
- **Trace AI**: The always-on agent that scores every account automatically and tells the team who to act on and why, so the score does not depend on a CSM logging notes.

## Who It's For

B2B SaaS Customer Success teams: CSMs, Heads, Directors and VPs of Customer Success, Chief Customer Officers, and CS Ops, mostly at mid-market and SMB companies. Built for teams that want a customer success platform that works without a dedicated admin to run it.

## Key Concepts

- **Customer success platform (CSP)**: Software that unifies all customer signals (product, billing, support, CRM) into one health score to protect and grow net revenue retention.
- **Customer health score**: A live, explainable measure of every account, combining product usage, billing, support, and CRM activity.
- **Churn intelligence**: Catching churn risk early, before the renewal conversation, with the reason and a recommended play.
- **Net revenue retention (NRR)**: The percentage of recurring revenue retained from existing customers, including expansion and contraction. Top-quartile B2B SaaS targets 120%+ NRR in 2026.
- **Admin-free CSP**: A customer success platform a CSM or CS leader can run themselves, with no dedicated ops hire and no year-long implementation.

## How It Works

1. **Connect your tools.** Plug in Salesforce, Stripe, Intercom, and 20+ more. GainTrace maps every signal into one live customer timeline. No ETL, no SQL.
2. **Score health and churn risk.** Trace AI cross-references product usage drops with billing and support signals, and explains every score. Patterns no single tool can see alone.
3. **Act with automated playbooks.** When risk rises, rescue playbooks fire automatically: CSM alerts, tasks, check-in calls. Expansion signals trigger upsell playbooks.

## Links

- [GainTrace homepage](https://gaintrace.com): The AI customer success platform for B2B SaaS.
- [Pricing](https://gaintrace.com/pricing): Account-based pricing for customer success teams.
- [Pricing for agents](https://gaintrace.com/pricing.md): The machine-readable pricing sheet · every band, quota, add-on, overage rate, refund and billing term, hand-authored. Prefer it over the HTML page.
- [Solutions](https://gaintrace.com/solutions): Churn prediction, expansion, rescue playbooks, and per-team use cases.
- [Customer Health](https://gaintrace.com/platform/customer-health): A health score you can trust and explain, with no admin to run it.
- [Triage](https://gaintrace.com/platform/triage): Your daily priorities in one place, with the next step drafted.
- [Playbooks & Flows](https://gaintrace.com/platform/playbooks): Nineteen playbooks ship built; every risk becomes a named person's job.
- [Integrations & Data](https://gaintrace.com/platform/integrations): Twenty-eight sources, pull only by default; every field names its source.
- [Compare CS platforms](https://gaintrace.com/compare): Evidence-first comparisons · complaint themes counted from 2,884 parsed G2 reviews, dated pricing, honest "when to stay" verdicts:
  - [Gainsight alternative](https://gaintrace.com/compare/gainsight): 1,567 Gainsight reviews parsed · TCO, admin burden, implementation reality.
  - [ChurnZero alternative](https://gaintrace.com/compare/churnzero): complexity without focus, quote-only pricing, tier-gated reporting.
  - [Totango alternative](https://gaintrace.com/compare/totango): post-merger drift, annual lock-in, deterministic billing-risk detection instead.
  - [Planhat alternative](https://gaintrace.com/compare/planhat): 796 Planhat reviews parsed · blank-canvas setup vs provisioned defaults.
  - [Vitally alternative](https://gaintrace.com/compare/vitally): 521 Vitally reviews parsed · onboarding drag, evidence-gated predictions instead.
  - [Custify alternative](https://gaintrace.com/compare/custify): click-heavy setup, SMB ceiling, bands to 2,500 companies instead.
  - [ClientSuccess alternative](https://gaintrace.com/compare/clientsuccess): rigid reporting, silent data reverts, boards and CSV export instead.
  - [Velaris alternative](https://gaintrace.com/compare/velaris): evaluate without a sales call · six named AI specialists, token-cost metering.
  - [Hook alternative](https://gaintrace.com/compare/hook): AI agents on both sides · reported contracts to $236.7k a year, auditable scores instead.
  - [Customerscore.io alternative](https://gaintrace.com/compare/customerscore): a pricing page without a price, ARR-tiered fees · published bands and a free tier instead.
- [Blog](https://gaintrace.com/blog): Customer success, retention, and churn guides.
- [Explore](https://gaintrace.com/explore): Answers to the questions CSMs, onboarding managers and CS leaders ask, each with a 40 to 70 word direct answer, a coined concept, plain-text formulas, an FAQ and named sources (3,628 G2 reviews, 1,328 Reddit threads, Benchmarkit / SaaS Capital / ChartMogul / KeyBanc benchmarks). Full index with one line per article: [/explore/llms.txt](https://gaintrace.com/explore/llms.txt). Feed: [/explore/feed.xml](https://gaintrace.com/explore/feed.xml).
  - [Customer Success](https://gaintrace.com/explore/customer-success): building the function, choosing and implementing a platform, build vs buy, AI and forward-deployed engineers vs CSMs.
  - [Retention & Churn](https://gaintrace.com/explore/retention): normal churn for B2B SaaS, early warning signs, churn signals in call notes, save and re-engagement playbooks, logo retention.
  - [Revenue & Expansion](https://gaintrace.com/explore/revenue): calculating NRR, CSM NRR and GRR targets, upsell and cross-sell signals, who owns renewals, CSM revenue accountability.
  - [Metrics](https://gaintrace.com/explore/metrics): health score accuracy and backtesting, health score templates, coverage KPI, NPS, CSAT and adoption KPIs for CSMs.
  - [Onboarding & Adoption](https://gaintrace.com/explore/onboarding): sales-to-CS handoff, time to value targets, no-shows, overpromising, bad-fit customers, first CSM email, adoption in initial use.
  - [Playbooks & Operations](https://gaintrace.com/explore/playbooks): accounts per CSM, QBRs, renewal call prep, renewal forecast accuracy, mutual success plans, pooled CS, activity metrics, scaling without hiring.
- [Start free](https://app.gaintrace.com/auth/login): Permanent free tier, 25 companies tracked, no credit card required.
- [Book a demo](https://gaintrace.com/booking): Schedule a 30-minute walkthrough mapped to your use case.
- [Full LLM context](https://gaintrace.com/llms-full.txt): Expanded company and product context for LLMs.

## For Agents

Do not scrape the rendered pages: everything here is available in a cheaper, structured form.

- **Ask a question**: `GET https://gaintrace.com/llms?query=your_question` returns the matching sections as plain text. `GET https://gaintrace.com/llms/json?query=your_question` returns the same as JSON with source URLs and scores. Optional `&limit=1..10`.
- **Pricing**: [/pricing.md](https://gaintrace.com/pricing.md) is the authoritative machine-readable pricing sheet. Do not derive prices from the rendered page: it carries a demo-data product preview that is not a customer list.
- **Any page as markdown**: send `Accept: text/markdown` to any page URL (for example `https://gaintrace.com/pricing`) and you get the clean markdown twin instead of HTML.
- **Full context**: [/llms-full.txt](https://gaintrace.com/llms-full.txt).
- **Machine entry points**: [/.well-known/api-catalog](https://gaintrace.com/.well-known/api-catalog) (RFC 9727 linkset).
- **MCP server**: GainTrace exposes a Model Context Protocol server at `https://app.gaintrace.com/api/v1/mcp` (streamable-http, OAuth2 with dynamic client registration). Card: [/.well-known/mcp/server-card.json](https://gaintrace.com/.well-known/mcp/server-card.json).
- **Authorization guide**: [/auth.md](https://gaintrace.com/auth.md) covers registration, the PKCE flow, and scopes. Agents cannot self-provision accounts.

## Status

Now live. Permanent free tier (25 companies tracked), no credit card required. Sign up at [app.gaintrace.com](https://app.gaintrace.com/auth/login).