Gainsight

The Gainsight connector integrates Gainsight CS with Glean so customer‑facing teams can search Gainsight Company (Customer 360) data and use it as context in Glean Search and Glean Assistant. Glean indexes Gainsight Company records and related objects so you can use Gainsight data alongside information from other systems.

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Overview

Gainsight CS helps teams manage the full customer lifecycle by centralizing:

• Customer 360 data such as ARR, renewal dates, industry, lifecycle stages, and customer health‑related labels.
• Success workflows and customer interactions (for example, CTAs, tasks, and timeline activities) managed inside Gainsight itself.

The Gainsight connector for Glean focuses on making Customer 360 account data easily searchable and usable in AI workflows. Connecting Gainsight to Glean helps CSMs, account teams, and leadership:

• Get a single place to look up key account‑level metrics (ARR, employees, renewal dates, lifecycle status, parent accounts, and more).
• Prepare for QBRs, renewals, and escalations with up‑to‑date Company context.
• Build AI experiences and workflows that leverage Gainsight’s structured Company data alongside information from other systems.

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Usage in Glean

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Glean Search

Gainsight Company records appear in Glean Search alongside content from other tools. Typical queries include: Customer 360 lookups

• “Show the Gainsight company record for Acme Corp.”
• “What is the ARR, renewal date, and industry for Customer X?”

Renewal and risk‑oriented views

• “Show customers with high ARR and upcoming renewals.”
• “Which customers look at risk based on their lifecycle stage or status and renewal timing?”

Portfolio and hierarchy views

• “Show companies associated with Parent Company Contoso Holdings and their key metrics.”
• “Give an overview of child companies under Parent Company X, including ARR and renewal dates.”

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Glean Assistant

Glean Assistant can use indexed Gainsight Company data as context to answer questions such as:

• “Summarize ARR, renewal date, industry, stage, status, and key details for Customer X.”
• “Which customers appear risky based on their lifecycle stage or status and upcoming renewals?”
• “Which of my key accounts renew in the next 60 days, and what is their ARR?”

Assistant responses are grounded in the Company fields that Glean has indexed from Gainsight.

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Supported objects

The current Gainsight connector supports the following from Gainsight:

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What Glean indexes from Gainsight

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Company

For each Gainsight Company, Glean fetches structured fields that support search, ranking, faceting, and display. The exact field set may evolve, but representative examples (drawn directly from the connector implementation) include:

• Identifiers and naming
  • Company ID (Gainsight Gsid)
  • Company name
  • Parent company name (if any)
• Business attributes
  • Industry
  • ARR (annual recurring revenue)
  • Employee count
• Lifecycle and status
  • Original contract date
  • Renewal date
  • Stage
  • Status
• Timestamps
  • Created time
  • Last modified time

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CTA

Glean indexes CTA records as standalone documents, including:

• Identifiers and title
• Associated company
• Status and priority
• Owner
• Due date and other scheduling fields
• Created and last modified time

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Task

Glean indexes Task records associated with CTAs or accounts, including:

• Identifiers and title
• Linked CTA
• Status and type
• Owner
• Due date and completion timestamps
• Created and last modified time

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Relationship

Glean indexes Relationship‑level records (Relationship 360 entities), including:

• Identifiers and name
• Associated company
• Relationship type
• Key business attributes (such as ARR, employees, industry)
• Lifecycle fields (such as stage, status, renewal date)
• Created and last modified time

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Activity (Timeline)

Glean indexes Timeline activities as documents, including:

• Identifiers and title
• Activity description
• Associated company
• Activity type (for example, meeting, call, update)
• Activity date

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Permissions and visibility

• The Gainsight connector uses a single machine‑to‑machine OAuth client and does not mirror Gainsight’s record‑level permission model.
• All Gainsight documents indexed by this connector are visible to any Glean user who has access to the Gainsight data source in Glean.

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Set up instructions

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Step 1: Identify your Instance Domain

Your Gainsight instance domain is the subdomain of your Gainsight URL.

1. Open your Gainsight instance in a web browser.
2. Locate the URL in the address bar, which follows this format: https://<instance-domain>.gainsightcloud.com
3. Identify the Instance Domain, which is the string preceding .gainsightcloud.com (for example, acme.us2).

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Step 2: Generate M2M OAuth Credentials

1. In Gainsight, click the Administration icon in the left navigation menu.
2. Navigate to Integrations > Connectors 2.0.
3. Click Create Connection and select the Gainsight API connector from the dropdown menu.
4. Name the connection “Glean integration” (or similar) and set the authorization type to OAuth.
5. Click Generate OAuth Credentials.
6. Copy the following values from the dialog that appears:
   • Client ID: Use this for the OAuth Client ID field in Glean.
   • Client Secret: Use this for the OAuth Client Secret field in Glean.

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Step 3: Configure credentials in Glean

1. Return to the Glean Admin console.
2. Enter the following values:
   • Instance Domain: The subdomain identified in Step 1.
   • OAuth Client ID: The Client ID generated in Step 2.
   • OAuth Client Secret: The Client Secret generated in Step 2.
3. Click Save to complete the setup.

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Crawling strategy and update behavior

The Gainsight connector runs scheduled full crawls to keep data in Glean up to date.

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API usage