GainTrace is an AI-powered customer success platform that unifies signals from CRM, product analytics, billing, and support into a single health score to detect at-risk accounts early and automate retention workflows.
What is GainTrace?
GainTrace ingests data from Salesforce, Stripe, Intercom, Mixpanel, Slack, and 20+ other tools to automatically compute a health score for every account. It surfaces churn risks and expansion opportunities through an AI agent called Trace AI, which monitors all accounts 24/7 and explains why each score changed. The platform is built for B2B SaaS teams that want a single source of truth for customer health without hiring a dedicated admin.
Key Features
- Unified health scoring — Automatically scores each account (0-100) by combining product usage, billing, support conversations, and CRM data; shows green (healthy), yellow (at risk), and red (churning) at a glance.
- Trace AI — An AI agent that reads product usage, billing, and support signals automatically and surfaces who to act on and why. Example messages: “Champion left Loom”, “Payment failed on Linear”, “Usage up 3× on Notion”.
- Pre-built automated playbooks — Triggers interventions when adoption drops, onboarding stalls, expansion signals appear, or renewal risk rises. No blank canvas – rules are ready to activate.
- Explainable scores — Every score is linked to its underlying signals (e.g., “Salesforce not connected – renewal & owner data incomplete”) so CSMs understand why an account is flagged.
- Two-way CRM sync — Real-time sync with Salesforce or HubSpot keeps health scores and account data in lockstep without manual updates.
- 20+ native integrations — Connects Salesforce, HubSpot, Stripe, Intercom, Slack, Zendesk, Gmail, Mixpanel, Snowflake, BigQuery, and more; no ETL or data team required.
- Live in days — Pre-built health scores and playbooks allow teams to go live within days, not months.
Who is it for?
- Customer Success Managers (CSMs) — See every account’s health at a glance and get daily prioritized focus lists (e.g., “3 at risk, 2 new, 1 win”). No more checking five dashboards.
- Customer Success Leaders — Track portfolio risk (e.g., 67 healthy, 12 at risk, 5 churning) without a CS Ops hire. Automated reporting for QBRs.
- Revenue leaders (CROs, VPs of CS) — Gain visibility into renewal risk and expansion signals across the entire book of business, with quantified ARR at risk.
Use cases
- Catch churn early — Trace AI automatically flags accounts showing low usage, dropped champions, payment failures, or support ticket spikes. Example: Loom account at risk with $120K ARR and 28 days to renewal.
- Uncover expansion opportunities — The platform surfaces accounts with usage surges (e.g., “Usage up 3× on Notion”) or seat utilization near capacity (e.g., “Hit 92% of seats on Retool”), triggering notifications to account owners.
- Automate at-risk playbooks — When adoption drops, GainTrace can automatically launch an intervention; when renewal risk rises, it creates tasks for the CSM.
How does GainTrace work?
After connecting Salesforce, Stripe, and product data, GainTrace scores every account automatically. Trace AI continuously monitors all sources and surfaces daily focus items. Automated playbooks run when predefined conditions (e.g., adoption drop, stalled onboarding) are met. The entire setup is live in days with no professional services or admin hire.
FAQ
Do I need a dedicated admin or CS Ops team to run it?
No. A CSM or CS leader can configure scores and playbooks without a dedicated ops hire. Trace AI does the heavy lifting – no .5 to 1.0 FTE needed.
Which tools does GainTrace connect to?
Salesforce, HubSpot, Stripe, Intercom, Slack, Zendesk, Gmail, Mixpanel, Snowflake, BigQuery, plus Attio, Pipedrive, ChartMogul, and 20+ others. No SQL or data team required.
