Gainsight, the leading Customer Success platform, announced its acquisition of Staircase AI, a company based in Los Angeles and Tel Aviv. Staircase AI will become a distinct offering in Gainsight's AI portfolio.
Gainsight, a pioneer in AI solutions for Customer Success since 2021, is trusted by over 500 customers. Its AI platform features over a dozen capabilities, including the beta Gainsight Copilot. Leveraging Large Language Models (LLMs), Gainsight AI has generated over six million cheat sheets, 461,000 meeting summaries, and 649,000 survey analyses in the past eight months, saving time and providing insights globally.
Staircase AI, launched in 2021, analyzes all customer interactions in real-time without human intervention. It connects to email, meetings, chat, Slack, and ticketing systems in under a day, continuously scanning interactions. Using in-house and foundation models, it extracts key customer signals such as sentiment, risk, expansion opportunities, and relationship strength. The secure and compliant platform is trusted by companies like Claroty and ServiceTitan.
"We are thrilled to welcome Staircase AI to Gainsight, accelerating our Human-First AI vision,” said Chuck Ganapathi, President and COO at Gainsight. “With Staircase AI, we are revolutionizing the early warning system by directly tapping into the implicit signals hidden within human interactions. This approach helps customer-facing leaders eliminate blind spots.” Ori Entis, CEO and co-founder of Staircase AI, added, “Gainsight’s Human-First AI vision aligns perfectly with our mission to advance AI and help businesses better understand their customers."
The product will be rebranded as Staircase AI by Gainsight and will integrate with all major communication channels, CRM, and Customer Success platforms. Key benefits include omni-channel integration and visibility, unbiased real-time health and churn insights, multi-threaded relationship intelligence, executive dashboards, expansion opportunity detection, real-time alerts and notifications, and rapid one-day implementation with enterprise-grade security.
Staircase AI by Gainsight is available for purchase by any company, whether or not they are Gainsight customers. Gainsight will continue the rapid pace of innovation that Staircase AI customers expect and will enhance integration with other Gainsight products. "With Staircase AI, we are able to monitor customer sentiment more effectively and leverage Gainsight to create actionable success plans," said Alona Markowitz, Director of Customer Success at ServiceTitan. Amit Sedlinsky, VP of Healthcare Customer Experience at Claroty, added, “The combination of Staircase AI's customer insights and Gainsight's automation allows us to elevate our CX practice, managing risk and opportunity while optimizing our resources."
Staircase AI was funded by Israeli VCs Disruptive AI and StageOne. "Staircase AI envisioned a disruption of Customer Success using AI, and now it will be accelerated with the Gainsight platform," remarked Yorai Fainmesser, General Partner at Disruptive AI. "We are in times of platform consolidations of SaaS solutions, and partnering with Gainsight is a promising outcome and direction."
