How did you build the right environment to support the launch of Gainsight?

An understanding of the process and events which you want to track and take action is essentially the horsepower of your Success engine.  Don't understand where in the lifecycle a customer is, they should be, and how to get them to and from? It's going to be an exercise in vain

Once your process is covered then you need a technical resource who can understand relational data, data types, and integrate the process using the tools at hand whether it be Gainsight Rules Engine or traditional SalesForce tools.