Gainsight Admin Workload - at what point is it a full time job?

I know this is an older post, but it’s something I often wonder as well. There are some good points made here. I’m inclined to think that the extent to which you use the product and all of its potential features would be the most important factor, regardless of # of users. E.g. once you have  several integrations, rules,  JO programs, data ingestion jobs, etc. in place, it becomes more time consuming to troubleshoot and add additional customizations.

That said, I think the reverse is also true. When you have a large # of users and several departments use GS, then even if you’re only using a handful of features, you will still spend a lot of time maintaining the data integrity and streamlining cross-functional processes.

It’d be interesting to know the thresholds for each scenario.I think it’d be great to get a survey out there that would collect this type of information across numerous companies/industries (assuming one does not already exist).

I agree. I think there are a couple key factors that will force a company to have a full-time admin: number of users, number of cross-functional teams using Gainsight, etc). These factors for me tend to be about what will it take to keep Gainsight running smoothly. In my mind, this is a very reactionary position on wether you should have an admin. 

What I have found most successful for companies who are using Gainsight is to think much more proactively about what you want to build in Gainsight. Typically the first implementation of Gainsight just get’s the party started. The more you can think about what processes you want to automate and how you can improve customer adoption/expansions/renewals, you will get way more out of Gainsight. 

If you’re a company of 50 users and are thinking, I probably just need 50% of an admin to address bugs and make some improvements to the tool from time to time, I would suggest you’re looking at it wrong. Instead, I would think about do I have budget for 1-2 admins, and if I had time, what kind of pipeline of changes could we put together that would drive significant impact in my business. I find most companies are not thinking big enough about future possibilities versus just keeping the lights on. 

Hi All, 

I am seeing the need for additional admins in our organization. We are currently about 1.25 FTE’s dedicated to Gainsight. One of our biggest challenges is having multiple hats therefore taking a significant amount of time away from our daily roles (less focus on Gainsight). 

I would also look at what the future development pipeline is as well as the complexity of your data - we underestimated the complexity of our data and what’s necessary to accomplish our goals. This has required additional rules to be built, more testing, etc. 

Finally, from an operational perspective, we hit the tipping point at around 75 users - this has caused an increase of support tickets for our end users. 

Also note, that we are getting a lot of departments asking to use Gainsight! We have 9 or 10 different groups looking to utilize Gainsight and 5 actively in Gainsight.

Hope this sheds light on our experience and can provide ideas for your resourcing needs!