topic Re: Gainsight integration in Third-Party Apps

Gainsight integration

Patti_R — Thu, 19 Jun 2025 19:37:44 GMT

Hi! Not sure if this is the right board for this? We are a SaaS company whose sales team manages net new deals and customer success team manages our customer activities, including deals with existing customers (renewals, upsell with existing customers). Our CS department is in the process of implementing Gainsight. When the implementation is complete, we still intend on all deal related activities to be managed in HubSpot (even CS owned deals [ie. renewals, upsells]) but most of the account management activities will be in Gainsight. Our connection is unidirectional, so we can only send data from HS to Gainsight. Does anyone have a similar scenario? We're working through the data mapping exercise right now and are looking for some best practices related to managing this relationship between the two systems.

Re: Gainsight integration

BérangèreL — Fri, 20 Jun 2025 10:01:34 GMT

Hi @Patti_R, I hope that you are well!

Thanks for your post, that's exactly why the HubSpot Community is here for!

I'd love to put you in touch with our Top Experts and Community Members who also use the Gainsight integration: Hi @MSerratore, @HubDoPete, @KlemenHrovat and @miljkovicmisa do you have best practices to share with @Patti_R, please?

Have a fantastic weekend and thanks so much in advance for your help!
Bérangère

Re: Gainsight integration

altamash_syed — Fri, 20 Jun 2025 11:11:05 GMT

I am in the exact same situation the only difference being we've already implemented Gainsight but am struggling to send data to Hubspot. In my case, we are in midst of designing CSQL process where the leads created in Gainsight will flow into Hubspot as a deal. The issue I am running into is that when I am creating this action of upsert type, it says that I need to have recordId mapped

Re: Gainsight integration

BérangèreL — Tue, 24 Jun 2025 16:05:32 GMT

Hi @altamash_syed and @Patti_R,

Just to follow up on this, since this is a third-party application that has not been developed by HubSpot, you might want to reach Gainsight's Support Team (support@gainsight.com) also.

That would be your best next step since they created this integration, they'll be able to help you as well!

I hope this helps!

Thanks,
Bérangère

Re: Gainsight integration

Patti_R — Tue, 24 Jun 2025 16:14:02 GMT

Thanks @BérangèreL, I appreciate the response. My questions are related to best practices, not necessarily the technical piece of the implementation. We did talk to Gainsight and their response was essentially "we can set things up however you want us to", the problem is we don't know what we don't know, so I was looking for someone using both systems who could share how they are handling it.

Re: Gainsight integration

BérangèreL — Tue, 24 Jun 2025 16:17:17 GMT

Hi @Patti_R, thanks for the clarification!

Yes, I understood exactly this 😀 and that is why I have tagged some of our Experts and Community Members!

Let's see if we get some answers for you! 🤗

Thanks,
Bérangère

Re: Gainsight integration

RubenBurdin — Thu, 21 Aug 2025 17:54:30 GMT

Hi @Patti_R

I’ve seen this setup a few times and the challenge is always the same:

Once Gainsight becomes the system of record for CS, it’s easy for renewal or upsell context to get “trapped” there while Sales keeps working deals in HubSpot. A unidirectional flow HS > GS gives visibility one way, but your Sales team won’t automatically see the CS signals that matter most for closing renewals.

The best practice I’ve seen is to define a clear ownership model up front: HubSpot stays the master for all deal objects, while Gainsight can enrich those deals with health scores, usage metrics, and success plan progresss

Some teams create custom properties on HubSpot deals/accounts to capture those CS inputs and then map them directly from Gainsight. That way CS data is visible in HubSpot reporting without duplicating deal management

For teams that want to go further, many solve this with a sync layer rather than relying only on the native Gainsight connector. This lets them keep both systems in lockstep: CS activities, risk signals, and upsell opportunities flow back into HubSpot in real time, while deal changes in HubSpot update Gainsight instantly.

That’s exactly the problem we built Stacksync to address. Instead of a one-way push, Stacksync sets up a true two-way sync between HubSpot and Gainsight.

You decide the mapping rules and conflict resolution, and the platform keeps renewals, upsells, and CS context aligned across both tools without custom scripts or constant maintenance. Teams usually cut their integration effort by about 40% and avoid the silos that come with Gainsight-only data.

Happy to walk you through how this works in practice if it would be useful.