GainTrace review: customer success software with explainable health scores and churn prediction. Free for 25 companies, paid plans from $99/month.
Researched and fact-checked by Bartu Cavusoglu · Updated October 26, 2026
GainTrace is customer success software for B2B SaaS companies. It gathers product usage, billing, support and CRM data into one customer health score for each account, so a team can see which customers are drifting toward churn while there is still time to act.
The company describes the product as a platform that runs without a dedicated admin. A default scoring profile and pre-built playbooks are included, and setup is self-serve. It is built and operated by Girasol Technologies LLP, founded in 2025 and registered in Ahmedabad, India, and sold to customer success, RevOps and founder-led teams worldwide.
After connecting a CRM such as Salesforce or HubSpot and a billing source such as Stripe, every account receives a 0 to 100 score on the first refresh. Health inputs refresh every six hours and write a dated snapshot, so each account has a trend history rather than a single number.
The score is built from weighted dimensions: usage, adoption, engagement, sentiment, revenue, support and CSM pulse. If a dimension has no data source, it is skipped and the others renormalize, and the Settings screen states what feeds each dimension. Each account shows the signals behind its score with their weights and dates.
Trace AI reads usage, billing and support data and highlights which accounts need attention. A churn percentage appears only when an account has data on 2 of 8 evidence channels and model confidence clears 0.25; otherwise the read shows a band labeled early data.
The platform ships with nineteen built-in signal types, including usage drop, champion left, payment failed, login inactive and NPS detractor. Usage drop fires on a 50% fall over a trailing 14 days against the prior 14. Signals can be switched between needing action and informational.
Playbooks cover usage decay, champion departure, support spike, power user expansion, billing mismatch and stalled onboarding, and can be customized or built from scratch in a no-code builder. Actions are pushed into Salesforce and HubSpot as tasks and activities, with Slack alerts and email follow-ups. Frequency caps, approval gates and audience exclusions limit over-communication.
Reporting comes as eight prebuilt boards. Retention Overview shows NRR, GRR and ARR over twelve months with a revenue waterfall, and Team and coverage lists each CSM's accounts, ARR, at-risk ARR and 90-day renewals. Widgets export to CSV, and Playbook Analytics tracks save rate and revenue impact per workflow.
GainTrace is customer success software for B2B SaaS companies. It combines product usage, billing, support and CRM data into one explainable health score per account and flags churn risk early. It also runs rescue and expansion playbooks.
GainTrace is free for the first 25 companies. The paid plan starts at $99/month for 100 companies, or $82/month billed annually, and rises to $999/month for 2,500 companies. Enterprise starts at $1,500/month.
GainTrace has a free plan that covers 25 companies, with no credit card and no trial clock. Upgrading keeps the scores, timelines and connectors already set up.
It connects to Salesforce, HubSpot, Stripe, Slack, Intercom, Zendesk, Mixpanel, Amplitude, PostHog, Segment and others. BigQuery and Snowflake are available on Enterprise. An API, webhooks and an SDK are also offered.
The company says no. A default scoring profile and pre-built playbooks are provided, and setup is self-serve and free. White-glove onboarding is optional at $999 one-time.
It weights usage, adoption, engagement, sentiment, revenue, support and CSM pulse into a 0 to 100 score. Inputs refresh every six hours, and dimensions without data are skipped rather than scored as zero.
No. The paid plan includes unlimited teammates and viewers, and the price depends on how many companies you track.
Data is EU-resident by default in Ireland (eu-west-1) on every plan, and a DPA is included on every plan.