Give customer success a direct line into the roadmap

Overview

The Gainsight CS integration, built by Gainsight, connects customer success and product teams in both directions. Customer success managers submit product requests from the accounts they know best, and the features those requests turn into report their progress back to Gainsight.

Push product requests from C360

CSMs submit feedback and feature requests from the Product Requests tab in Gainsight C360. Each request lands on Productboard's Insights board as feedback, enriched with the customer's health score, account context, and up to 15 configurable Company fields.

Bring customer health into prioritization

Requests arrive carrying the health of the accounts behind them, so the product team can surface what at-risk accounts need before committing the roadmap. Highlight insights within the feedback and link them to feature ideas the same way as any other source.

Track progress back in Gainsight

Feature status and estimated launch dates sync back into C360, so CSMs see where a request stands without asking the product team. Customers get updates from the person who owns the relationship.

Setup

A Gainsight admin sets up the integration from within Gainsight, using a Productboard access token obtained from the product management team.

1. In Gainsight, go to Administration → Connectors 2.0 and select the Productboard connector.
2. Enter a connection name and your Productboard access token.
3. Add the Product Requests tab to the C360 layout.
4. Configure company mapping via CSV upload (up to 2 MB), and optionally sync Productboard data back into Gainsight.