Spaces Guide for End Users
This article introduces Gainsight Spaces, a collaborative platform that connects you with your CSMs to streamline project tracking, share insights, and enhance communication within a centralized hub.
Overview
Gainsight Spaces is a platform designed to bring you closer to the CSMs you work with, providing a seamless environment for collaboration and information sharing. As an end user, you are invited by your Customer Success Manager (CSM) to join Spaces, where you can access key insights, track shared goals, and contribute to ongoing projects.
With Gainsight Spaces, you can stay aligned with your CSM, making collaboration easier and keeping progress on track in a secure, organized space tailored to your needs.
Collaborate with Spaces
Once your CSM invites you to collaborate in Spaces, you receive a welcome email confirming your access to this all-in-one collaboration hub. Follow the steps below to collaborate with your CSM in Spaces:
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In the invitation email, click the Get Started button. This takes you to the Community login page.
Tip: If you don’t see the email, check your spam or junk folder.
Note: If you already have a customer communities account, you can log in with your credentials. If you are new, you are prompted to create an account before proceeding.
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Once signed in, you are directed to your Spaces page. Here, you can:
- View shared reports
- Explore success plans
- See configured attributes
- Access relevant data
IMPORTANT: Your access is view-only. You cannot edit the data or reports.
- Understand View Behavior. Any changes you make to how data or reports are displayed, such as sorting or filtering, are temporary.
Note: Once you refresh the page, the view resets to its original format. - (Optional) To invite other users, click the Invite Users option.
Note
- Depending on your assigned permissions, you may have either Collaborate Only or Collaborate and Invite access. If you have the necessary permissions, you'll see the Invite Users option in Spaces next to your organization name.
- From the Invite to Spaces slide-out panel, you cannot assign specific permissions.
You are all set! Now you're ready to collaborate, review progress, and stay informed using Spaces.
If you have any issues accessing Spaces or using the platform, reach out to your CSM for assistance.
Widgets in Spaces
In your shared space, you can view key customer data, see personalized messages from your CSM, and access important content like metrics, reports, and updates, all curated to support your collaboration. However, you cannot change, add, or remove any content in the space.
Here’s how each widget appears in Spaces:
Banner Widget
At the top of your shared space, you can see a visual banner that includes:
- Your company logo and your CSM’s logo (if both are configured)
- A background, which can be an image, gradient, or solid color
- A welcome message from your CSM
- Your CSM’s profile details: name, title, email, and time zone
- An optional playable video, image, or GIF added by your CSM
This banner adds a personalized, welcoming touch to your space. While you can view the banner, you cannot change or customize it.
Summary Ribbon
You view key customer data organized into labeled sections, such as usage, health, or renewals. This summary gives you a quick and clear snapshot of what matters most.
If there are more than three sections, you scroll sideways to see everything. You can explore this data but not edit or rearrange it.
Spaces Notes
The Spaces Notes widget displays key highlights, important callouts, and links to supporting documents shared by your CSM. You can click on the links to access and download documents, and view any embedded videos directly within the widget.
Attribute Widget
You see grouped fields that show important customer information, such as support tier or health score. These are selected to give you meaningful insights.
Your view stays consistent and up-to-date. You don’t need to make changes, and editing is not available from your side.
Field Widget
You view individual data points, like account size or renewal date, each shown in its own block. These fields are chosen by your CSM or admin for clarity and focus.
You can read and understand this information, but you don’t edit or interact with it.
Standard Widget
You see essential details like your CSM’s name, your company name, and contract dates. These standard fields help you stay aligned and informed.
Your CSM manages what’s visible here. You can view the content, but you cannot modify or remove it.
Success Plans
The Success Plans widget helps you stay on top of the goals and tasks your Customer Success Manager (CSM) shares with you. It gives you a clear view of what’s planned, what’s in progress, and what you need to do.
You can do the following:
- View shared plans that outline key objectives for your company.
- Update your tasks.
- Read all tasks in a plan, even if they aren’t assigned to you.
- Add comments to tasks and collaborate with your CSM or team.
- You can view all tasks and plan information that has been shared with you.
If you are the owner of a CTA or task within a Success Plan, you can do the following:
- Edit CTA details such as status, due date, and task descriptions.
- Add comments and tag other users for collaboration.
- Mark tasks as complete.
- Add or update attachments and notes (if applicable).
- View plan information (but not edit it).
- Access all shared CTAs within the plan.
- Cannot share the Success Plan or create new CTAs or Success Plans.
If you are not the owner of a CTA or task within a Success Plan, you can do the following:
- View CTA details and task information in read-only mode.
- Add comments and tag users (if commenting is enabled).
- View all shared CTAs within the plan.
- View plan information.
- Cannot edit CTA fields, mark tasks complete, or update attachments.
- Cannot share the Success Plan or create new CTAs or Success Plans.
Reports Widget
As an end user, you can see several widgets that present key reports and data about your company. These widgets are designed to give you quick insights into performance, tasks, and shared goals.
While you can’t change or configure them, you can view and filter the information to stay informed.
You can additionally use the data visualization option to understand key metrics and support informed collaboration. This visualization is not saved upon page refresh, it is intended for quick viewing only.
Here’s what each widget in Reports shows and how you can use it:
Summary Ribbon
This widget appears at the top of the page and provides a high-level overview of key metrics and reports about your company or account. It always remains at the top and is not editable. You can view data such as KPIs (Key Performance Indicators), but cannot make changes.
Attributes Widget
This section displays specific fields (or attributes) related to your company, like industry, renewal date, or customer type. These fields are selected by your admin. As an end user, you can only view these values; editing is not allowed.
Field Widgets
Similar to attributes, field widgets show individual data points from your company record. These are also read-only for you. Admins and CSMs configure what appears here.
Reports Widget
This section shows general reports that apply to all users accessing the layout. These are not tailored to a specific company. You can view and filter the data in these reports, but you cannot modify or create new ones.
CSM Reports Widget
This widget displays reports that your Customer Success Manager (CSM) has specifically shared with your company. These reports are customized to your context and are not visible to users from other companies. You can interact with the report, such as applying filters, but not edit it.