What users are saying about
27 Ratings
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Top Rated
377 Ratings
27 Ratings
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Score 8.6 out of 100

Gainsight

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Top Rated
377 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Likelihood to Recommend

ClientSuccess

Client Success is well suited to both growing and established companies who know what they want and need to track for their clients. With the broad ability to support numerous accounts, have multiple users, and its custom success cycles to map a clients progress, it would be a great solution for any Client Success team. I think that teams that are unaware of what they need to track wouldn't find Client Success as useful, and organizations that require a large number of custom client descriptions and variables would find certain limitations a barrier to successfully using this tool.
Cameron Kinney | TrustRadius Reviewer

Gainsight

Gainsight is great if there are multiple data sources that aren't easily viewed in a combined way or if users do not have access to all these data sources. Gainsight provides a way to get this information into one area that is easy to view by anyone that is involved with the account. It also allows for data back to other systems like Salesforce which is important for contributors that may not be in Customer Success. Gainsight is helpful for automation as well as building scenarios with a specific goal in mind - all of which helps with scaling across segments.In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
John Applebaugh | TrustRadius Reviewer

Feature Rating Comparison

Security

ClientSuccess
8.0
Gainsight
8.3
Role-based user permissions
ClientSuccess
8.0
Gainsight
8.3

Platform & Infrastructure

ClientSuccess
8.1
Gainsight
8.0
API
ClientSuccess
9.0
Gainsight
8.4
Integration with Salesforce.com
ClientSuccess
7.7
Gainsight
8.7
Integration with Marketo
ClientSuccess
7.9
Gainsight
7.6
Integration with Eloqua
ClientSuccess
7.9
Gainsight
7.3

Customer Data Extraction / Integration

ClientSuccess
8.6
Gainsight
8.5
Product usage
ClientSuccess
8.2
Gainsight
8.7
Help desk / support tickets
ClientSuccess
9.0
Gainsight
8.4

Customer Success Management

ClientSuccess
8.1
Gainsight
8.7
NPS surveys
ClientSuccess
7.1
Gainsight
8.8
Sponsor tracking
ClientSuccess
8.9
Gainsight
8.1
Customer profiles
ClientSuccess
8.7
Gainsight
9.0
Automated workflow
ClientSuccess
8.3
Gainsight
8.4
Internal collaboration
ClientSuccess
7.2
Gainsight
8.4
Customer health scoring
ClientSuccess
8.5
Gainsight
9.2
Customer segmentation
ClientSuccess
8.0
Gainsight
8.8

CSM Reporting & Analytics

ClientSuccess
8.0
Gainsight
8.9
Customer health trends
ClientSuccess
8.7
Gainsight
9.0
Engagement analytics
ClientSuccess
7.7
Gainsight
8.9
Revenue forecasting
ClientSuccess
7.0
Gainsight
8.8
Dashboards
ClientSuccess
8.6
Gainsight
8.8

Pros

ClientSuccess

  • ClientSuccess makes it easy for our customer success managers to manage their workflows and provides excellent visibility into our company's customer activity and engagement. We're able to log into CS and regularly check segments of our customers that need to be engaged with on a daily basis, log customer health, and be aware of approaching subscription renewals in order to pay appropriate attention to the right customers.
  • The user interface is easy to use, friendly in design, and quick to learn. They make it look attractive with bright color schemes without overdoing it too much.
  • As a customer success manager myself, I am appreciative of how this tool has kickstarted our fairly-new Customer Success department and made us much more organized and knowledgeable as a customer-facing entity.
  • Their customer success/support teams are excellent as well - which is to be expected. We've felt very well taken care of since we became customers of ClientSuccess.
Anonymous | TrustRadius Reviewer

Gainsight

  • Customer health score, which basically models how well your customers understand, and drive value, from your product.
  • CTAs, which you can trigger to your CS team in order to help them proactively reach out.
  • MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
✔Robert Riegel | TrustRadius Reviewer

Cons

ClientSuccess

  • The support view takes a few steps to get to the meat and potatoes.
  • The success score model can be improved to include smaller one-off campaigns. Success score is good for a campaign that has existed for a while but not for the one-off projects.
Vincent Springer | TrustRadius Reviewer

Gainsight

  • Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
  • CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
Mark Peterson | TrustRadius Reviewer

Likelihood to Renew

ClientSuccess

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 8.2
Based on 14 answers
Great tool and we've spent a lot of time getting it up and running. Unless something else comes a long that does a similar function for less money we will consider jumping cause we are always looking to save budget where we can. Till then I think we are satisfied with Gainsight at the moment.
Vinny Poliseno | TrustRadius Reviewer

Usability

ClientSuccess

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 7.3
Based on 11 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael | TrustRadius Reviewer

Performance

ClientSuccess

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 6.4
Based on 1 answer
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
Greg Haugen | TrustRadius Reviewer

Support

ClientSuccess

ClientSuccess 10.0
Based on 1 answer
They are SUPER responsive...even for late night inquiries.
Cale Conry | TrustRadius Reviewer

Gainsight

Gainsight 8.2
Based on 125 answers
The support team is wonderful! They are very responsive to questions and never just send you a link to a support article. They also have AMAZING documentation! They keep it current throughout all the iterations and changes and do a great job having content created before you know you need it. Did I mention that when needed, they take actual videos of the solution so you can mimic it in your environment? I've worked with many of the support team and have never been anything but impressed with each one of them.
Jen Loop | TrustRadius Reviewer

Online Training

ClientSuccess

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 5.5
Based on 2 answers
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Greg Haugen | TrustRadius Reviewer

Implementation

ClientSuccess

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 6.8
Based on 6 answers
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
Beth Power, MBA, CSM, SA | TrustRadius Reviewer

Alternatives Considered

ClientSuccess

HubSpot is excellent as it was an easy expansion from the sales and marketing work we were using it for. It meets our needs but isn't entirely as geared towards customer success like ClientSuccess. ClientSuccess has more bells and whistles that are out of the box vs. HubSpot, where the capabilities may exist but require a little more leg work.
Anonymous | TrustRadius Reviewer

Gainsight

After reviewing manual processes and other industry solutions along with our needs for integration and a Salesforce friendly solution, Gainsight was selected based on the breadth of product capabilities and the team of resources we would be partnering with. While there are other possible solutions, Gainsight has worked very well for our objectives
Carlos Gonzalez | TrustRadius Reviewer

Return on Investment

ClientSuccess

  • Within the first week, leadership was able to have more visibility into the lifestage and health score of each client
  • We needed to become more proactive as an organization and this platform has allowed us to do so with real-time metrics and reporting.
  • We needed to find a way to scale our approach, especially as our Client Success organization continues to grow, and this is already helping.
Samantha Berquist | TrustRadius Reviewer

Gainsight

  • So far, our primary outcome has really been improving employee efficiency. We have gone through a pretty major reorganization of our customer success team and are pushing our CSMs to support more customers than ever. Gainsight has been an essential tool to allow them to support more customers without losing the high level of support our customers have come to expect. Many of our CSMs went from supporting 40-45 customers to now supporting 60+ with minimal effort.
Katie Baker | TrustRadius Reviewer

Pricing Details

ClientSuccess

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Gainsight

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

ClientSuccess
7.9
Gainsight
9.0

Likelihood to Renew

ClientSuccess
Gainsight
8.2

Usability

ClientSuccess
Gainsight
7.3

Reliability and Availability

ClientSuccess
Gainsight
8.2

Performance

ClientSuccess
Gainsight
6.4

Support

ClientSuccess
10.0
Gainsight
8.2

Online Training

ClientSuccess
Gainsight
5.5

Implementation

ClientSuccess
Gainsight
6.8

Scalability

ClientSuccess
Gainsight
7.3

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