What users are saying about
22 Ratings
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Top Rated
358 Ratings
22 Ratings
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Score 8.8 out of 101

Gainsight

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Top Rated
358 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.5 out of 101

Likelihood to Recommend

ClientSuccess

ClientSuccess is perfect for the growing small-to-medium business like ours. It's simple and easy enough to quickly implement as a starter solution, but also robust enough to support multiple Customer Success teams. It may fall a bit short in terms of an enterprise organization in scale, customization, and flexibility. However, I can see enterprise organizations using different instances of ClientSuccess, perhaps for different departments or sections, if those organizations didn't need overarching analytics
No photo available

Gainsight

I feel like this is very similar to the last two questions... What I like:CTASHeath ScoreRules EngineFlat architecture What needs work: User interface
✔Robert Riegel profile photo

Feature Rating Comparison

Security

ClientSuccess
8.0
Gainsight
7.8
Role-based user permissions
ClientSuccess
8.0
Gainsight
7.8

Platform & Infrastructure

ClientSuccess
8.0
Gainsight
8.1
API
ClientSuccess
7.7
Gainsight
7.9
Integration with Salesforce.com
ClientSuccess
6.1
Gainsight
9.7
Integration with Marketo
ClientSuccess
9.1
Gainsight
7.6
Integration with Eloqua
ClientSuccess
9.1
Gainsight
7.3

Customer Data Extraction / Integration

ClientSuccess
7.4
Gainsight
8.1
Product usage
ClientSuccess
7.7
Gainsight
8.5
Help desk / support tickets
ClientSuccess
7.2
Gainsight
7.8

Customer Success Management

ClientSuccess
7.2
Gainsight
8.8
NPS surveys
ClientSuccess
7.2
Gainsight
9.3
Sponsor tracking
ClientSuccess
6.7
Gainsight
7.9
Customer profiles
ClientSuccess
8.3
Gainsight
9.3
Automated workflow
ClientSuccess
6.9
Gainsight
8.3
Internal collaboration
ClientSuccess
6.5
Gainsight
7.9
Customer health scoring
ClientSuccess
7.5
Gainsight
9.7
Customer segmentation
ClientSuccess
7.0
Gainsight
9.3

CSM Reporting & Analytics

ClientSuccess
7.3
Gainsight
9.1
Customer health trends
ClientSuccess
8.0
Gainsight
9.4
Engagement analytics
ClientSuccess
7.1
Gainsight
8.9
Revenue forecasting
ClientSuccess
6.1
Gainsight
9.1
Dashboards
ClientSuccess
7.7
Gainsight
8.9

Pros

ClientSuccess

  • Ties together different pieces of information such as usage, costs, tasks, and health all into one place for easy comprehension.
  • Helps me manage the ClientSuccess team and see what needs to be done client by client before churn.
  • Provides an opportunity to scale our processes by applying playbooks (SuccessCycles) to each client.
Samantha Berquist profile photo

Gainsight

  • Gainsight helps managers monitor their employees' client interactions.
  • Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
  • Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.
Anna Whitehouse profile photo

Cons

ClientSuccess

  • More flexibility on the usage that is shared to the platform without having to manipulate anything on our end first.
  • Great reporting on Client Pulse (a manually set health metric per client) and would love to see even more reporting on overall health scores (success scores) that tie in additional information.
Samantha Berquist profile photo

Gainsight

  • Workflow from an admin perspective leaves something to be desired. For example, creating a CTA for our CSMs so send to their customers requires access to 3 completely separate admin areas of Gainsight. 1. Journey Orchestrator to create the email template 2. Cockpit to create the playbook and 3. Rules Engine to actually create/send the CTA. This is a fairly simple task and one we do often, but the whole process seems disconnected.
  • Reporting on admin related data could also be a big improvement. The dashboards and tools to report on our customer data is great, but finding information to help me better manage/update our ongoing templates, rules, etc. is difficult.
Katie Baker profile photo

Likelihood to Renew

ClientSuccess

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 8.3
Based on 14 answers
Gainsight is a highly integrated tool that allows us to make our business better. We feel that it is essential to the future of our business.
Ben Michael profile photo

Usability

ClientSuccess

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 7.4
Based on 11 answers
Using the tool I don't think is very difficult. I do think there is a major learning cover to support and stand the tool up. There is a lot to learn when first getting started with MDA tables and rules. But once you get one or two under your belt they are very repeatable and easy to use.
Vinny Poliseno profile photo

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 profile photo

Support

ClientSuccess

ClientSuccess 10.0
Based on 1 answer
They are SUPER responsive...even for late night inquiries.
Cale Conry profile photo

Gainsight

Gainsight 8.5
Based on 112 answers
Gainsight is a great tool and I know there is a lot of potential to get better. I have a background in startups where there is a lot of data passing between customers, departments, and people. A lot of it can be lost and/or cluttered, but with Gainsight you are able to capture that data that passes between customers and their trading partners. From that data you can isolate what you are looking for and run a report that gives you insight. You also have Call To Actions which are great ways to stay proactive, sometimes I think I would feel lost without these. The customer health scores are great ways to get a pulse on the health of an account and if utilized correctly you can be very accurate. Dashboards are great as well because they can give you a view into specific types of reports about your accounts that can help you stay on top of your book of business. If I want to view my book of businesses overall health score I can view that, if I need to see a revenue pattern I can view that. The tool is great and I am excited for the improvements.
Ian Cummings profile photo

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 profile photo

Implementation

ClientSuccess

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 7.0
Based on 6 answers
We worked with an amazingly supportive team.
Jen Jackson profile photo

Alternatives Considered

ClientSuccess

Overall, we chose ClientSuccess over others because of the easy to use interface, the ability to tie everything we need into one place and have real-time reporting to prevent churn.
Samantha Berquist profile photo

Gainsight

While Gainsight works with Salesforce, I know that at my past company we only used Salesforce to support our customers. It was not the best tool because the checks and balances that Gainsight provides are lacking in Salesforce. If you are serious about customers health and success I can say that having both Gainsight and Salesforce you will increase your production and results.
Ian Cummings profile photo

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 profile photo

Gainsight

  • Increased visibility of CSM activities across the organization
  • Improves CSM processes
  • Integration to NPS scoring
Michelle Janco profile photo

Pricing Details

ClientSuccess

General

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

Gainsight

General

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

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