Gainsight CS

Score8.8 out of 10

695 Reviews and Ratings

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Gainsight CS

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What is Gainsight CS?

Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to Gainsight’s platform includes access to the company's thought leadership and the Pulse community.

To see how companies like Okta, SAP Concur, and Box currently use Gainsight, visit www.gainsight.com.

Categories & Use Cases

Media

Screenshot of the Journey Orchestrator, used to build personalized, scalable customer journeys with lifecycle-based emails, playbooks, and triggered workflows, so no customer slips through the cracks.

Screenshot of an AI Cheat Sheet. These offer AI-generated summaries, suggestions, and insights tailored to each account—so CSMs spend less time analyzing, and more time acting.

Screenshot of AI Scorecards. These are used to analyze renewal and churn data to recommend new measures, refine weights, and create high-impact scorecards (or refine existing ones), to forecast with more precision and act with confidence.

Screenshot of Success Plans, where users can create clear, outcome-based plans with customers—then track progress, assign owners, and show stakeholders exactly how value is being driven.

Screenshot of Gainsight Home, which provides one place for customer success teams to prioritize, act, and prove impact—powered by real-time insights, AI signals, and workflows designed to drive retention and expansion.

Screenshot of Customer 360. This interface brings together usage data, health scores, playbooks, and account details into one unified view.

Screenshot of Dashboards & Reports, with customizable dashboards and reports to surface what matters most.

Screenshot of the Renewal Center. This includes AI to predict renewal outcomes, boosting forecasting accuracy.

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Screenshot of the Journey Orchestrator, used to build personalized, scalable customer journeys with lifecycle-based emails, playbooks, and triggered workflows, so no customer slips through the cracks.

Integration with Salesforce.com
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Category average: 9.1
NPS surveys
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
Category average: 8.8
Customer profiles
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
Category average: 8.7

Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Category average: 8.4
Sponsor tracking
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
Category average: 7.8
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Category average: 7.4

Most Frequent Users

Top 3 industries using Gainsight CS.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Information

47.7%

284 installations of 596

“It has provided us the ability to get a pulse on all our customers and focus on the most import ones to help increase ARR and reduce churn”
— Sr. CSM, Staffbase

#2 most frequent

Professional, Scientific, and Technical Services

19.0%

113 installations of 596

“We have our app data connected to it so we can monitor health scores and understand how our customer base is from a health perspective.”
— Digital CS Program Manager, Sumo Logic (Mid-sized Companies)

#3 most frequent

Manufacturing

5.4%

32 installations of 596

“Reporting on customer's health and TTV”
— Sr implementation manager, Cofactr

Pros

Provides comprehensive dashboards and reporting for visualizing account health.
Centralizes diverse customer data into a single source of truth.
Offers effective health scoring for predicting churn and proactive management.

Cons

User interface and experience are frequently described as clunky, unintuitive, and inconsistent.
Reporting and dashboard functionalities have limited customization options and lack intuitiveness.
Success Plans and Snapshots are perceived as clunky and difficult to use.

Marina Schenk View profile

Strategic Customer Success Manager in Customer Service at Sendbird (201-500 employees)

Use Cases and Deployment Scope

We would use it for account success plans, risk mitigation, NPS automation, campaign tracking, and reporting. Gainsight is really great for having all your tasks, agreed success plan, reporting, and health score in one place. Not only did our CSMs, SEs, and AMs use it, but it was also a valuable tool for leadership to gain insight into account activity, risk, and opportunity.

Pros

One source of truth for all things CS - managing day-to-day tasks.
Getting ahead of the risk by having a very detailed and evolving health score system. Gainsight's CSM was incredibly helpful in building our risk mitigation plan using the health score, sharing their best practices.
Having a mutually agreed upon Success Plan that you can share with the customer. It was also incredibly helpful with assigning other parties to take actions, along with due dates and reminders

Cons

The email formatting with templates could be improved.

Return on Investment

Mitigating churn by getting ahead of risk with the health score system and triggers.
Nothing is slipping through the cracks with account plans and action items tied to an owner.
Ability to review the past year and pull it into a QBR, showing all the progress and action you took with the customer.
Higher response volume with NPS automation and email templates + action items.

Usability

Alternatives Considered

ConnectWise Automate, Atlassian Jira and Bigin by Zoho CRM

Other Software Used

Atlassian Jira, Atlassian Confluence, Google Workspace

Sadan Shabir View profile

Customer Success in Sales at Aryaka Networks (201-500 employees)

Use Cases and Deployment Scope

We are using Gainisght CS in related to the Customer success. We track our customer escalations, support cases, their monthly/quarterly/annual usage using Gainsight CS. The UI is prety simple to use for anyone. I have seen newly hired people in our CS department to start Gainsight CS from the very first week even when they havent received any training. There are a lot of pros we see in using Gainsight CS like we have configured it even with ZOHO CRM, the moment we make any change in our renewal pipeline in the CRM, it gets quickly reflected in Gainsight CS. The Gainsight CS dashboard gives a lot of information about the present scenario of a customer's project like the usage, how many active projects we have, the monthly reports, the deployment percentage and the number of active and inactive users. This means a lot for someone who works in a revenue generating teams. Because before the customers calls we just have to take 5 minutes to look at the present state of the customer which helps to navigate the call towards the positive side of the ongoing project. Indirectly it builds a good reputation as well infront of customer.

Pros

Its Dashboard
The reports
Usage and deployment graphs
Its capability to integrate with multiple other tools we use

Cons

The customization of the dashboards can be a hard work of the admin team or of the CS Ops team. It cost us a lot of bandwidth in setting up the dashboard based on our Senior management's liking.
The cost can be a bit lower compared to where it is at present.

Return on Investment

The ROI has been amazing, hugher than our expectations. We calculated a ROI of 143% recently.
The automated churn or possible churns Gainsight CS highlights to us as CSMs always makes us think that Gainsight CS was truly a great buy for us.

Usability

Sreeja Sreedharan View profile

Technical Program Manager in Corporate at Rockwell Automation (5001-10,000 employees)

Use Cases and Deployment Scope

We use Gainsight CS in our Digital Engagement Team for Enterprise Customer Experience. Gainsight has been a very useful tool in getting our work done on a daily basis for the CSMs as well as the Admins. Gainsight sends welcome emails for any new offer purchased, we have our entire CS org data architecture built in Gainsight and we use a lot of reports and create dashboards to look at analytics. This serves a great purpose for customers, CSMs and Gainsight users alike

Pros

Dashboards
Data Designer
Reports
Journey Orchestrator

Cons

Editing query in the existing Journey Orchestrator Programs instead of rebuilding in case of any changes. This is one of the biggest challenges that we face now
Email templates feels so outdated and doesn't support any creative designs
Surveys - I don't think the survey feature is updated in a long time. This needs a lot of changes. We use these surveys to send to customer for feedback and generate CTAs

Return on Investment

Meets the business goals we set using Gainsight
Good insight to CSMs and business on data

Usability

Jake Smith View profile

CS Revenue Operations in Customer Service at Jellyfish (MA) (201-500 employees)

Use Cases and Deployment Scope

We use Gainsight as our primary CSP downstream of SFDC, and the central connection for all customer data and interaction. We seek to understand the who, the what is going on at each account and attempt to monitor the lifecycle as well as risks that appear.

This means that we need to ingest product usage data, contact data, etc. to make informed decisions.

Pros

Flexible Data Architecture
Automated customer journeys and email programs
Call to actions

Cons

Non-friendly UI for consolidating data across dozens of places
Home page and dashboard building left a ton to be desired
Horizontal scroll bar atop the 360 is highly inefficient. Hard for a user to know what else exists past the first 4 tabs
Displaced areas of management such as success plans, goals, etc lead to exhausting data entry for reps just to get data

Return on Investment

Allows us to pull together vast amounts of data to make decisions
Requires tons of time for CSMs to keep their books clean

Usability

Alternatives Considered

Rocketlane

Other Software Used

Salesforce Sales Engagement, Glean, Claude Code, Rocketlane

Sydney Bennett View profile

Customer Operations Analyst in Customer Service at Flexera (1001-5000 employees)

Use Cases and Deployment Scope

Our team uses Gainsight as our main Customer Success Platform, our CS teams live in the GS and document all relevant customer interactions there. We use it as a single source of truth for the CSMs. We also have complex data that we are able to present in ways that allow data driven conversations with the customers. GS has been an integral part of our Customer Success journey.

Pros

Track interactions with customers in one place
Host digital email journeys
layered data - rules and lookups to make the data interconnected
reporting and dashboards

Cons

Reporting and dashboard editing/customization
Error messaging is unclear and not at all helpful for admins
documentation is often outdated or unclear

Return on Investment

Risk and Churn mitigation - early detection has shown a clear impact in the numbers
CSQLs

Usability

Alternatives Considered

Salesforce CRM Analytics

Other Software Used

Databricks Data Intelligence Platform, monday.com, Gong

Totango

ClientSuccess

Strikedeck (discontinued)

ChurnZero

Gainsight CS

What is Gainsight CS?

Categories & Use Cases

Media

Gainsight CS Key Features

Top Performing Features

Integration with Salesforce.com

NPS surveys

Customer profiles

Areas for Improvement

Help desk / support tickets

Sponsor tracking

Revenue forecasting

Who Buys & Uses Gainsight CS

Most Frequent Users

Information

Professional, Scientific, and Technical Services

Manufacturing

Most Frequent Users

Small Businesses

Mid-sized Companies

Enterprises

Most Frequent Users

United States of America

United Kingdom of Great Britain and Northern Ireland

Canada

Most Frequent Users

Customer Success

Product Management

Engineering

Gainsight CS Reviews

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