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Gainsight CS

Gainsight CS

Overview

What is Gainsight CS?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 18 features
  • Integration with Salesforce.com (204)
    7.9
    79%
  • Automated workflow (208)
    7.9
    79%
  • Customer health scoring (210)
    7.0
    70%
  • Dashboards (212)
    6.7
    67%

Reviewer Pros & Cons

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Pricing

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Subscription

$2,500

Cloud
Per Company Per Month

Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.gainsight.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

7.1
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.7
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.6

Customer Success Management

Customer Success Management

6.3
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.1
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Product Details

What is Gainsight CS?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur, and Box use Gainsight at www.gainsight.com.

Gainsight CS Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Billing
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com
  • Supported: Integration with Marketo
  • Supported: Integration with Eloqua

Additional Features

  • Supported: 360 Customer View
  • Supported: Cockpit
  • Supported: Timeline
  • Supported: Success Plan
  • Supported: In-product best practices library of resources

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.Screenshot of Empower your team with a single source of truth for every customer. Consolidate data from multiple sources and design tailored 360 layouts for every stakeholder to see relevant data quickly and take action.Screenshot of A central location to automatically log correspondence, capture contextual information on person-to-person interactions, and easily understand a customer’s history.

Gainsight CS Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security

Frequently Asked Questions

Totango, ChurnZero, and Strikedeck (discontinued) are common alternatives for Gainsight CS.

Reviewers rate Product usage highest, with a score of 8.5.

The most common users of Gainsight CS are from Mid-sized Companies (51-1,000 employees).

Gainsight CS Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)60%
Enterprises (more than 500 employees)30%
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Comparisons

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Reviews and Ratings

(446)

Attribute Ratings

Reviews

(1-25 of 222)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight allows us to integrate insights we have with the customer into our SFDC environment and notify a wider audience of potential account risks and categories. Overall, the tool provides a comprehensive method to tracking account engagement and risks.
  • Ability to search through all engagement notes
  • Ability to ensure that all accounts have reportable stakeholders at each customer
  • Ability to market and mass email customers about important information
  • Would love to see a Gainsight OPs/Admin checklist that guides CS Ops team through specific pieces of information needed to execute specific playbooks (best practices)
  • When creating reports, sometimes it's difficult to find the correct variable that you are looking for as it's nested under various categories
  • Would love ability to "heatmap" specific individual customer engagement based on CSM inputted customer contacts at meetings
  • Would love to see more analysis on engagements - how often, how frequent - built into the product
Well suited for: consolidated and organized note taking tracking stakeholders contact information if properly configured - identifying and categorizing risk categories less appropriate setting up customer journey takes quite a bit of work to implement and make use of - want best practices baked into the product - "customer journey wizard" reporting is robust but clunky to set up reports and get meaningful data
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I use Gainsight everyday to review my book of business of 17 global enterprise customers who use our platform. There are integrated dashboards from Plateau that show usage of the platform, helping me determine how healthy the account is. There are also native dashboards within Gainsight that indicate if I have CTA's, who is due for a Business Review, what has been accomplished with accounts and playbooks if actions are needed to help drive engagement and adoption.
I also log activities in Gainsight relating to meetings, phone calls, chats, Strategic Business Reviews and more. The Gainsight Assist plug-in to Google Mail is also very helpful so that I only have to check the box and the email is registered as an activity.
  • Logging activities
  • Dashboards on usage
  • Dashboards on personal activities relating to accounts
  • Looking for more integrations into Chat tools to log Chat activities
  • Gainsight Assist plug-in seems to break regularly
  • Sometimes it runs slow
CSM's need some tool to help them track their customers, automate CTA's (especially for those in a one-to-many, Scaled CSM role) and dashboards to see what has been achieved with accounts, in addition to holes where more needs to be accomplished. Gainsight is also a tool that can be used to CYA so that when Sr. Management is asking about churn mitigation or why there are issues with an account, the documentation in the tool documents the efforts made by the CSM.
Tara Aldridge | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
My team use Gainsight to run our strategic engagments with customers during their life cycle with us. This includes business process reviews and renewal management combined with reporting and ongoing engagements
  • C360 view of an account
  • Reporting
  • Playbooks
  • Being able to see things at a glance, allowing me to make informed decisions quickly
  • The timeline allows me to look at the experience a customer has had with us over their life time
The ability to configure GS to meet our needs is great. The playbooks allow us to manage engagements in a standardised way while still being responsive to our customers
Andor Fuhrer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Benchling was building out their Customer Success org and needed a platform that can enable CSMs to manage their book of business, get fast insights on customers and a way to proactively alert CSMs on when to engage with customers. Additionally we also wanted to build a digital segment that would solely rely on 1:M email communications.

Retention was starting to rear its ugly head, so having a platform that can allow us to use a comprehensive health score to catch early signs or risk; best-in-class process on identifying, managing and mitigating risks and visibility to executive leadership and cross-collaborating teams was one of the reasons we went with Gainsight.

We (CS Ops) were also tasked to do more with less, which inspired us to create a digital segment that can be sustained off of digital 1:M engagements with Gainsight's Journey Orchestrator (JO). With JO, we can create year-long monthly product usage updates to customers, ensuring they are aware of all new product features that can assist them with reaching their business goals, as well as efficient CSM interventions when needed
  • Gainsight's Data Designer is a powerful tool that allows you to create new tables/data sets from different sources (Create a new table by merging Snowflake, SFDC and Gainsight data that you can use for reporting or be the engine of calls to actions)
  • The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation
  • Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments!
  • Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers!
  • Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year
  • Success Plans are good, but I think there can be some upgrades made that can make them more interoperable with other functions/workflows we establish within Gainsight
  • Reports/Dashboards are good and comprehensive, but some UI enhancements can be made that will fall in line with other reporting tools out there
Gainsight is a fantastic, user friendly customer success platform that will work for companies starting up their Customer Success journey or well established enterprise customers with a mature CS program. From my experience, Gainsight has always been two steps ahead of where we want to drive our customer success team and never feel they have any product feature limitations, at least nothing major missing.

Their Journey Orchestrator is great for 1:M communications, creating customer surveys to collect value driving customer insights and allowing CSMs to take action if customers are not engaging with these comms.

It is also very interoperable with other major platforms, and with data designer, your admins have the ability to curate, clean up and design new data sets, which is so useful since we know our internal data is never that great :)

Gainsight isn't a magic wand and with any platform, organizations need to use the opportunity to re-imagine some legacy workflows and always have an appetite to innovate since Gainsight can definitely support those innovations!
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight to track interactions with our clients and gauge the sentiment of those interactions. We use it to track and action upon customer health and create mutual success plans. We also use it to track client usage of our product and automate CTAs based off client interactions and health score.
  • Client Health Scoring
  • Mutual Success Planning
  • Reporting on client interaction, health and sentiment data
  • Community articles could be more helpful or explain things in a more clear manner
  • intuitiveness of report building
  • Intuitiveness of data syncing between systems
Gainsight has helped us keep track of customer health through various data points. It has allowed us to focus our touch points and engagements based on customer health as well as things like drops in usage, POC leaving the company, new POC, surveys, support cases etc.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight solves many business problems for my organization. Before our adoption of Gainsight, we had no metrics about our customer usage, their overall health as a customer, or the personas with which we were engaged.

We now use data to drive customer interactions, orchestrate journeys based on customer segments, and can proactively monitor risk or buying signs.

Gainsight has also replaced our old surveying tools, to allow us to run a more holistic VOC program.
  • Risk Management
  • Creates Calls to Action, to drive outcomes
  • Measures accounts based on multiple measures, not just the CSM's Sentiment
  • Sometimes tying Salesforce Data into Gainsight objects can be challenging. (I don't believe this is a true Gainsight limitation)
  • I would love to see the ability to create a dashboard directly from JO Analytics, to help save time recreating measure the program analytics already provide. (Since the JO program analytics aren't extensible to everyone, a dashboard needs to be created )
It manages the customer journey and allows CSM's to spend their time wisely where help is needed. It allows your organization to scale, and send things on their BEHALF that they are managing themselves today which are not value-adding exercises. Think about the ability to identify customers that are not upgrading to your latest technology, and driving them to do so on the CSM's behalf.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use Gainsight to be the endpoint Customer Success Platform tool for all of our post-sales teams. I build, manage, and integrate customer data related to their usage, support, onboarding, solutions, and LMS data to drive proactive actions and decisions based on the data configured. With Gainsight's CS product, we're able to quickly determine health, areas for improvement, and areas of risk & concern very quickly and address them with action.
  • Health Scoring.
  • Integrations
  • Best Practices in CS (Community, docs, admin Slack channel).
  • Actions (CTAs).
  • Success Planning (ROI Tracking).
  • Reporting/Dashboarding.
  • Bi Functionality.
  • Email & Surveys.
  • Success Snapshots - Not Easy to use.
  • Horizon Analytics Rules Engine - Bionic still proves to be better.
  • In Line Report Editing - Only allowed on the home page and in 1 report type on the Company object.
Gainsight is well-suited for all CS teams and segments. It does an excellent job of organizing your data and allowing you to take action in many ways. It can help you be predictive by connecting data sources such as product usage data or support data. It can tackle a 1:many CS model where you need to communicate with several customers at once.
Andrew Loomis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is used to track customer engagements, create success plans, and measure the health of our customers. Initially our implementation was focused on "inputs" into the system to ensure compliance with our recommended engagement cadence. In recent years, we've shifted focus more towards outputs and leveraging Gainsight to inform our CS team on the actions they need to be taking with their customers. This is where the real value shines. If you're just using Gainsight as a management reporting tool, you're doing it wrong - CSMs and their leaders should be using this to manage their day-to-day activities.
  • Easy to use UI.
  • Doesn't require lots of training; lots of new hires come in with experience.
  • The support we get from their account team is top-notch.
  • There seem to be a lot of limitations around fields (adding/removing/renaming) that can't be worked around.
  • It can feel like "extra work" for CSMs - more focus on baking its use into existing workflows.
  • Integration with renewal/expansion forecasting tools.
Gainsight is the gold standard when it comes to CSPs. It is best suited for CS organizations that are a bit more mature, for young startups this is probably overkill. Customers who work in CS-at-scale organizations will find this tool particularly useful due to the journey orchestrator capabilities that allow for the automation of common CSM tasks. Strategic and enterprise-level CSMs may find less value because "every one of their customers is a snowflake that can't benefit from automation."
Michael Worthen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am the admin of Gainsight for my company, and we use it in our Customer Success organization to automate processes that free up time for our team. We have automated emails set up that go out periodically to customers that fit specific criteria, which takes that off the plate of our Customer Success Managers. We also utilize CTAs as reminders and checklists for tasks that need to be done on a daily basis.
  • Reporting
  • Automated Emails.
  • Task Tracking
  • I would like to see a little more customization with IF ANDs within Reporting, Rules, and Programs.
  • I would like to see Data Designer become a little more user-friendly.
Gainsight is well suited for automating email sends for specific daily tasks such as Renewals. Reporting is also a thing Gainsight does well because it allows you to utilize any and all information that is being used within GS for data points to help with engagement and usage.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is being used at our organization as a customer success tool to trigger knowledge-based actions in order to ensure customer retention and product adoption.
  • Triggering actions based on knowledge and information gathered from the account.
  • Showcasing a 360-degree view of the customer account.
  • Giving you the capability of aligning multiple sub-customers under the same customer by the relationship View.
  • Since Gainsight works on top of Salesforce lightning can be a bit latent in Speed and Performance.
  • There is no way to get alerts for individual accounts you only can set up a feed which gives you alerts for all the accounts.
  • Frequent timeout errors.
Managing multiple relationships with customer as well as the customer success life cycle.
Score 9 out of 10
Vetted Review
Verified User
Our Client Success team uses Gainsight CS in connection with Salesforce as our CRM. All customer communication activities are logged in Gainsight CS, account information is stored there, and we use healthscoring, success planning, calls to action, and reporting to help manage day-to-day work with customers. Additionally, we utilize Gainsight CS for automated email campaigns to our clients to support them in the best and most scalable way possible. As a leader on the team, I work with our operations team to optimize our Gainsight CS application, so it's relevant and helpful for our CSMs. I also use it to manage my day, with manager-directed calls to action and real-time reporting to track my team's performance.
  • Logging customer activity is incredibly intuitive and easy for team to do and reference.
  • Using the rules engine to generate CTAs for our team to intervene where needed has been helpful in automating relevant activities in bulk. We have a churn prevention program run through CTAs where Gainsight CS will notice risk criteria we've built in, then alert CSMs and their managers of potential risk concerns, like low product adoption or negative survey response, with clear next steps and actions laid out for what to do.
  • More broadly, it has inspired a new mindset on our team for how to work with customers. Through working with Gainsight CS, they have become less transactional and look at accounts more holistically. Success Plans allow for this, as they create plans with customized customer goals and the tasks it will take to achieve those goals.
  • Reporting: Reports are difficult to configure and customize. Don't get me wrong, the reporting engine in Gainsight CS is incredibly powerful and pretty much does anything if you have the expertise to do it. Our managers get frustrated when they can't figure out how to create their own reports, or filter existing ones to get what they are looking for.
  • We are heavily reliant on our in-house Gainsight Admins. We have a full staff of them (5 in total), and they came in with outside Gainsight knowledge. Prior to hiring this team, we didn't get much use out of Gainsight CS because we didn't know how to configure and maintain it. They are crucial to our success, and I honestly think we could keep 5 more busy!
My favorite thing about working with Gainsight CS is the thought leadership they inspire. Sure, I like the product too. But the value I've gotten from Gainsight CS is partnering with my account team there to understand recommendations and best practices within the CS industry. I've attended their annual conference multiple years to soak in the great content and let it help shape our business decisions. Their blog and webinars are insightful and offer tactical approaches to help improve relationships with customers through the use of Gainsight CS. It's not just about the product but the brand and Gainsight CS's willingness to inspire the industry and be a leader in customer success.
Jamie McConville | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Initially, we needed a tool to centralize our client data as well as keep our Client Success team organized with their tasks with managing so many clients. We continue to solve for other problems year over year as our Gainsight CSM digs into our business needs and opens the door to features that she feels would best suit us.
  • Gainsight has allowed our Client Success team to manage our clients efficiently. The tool is key to managing our client life cycle from initial engagement, through implementation and Go Live phases, and following through to Renewal. Being able to trigger alerts as well as tasks for CSMs based on usage and on life cycle stage has been crucial.
  • Customer support is great. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outside the box when making strategic recommendations for our business.
  • Journey Orchestrator allows us to trigger customized, automated emails to our clients. The feature allows for inline reports with charts and includes tokens that can be auto-filled from fields in Salesforce or Gainsight (user first name, contract thresholds, etc).
  • The rules engine is incredibly useful however, at times I need Support assistance with setting them up properly. I'm not sure how to make it more user friendly as it's a fairly technical tool, but I can dream.
Gainsight could be used by any business where a client's success is a primary focus and a team of folks are looking for a tool to centralize client data and to assist with organization of client-related tasks. Additional tools to note when considering are their survey capabilities, automated client email tool, and their integration with Salesforce.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight Customer Cloud in our Customer Success department. This helps us keep an eye on the health of our customers and the metrics that are important to their business. Gainsight Customer Cloud provides great visuals to quickly see at a glance what's going well and where improvement can be made. Ultimately, this helps drive the success of our customers and can help with growth and expansion as well.
  • A wide variety of data is available in one place
  • The data can be used to gain additional insight into our customer base
  • The metrics are accurate
  • The interface could be a bit more intuitive
Gainsight Customer Cloud is great for using data to understand your customer base and identify areas of improvement. Without this insight, we're serving our customers in a more reactive way instead of seeing possible risks to the business and addressing them [up front]. This not only helps us solve problems and retain customers, but it builds customer loyalty as well as it is clear that we are interested in positive outcomes and continual results.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is primarily used by our Customer Success team. It's an add-on on top of Salesforce and does not require users to log somewhere separately. Like how Salesforce is primarily catered towards Account Executives. Similarly, Gainsight is designed to help out Customer Success team members. Its UI and out-of-the-box functionalities are something that the Customer Success team finds very handy. It gives a good view of overall customer health to CS.
  • Intuitive UI
  • Can store and process vast amounts of data.
  • Integrates with other 3rd party apps like Zendesk.
  • Slack Integration.
  • Data in Gainsight can sometimes get out-of-sync with Salesforce data and you need to set a frequency of updates.
  • It does require a special skillset to manage a Gainsight instance.
  • You cannot give general users the ability to create reports and dashboards and all of them have to be created by admins that create bottlenecks
Gainsight mainly processes a lot of data from different sources (Salesforce, Zendesk, DW) and can display it in an easy-to-consume manner. Technically if all the data does reside in Salesforce and you have a dev team who can create similar views and functionalities, you then really don't need Gainsight for such a use case. But if your CS team relies on data from other systems as well, then Gainsight becomes more powerful.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is currently being used within our customer success department only. Our intended use is to help us become a more proactive organization and a way to better organize our day through the usage of the call to actions.
  • Call to actions.
  • Timeline events.
  • Actual customer success execution.
  • Rules engine is a bit clunky.
I am a bit passive because I believe Gainsight has everything we need to be successful and become proactive, but I also feel it is something that can be built with the correct resources in another CRM.
January 14, 2020

Just honest.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is mostly used in the Sales and Marketing department. It helps to track the costumer's journey and experience with us.
  • Helps scale and operationalize success
  • Improve costumer attention
  • Shorter loading time
  • Change theme functions would be a nice add on
Gainsight is perfect for keeping track and for being able to see the big picture in your business, where you started, where you are every month, and where you are heading.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight was being used by all of the customer success to log activities with customers on a daily basis. We also had very specific alerts related to usage and communication built in to make sure we were monitoring how our customers were doing with our product and how often we were speaking with them.
  • Customized alerts directly to your email
  • Incredible reporting/graphs to show customers usage breakdowns
  • Load time of reporting can be slow based on how large of a data set you are pulling
Best suited for users looking to organize a lot of different information about a lot of different customers. Less appropriate for a sales team from a day to day basis, but extremely useful for a customer success team.

As a CSM, you are constantly context switching between customers and it can become hard to keep track of your most recent interactions/where each customer stands in regards to product usage. Gainsight solves this problem. Both departments (sales & customer success) can benefit from the reporting suites and alerts in Gainsight.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight in the Customer Support and Success teams. It helps us bring together information from multiple software applications. Salesforce, Zendesk, Domo, and Pendo, these are are the primary software applications we use. For the two teams this is what they use to connect and record contacts with our clients. It can be customized, and we are doing better now.
  • Allows us to bring information such as, client Health Scores to our cockpit view.
  • Allows us to use our Salesforce information, but in a more efficient way for our teams.
  • It was a difficult transition, with issues that needed to be ironed out.
  • Customizable, but we had to collaborate, rather than having each individual team have their own options.
We have gained a lot of insights into the clients we have enabling us to plan more effective ways to help and support them. When we pull up a client's file we have a color coded health score that helps us understand the basic adoption. This also helps to prioritize the struggling clients to help them achieve greater success.
January 07, 2020

Team Gainsight!!

Sarah Yeargin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight throughout our entire Customer Success Team. Is helps us stay organized by prioritizing our CTA's with a due date and it even allows you to check off smaller tasks within a CTA before closing it out. Gainsight allows you to customize your view as a user and admins have control over the information it shows. It is so nice to have this platform that integrates with Salesforce and shows us a timeline of the team activity! While there is a lot of information, it is well-organized and easy to locate. Highly recommend!!
  • Seamless integration - I have never had any issues with information showing up after input.
  • Transparency - Clearly shows your progress and where you are at as an individual and team.
  • Sometimes I am not able to fit all of the items into the window I have open but this is just due to having to shrink the page to fit multiple pages.
  • You need to refresh before grabbing CTAs so that you do not take one that has already been claimed. It does not update in real time so if you are viewing something 60 seconds after someone else picked it up, it will still allow you to take it and that causes issues.
I would definitely say that Gainsight is a great ADDITION to something like Salesforce, but not enough to replace it. Gainsight does not hold all of the information but it does an amazing job of organizing it and keeping you on track with your goals. Now that I have been using it for so long, I would panic if I ever tried to do my job without it.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is used by a variety of departments at my org including Sales, Client Success and Client Implementation. Gainsight addresses support and monitoring of client life cycle, success plans, progress and client risk.
  • Love, love, love the Timeline feature for my Client Success team -- meetings notes, collaboration etc...awesome feature
  • Very detailed support site and online community
  • CTAs have been a lifesaver for our Implementation Specialists that work with large numbers of clients.
  • Success Plans have been instrumental in supporting our higher-tiered clients without creating duplicate work for our Success Managers.
  • Ability to print Success plans is severely lacking.
  • Printing survey results is bulky and not user-friendly.
  • Clearly understanding the Gainsight nomenclature (CTAs, Objectives, Playbooks, etc.) and how they relate to the system's internal structure was difficult for someone not super involved with the back-end of the system.
Keeping track of current client programs with notes, CTAs and Success plans has been a very positive add for my team and they have used the tool with great success. The scenario where Gainsight is a bit of a struggle is for surveys. We consistently survey our clients but very much need a quick tool to report survey results in graph form, which we cannot get from Gainsight at this time.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is leveraged by our team of Customer Success Managers and CS Management in order to track and manage customer health, predict and triage at-risk and/or unhealthy accounts based on key data ported related to how customers leverage our software, log important engagements with customers, track CSM activity/productivity to ensure we're at a healthy utilization rate as a team, and aid in proactive engagements with customers as our CSM team scales.
  • Gainsight is easy to integrate with other systems and allow flow of important data to and from the system. This allows us to report key metrics to business stakeholders as well as proactively gives our CSM team important information related to their customers that allows them to make strategic business decisions.
  • Customization of Gainsight makes it easy to tailor the information that different people need to see in various forms (Reporting/dashboards etc.). The interface is clean and easy to navigate.
  • It can still be tricky to get certain data into Gainsight that the team needs in order to do their jobs properly in the appropriate format. Requires manual intervention from our Customer Success Ops Manager.
  • While it allows for task managment and information storage on the account level, it would be great if we could have a team-level view where certain activities/metrics could be leveraged from an internal team standpoint.
Great for CSMs managing larger subsets of customers as well as smaller subsets. Helpful for CS management to configure in a way where key metrics and data are provided that can be reported to the business in a productive way.
Cason Green | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use it for our global customer success team. We also have view-only licenses for our AEs. CSMs use it to organize their day and track activities within accounts.
  • Gainsight is a thought leader in customer success and therefore has built the functionality of the tool to reflect best practices.
  • For leadership, Gainsight is a great tool to be able to scale a success organization. For example, we are able to create standardized processes or activities for CSMs, and then we can execute on those things via Gainsight as the system of record.
  • For CSMs, Gainsight helps them manager their day. Things do not slip through the cracks, and the tool proactively helps them manager their account load.
  • Speed of the tool - several CSMs complain it takes too long to move around in the platform. We have an open ticket and are optimistic there is a fix vs. it being an inherent issue in the tool.
It is well suited for companies growing fast and in-need of a system to scale their customer success motion.
Meredith Giersch | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight to manage our enterprise accounts. As a manager, I use it daily to understand the health of my portfolio of accounts and the status / progress of each customer's Success Plan. In addition, it serves as a critical 'single source of truth' if a CSM is on vacation / sabbatical or if we're transitioning the account to another CSM.
  • Offers a single place for CSMs to enter all notes and success plans so that everyone across the organization can access that information - key for knowledge capture and transfer
  • Allows leadership / management to roll up the health of their accounts / portfolios and sort by various health factors
  • Timeline becomes a mass chaos especially for high engagement / touch accounts - it lacks the ability to reference various objectives / initiatives. A CSM will regularly talk to a customer on one status call about 4 objectives / initiatives, but we can't ask them to click between 4 objectives / initiatives while in one call.
  • There's a lack of sufficient hierarchy in success plans for what we need to do in the high touch enterprise space.
  • The user experience for Success Criteria is poor - the current functionality limits us from building a "value log" of the benefits a customer is receiving from our software and services.
  • Cockpit is a nightmare - it's a massive list and not intuitive to search / filter / query.
Gainsight is currently the most robust platform in the CSM industry, however, I've seen 90% of my peers do a poor job of implementing / customizing it. So make sure you have a strong team to focus / clarify how you want CSMs / managers to do their job first... then a team to implement the tool and do proper enablement. Without that, you'll likely fail round one.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight to standardize our approach to client situations. Gainsight is our single data source regrouping all our customer data; this allows us to have a consolidated picture in a single environment and leverage that to build a success plan around that situation. It is also used to run automated NPS campaigns.
  • C360 - Account dashboard providing the complete health of a customer
  • CTAs - Call to action triggers on customers relevant to a particular situation during the lifecycle or a risk arising in the client journey.
  • Success Plans - Build a consolidated program based on tasks to make a clients journey successful
  • Configuration of the tool can be tricky and not so obvious.
Gainsight is well suited when a CSM is managing multiple accounts (higher than 10) and each requires a certain degree of personalized follow up. With its automation (rules engines) you can also build into the system automated responses and triggers for your customer and/or CSMs relevant to a particular situation. Reporting for management is also a key feature that Gainsight is well tooled for.
October 22, 2019

Good CS Platform

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight as the platform for our CSMs to work with their customer base. It provides meaningful insights and automated actions to make it easier to see which accounts need additional support, where opportunity for upsell/cross-sell exist, and general risk management.

Additionally, Gainsight offers robust reporting that helps the Customer Success Department communicate effectively with other departments and executives in order to address high level issues.
  • Reporting
  • Automation
  • Customer Insights
  • Reporting across multiple objects in SFDC
  • Ease of automated processes
If you have enough customers and ARR, you can't live in spreadsheets any more. Gainsight is useful to pull data in from different tools and bubble up actionable insights to your team. If you want to use it effectively, you should have a dedicated resource to manage Gainsight and make sure you can make changes to its data structure and reports as quickly as your business needs to change.
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