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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)
    7.8
    78%
  • Customer health scoring (210)
    6.9
    69%
  • Dashboards (212)
    6.7
    67%

Reviewer Pros & Cons

View all 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 8.7

Platform & Infrastructure

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

7.7
Avg 8.6

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.7

Customer Success Management

Customer Success Management

6.3
Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.1
Avg 8.2
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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 Integrations

Gainsight CS Competitors

Gainsight CS Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security
whistic readyRead Gainsight's Security Report on Whistic Security Network™

Gainsight CS Downloadables

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

(447)

Attribute Ratings

Reviews

(1-25 of 219)
Companies can't remove reviews or game the system. Here's why
December 05, 2023

Social and Spot Risk before it overtakes you!

Verified User
Manager in Sales
Computer & Network Security Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
70%
7.0
Product usage
90%
9.0
Help desk / support tickets
50%
5.0
Customer Success Management (7)
40%
4.0
NPS surveys
90%
9.0
Sponsor tracking
70%
7.0
Customer profiles
N/A
N/A
Automated workflow
N/A
N/A
Internal collaboration
50%
5.0
Customer health scoring
70%
7.0
Customer segmentation
N/A
N/A
CSM Reporting & Analytics (4)
27.5%
2.8
Customer health trends
60%
6.0
Engagement analytics
N/A
N/A
Revenue forecasting
N/A
N/A
Dashboards
50%
5.0
Security (1)
N/A
N/A
Role-based user permissions
N/A
N/A
Platform & Infrastructure (4)
25%
2.5
API
N/A
N/A
Integration with Salesforce.com
100%
10.0
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
December 04, 2023

Gainsight CS - Still the best CSM Tool Out There

Verified User
Account Manager in Other
Computer Software Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (1)
80%
8.0
Product usage
80%
8.0
Customer Success Management (6)
58.33333333333333%
5.8
NPS surveys
60%
6.0
Customer profiles
60%
6.0
Automated workflow
70%
7.0
Internal collaboration
50%
5.0
Customer health scoring
60%
6.0
Customer segmentation
50%
5.0
CSM Reporting & Analytics (3)
73.33333333333333%
7.3
Customer health trends
70%
7.0
Engagement analytics
70%
7.0
Dashboards
80%
8.0
Security
N/A
N/A
Platform & Infrastructure (2)
55%
5.5
API
60%
6.0
Integration with Salesforce.com
50%
5.0
September 26, 2023

Strategic Services review of GS

Tara Aldridge | TrustRadius Reviewer
Tara Aldridge
Strategic Services Director
Vonage (Telecommunications, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
N/A
N/A
Product usage
N/A
N/A
Help desk / support tickets
N/A
N/A
Customer Success Management (7)
92.85714285714286%
9.3
NPS surveys
100%
10.0
Sponsor tracking
100%
10.0
Customer profiles
100%
10.0
Automated workflow
100%
10.0
Internal collaboration
80%
8.0
Customer health scoring
90%
9.0
Customer segmentation
80%
8.0
CSM Reporting & Analytics (4)
70%
7.0
Customer health trends
100%
10.0
Engagement analytics
80%
8.0
Revenue forecasting
N/A
N/A
Dashboards
100%
10.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (4)
50%
5.0
API
100%
10.0
Integration with Salesforce.com
100%
10.0
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
September 26, 2023

Gainsight: A Robust and Customizable Platform & Great Partners to Help you Drive Success

Andor Fuhrer | TrustRadius Reviewer
Andor Fuhrer
Head of Customer Success Ops
Benchling (Computer Software, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
95%
9.5
Product usage
100%
10.0
Help desk / support tickets
90%
9.0
Customer Success Management (6)
95%
9.5
NPS surveys
100%
10.0
Customer profiles
100%
10.0
Automated workflow
90%
9.0
Internal collaboration
80%
8.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (2)
85%
8.5
Customer health trends
90%
9.0
Dashboards
80%
8.0
Security (1)
90%
9.0
Role-based user permissions
90%
9.0
Platform & Infrastructure (2)
95%
9.5
API
90%
9.0
Integration with Salesforce.com
100%
10.0
September 21, 2023

Great Tool for Customer Success

Verified User
Contributor in Customer Service
Computer Software Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
70%
7.0
Product usage
70%
7.0
Help desk / support tickets
70%
7.0
Customer Success Management (7)
85.71428571428571%
8.6
NPS surveys
100%
10.0
Sponsor tracking
100%
10.0
Customer profiles
100%
10.0
Automated workflow
70%
7.0
Internal collaboration
70%
7.0
Customer health scoring
100%
10.0
Customer segmentation
60%
6.0
CSM Reporting & Analytics (3)
86.66666666666666%
8.7
Customer health trends
80%
8.0
Engagement analytics
80%
8.0
Dashboards
100%
10.0
Security (1)
80%
8.0
Role-based user permissions
80%
8.0
Platform & Infrastructure (2)
85%
8.5
API
80%
8.0
Integration with Salesforce.com
90%
9.0
September 20, 2023

Gainsight is worth all the hype.

Verified User
Director in Customer Service
Information Technology & Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
80%
8.0
Product usage
90%
9.0
Help desk / support tickets
70%
7.0
Customer Success Management (7)
100%
10.0
NPS surveys
100%
10.0
Sponsor tracking
100%
10.0
Customer profiles
100%
10.0
Automated workflow
100%
10.0
Internal collaboration
100%
10.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
95%
9.5
Customer health trends
100%
10.0
Engagement analytics
100%
10.0
Revenue forecasting
100%
10.0
Dashboards
80%
8.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (2)
100%
10.0
API
100%
10.0
Integration with Salesforce.com
100%
10.0
September 20, 2023

Highly Recommend Gainsight for all CS Organizations!

Verified User
Manager in Information Technology
Computer Software Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
90%
9.0
Product usage
90%
9.0
Help desk / support tickets
90%
9.0
Customer Success Management (7)
94.28571428571429%
9.4
NPS surveys
100%
10.0
Sponsor tracking
70%
7.0
Customer profiles
100%
10.0
Automated workflow
90%
9.0
Internal collaboration
100%
10.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
90%
9.0
Customer health trends
100%
10.0
Engagement analytics
100%
10.0
Revenue forecasting
70%
7.0
Dashboards
90%
9.0
Security (1)
90%
9.0
Role-based user permissions
90%
9.0
Platform & Infrastructure (2)
100%
10.0
API
100%
10.0
Integration with Salesforce.com
100%
10.0
September 18, 2023

The gold standard of CS platforms.

Andrew Loomis | TrustRadius Reviewer
Andrew Loomis
Director, Center of Excellence
Sisense (Information Technology & Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (1)
30%
3.0
Help desk / support tickets
30%
3.0
Customer Success Management (7)
54.28571428571429%
5.4
NPS surveys
90%
9.0
Sponsor tracking
70%
7.0
Customer profiles
30%
3.0
Automated workflow
90%
9.0
Internal collaboration
40%
4.0
Customer health scoring
50%
5.0
Customer segmentation
10%
1.0
CSM Reporting & Analytics (3)
46.66666666666667%
4.7
Customer health trends
20%
2.0
Engagement analytics
100%
10.0
Dashboards
20%
2.0
Security (1)
90%
9.0
Role-based user permissions
90%
9.0
Platform & Infrastructure (3)
63.33333333333333%
6.3
API
10%
1.0
Integration with Salesforce.com
100%
10.0
Integration with Marketo
80%
8.0
September 18, 2023

Gainsight is the CS Tool that I would Recommend for any organization looking to improve automation.

Michael Worthen | TrustRadius Reviewer
Michael Worthen
Revenue Operations System Admin
Mineral (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
100%
10.0
Product usage
100%
10.0
Help desk / support tickets
100%
10.0
Customer Success Management (7)
98.57142857142858%
9.9
NPS surveys
100%
10.0
Sponsor tracking
100%
10.0
Customer profiles
100%
10.0
Automated workflow
100%
10.0
Internal collaboration
100%
10.0
Customer health scoring
90%
9.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
97.5%
9.8
Customer health trends
100%
10.0
Engagement analytics
100%
10.0
Revenue forecasting
90%
9.0
Dashboards
100%
10.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (4)
92.5%
9.3
API
90%
9.0
Integration with Salesforce.com
100%
10.0
Integration with Marketo
90%
9.0
Integration with Eloqua
90%
9.0
September 01, 2023

Gainsight is the future of customer success

Verified User
Account Manager in Sales
Computer Software Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
80%
8.0
Product usage
80%
8.0
Help desk / support tickets
80%
8.0
Customer Success Management (7)
84.28571428571429%
8.4
NPS surveys
100%
10.0
Sponsor tracking
50%
5.0
Customer profiles
100%
10.0
Automated workflow
50%
5.0
Internal collaboration
90%
9.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
87.5%
8.8
Customer health trends
90%
9.0
Engagement analytics
70%
7.0
Revenue forecasting
90%
9.0
Dashboards
100%
10.0
Security (1)
80%
8.0
Role-based user permissions
80%
8.0
Platform & Infrastructure (1)
100%
10.0
Integration with Salesforce.com
100%
10.0
December 23, 2022

Long time Gainsight CS user, and I'm still a fan years later!

Verified User
Director in Customer Service
Events Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
N/A
N/A
Product usage
N/A
N/A
Help desk / support tickets
N/A
N/A
Customer Success Management (7)
38.57142857142857%
3.9
NPS surveys
90%
9.0
Sponsor tracking
10%
1.0
Customer profiles
N/A
N/A
Automated workflow
90%
9.0
Internal collaboration
N/A
N/A
Customer health scoring
80%
8.0
Customer segmentation
N/A
N/A
CSM Reporting & Analytics (4)
37.5%
3.8
Customer health trends
80%
8.0
Engagement analytics
N/A
N/A
Revenue forecasting
N/A
N/A
Dashboards
70%
7.0
Security (1)
70%
7.0
Role-based user permissions
70%
7.0
Platform & Infrastructure (4)
42.5%
4.3
API
80%
8.0
Integration with Salesforce.com
90%
9.0
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
June 30, 2022

Success with Gainsight

Jamie McConville | TrustRadius Reviewer
Jamie McConville
CS Operations & Training Director
Lotame (Internet, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
N/A
N/A
Product usage
N/A
N/A
Help desk / support tickets
N/A
N/A
Customer Success Management (7)
N/A
N/A
NPS surveys
N/A
N/A
Sponsor tracking
N/A
N/A
Customer profiles
N/A
N/A
Automated workflow
N/A
N/A
Internal collaboration
N/A
N/A
Customer health scoring
N/A
N/A
Customer segmentation
N/A
N/A
CSM Reporting & Analytics (4)
N/A
N/A
Customer health trends
N/A
N/A
Engagement analytics
N/A
N/A
Revenue forecasting
N/A
N/A
Dashboards
N/A
N/A
Security (1)
N/A
N/A
Role-based user permissions
N/A
N/A
Platform & Infrastructure (4)
N/A
N/A
API
N/A
N/A
Integration with Salesforce.com
N/A
N/A
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
September 29, 2021

Helpful for understanding customers and gauge their health

Verified User
Director in Customer Service
Financial Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
80%
8.0
Product usage
80%
8.0
Help desk / support tickets
80%
8.0
Customer Success Management (7)
38.57142857142857%
3.9
NPS surveys
90%
9.0
Sponsor tracking
N/A
N/A
Customer profiles
80%
8.0
Automated workflow
N/A
N/A
Internal collaboration
N/A
N/A
Customer health scoring
100%
10.0
Customer segmentation
N/A
N/A
CSM Reporting & Analytics (4)
70%
7.0
Customer health trends
100%
10.0
Engagement analytics
80%
8.0
Revenue forecasting
N/A
N/A
Dashboards
100%
10.0
Security (1)
N/A
N/A
Role-based user permissions
N/A
N/A
Platform & Infrastructure (4)
45%
4.5
API
80%
8.0
Integration with Salesforce.com
100%
10.0
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
April 25, 2021

Gainsight for Customer Success!

Verified User
Analyst in Information Technology
Computer Software Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
85%
8.5
Product usage
80%
8.0
Help desk / support tickets
90%
9.0
Customer Success Management (7)
81.42857142857142%
8.1
NPS surveys
70%
7.0
Sponsor tracking
80%
8.0
Customer profiles
80%
8.0
Automated workflow
90%
9.0
Internal collaboration
70%
7.0
Customer health scoring
90%
9.0
Customer segmentation
90%
9.0
CSM Reporting & Analytics (3)
86.66666666666666%
8.7
Customer health trends
90%
9.0
Engagement analytics
80%
8.0
Dashboards
90%
9.0
Security (1)
60%
6.0
Role-based user permissions
60%
6.0
Platform & Infrastructure (4)
45%
4.5
API
90%
9.0
Integration with Salesforce.com
90%
9.0
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
February 18, 2020

A good way to help your organization see more with your customers

Verified User
Manager in Customer Service
Computer Software Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (1)
80%
8.0
Product usage
80%
8.0
Customer Success Management (7)
42.857142857142854%
4.3
NPS surveys
N/A
N/A
Sponsor tracking
10%
1.0
Customer profiles
70%
7.0
Automated workflow
80%
8.0
Internal collaboration
60%
6.0
Customer health scoring
80%
8.0
Customer segmentation
N/A
N/A
CSM Reporting & Analytics (4)
22.5%
2.3
Customer health trends
N/A
N/A
Engagement analytics
N/A
N/A
Revenue forecasting
N/A
N/A
Dashboards
90%
9.0
Security (1)
80%
8.0
Role-based user permissions
80%
8.0
Platform & Infrastructure (4)
17.5%
1.8
API
N/A
N/A
Integration with Salesforce.com
70%
7.0
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
January 14, 2020

Just honest.

AI
Andrei Ion
Receptionist
GLH (Hospitality, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
100%
10.0
Product usage
100%
10.0
Help desk / support tickets
100%
10.0
Customer Success Management (7)
95.71428571428571%
9.6
NPS surveys
90%
9.0
Sponsor tracking
100%
10.0
Customer profiles
100%
10.0
Automated workflow
100%
10.0
Internal collaboration
100%
10.0
Customer health scoring
90%
9.0
Customer segmentation
90%
9.0
CSM Reporting & Analytics (4)
72.5%
7.3
Customer health trends
N/A
N/A
Engagement analytics
100%
10.0
Revenue forecasting
90%
9.0
Dashboards
100%
10.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (4)
25%
2.5
API
100%
10.0
Integration with Salesforce.com
N/A
N/A
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
January 08, 2020

Gainsight - The Best Way to Organize Customer Success Teams

Verified User
Contributor in Customer Service
Consumer Services Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
90%
9.0
Product usage
100%
10.0
Help desk / support tickets
80%
8.0
Customer Success Management (6)
100%
10.0
Sponsor tracking
100%
10.0
Customer profiles
100%
10.0
Automated workflow
100%
10.0
Internal collaboration
100%
10.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
100%
10.0
Customer health trends
100%
10.0
Engagement analytics
100%
10.0
Revenue forecasting
100%
10.0
Dashboards
100%
10.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (2)
50%
5.0
API
N/A
N/A
Integration with Salesforce.com
100%
10.0
January 08, 2020

Gaining true Insights into your Business.

Verified User
Account Manager in Customer Service
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
85%
8.5
Product usage
90%
9.0
Help desk / support tickets
80%
8.0
Customer Success Management (5)
86%
8.6
Customer profiles
90%
9.0
Automated workflow
80%
8.0
Internal collaboration
80%
8.0
Customer health scoring
100%
10.0
Customer segmentation
80%
8.0
CSM Reporting & Analytics (4)
85%
8.5
Customer health trends
90%
9.0
Engagement analytics
80%
8.0
Revenue forecasting
80%
8.0
Dashboards
90%
9.0
Security (1)
80%
8.0
Role-based user permissions
80%
8.0
Platform & Infrastructure (2)
80%
8.0
API
80%
8.0
Integration with Salesforce.com
80%
8.0
January 07, 2020

Team Gainsight!!

Sarah Yeargin | TrustRadius Reviewer
Sarah Yeargin
Sr. Customer Success Manager
Weave HQ (Telecommunications, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
85%
8.5
Product usage
100%
10.0
Help desk / support tickets
70%
7.0
Customer Success Management (7)
78.57142857142857%
7.9
NPS surveys
50%
5.0
Sponsor tracking
N/A
N/A
Customer profiles
100%
10.0
Automated workflow
100%
10.0
Internal collaboration
100%
10.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
100%
10.0
Customer health trends
100%
10.0
Engagement analytics
100%
10.0
Revenue forecasting
100%
10.0
Dashboards
100%
10.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (4)
50%
5.0
API
100%
10.0
Integration with Salesforce.com
100%
10.0
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
December 03, 2019

Gainsight -- We really like you

Verified User
Manager in Customer Service
E-Learning Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration
N/A
N/A
Customer Success Management (6)
73.33333333333333%
7.3
NPS surveys
40%
4.0
Sponsor tracking
60%
6.0
Customer profiles
70%
7.0
Automated workflow
90%
9.0
Internal collaboration
100%
10.0
Customer health scoring
80%
8.0
CSM Reporting & Analytics (3)
76.66666666666667%
7.7
Customer health trends
70%
7.0
Engagement analytics
70%
7.0
Dashboards
90%
9.0
Security (1)
N/A
N/A
Role-based user permissions
N/A
N/A
Platform & Infrastructure (1)
90%
9.0
Integration with Salesforce.com
90%
9.0
October 28, 2019

Gainsight an Asset for Scaling CSM Team

Verified User
Manager in Customer Service
Computer Software Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (1)
80%
8.0
Product usage
80%
8.0
Customer Success Management (6)
83.33333333333334%
8.3
NPS surveys
80%
8.0
Customer profiles
90%
9.0
Automated workflow
80%
8.0
Internal collaboration
70%
7.0
Customer health scoring
90%
9.0
Customer segmentation
90%
9.0
CSM Reporting & Analytics (3)
86.66666666666666%
8.7
Customer health trends
90%
9.0
Engagement analytics
80%
8.0
Dashboards
90%
9.0
Security (1)
90%
9.0
Role-based user permissions
90%
9.0
Platform & Infrastructure (2)
90%
9.0
API
90%
9.0
Integration with Salesforce.com
90%
9.0
October 23, 2019

A great tool for scaling your Success organization.

Cason Green | TrustRadius Reviewer
Cason Green
Director, Success Strategy & Ops
Pluralsight (Computer Software, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
45%
4.5
Product usage
90%
9.0
Help desk / support tickets
N/A
N/A
Customer Success Management (7)
N/A
N/A
NPS surveys
N/A
N/A
Sponsor tracking
N/A
N/A
Customer profiles
N/A
N/A
Automated workflow
N/A
N/A
Internal collaboration
N/A
N/A
Customer health scoring
N/A
N/A
Customer segmentation
N/A
N/A
CSM Reporting & Analytics (4)
N/A
N/A
Customer health trends
N/A
N/A
Engagement analytics
N/A
N/A
Revenue forecasting
N/A
N/A
Dashboards
N/A
N/A
Security (1)
N/A
N/A
Role-based user permissions
N/A
N/A
Platform & Infrastructure (4)
N/A
N/A
API
N/A
N/A
Integration with Salesforce.com
N/A
N/A
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
October 22, 2019

Gainsight is the Cadillac of CSM platforms, but still has work to do on its UI

Meredith Giersch | TrustRadius Reviewer
Meredith Giersch
Manager, Customer Success
Autodesk (Computer Software, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
55%
5.5
Product usage
50%
5.0
Help desk / support tickets
60%
6.0
Customer Success Management (7)
22.857142857142854%
2.3
NPS surveys
30%
3.0
Sponsor tracking
N/A
N/A
Customer profiles
N/A
N/A
Automated workflow
N/A
N/A
Internal collaboration
60%
6.0
Customer health scoring
70%
7.0
Customer segmentation
N/A
N/A
CSM Reporting & Analytics (4)
40%
4.0
Customer health trends
80%
8.0
Engagement analytics
N/A
N/A
Revenue forecasting
N/A
N/A
Dashboards
80%
8.0
Security (1)
80%
8.0
Role-based user permissions
80%
8.0
Platform & Infrastructure (4)
22.5%
2.3
API
N/A
N/A
Integration with Salesforce.com
90%
9.0
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
October 22, 2019

Finally a product built by company that understands CSMs

Verified User
Manager in Customer Service
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
95%
9.5
Product usage
100%
10.0
Help desk / support tickets
90%
9.0
Customer Success Management (7)
97.14285714285714%
9.7
NPS surveys
100%
10.0
Sponsor tracking
100%
10.0
Customer profiles
100%
10.0
Automated workflow
100%
10.0
Internal collaboration
90%
9.0
Customer health scoring
100%
10.0
Customer segmentation
90%
9.0
CSM Reporting & Analytics (4)
87.5%
8.8
Customer health trends
90%
9.0
Engagement analytics
100%
10.0
Revenue forecasting
80%
8.0
Dashboards
80%
8.0
Security (1)
70%
7.0
Role-based user permissions
70%
7.0
Platform & Infrastructure (4)
75%
7.5
API
100%
10.0
Integration with Salesforce.com
100%
10.0
Integration with Marketo
100%
10.0
Integration with Eloqua
N/A
N/A
October 22, 2019

Good CS Platform

Verified User
Administrator in Other
Computer Software Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS Feature Ratings
Customer Data Extraction / Integration (2)
90%
9.0
Product usage
80%
8.0
Help desk / support tickets
100%
10.0
Customer Success Management (7)
78.57142857142857%
7.9
NPS surveys
80%
8.0
Sponsor tracking
50%
5.0
Customer profiles
90%
9.0
Automated workflow
90%
9.0
Internal collaboration
70%
7.0
Customer health scoring
90%
9.0
Customer segmentation
80%
8.0
CSM Reporting & Analytics (4)
70%
7.0
Customer health trends
60%
6.0
Engagement analytics
60%
6.0
Revenue forecasting
70%
7.0
Dashboards
90%
9.0
Security (1)
70%
7.0
Role-based user permissions
70%
7.0
Platform & Infrastructure (4)
62.5%
6.3
API
90%
9.0
Integration with Salesforce.com
90%
9.0
Integration with Marketo
70%
7.0
Integration with Eloqua
N/A
N/A
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