Gainsight CS Reviews & Ratings 2024

Q: What are Gainsight CS's top competitors?

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

Starting at $2,500 Per Company Per Month

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Overview

What is Gainsight CS?

Recent Reviews

Social and Spot Risk before it overtakes you!

8 out of 10

December 05, 2023

Incentivized

We currently use Gainsight as a method to track customer engagement and identify risks as well as account health scoring. Using Gainsight …

Gainsight CS - Still the best CSM Tool Out There

9 out of 10

December 04, 2023

Incentivized

I use Gainsight everyday to review my book of business of 17 global enterprise customers who use our platform. There are integrated …

Strategic Services review of GS

10 out of 10

September 26, 2023

Incentivized

My team use Gainsight to run our strategic engagments with customers during their life cycle with us. This includes business process …

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

10 out of 10

September 26, 2023

Incentivized

Benchling was building out their Customer Success org and needed a platform that can enable CSMs to manage their book of business, get …

Great Tool for Customer Success

10 out of 10

September 21, 2023

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 …

Gainsight is worth all the hype.

10 out of 10

September 20, 2023

Incentivized

Gainsight solves many business problems for my organization. Before our adoption of Gainsight, we had no metrics about our customer usage, …

Highly Recommend Gainsight for all CS Organizations!

10 out of 10

September 20, 2023

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 …

The gold standard of CS platforms.

9 out of 10

September 18, 2023

Incentivized

Gainsight is used to track customer engagements, create success plans, and measure the health of our customers. Initially our …

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

10 out of 10

September 18, 2023

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 …

Gainsight is the future of customer success

8 out of 10

September 01, 2023

Incentivized

Gainsight is being used at our organization as a customer success tool to trigger knowledge-based actions in order to ensure customer …

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

9 out of 10

December 23, 2022

Our Client Success team uses Gainsight CS in connection with Salesforce as our CRM. All customer communication activities are logged in …

Success with Gainsight

9 out of 10

June 30, 2022

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 …

Helpful for understanding customers and gauge their health

9 out of 10

September 29, 2021

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 …

Gainsight for Customer Success!

8 out of 10

April 25, 2021

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 …

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

7 out of 10

February 18, 2020

Incentivized

Gainsight is currently being used within our customer success department only. Our intended use is to help us become a more proactive …

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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

Ability to ensure that all accounts have reportable stakeholders at each customer
Would love to see more analysis on engagements - how often, how frequent - built into the product

Verified User

Manager in Sales

Computer & Network Security Company, 10,001+ employees

Dashboards on personal activities relating to accounts
Looking for more integrations into Chat tools to log Chat activities

Verified User

Account Manager in Other

Computer Software Company, 5001-10,000 employees

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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

6.8
API
(122) Ratings
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
7.9
Integration with Salesforce.com
(204) Ratings
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
7.7
Integration with Marketo
(49) Ratings
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
8.2
Integration with Eloqua
(19) Ratings
The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

Customer Data Extraction / Integration

Customer data extraction / integration

6.8

Avg 8.7

Customer Success Management

6.3

Avg 8.3

7.9
NPS surveys
(170) Ratings
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
4.7
Sponsor tracking
(160) Ratings
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.
6.2
Customer profiles
(194) Ratings
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
7.8
Automated workflow
(208) Ratings
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
5.1
Internal collaboration
(195) Ratings
The software allows members of your team to communicate and leave notes about any customer issues.
6.9
Customer health scoring
(210) Ratings
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
5.1
Customer segmentation
(177) Ratings
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.1

Avg 8.2

6.9
Customer health trends
(197) Ratings
The software allows executives to view customer health trends over time.
7.1
Engagement analytics
(174) Ratings
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
7.9
Revenue forecasting
(107) Ratings
Based on customer health trends, churn rates, etc., the software can predict revenue.
6.7
Dashboards
(212) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.

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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 Tracking

Screenshot of Get more face time with your customers with 60 second videos - Gsnap

Screenshot 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 faster

Screenshot 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 Types	Software as a Service (SaaS), Cloud, or Web-Based
Operating Systems	Unspecified
Mobile Application	Apple iOS, Android
Security	Read Gainsight's Security Report on Whistic Security Network™

Gainsight CS Downloadables

The Essential GUIDE FOR THE SAAS EXECUTIVE During COVID-19: PEOPLE, PROCESS, AND TOOLS

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

Consumers	0%
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

(1-12 of 12)

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Companies can't remove reviews or game the system. Here's why

August 23, 2019

Gainsight made my job so much easier.

Verified User

Employee in Sales

Computer Software Company, 201-500 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Innovative Uses

We have created an integration dashboard so we can see what customers are using each integration
We have built out EBR dashboards so we can easily create EBR decks from Gainsight
We have integrated various tools such as delighted and intercom to pull data

December 07, 2018

Gainsight - Great for automation

Verified User

Account Manager in Information Technology

Computer Software Company, 501-1000 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Innovative Uses

Automating renewals for Enterprise and SMB accounts
Automating renewals of critical 3rd party products that our product relies on.

November 30, 2018

The powerful tool that is Gainsight

Ben Michael

Sr. Manager, Customer Success

Jamf (Computer Software, 501-1000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Innovative Uses

Share internal data and customer information directly with customers
Increase scale of accounts per CSM through automation

November 29, 2018

Keep your fingers on the pulse of your customers with Gainsight

Carlos Gonzalez

Vice President Customer Success Operations

Ceridian (Human Resources, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Innovative Uses

Gainsight sentiment is consistently captured and that score is passed to Influitive's AdvocateHub solution to target the right opportunities to the right customers based on their current sentiment.

September 17, 2018

Gain more with Gainsight

Jen Jackson

Director of Customer Success

Serenova (Computer Software, 201-500 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Innovative Uses

The reporting has been a benefit to Finance

August 31, 2018

A New Users Point of View

Verified User

Administrator in Professional Services

Health, Wellness and Fitness Company, 501-1000 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Innovative Uses

Rules Engine. While there is a learning curve at first - once you get an understanding of it and how it works. It becomes your best friend for making large changes! It's made updating and maintaining records so much easier!
Bulk Uploads/Updates. Another features that has become a stable is the ability to bulk upload data. Either new or updating existing data. It has made it easier to upload new accounts in bulk rather than manually entering them.

August 31, 2018

Gainsight - thought leader in Customer Success Software

Verified User

Manager in Customer Service

Computer Software Company, 51-200 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Innovative Uses

have not come across this yet

August 18, 2017

Early Use Gainsight Review

Beth Power, MBA, CSM, SA

Director, Customer Success

VersionOne (Computer Software, 51-200 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Innovative Uses

We're not quite there yet, still focused on the basics

August 01, 2017

Feel the Pulse of your Clients

Vinny Poliseno

Director, Salesforce & Business Systems

Salsa Labs, Inc. (Internet, 51-200 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Innovative Uses

Sending out surveys after a client completes our smart start program to collect feedback about it.
We ran into an issue of usage data blowing through SFDC storage so we created various MDA tables to collect all that data and display using reports on 360 to provide the same function without the strain on SFDC storage.

May 12, 2016