Skip to main content
TrustRadius
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…

Read more
Recent Reviews
Read all reviews

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 (206)
    7.8
    78%
  • Automated workflow (210)
    7.7
    77%
  • Customer health scoring (212)
    6.9
    69%
  • Dashboards (214)
    6.6
    66%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all pricing

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
Return to navigation

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 8.8

Platform & Infrastructure

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

7.6
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
Avg 8.2
Return to navigation

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%
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(451)

Attribute Ratings

Reviews

(1-25 of 224)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight CS is well suited for SaaS and Managed Services companies looking to have a centralized log of all their customer interactions and analysis of those customers' health so that CS and AM teams can be the best champions for their customers and interactions are not happening in silos. The new AI functionality being rolled out will have a massive impact on CSM's ability to manage time and add value.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Success Criteria:
-need incredible leadership advocacy for a CS based CRM- otherwise it would get lost in other more reputable CRMs (Salesforce, marketo..)
-medium to large scale organizations with knowledgeable Gainsight admins to maintain the system and its complexity in the future. otherwise you will pay for service hours across your entire lifespan
-Program management and enablement to understand every aspect of each powerful feature. Otherwise it will be confusing for the field
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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
Andor Fuhrer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
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
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
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 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
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 9 out of 10
Vetted Review
Verified User
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
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
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 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 10 out of 10
Vetted Review
Verified User
Incentivized
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 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
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
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.
Meredith Giersch | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Return to navigation