Gainsight CS Reviews & Ratings 2023

Q: What are Gainsight CS's top competitors?

Totango , ChurnZero , and Medallia Strikedeck are common alternatives for Gainsight CS.

Gainsight CS

Starting at $2,500 Per Company Per Month

View Pricing

Overview

What is Gainsight CS?

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

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

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

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

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

Just honest.

10 out of 10

January 14, 2020

Gainsight is mostly used in the Sales and Marketing department. It helps to track the costumer's journey and experience with us.

Gainsight - The Best Way to Organize Customer Success Teams

10 out of 10

January 08, 2020

Gainsight was being used by all of the customer success to log activities with customers on a daily basis. We also had very specific …

Gaining true Insights into your Business.

9 out of 10

January 08, 2020

We use Gainsight in the Customer Support and Success teams. It helps us bring together information from multiple software applications. …

Team Gainsight!!

10 out of 10

January 07, 2020

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 …

Gainsight -- We really like you

8 out of 10

December 03, 2019

Gainsight is used by a variety of departments at my org including Sales, Client Success and Client Implementation. Gainsight addresses …

Gainsight an Asset for Scaling CSM Team

9 out of 10

October 28, 2019

Gainsight is leveraged by our team of Customer Success Managers and CS Management in order to track and manage customer health, predict …

A great tool for scaling your Success organization.

10 out of 10

October 23, 2019

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 …

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

9 out of 10

October 22, 2019

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 …

Finally a product built by company that understands CSMs

9 out of 10

October 22, 2019

We use Gainsight to standardize our approach to client situations. Gainsight is our single data source regrouping all our customer data; …

Good CS Platform

9 out of 10

October 22, 2019

We use Gainsight as the platform for our CSMs to work with their customer base. It provides meaningful insights and automated actions to …

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

Top Rated

2020

Popular Features

View all 18 features

Integration with Salesforce.com (195)
9.3
93%
Automated workflow (200)
9.0
90%
Customer health scoring (201)
8.8
88%
Dashboards (203)
8.3
83%

Reviewer Pros & Cons

View all pros & cons

Logging customer activity is incredibly intuitive and easy for team to do and reference.
Reporting: Reports are difficult to configure and customize. Don't get me wrong, the reporting engine in Gainsight CS is incredibly powerful and prett...

Verified User

Director in Customer Service

Events Services Company, 1001-5000 employees

Customer support is great. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outsi...
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...

Jamie McConville

CS Operations & Training Director

Lotame (Internet, 51-200 employees)

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Gainsight CS, and make your voice heard!

Record a review

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.

6.8Avg 8.6

Platform & Infrastructure

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

7.8Avg 8.5

8.1
API
(114) 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.
9.3
Integration with Salesforce.com
(195) Ratings
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
7
Integration with Marketo
(47) Ratings
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
6.9
Integration with Eloqua
(18) 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

8.1Avg 8.6

Customer Success Management

7.6Avg 8.3

8.7
NPS surveys
(161) Ratings
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
2.4
Sponsor tracking
(153) 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.
8
Customer profiles
(186) 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.
9
Automated workflow
(200) Ratings
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
7
Internal collaboration
(186) Ratings
The software allows members of your team to communicate and leave notes about any customer issues.
8.8
Customer health scoring
(201) Ratings
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
9
Customer segmentation
(169) 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

8.5Avg 8.4

8.8
Customer health trends
(188) Ratings
The software allows executives to view customer health trends over time.
8
Engagement analytics
(167) 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.
8.8
Revenue forecasting
(104) Ratings
Based on customer health trends, churn rates, etc., the software can predict revenue.
8.3
Dashboards
(203) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.

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 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 Medallia Strikedeck are common alternatives for Gainsight CS.

Reviewers rate Integration with Salesforce.com highest, with a score of 9.3.

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%

Return to navigation

Comparisons

View all alternatives

Compare with

Reviews and Ratings

(424)

Attribute Ratings

Reviews

(1-25 of 41)

Sort by

Popular Filters

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

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

Subscription

$2,500

Entry-level set up fee?

Offerings

Salesforce

Totango

ChurnZero

Planhat

Vitally

Qualtrics

Pendo.io

Microsoft Dynamics 365

ServiceNow IT Service Management

Medallia Strikedeck