Gainsight Customer Cloud

Gainsight Customer Cloud

Gainsight Customer Cloud



Team Gainsight!!

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 …

Just honest.

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

Great tool!

We use Gainsight to manage our customer relationships and our customer's lifecycle post-sale up to and through renewal.

Popular Features

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Dashboards (202)


Customer health scoring (200)


Integration with (194)


Automated workflow (199)


Reviewer Pros & Cons

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Per Company Per Month

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  • Free/Freemium Version
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Features Scorecard



Platform & Infrastructure


Customer Data Extraction / Integration


Customer Success Management


CSM Reporting & Analytics


Product Details

What is Gainsight Customer Cloud?

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

Gainsight Customer Cloud 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
  • 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 Customer Cloud Screenshots

Get notified when your sponsor moves with our social media tracker - Sponsor TrackingGet more face time with your customers with 60 second videos - GsnapAutomate 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.Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterDesign 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.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.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.A central location to automatically log correspondence, capture contextual information on person-to-person interactions, and easily understand a customer’s history.

Gainsight Customer Cloud Downloadables

Gainsight Customer Cloud Integrations

Gainsight Customer Cloud Competitors

Gainsight Customer Cloud Customer Size Distribution

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

Gainsight Customer Cloud Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android


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Frequently Asked Questions

What are Gainsight Customer Cloud's top competitors?

Totango, ChurnZero, and Strikedeck are common alternatives for Gainsight Customer Cloud.

What is Gainsight Customer Cloud's best feature?

Reviewers rate Customer health trends and Dashboards highest, with a score of 9.5.

Who uses Gainsight Customer Cloud?

The most common users of Gainsight Customer Cloud are from Mid-size Companies and the Computer Software industry.


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Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
I haven't needed to reach out to support much, the support docs are helpful. I think the fact that we don't have to reach out to support speaks for itself. This is another way we gain efficiencies that help free up our time to do what is most important... taking care of our business.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Most of their support seems to be offshore and hence response times seem delayed.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
We often reach out to the support team and it takes a while for our tickets to be resolved depending on the size of the ticket. We are frequently referred to their community and our admin has become self-sufficient in finding answers without using support.
January 07, 2020

Team Gainsight!!

Sarah Yeargin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
We have a couple of Gainsight admins that are over the customizations. It has taken us a little bit to get things exactly how we want them but overall, we love the end result and Gainsight has been very helpful in assisting our team. We even held a Gainsight user training at our company and it was a big success!
Cason Green | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
CSM and overall account team is fantastic and very attentive. We are lucky to have them as partners.
Meredith Giersch | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Our Gainsight CSM is highly engaged.
January 14, 2020

Just honest.

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Because there is always room for upgrades.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We have used Gainsight within our Customer Success Team to expand our knowledge of customer relationships, to better understand account health, and make informed decisions on what plays to run. To a certain extent, it is used outside of CS but mainly by leadership who also want insight into existing relationships.
  • The layout is intuitive and easy to customize what data you want to display.
  • Easy to assign different plays as needed.
  • Insights can be gained at a glance by outside users within the organization.
  • Very customizable but it takes a long time to configure things to a useable level for us.
  • The email automation has to be connected to particular playbooks which limits how much we can use it.
  • Movement within the app is a little slower than I would like.
I think the difference in value you will get out of Gainsight is largely dependant on the size of your organization, your desire to scale, and willingness to keep things updated. If you're a large org that is willing to devote time to configuration, this is for you. If you're a small team, I just don't think the operational benefits compensate for the amount of time you'd need to devote.
I have only contacted Gainsight's support team a couple of times, but it was a solid experience each time. The team was responsive and the people I spoke with were very knowledgeable about the product. A sign of good support is how efficiently they move toward a solution. Gainsight didn't waste time emailing back and forth with one discovery question per email. They asked all of the right questions upfront so they could quickly get to a solution.
Ibrahim Ijaz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Gainsight is not only used in our Customer Success organization, but also cross-functionally as well. We use Gainsight to provide historical data on all our merchants (High Touch, Low Touch, and No Touch). We use it for many different functions, some of them being sending out mass email campaigns, sending out all types of surveys (NPS, various CSAT). Some other teams that utilize Gainsight are Product, Implementations, Account Management, and Customer Marketing. We have developed Gainsight to be our tracking platform for a lot of our campaigns, as well as a platform where anyone on other teams (who have a license) can view responses or view historical data on a merchant, such as updates that have been inputted by the CSM's in the past, or emails that have been logged, etc. Gainsight is a great tool-- if not for it, we would essentially be using a notebook, or a very cluttered excel spreadsheet for each client. Being able to log all kinds of updates (email, call, meetings) and assigning action items directly to users who are involved is a very seamless process, and Gainsight has helped us with that. It has also helped us with providing daily alerts based on usage data to help CSM's be notified whenever there are spikes or negative trends with our customers.
  • Ease of note-taking/activity updates for customers; being able to assign action items directly within the platform.
  • Surveys with in-box NPS features. Surveys are very easy to create and choose contact lists from, and very straight-forward to configure.
  • Configurability by an administrator to make Gainsight beneficial not just to a CS organization, but for cross-functional players as well.
  • Connectors between Gainsight and s3 can be a little iffy sometimes and cause false ingest failures.
  • More configuration for alerts when CTA's get triggered. It could be more in-depth for specific CTA Types/Reason codes etc.
Gainsight for a customer success organization is essential. It gives account managers or CSM's a one-stop-shop view of all their customers, and with the dashboards that can be configured, they can have an easy outlook as to why a merchant's overall health score may have dropped or improved. Some scenarios where it is less appropriate, however, would be Sales or Risk, etc, just due to the limitations of the product and how catered to it is for customers and updates/historical information on them.
Overall support for Gainsight is great. Asides from a dedicated Customer Success Manager, there are multiple ways of reaching out to them, which makes it super easy depending on the type of question you are trying to ask. They also have support forums where you can first check to see if any other users have encountered your issue in the past. The only thing is that you have to know that these options are available in order for you to fully utilize them (email, webchat).
Sacha Laskow | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Gainsight is used by the Client Success Department and management/executive team for the client services organization. The goal was to address a number of business goals:
  • Accurate health scoring across our client base to manage escalations, track advocates, and give management better visibility
  • Manage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to Action
  • Provide a central hub for client information, usage stats and CSM contact history (Timeline)
  • Reduce the number of tools the CSMs were having to log-in to and use each day
That mandate has also expanded much further to include various reports and insights as well as automating tasks and emails using Journey Orchestrator.
  • Gainsight is massively flexible and can be configured to do almost anything with the Rules Engine and being built on the Salesforce platform.
  • The team at Gainsight is amazing, super helpful and will always make time to help improve and achieve the goals of the implementation.
  • The community, documentation and support are all quite mature and provide a lot of resources to understand a complex system with many features.
  • Along with the flexibility, the complexity of implementing and thus the learning curve is quite high.
  • Some Admin functions could be made more user-friendly with some simple UI tweaks, for example changing 'Subtract N+7 days' to 'In the last week'.
  • Could also use more consistency across the UI, for example sometimes you hit 'Save', other times you just close the window etc.
Due to the flexibility Gainsight could likely be adapted to a multitude of scenarios and functions within a customer success organization. The key to getting the most out of it is ensuring your organization has their data in order (this is not a small task), and the business goals are clearly defined and supported.
There have been times my CSMs have not been as responsive or missed meetings / follow-ups; but, generally they are super helpful and the general technical support is excellent. Everyone is busy and I understand that, but they can work on being more organized or having smaller portfolios if they need to keep follow-ups from slipping through the cracks.
✔Robert Riegel | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight to help onboard new CS reps, which in turn helps them onboard new customers. We also have connected GS with Mixpanel to bring in customer metrics from our product, and help understand our customers understanding of the product, and where they need additional help. With the health score we can also indicate, and be proactive about, preventing churn.
  • Customer health score, which basically models how well your customers understand, and drive value, from your product.
  • CTAs, which you can trigger to your CS team in order to help them proactively reach out.
  • MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
  • The user interface needs some work, for example, when you're creating a rule, sometimes you hit "next", but sometimes you have to click on the next number in order to progress. It's a bit wonky.
  • Maybe create out of the box reports that can help admins show the value of GS with the exec team.
I feel like this is very similar to the last two questions...

What I like:
Heath Score
Rules Engine
Flat architecture

What needs work:
User interface
I love GS Support. I can always jump on and chat with somebody in a few minutes, and usually, my problem is solved on that chat. If it's not, they use the message thread to create a Case for me.
John Johnson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We currently leverage Gainsight across our Global Customer Success Organization. Our CS Organization leverages Gainsight to enhance our customer intimacy strategy and to manage our customer portfolios more efficiently. Our CS Organization includes around 35 FTEs globally.

Gainsight is also used by our Customer Support Organization for trasactional NPS.
  • Gainsight has an intuitive UI
  • Gainsight pairs beautifully with Salesforce
  • The Task Activity on timeline allows for efficient task management and leadership visibility on customer engagement
  • Missing a key integration to Outlook Calendars for Meetings displayed in Cockpit (or calendar function in GS)
  • Data integrations can be pricey
Gainsight works extremely well for a SFDC shop that is looking to make for a more impactful and efficient customer success organization.

I am unsure how well Gainsight would work in non-traditional CS capacities (TAM roles).

Make sure that you have IT staff that have allocated time for maintenance and administration as this can take up a large amount of time to get full value on all functionality.
Our CSM is knowledgeable and engaging. The support tickets are pretty well maintained and responses/resolutions are slightly above average. We have received great value from our implementation team during the current re-implementation effort.

So far we have been very happy with the customer success, customer support, solutions engineering, and projct management teams at Gainsight.
Ashley Phelps | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Gainsight is used across the organization to see customer health and document activities on the customer timeline. The primary users are Customer Experience Managers and Account Managers, with executives using it to see the timeline activities of the customer. We use some CTAs for sending semi-automated emails. Most recently, we are using it for Risk and Escalation documenting and processing.
  • The timeline is great for having one place for everyone to log notes/emails/calls/important milestones in a customer's lifecycle.
  • Creating rules to generate calls to action.
  • Fantastic reporting.
  • NPS Surveys.
  • Creating Rules in the Rules Engine is complicated.
  • Being able to edit someone else's Gainsight timeline log.
  • Reporting on internal/external attendees on a timeline activity.
Gainsight is well suited for organizations where people are taking notes and documenting things related to their customers, and need them to be visible to the entire organization for visibility, knowledge transfer, etc.
Gainsight is less appropriate for a company that is not B2B, and does not have accounts/clients.
Live chat hours are limited (they are not 24/7). Many questions are not resolved via chat and have to be escalated. Once a chat is escalated, it can take days to even get a response.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Gainsight is used as our Customer Success Management tool.
  • CS Management dashboards.
  • Customer lifecycle.
  • Customer health.
  • Slow load times.
  • It takes a large number of clicks to get into the main work screens.
Gainsight does a great job of consolidating relevant account information and automating tasks associated with Customer Success. Their staff is also very helpful in recommending the best practices they've observed across their own customers.
My Customer Success Manager is terrific and very responsive. I've had fewer successful interactions with the tech support team.
April 18, 2019

Great tool!

Bradford Gillens | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight to manage our customer relationships and our customer's lifecycle post-sale up to and through renewal.
  • Scorecards
  • Reporting
  • Documentation of customer interactions
  • N/A
Gainsight is great for managing customer interactions through the customer lifecycle and understanding how to successfully keep your customers on a path to success via using your product or service.
Love the software. It makes things much easier for us as an organization to track our customers' success post-sale.
John Applebaugh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are currently using Gainsight within Customer Success. We use it to automate some account processes such as renewals and contact management. We use the Rules Engine to generate Calls to Action for CSMs as well as make modifications to account records. We also use Gainsight to send mass communications and our NPS survey.
  • Gainsight makes reporting from various data sources very easy and intuitive. It is easy to generate reports on-the-fly and add visualization before publishing to a Dashboard. It is also easy to re-arrange data to make it faster to create reports or generate contact lists to use for outreaches.
  • The Rules Engine is a powerful tool for generating Calls to Action as well as being able to update fields on account records.
  • The Program function in Journey Orchestrator allows us to send a variety of email communications especially with multiple message variants and if we need to send follow-up emails automatically or create a Call to Action for the CSM.
  • The shareable functions of Gainsight - Share 360, Success Plans - are really great features for being able to provide additional value to customers and provide them insights into their account and usage.
  • Timeline is so much more robust than creating activities or tasks just within CRM. Timeline provides a way to track meetings and other events, add multiple participants, and even create follow-up tasks (CTAs).
  • The Support from Gainsight as well as the Community has been very important to helping us get the result we want quickly.
  • It would be helpful to have more integration with email and calendar applications so that email could be sent from within Gainsight from any email within Email Assist (CTAs), or CSM calendars could sync to the Timeline function on the C360 view.
  • Reporting is a great feature but it could be more aligned with how we can build datasets within Rules Engine or Program queries (bionic), allowing us to combine data from different sources without having to create a new data table to query.
  • Folders, folders, folders - we build a lot of email templates, outreaches, and rules, and there is currently no way to organize these so it just becomes a giant list that has be queried to find the one item you want to work with.
Gainsight is great if there are multiple data sources that aren't easily viewed in a combined way or if users do not have access to all these data sources. Gainsight provides a way to get this information into one area that is easy to view by anyone that is involved with the account. It also allows for data back to other systems like Salesforce which is important for contributors that may not be in Customer Success. Gainsight is helpful for automation as well as building scenarios with a specific goal in mind - all of which helps with scaling across segments.

In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
Gainsight has helped us accomplish much of what we set out to do. The limitations we encounter now have a lot to do with how much we are pushing the product for our needs. I am happy with how responsive support has been to our tickets and helpful at answering details around expected behavior. Documentation is good but there are some places where more information would be helpful. Product development is actively involved in answering questions on the Community portal and training has helped fill in some gaps in best practices.
Ben Michael | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight primarily in Customer Success, although this has begun to branch into opportunities in Tech Support, Field Services, and Education Services. Our primary business problems Gainsight addresses are as follows:
  • Process automation
  • Email automation
  • Mass communications to current customers
  • Deliverable organization & reporting
  • Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
  • Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.
  • Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
  • Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.
Anyone looking to scale their business to a growing customer base should use Gainsight. It's a needed tool to take the jump from manual to automated, while maintaining (or possibly improving) the value you give to your customers. We have seen immense improvements in our efficiency, proactiveness, and overall customer retention with the use of Gainsight.
I always receive help and timely responses. However, I don't always feel that the context of my questions or issues is understood. I think the team could go from very good to excellent if they were able to bridge the gap between technical product knowledge and recommended/popular customer workflows more effectively.
Carlos Gonzalez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Gainsight operationalizes the customer experience consistently across the Ceridian North American customer base. Customer success resources proactively engage customers based on calls to action from Gainsight. It also captures the “pulse” of the customer to objectively reflect a customer status assessment based on a large variety of factors. This information allows Ceridian to take the right action to deeply engage customers and correct situations that need special attention. Unlike reactionary support solutions, Gainsight is used proactively to keep customers successful before they go “off track”.

Gainsight is a critical component to the company technology stack that drives the activities of the award-winning Ceridian XOXO Customer Success program activities. It draws from Salesforce and many other systems to distill critical information for the users and management about the Ceridian Customer base. It also feeds other solutions with the real-time customer sentiment so they can be engaged accordingly.

Without the scalable operationalization of the CX NPS will suffer. Gainsight allows team members to deliver a consistent great CX!

  • Gainsight provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success.
  • Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners.
  • Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!
  • I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.

Gainsight is the keystone solution for a customer-centric SaaS organization looking to proactively operationalize the engagement of a team of Customer Success Managers, Sellers, Support people, and other customer-facing resources. Insights into recurring revenue should be objectively based on objective customer data. Gainsight provides the insight along with the suggested tasks that will secure greater revenue retention.

Ceridian is a very dynamic organization that pushes the envelope of the solutions deployed beyond their out of the box feature set. When Ceridian has special needs Gainsight brings the right people to the table quickly. The Gainsight team, without exception, is responsive, professional and very fun to work with. Great partners!
Penny Ashley-Lawrence | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Gainsight as the heart and soul of the Customer Success team. The CTAs define the day to day work of the CSMs, but we also use it to track the success of onboarding a new customer and other larger projects. It's important to us to have all of a customer's experience tracked in Gainsight to help us tell the full story of a customer. Our analytics team needs this story to better help us be predictive.

Additionally, we use Gainsight to track activity and outcomes related to the work of CSM to help understand the value of the CSM team.
  • The genius behind Gainsight is the rules engine. We pump in the usage data, along with customer information and create "if this then that" rules. The rules are very powerful and I've yet to run into something that was not possible.
  • Gainsight offers a lot of flexibility in the creation of manual CTAs, and this allows us to use to track risk and service disruptions.
  • Gainsight is a powerful platform that integrates well with other tools we use or plan to use.
  • Gainsight is not an analytics tool, but it could be. Typically, I download reports and manipulate it myself.
  • I also wish non-admins had the power to create their own reports.
Gainsight is a powerful tool and I've used it at two companies to define the work and outcomes of CSMs. If you have a multi-product offering and need to manage the post sales experience, this tool is perfect. If you are smaller, you could live in your CRM tool until you are ready.
I've never had a problem with support in the 3+ years that we've used Gainsight. Between support and CSMs, we always get the help we need.
February 12, 2019

Gainsight: I dig it!

Lauren Marsh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our client success management team uses the full license and our account management team has access to the salesforce account window.
  • Rules engine & Journey Orchestrator are great
  • UI is easy on the eyes
  • Dynamic reports are helpful
  • Error messages are actionable
  • Bringing in data from our product is working well
  • 360 takes too long to load.
  • Journey Orchestra has to be cloned and can't be edited once created. would be easier to be able to make edits in existing programs.
  • would like to add a new Customer Status in addition to active, inactive, churn.
If you have a team of people responsible for customer success Gainsight provides various ways to keep track and anticipate client needs. If you want to create 'tasks' for users to take action on regarding client data. If you despise time-based workflows from salesforce, Gainsight provides working alternatives.
This question is it my support of Gainsight? I like it!
Is it the support from Gainsight? It's pretty good.
October 17, 2018

Gainsight is Great!

Joshua Tobiansky | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We needed to get a better understanding of churn in our organization, but also to get a better understanding of our customer base. Gainsight allows us to track customer satisfaction and create scorecards that help us work better with our customers. We can be more proactive than reactive to customer issues and concerns.
  • Calls to Action - When certain conditions are met that we have created, Gainsight will alert the proper personnel to take the next steps.
  • Single pane of glass - Gainsight allows us to see everything about a customer in a single view, utilizing various graphs and easy to understand information.
  • Communication - Gainsight allows us to reach out to all or specific segments of our customer base. We can send informational, marketing or surveys and track customer response over time.
  • Gainsight does not integrate well with all systems.
  • Must have Salesforce to use Gainsight.
  • Better documentation on integration or assistance.
  • Gainsight can do a better job at ensuring their customers are utilizing the product to the best of their ability.
Gainsight gives you the big picture of your customers. You can track pretty much anything about them as well as include all of your applications and how the customer is being affected by them or using them.

In the hosting industry, Gainsight can track customer outages and monitors (with custom integration).
They can do a better job at understanding the industry of their customer and working with the customer to ensure they are using Gainsight to the best of their ability. Support has been spotty at best with implementation.
Colin Burns | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We rolled out Gainsight across our entire Customer Success organization of 100+ Success Managers and leaders. We use it as the central source of truth for all customer health and activity, and reporting on both to executives across multiple departments. In short, if it doesn't happen in Gainsight, it doesn't happen. Day-to-day Success Managers use the Gainsight Cockpit to track their customer activity. We use a combination of automated and manual entries to surface activity and needs per customer. We've also begun integrating our Gainsight to pull insights from other solutions to track customer health and create tasks for our Success Managers.
  • Roll up reports across the entire organization to glean insights that can be sent to other departments.
  • Track and triage big moments in a customer lifecycle.
  • Create tasks for Success Managers to mitigate a customer heading down the path of churn.
  • The Reporting module is only intuitive if you have extensive training on it, not even for someone who works in the SaaS space or is a heavy user.
  • Creating manual tasks within CTAs can be very time consuming. It is best if everything rolls of a Playbook.
  • The email notifications come in - at best - a daily digest.
  • Not the best for an account planning scenario; tends to be best around reactive situations that you'll face with a customer.
  • Great for managing a large team with a lot of customers; handles scale very, very well.
  • Email notifications aren't ideal for on-the-spot activity, that day.
Jason Chan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Gainsight is used extensively by the Customer Success team in my company. It is useful to track health scores of clients and to identify potential churns due to various triggers. The cockpit function was really useful in getting us to reach out to clients in a timely manner for business updates.
  • The cockpit function which uses the "Call to Action" function is really useful in ensuring we track engagement with all our clients
  • The health scores are useful to identify potential churns and we can take remedial actions to address them before the renewal date
  • The newly added timeline feature is useful for tracking key activities with clients
  • For the timeline feature, I wish there was a easy way to download a single report highlighting the key activities done with each client
Extremely useful if manager to client ratio is in excess of 1: 50 (meaning 1 account manager to 50 clients). Gainsight helps you manage and track clients activities and engagements.
I once sent in a question and there has been no official closure to date. The Client Outcome Manager was not very helpful.
Mark Peterson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Currently Gainsight is being used only by the Customer Success department. The problem we had prior to having Gainsight is that we had way too many customers to discover all of their issues and make them better users of our platform. After we implemented Gainsight, we were able to locate specific gaps in customer performance that we wanted the CSM team to address, and we created CTA's to make it easier for a CSM to structure their day without having to research/find issues. We are also able to better track the last time we were in contact with our customers, so that we can ensure that each customer we have is being cared for.
  • Easy to use UI. This makes it easy to onboard new CSM's to start using the tools and get them up to speed on their administrative processes
  • Having a holistic view of the customer makes conversations much easier by outlining everything we need to know about the customer in one view. This alone eliminates a large amount of time for our CSM's by not having to load multiple objects in SFDC
  • Rules engine/bionic rules. The possibilities are endless when you start diving into the power of bionic rules. Objects that were once unrelated can now have some sort of relation, and you can formulate extremely valuable data that used to take hours to pull into Excel.
  • Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
  • CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
Gainsight is extremely user friendly and is constantly updating to add more and more value. When it comes to any subscription-based models, putting your faith in an industry leader that is pushing the boundaries of what we thought was impossible or extremely hard makes Gainsight an easy decision. It is extremely important to put a large investment into ensuring your customers stay with you and succeed using your tool/platform, because this ensures that you are maximizing your revenue and reducing churn.
I have had many questions and every time I have been blown away by the overwhelming support of Gainsight. They are always fast to respond to my inquiries and have never failed to come up with a solution. We've had some tricky issues in the past that took a while to get through but the support team held meetings with me to help walk through everything and we've always gotten past the finish line. Top notch customer support!
Jen Molitor | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We currently leverage Gainsight within our customer success management teams. We are working with other internal teams and have leveraged specific functionality to help streamline their current processes, so indirectly they are benefiting from the tool as well. Gainsight has helped the CSM teams consistently track customer engagements and helps them prioritize their accounts.
  • Timeline - This is the BEST feature of Gainsight! There are multiple ways to allow your reps to track their engagements, all in a searchable fashion. This has been the ticket to increasing CSM adoption of the tool.
  • The people - Everyone I've engaged with at Gainsight has been outstanding! Everyone from sales to implementation to product to customer success has all been amazing!
  • Scorecard - Having a clear and consistent way to manage our customers' health has been beneficial throughout all levels of the organization.
  • Call to Actions - Setting up thresholds for when customers are at risk, and knowing why, has helped drive meaningful conversation with our customers.
  • The load times for many of the screens can be frustrating to end users. It's pulling real time reports so that is why the load times can be long, however CSMs get impatient quickly.
  • The survey tool is a bit clunky, although it's improved drastically over time.
Gainsight is an awesome tool for organizations looking to help prioritize engagements with customers based on their behavioral trend. If you are looking to drive a consistent customer experience and give your team the power of knowledge into the customer, it's a very powerful and user friendly tool. For our tiers that are more of a 1:many approach, Gainsight is less helpful as it is more of a transactional relationship.
The support team is wonderful! They are very responsive to questions and never just send you a link to a support article. They also have AMAZING documentation! They keep it current throughout all the iterations and changes and do a great job having content created before you know you need it. Did I mention that when needed, they take actual videos of the solution so you can mimic it in your environment? I've worked with many of the support team and have never been anything but impressed with each one of them.