Gainsight Customer Cloud

Gainsight Customer Cloud

About TrustRadius Scoring
Score 8.2 out of 100
Gainsight Customer Cloud


Recent Reviews

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.
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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 …
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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 …
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End user review of Gainsight

8 out of 10
September 25, 2019
Gainsight is used by the Customer Success organization to capture and display customer adoption data as it relates to various products. …
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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
  • Dashboards (202)
  • Customer health scoring (200)
  • Integration with (194)
  • Automated workflow (199)

Reviewer Pros & Cons

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Per Company Per Month

Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visit


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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

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 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

Frequently Asked Questions

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

Reviewers rate Customer health scoring and Customer health trends and Dashboards highest, with a score of 9.6.

The most common users of Gainsight Customer Cloud are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.


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(1-25 of 208)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
  • It does require a special skillset to manage but once it is set up the right way, it is a powerful tool for CSMs and management.
  • It makes it easier for users to understand the health of a given account and hence prioritize which customers need more attention to avoid churn.
  • It reduced storage consumption that was in Salesforce.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Health scores have been used to create a campaign to help the lowest scores reach our highest level. One team has a goal of 85 % green by the end of each month. These are newly ported offices.
  • Upsell opportunity are shown, and graphs are shown for each employees successful efforts.
January 07, 2020

Team Gainsight!!

Sarah Yeargin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • We are able to see customer health at a glance and know which offices to reach out to first.
  • We are able to see details of what is driving that score up or down so that we know what we need to help with.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • More efficiency across CSM team - able to manage more accounts/higher revenue with addition and adoption of Gainsight functionality
  • Better reporting metrics with integration capabilities that give us a more holistic look at our customer base across multiple data points
  • Ability to build and store playbooks that can be leveraged by the CSM team in order to most effectively manage their customer-base
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Focus customer engagement efforts on highlighting the relevant features of a product to increase retention.
  • Support ongoing satisfaction with the current products customers have in order to facilitate expansion in the future.
  • Increase efficiency by focusing Customer Success Manager efforts towards customers whose engagement is lower.
Ibrahim Ijaz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Increasing NPS. Our NPS score in the past year has increased exponentially, and Gainsight has made that possible with their Journey Orchestration feature.
  • Identify churn risk customers via automated rules and CSM task creation. This allows us to also forecast churn on a monthly basis, which helps give executives an idea of where our touch clients are headed.
  • Helps us with customer success qualified leads (CSQL) creation, which then in turn automatically creates an opportunity for the account manager. Seamless integration (with some quirks) has made this process fluid.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Improve retention - we've definitely seen this within our mid-market and scale portfolio.
  • System of record - this is our point of truth for our clients and vitally important to our business.
  • Increase NPS - clients no longer fall through the cracks. With their automated outreach and oversight into our client engagements, we no longer feel like we've missed a client.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • NPS has increased over 5 points since using Gainsight.
  • We have increased our emails campaigns and customer communication read rate through Gainsight via better more targeted emails.
  • The book that CSMs manage has more than doubled in using Gainsight and the CTAs
Sacha Laskow | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • It is still early but we are definitely seeing an increase in our proactive outreaches
  • Our automation goals will definitely help reduce repetitive tasks for the CSMs
  • The health score has given us greater cross-departmental visibility and the power to manage escalations as well as identify advocates
August 15, 2019

Gainsight is Gold

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • By building a detailed Health Score, CSMs have been able to see where improvements can be made within their customer base. Since doing so, the overall customer health score has improved by 5 points within one quarter.
  • CSMs are encouraged to log "Customer Highlights" on the Timeline. These logs are then shared with Customer Marketing to create a bank of potential case studies, customer quotes, etc.
  • With the help of the Report Builder and Dashboards, CSMs have a clear view into how they should be prioritizing their day, whether that means looking at the Renewals Dash to see what upcoming renewals are in risky stages, or diving into the health score report to see who is in the red.