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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…

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Recent Reviews
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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

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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

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

7.1
Avg 8.2
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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 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 Integrations

Gainsight CS Competitors

Gainsight CS Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security
whistic readyRead Gainsight's Security Report on Whistic Security Network™

Gainsight CS Downloadables

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%
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Comparisons

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Reviews and Ratings

(447)

Attribute Ratings

Reviews

(1-24 of 24)
Companies can't remove reviews or game the system. Here's why
December 05, 2023

Social and Spot Risk before it overtakes you!

Verified User
Manager in Sales
Computer & Network Security Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
Gainsight is immensely powerful if you have the correct implementation team and put a lot of effort into setting up your customer journey and engaging with either the Gainsight implementation/consulting team or an outside consultant. They are a wealth of knowledge when it comes to best practices and can help you shape your program towards industry standards. That being said, the learning curve is steep and it requires a FTE to implement and manage long-term. There are so many features that stack upon each other and it requires CS management to have a great amount of rigor/oversight/reporting capability to keep up with. I.e. if you want to do mass email sends it requires specific entries into the people section by CSMs at the account level - if something is missing or incorrect, those sends don't happen.

So the features are there, but it requires the "right" organizational and leadership model to implement very successfully. Even without implementing everything there is still a great deal of ROI inherent in the product.
December 04, 2023

Gainsight CS - Still the best CSM Tool Out There

Verified User
Account Manager in Other
Computer Software Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.
September 26, 2023

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

Andor Fuhrer | TrustRadius Reviewer
Andor Fuhrer
Head of Customer Success Ops
Benchling (Computer Software, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
From a user/CSM perspective - very easy to use and pretty straightforward. Gainsight is continuously improving/addressing 'too many clicks' that annoy some CSMs.
From an admin perspective, fairly easy to use and setup. it would be ideal to have a very technical admin, and if that person has relational database experience, you will be golden!
Gainsight also has good support, Technical Account Managers available (at a cost) and they offer weekly office hours
September 21, 2023

Great Tool for Customer Success

Verified User
Contributor in Customer Service
Computer Software Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I would describe myself as a power user/system admin of the tool. The tool is easy to use once you understand how it works. Not having classical training in the tool I was still able to pick up the admin side fairly easy.
September 20, 2023

Gainsight is worth all the hype.

Verified User
Director in Customer Service
Information Technology & Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
From a user perspective, it is incredibly intuitive. There are some Administration gains that could be added, but if you are willing to invest the time to understand it you can pick it up quickly.
September 20, 2023

Highly Recommend Gainsight for all CS Organizations!

Verified User
Manager in Information Technology
Computer Software Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
No software is easy to learn and apply. Gainsight has all of the resources needed to begin. Gainsight GO is an excellent documentation catalog. Community and Slack are great places to connect and strategize around best practices. The LMS system is enriched with hours and hours of training videos and quizzes. The certification process is well-documented and clear.
September 18, 2023

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

Michael Worthen | TrustRadius Reviewer
Michael Worthen
Revenue Operations System Admin
Mineral (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
I think there is a lot of flexibility with Gainsight and the ability to make some simple builds that bring high value to your CS organization. Success Plans really give a great checklist and to-do list for processes such as Implementation of a product, it keeps the Imp Reps on track and allows them to see what they have completed and what they have left while tracking everything with Timeline entries. The reporting aspect and Dashboard to embed them in allows for our team to keep track of the customers they are in charge of and any information that is useful for them to see all in one place rather than having to go into multiple systems to find the info.
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
Usability
7
There are elements that could be improved, but I've also seen Gainsight CS make improvements to usability over the years, and each update gets better and better. Reporting, in particular, is difficult to use. However, CSMs using account views and logging activities are quite user-friendly. Our team also loves the new Horizon and NXT versions where they can more easily use a Home page, Cockpit, Success Plan view, and Timeline.
September 29, 2021

Helpful for understanding customers and gauge their health

Verified User
Director in Customer Service
Financial Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
The interface is fairly intuitive but could use some work. There are a lot of available features to help us zero in on what is most important as it relates to performance and the predictability of problems or concerns. This helps us stay in front of any issues and sends the message that we truly value our customers and their success using our service.
January 11, 2019

Gainsight saves the Customer Success puzzle

Colin Burns | TrustRadius Reviewer
Colin Burns
Group Director, Client Success
Sprinklr (Internet, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Usability
7
Creating reporting is very, very cumbersome and slow. And creating on-the-fly Cockpit actions are a bit slow and tough to use. The concept of Gainsight is amazing, but they are still improving when it comes to making it very fast, scaleable, and usable for large installs.
November 30, 2018

The powerful tool that is Gainsight

Ben Michael | TrustRadius Reviewer
Ben Michael
Sr. Manager, Customer Success
Jamf (Computer Software, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
August 18, 2017

Early Use Gainsight Review

Beth Power, MBA, CSM, SA | TrustRadius Reviewer
Beth Power, MBA, CSM, SA
Director, Customer Success
VersionOne (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
Most features are very intuitive and simple to use, but some are not. The core functions for a CSM are very usable, and since that is the majority of our usage the score bumped up. I would love to see improvements in CoPilot and Reporting overall.
The general UI look and feel is modern and pleasing, and the visualizations are clear and helpful.
August 01, 2017

Feel the Pulse of your Clients

Vinny Poliseno | TrustRadius Reviewer
Vinny Poliseno
Director, Salesforce & Business Systems
Salsa Labs, Inc. (Internet, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
Using the tool I don't think is very difficult. I do think there is a major learning cover to support and stand the tool up. There is a lot to learn when first getting started with MDA tables and rules. But once you get one or two under your belt they are very repeatable and easy to use.
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