Gainsight CS

Score8.8 out of 10

670 Reviews and Ratings

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Gainsight CS

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What is Gainsight CS?

Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to Gainsight’s platform includes access to the company's thought leadership and the Pulse community.

To see how companies like Okta, SAP Concur, and Box currently use Gainsight, visit www.gainsight.com.

Categories & Use Cases

Media

Screenshot of the Journey Orchestrator, used to build personalized, scalable customer journeys with lifecycle-based emails, playbooks, and triggered workflows, so no customer slips through the cracks.

Screenshot of an AI Cheat Sheet. These offer AI-generated summaries, suggestions, and insights tailored to each account—so CSMs spend less time analyzing, and more time acting.

Screenshot of AI Scorecards. These are used to analyze renewal and churn data to recommend new measures, refine weights, and create high-impact scorecards (or refine existing ones), to forecast with more precision and act with confidence.

Screenshot of Success Plans, where users can create clear, outcome-based plans with customers—then track progress, assign owners, and show stakeholders exactly how value is being driven.

Screenshot of Gainsight Home, which provides one place for customer success teams to prioritize, act, and prove impact—powered by real-time insights, AI signals, and workflows designed to drive retention and expansion.

Screenshot of Customer 360. This interface brings together usage data, health scores, playbooks, and account details into one unified view.

Screenshot of Dashboards & Reports, with customizable dashboards and reports to surface what matters most.

Screenshot of the Renewal Center. This includes AI to predict renewal outcomes, boosting forecasting accuracy.

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Screenshot of the Journey Orchestrator, used to build personalized, scalable customer journeys with lifecycle-based emails, playbooks, and triggered workflows, so no customer slips through the cracks.

Integration with Salesforce.com
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Category average: 9.1
NPS surveys
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
Category average: 8.8
Customer profiles
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
Category average: 8.7

Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Category average: 8.5
Sponsor tracking
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.
Category average: 7.8
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Category average: 7.4

Satyanjoy Das

Senior Partner Success Manager in Sales at Acronis (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Gainsight CS to track our accounts overall health in terms of business growth, contact, certification. It helps us in tracking various tasks given for our accounts and automated those gainsight. For example, accounts who are at churn risk, we get automated alerts in the form of CTA and we can prioritize those accordingly. As a salesperson it's extremely important to get a dashboard to have a bird's eye view of your accounts and do a quick health check and prepare the action plan based on those information. Gainsight CS make this happen for me - I can have a glance at what I need to take care of on an urgent basis and plan my day. I can create a custom CTA as per my own requirement. This also applicable for roles with people management who can pull reports for the entire team on a similar matrix and set the agenda of the week or month. Auto logging calls, meetings and emails are another important aspect of CRM hygiene. Gainsight CS allows us to do these menial tasks automatically and keep tracking our work.

Pros

Dashboard view of all the accounts
CTA - reminders for tasks which are automatics as well as manual
Call, meeting and email logging

Cons

Outlook integration could be better as within Outlook we do not get much insight of the account. While contacting a contact from Outlook, it will be great if the Outlook -Gainsight CS tool can show certain important information, like any pending CTAs, the latest billing amount, and pending certifications, etc. This will improve the communications and make it more aligned with the company and account perspectives.
Limitations of report creation are user level - As a user I can not create report as per my wish on my set of accounts. Only the admin user has access to that, and also it's very intuitive compared to Salesforce.
Dashboard customization - as a user I have very much limited options to put in my dashboard. It's all about CTA all the time.

Return on Investment

The timeline features - tracking interactions in a log manner is the greatest impact compared to vanilla Salesforce.
Dashboard View - As good as the timeline features, getting everyone in one view really helps in planning.
CTA - Task automation helps a lot as it is part of the dashboard. We can make sure by focusing on the most critical task at hand.

Usability

Alternatives Considered

Salesforce Lightning Platform

Other Software Used

Microsoft Teams, Microsoft 365, Salesforce Lightning Platform

Greg Watkins View profile

Senior CSM in Customer Service at MATTERPORT (501-1000 employees employees)

Use Cases and Deployment Scope

We use Gainsight in customer success to organize all of our customer communications and manage our risk assessments. My main use is to manage our churn and the timeline of events for communications. The ease of use and quick set up have been amazing for us. The biggest challenge is always organizing your customers in a way that you can make meaningful decisions from.

Pros

Risk management- managing customer health
Timeline with AI enhancement- ability to see all communications within account
Journey orchestration- ability to build automated customers plays based on series of rules and logic

Cons

Ability to customize segments for customer organization
Access to customer community platform on non enterprise version of product
It would be great to get access to our CSM more frequently if possible

Return on Investment

Reduced our customer churn by count
Allowed us to focus on more at risk customers
Helped automate our communication workflow to expand our reach

Usability

Sarah Ager View profile

Sr. Product Marketing Manager in Marketing at Optimizely (1001-5000 employees employees)

Use Cases and Deployment Scope

We've improved accounts transitions drastically compared to the past, where former CSMs used to log notes in Google Docs and store emails in customer-named folders. Now everything is logged in one place, creating transparency, and the AI Account Summarizations for Risk, Renewals, and Strategy are super helpful for stakeholders getting a high-level update on an account.

Pros

Meeting and Email historical log of activity.
AI Summarized overviews.
Overall health scores.
tagging team members for collaboration.
CTAs for CSMs and Onboarding teams.

Cons

Dashboards for Reporting are limited to certain widgets.
Not good for renewal forecasting.
Form field updates don't save automatically.

Return on Investment

Improved team collaboration across multiple departments.
Easier account transitions due to historical data.
AI summarized account notes, meeting details, and action items.

Usability

Alternatives Considered

Totango

Other Software Used

Salesforce CRM Analytics, 6sense, Adobe Marketo Engage

RaviShankar Sundaresan View profile

Senior Enterprise Cloud Architect in Information Technology at Blue Yonder (5001-10,000 employees employees)

Use Cases and Deployment Scope

In [...], we are using Gainsight CS by integrating with Salesforce for tracking the Customer Journey,Customer satisfaction scorecords, healthchecks, large customers contract related information like renewals, risks, timelines, track customer feedback, no of Transactions each customer is entitled for the respective Supply chain management solution module.

Pros

Cusomter Scorecards
Customer Feedback
Customer Health status
Great in-app survey along with email communication tools

Cons

Support timelines could be improved
Renewal costs are bit High
More integrations with multiple SaaS cloud platforms
Need to improve on Data Security
customization flexibility

Return on Investment

Improvement in Customer Contract Renewals
Full visibility to the product management leadership and technical team about the customer feedback, customer scorecards
Able to integrate and Sync easily with existing Salesforce tool
Improved the supply chain management Product roadmap and strategy.

Usability

Alternatives Considered

Freshdesk Omni

Other Software Used

Salesforce CRM Analytics, Azure AI Search, Azure AI Studio

Michelle Ali View profile

Customer Success Manager in Customer Service at CertifID (51-200 employees employees)

Use Cases and Deployment Scope

We use Gainsight CS for customer health monitoring, lifecycle maintenance, creating playbooks and success plans, reporting and dashboards.

Pros

Dashboards
CTAs
Success Plans

Cons

Integrations with Salesforce, sometimes this goes down and doesn't sync well

Return on Investment

Return on investment
Relationship management
Surveys and voice of the customer

Usability

Alternatives Considered

CATALYST Enterprise

Totango

ClientSuccess

Strikedeck (discontinued)

ChurnZero

Gainsight CS

What is Gainsight CS?

Categories & Use Cases

Media

Key Features

Top Performing Features

Integration with Salesforce.com

NPS surveys

Customer profiles

Areas for Improvement

Help desk / support tickets

Sponsor tracking

Revenue forecasting

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

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