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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)
    7.9
    79%
  • Customer health scoring (210)
    7.0
    70%
  • 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 8.6

Platform & Infrastructure

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

7.7
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.6

Customer Success Management

Customer Success Management

6.3
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.1
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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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security

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

(446)

Attribute Ratings

Reviews

(1-25 of 165)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight solves many business problems for my organization. Before our adoption of Gainsight, we had no metrics about our customer usage, their overall health as a customer, or the personas with which we were engaged.

We now use data to drive customer interactions, orchestrate journeys based on customer segments, and can proactively monitor risk or buying signs.

Gainsight has also replaced our old surveying tools, to allow us to run a more holistic VOC program.
  • Risk Management
  • Creates Calls to Action, to drive outcomes
  • Measures accounts based on multiple measures, not just the CSM's Sentiment
  • Sometimes tying Salesforce Data into Gainsight objects can be challenging. (I don't believe this is a true Gainsight limitation)
  • I would love to see the ability to create a dashboard directly from JO Analytics, to help save time recreating measure the program analytics already provide. (Since the JO program analytics aren't extensible to everyone, a dashboard needs to be created )
It manages the customer journey and allows CSM's to spend their time wisely where help is needed. It allows your organization to scale, and send things on their BEHALF that they are managing themselves today which are not value-adding exercises. Think about the ability to identify customers that are not upgrading to your latest technology, and driving them to do so on the CSM's behalf.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use Gainsight to be the endpoint Customer Success Platform tool for all of our post-sales teams. I build, manage, and integrate customer data related to their usage, support, onboarding, solutions, and LMS data to drive proactive actions and decisions based on the data configured. With Gainsight's CS product, we're able to quickly determine health, areas for improvement, and areas of risk & concern very quickly and address them with action.
  • Health Scoring.
  • Integrations
  • Best Practices in CS (Community, docs, admin Slack channel).
  • Actions (CTAs).
  • Success Planning (ROI Tracking).
  • Reporting/Dashboarding.
  • Bi Functionality.
  • Email & Surveys.
  • Success Snapshots - Not Easy to use.
  • Horizon Analytics Rules Engine - Bionic still proves to be better.
  • In Line Report Editing - Only allowed on the home page and in 1 report type on the Company object.
Gainsight is well-suited for all CS teams and segments. It does an excellent job of organizing your data and allowing you to take action in many ways. It can help you be predictive by connecting data sources such as product usage data or support data. It can tackle a 1:many CS model where you need to communicate with several customers at once.
Andrew Loomis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is used to track customer engagements, create success plans, and measure the health of our customers. Initially our implementation was focused on "inputs" into the system to ensure compliance with our recommended engagement cadence. In recent years, we've shifted focus more towards outputs and leveraging Gainsight to inform our CS team on the actions they need to be taking with their customers. This is where the real value shines. If you're just using Gainsight as a management reporting tool, you're doing it wrong - CSMs and their leaders should be using this to manage their day-to-day activities.
  • Easy to use UI.
  • Doesn't require lots of training; lots of new hires come in with experience.
  • The support we get from their account team is top-notch.
  • There seem to be a lot of limitations around fields (adding/removing/renaming) that can't be worked around.
  • It can feel like "extra work" for CSMs - more focus on baking its use into existing workflows.
  • Integration with renewal/expansion forecasting tools.
Gainsight is the gold standard when it comes to CSPs. It is best suited for CS organizations that are a bit more mature, for young startups this is probably overkill. Customers who work in CS-at-scale organizations will find this tool particularly useful due to the journey orchestrator capabilities that allow for the automation of common CSM tasks. Strategic and enterprise-level CSMs may find less value because "every one of their customers is a snowflake that can't benefit from automation."
Michael Worthen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am the admin of Gainsight for my company, and we use it in our Customer Success organization to automate processes that free up time for our team. We have automated emails set up that go out periodically to customers that fit specific criteria, which takes that off the plate of our Customer Success Managers. We also utilize CTAs as reminders and checklists for tasks that need to be done on a daily basis.
  • Reporting
  • Automated Emails.
  • Task Tracking
  • I would like to see a little more customization with IF ANDs within Reporting, Rules, and Programs.
  • I would like to see Data Designer become a little more user-friendly.
Gainsight is well suited for automating email sends for specific daily tasks such as Renewals. Reporting is also a thing Gainsight does well because it allows you to utilize any and all information that is being used within GS for data points to help with engagement and usage.
Jamie McConville | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Initially, we needed a tool to centralize our client data as well as keep our Client Success team organized with their tasks with managing so many clients. We continue to solve for other problems year over year as our Gainsight CSM digs into our business needs and opens the door to features that she feels would best suit us.
  • Gainsight has allowed our Client Success team to manage our clients efficiently. The tool is key to managing our client life cycle from initial engagement, through implementation and Go Live phases, and following through to Renewal. Being able to trigger alerts as well as tasks for CSMs based on usage and on life cycle stage has been crucial.
  • Customer support is great. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outside the box when making strategic recommendations for our business.
  • Journey Orchestrator allows us to trigger customized, automated emails to our clients. The feature allows for inline reports with charts and includes tokens that can be auto-filled from fields in Salesforce or Gainsight (user first name, contract thresholds, etc).
  • 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 friendly as it's a fairly technical tool, but I can dream.
Gainsight could be used by any business where a client's success is a primary focus and a team of folks are looking for a tool to centralize client data and to assist with organization of client-related tasks. Additional tools to note when considering are their survey capabilities, automated client email tool, and their integration with Salesforce.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight was being used by all of the customer success to log activities with customers on a daily basis. We also had very specific alerts related to usage and communication built in to make sure we were monitoring how our customers were doing with our product and how often we were speaking with them.
  • Customized alerts directly to your email
  • Incredible reporting/graphs to show customers usage breakdowns
  • Load time of reporting can be slow based on how large of a data set you are pulling
Best suited for users looking to organize a lot of different information about a lot of different customers. Less appropriate for a sales team from a day to day basis, but extremely useful for a customer success team.

As a CSM, you are constantly context switching between customers and it can become hard to keep track of your most recent interactions/where each customer stands in regards to product usage. Gainsight solves this problem. Both departments (sales & customer success) can benefit from the reporting suites and alerts in Gainsight.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight in the Customer Support and Success teams. It helps us bring together information from multiple software applications. Salesforce, Zendesk, Domo, and Pendo, these are are the primary software applications we use. For the two teams this is what they use to connect and record contacts with our clients. It can be customized, and we are doing better now.
  • Allows us to bring information such as, client Health Scores to our cockpit view.
  • Allows us to use our Salesforce information, but in a more efficient way for our teams.
  • It was a difficult transition, with issues that needed to be ironed out.
  • Customizable, but we had to collaborate, rather than having each individual team have their own options.
We have gained a lot of insights into the clients we have enabling us to plan more effective ways to help and support them. When we pull up a client's file we have a color coded health score that helps us understand the basic adoption. This also helps to prioritize the struggling clients to help them achieve greater success.
January 07, 2020

Team Gainsight!!

Sarah Yeargin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is used by a variety of departments at my org including Sales, Client Success and Client Implementation. Gainsight addresses support and monitoring of client life cycle, success plans, progress and client risk.
  • Love, love, love the Timeline feature for my Client Success team -- meetings notes, collaboration etc...awesome feature
  • Very detailed support site and online community
  • CTAs have been a lifesaver for our Implementation Specialists that work with large numbers of clients.
  • Success Plans have been instrumental in supporting our higher-tiered clients without creating duplicate work for our Success Managers.
  • Ability to print Success plans is severely lacking.
  • Printing survey results is bulky and not user-friendly.
  • Clearly understanding the Gainsight nomenclature (CTAs, Objectives, Playbooks, etc.) and how they relate to the system's internal structure was difficult for someone not super involved with the back-end of the system.
Keeping track of current client programs with notes, CTAs and Success plans has been a very positive add for my team and they have used the tool with great success. The scenario where Gainsight is a bit of a struggle is for surveys. We consistently survey our clients but very much need a quick tool to report survey results in graph form, which we cannot get from Gainsight at this time.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is leveraged by our team of Customer Success Managers and CS Management in order to track and manage customer health, predict and triage at-risk and/or unhealthy accounts based on key data ported related to how customers leverage our software, log important engagements with customers, track CSM activity/productivity to ensure we're at a healthy utilization rate as a team, and aid in proactive engagements with customers as our CSM team scales.
  • Gainsight is easy to integrate with other systems and allow flow of important data to and from the system. This allows us to report key metrics to business stakeholders as well as proactively gives our CSM team important information related to their customers that allows them to make strategic business decisions.
  • Customization of Gainsight makes it easy to tailor the information that different people need to see in various forms (Reporting/dashboards etc.). The interface is clean and easy to navigate.
  • It can still be tricky to get certain data into Gainsight that the team needs in order to do their jobs properly in the appropriate format. Requires manual intervention from our Customer Success Ops Manager.
  • While it allows for task managment and information storage on the account level, it would be great if we could have a team-level view where certain activities/metrics could be leveraged from an internal team standpoint.
Great for CSMs managing larger subsets of customers as well as smaller subsets. Helpful for CS management to configure in a way where key metrics and data are provided that can be reported to the business in a productive way.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight to standardize our approach to client situations. Gainsight is our single data source regrouping all our customer data; this allows us to have a consolidated picture in a single environment and leverage that to build a success plan around that situation. It is also used to run automated NPS campaigns.
  • C360 - Account dashboard providing the complete health of a customer
  • CTAs - Call to action triggers on customers relevant to a particular situation during the lifecycle or a risk arising in the client journey.
  • Success Plans - Build a consolidated program based on tasks to make a clients journey successful
  • Configuration of the tool can be tricky and not so obvious.
Gainsight is well suited when a CSM is managing multiple accounts (higher than 10) and each requires a certain degree of personalized follow up. With its automation (rules engines) you can also build into the system automated responses and triggers for your customer and/or CSMs relevant to a particular situation. Reporting for management is also a key feature that Gainsight is well tooled for.
October 22, 2019

Good CS Platform

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Gainsight as the platform for our CSMs to work with their customer base. It provides meaningful insights and automated actions to make it easier to see which accounts need additional support, where opportunity for upsell/cross-sell exist, and general risk management.

Additionally, Gainsight offers robust reporting that helps the Customer Success Department communicate effectively with other departments and executives in order to address high level issues.
  • Reporting
  • Automation
  • Customer Insights
  • Reporting across multiple objects in SFDC
  • Ease of automated processes
If you have enough customers and ARR, you can't live in spreadsheets any more. Gainsight is useful to pull data in from different tools and bubble up actionable insights to your team. If you want to use it effectively, you should have a dedicated resource to manage Gainsight and make sure you can make changes to its data structure and reports as quickly as your business needs to change.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Ibrahim Ijaz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We were an early adopter of Gainsight and really didn't use it within our Enterprise business until the past year. In our last renewal with Gainsight, we engaged a Gainsight consultant to determine if their solution made sense for our Enterprise accounts. No surprise coming out of that engagement the consultant recommended we continue using Gainsight with our Enterprise clients and also worked with us on best practices to roll out to our teams. We currently use Gainsight throughout our Customer Success and Sales team. We have other departments that don't work within the tool day to day but upload their client deliverables in Gainsight so we have a proper system of record. Currently, our mid-market and scale team take full advantage of the platform and we're using the platform to about half its strengths in Enterprise. But to be fair, a large part of the delay in using Gainsight to it's fullest extent isn't on Gainsight but on our data cleanliness in Salesforce.
  • Timeline - love that you can see all of the activities that happen on an account in sequence. This has been extremely helpful as we onboard new folks into new portfolios.
  • CTAs - when dealing with clients there are so many things you need to track or deliver upon. When we were able to get our teams to fully utilize CTAs and Cockpit. It has changed how they manage their accounts for the better.
  • Success Plans - in full transparency we're not using these currently but we're about to start. We plan to use these internally as account plans and then also externally with our clients (joint strategic plans).
  • Onboarding - since we were an early adopter we weren't properly on-boarded because they hadn't built out a process. This is no longer a con because I've heard from other colleagues who have implemented Gainsight somewhere else and they were properly on-boarded.
  • They're growing so fast that people are moving all over the place. We feel like we've had to help train their team on our implementation and our overall needs.
  • More frequent engagement with our account team.
Their platform works well for mid-market and scale but may be tough for some global accounts and their complexities.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is exclusively used by the global customer success team (about 15 people). We started using it this year to help us streamline our customer info, notes, and reminders into one platform. We also wanted the automation of reminders for outreach. It has helped us track our efforts and have more visibility into our accounts.
  • Allowing for customized 'calls to action'
  • Providing a lot of information about clients in one shared online platform
  • Sitting on top of Salesforce so that all of the data can be seamlessly transfered
  • More differentiation between 'calls to action' and timeline entries
  • More options for fields in the subscription info
  • Doesn't provide visibility to Salesforce users so there is a disconnect with the sales team
I love gainsight because it makes my job easier. I have already recommended it to my colleagues and peers because I have found such success from it. It is really good to use for proactive outreach such as for quarterly business reviews and health checks. It is not as helpful to break down your onboarding customers because it groups all of those types of CTAs together.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight enables our customer success team to manage their accounts through health scores, meeting notes, surveys, email campaigns, and CTAs. Our executive, sales and CS leadership teams use the tool to gain information on their accounts and to review dashboards. We use Gainsight as the main tool to store all customer data. It allows us to monitor trends and risks at a high level.
  • C360 page: all the information about a customer is one place that is easy to read and customize as needed. Allows CSMs to prep for calls within minutes as well bring other team members up to speed quickly.
  • Timeline: quick and easy way to create, search and edit notes about the customer. These are easy to share with other teams and create different categories for quick searching and reporting.
  • Sally bot: a quick and easy way to get customer information without navigating Gainsight. Great to use on the go, especially through the Slack bot and new Gainsight app.
  • Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
  • Sharing: getting other teams access to the C360 page has been difficult without a full license.
  • Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
Great tool for CSMs and account managers who are managing individual accounts. It’s also great for 1: many teams with the CTAs and automated emails. We still send most data back to Salesforce and share the customer information through Salesforce instead of Gainsight.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is used as a way for current Customer Success Managers and Account Managers to understand the health of the accounts they serve, and as a task management tool.
  • Quickly deliver mid-level client insights.
  • Generate tasks for users based on client events.
  • More customization on a user-by-user level.
  • Easier tools for building reports.
  • More reliable rules engines means reports are less likely to fail.
Better for serving small/medium business clients than Enterprise clients.
Sacha Laskow | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
August 15, 2019

Gainsight is Gold

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is used solely by our Customer Success team. However, insights are logged and key reports are shared with various teams and ELT across the organization. Gainsight allows our CS team to own customer relationships, from activity logging in the Timeline, to executing Success Plans within their book of business. Also, the Reports within Dashboards allow for risky behavior to be easily surfaced, creating a simple way to prioritize actions.
  • Admins can create reports easier in Gainsight than they can in SFDC -- the ability to spin up ad-hoc reports is critical, and the ability to do this easily is wonderful.
  • My Customer Outcomes Manager at Gainsight is incredibly reliable, and responds promptly.
  • The features that Gainsight focuses on releasing/creating bring value, and resonate well with CS teams.
  • Though it can do a lot, sometimes the execution of something is extremely technical and requires a lot of steps-- thank goodness for my COM!
  • More help articles would not hurt.
If you are looking to help better scale a CS team, implementing Gainsight enables you to roll out processes that help ensure all CSMs are following the same plays. We purchased Gainsight when we were at ~10 CSMs, which was a big enough group to see the immediate impact the features had on our team. It's a one-stop-shop for them to work from to help create better efficiencies.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is being used primarily by our Customer Success Management and Implementation Services teams.

Our primary drivers for adopting & using Gainsight are:
  • Customer source of truth with a record of customer history
  • Consistent customer experience across CSMs & Implementation Specialists
  • Risk identification & management
  • Customer marketing
  • Lifecycle management
  • Reduced time to onboard new staff
  • Reduced time to first value
  • Customer source of truth: the C360 view of the customer is unparalleled. It gives our CSMs a true view of everything going on with the account in one place. Getting ready for client meetings is much easier when there's only one place you need to look!
  • Salesforce Integration: if you're using SFDC as your CRM, Gainsight is a no brainer! Our sales organization has a quick view of what's going on with the customer in the widget and on the other end, our CSMs have a view of what's going on in terms of expansions via opportunity records surfaced in the C360.
  • Information Surfacing: Gainsight is great at surfacing the information you need in a JIT fashion via CTAs & linked objects.
  • Zendesk Integration: Zendesk integration is extremely rigid and hard to customize. We have struggled to properly surface our customer support tickets in Gainsight.
  • Release communications: I've been caught off guard by pages totally redone with no warning and no explanation of the new workflows of those pages (particularly in Administration).
Well suited:
- There is a dedicated CSM team with a 1:1 assignment of accounts.
- More mature CS organization with defined processes for your CSM team.

Less appropriate:
- There is a services fulfillment team that does not have access to Salesforce—the lack of direct integrations with other tools makes it hard to communicate with other teams.
- Less mature CS organization with no real processes defined.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is utilised within our Client Services team as a tool to centralise our engagements with our clients and enable us to have a non subjective view of account health. It removes the need to use multiple tools and allows us to pull data from other systems (eg Zendesk, Mixpanel) as part of our health checks.
  • Customer health
  • Tech touch
  • Best practice
  • Recording of customer engagements
  • Enhancing their Timeline functionality which supports real life use cases such as pulling in open CTAs to a new timeline entry when recording a meeting with a customer.
  • Further enhances the ability to add comments and tag people in sub CTAs similar to what you see in the overall CTA.
  • Journey orchestrator emails to have the ability to output tabular reports.
After extensive research into what customer success software was available, we found Gainsight was a true leader in this area and we were blown away by the possibilities. It allows us to capture our engagements with our customers, record meeting actions (aka action items) and enable the team to view CTAs for their assigned customer accounts. It is limited in sharing meeting timeline records externally in a simple way, however, the benefits in using a customer success system outweigh the cons!
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