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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 114)
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Score 7 out of 10
Vetted Review
Verified User
Incentivized
Our executive team leverages the Gainsight dashboards that we have built to give them visibility into our top accounts. Our executives will review the dashboards in meetings and get a nice high-level overview of our top accounts from this.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
There is a robust reporting system that has been very helpful for management. Each of our individual teams has multiple reports available to assess the teams efforts and success. The analytics helps to determine effectiveness of campaigns and more importantly it helps us have a better view at hiring needs and being able to set appropriate goals.
January 07, 2020

Team Gainsight!!

Sarah Yeargin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customer Success is responsible for so much of the recurring revenue. We reduce churn, increase customer loyalty and provide value. Because of this, it is important to have measurable information when considering budgets for headcount, incentives, etc. Gainsight does a great job of forecasting/tracking for us.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Executives at my org use the dashboards daily to measure client health and Client Success team KPIs.

My executive sales team uses the account health weekly to target clients at risk and to assist with the build of Risk Mitigation plans.

Our executive team is very engaged with CSAT scores that are collected via the Gainsight tool. CSAT will continue to be a top priory for 2020 and will continue to be measured via Gainsight.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are in the process of building out executive dashboards within Gainsight for our executive leadership team. This will allow us to present key data related to at-risk customers as well as opportunities tied to current customers with data relevant to this group of stakeholders.
Meredith Giersch | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Executives can see Account Health, but we limited it to one Health Factor (our fault because of lack of skill in our org), so there's a big lack of granularity into Account Health. And we still struggle with building dashboards because the user experience is tough for our team.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have built in an automated reporting mechanism which provides C level executives with a weekly health status of the customer success organisation. We have also built dedicated reports per regions for the regional management.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Executives here focus on customer health scores and trends. Within Gainsight, the functionality that enables this focus are things like Report Builder function which allows ad-hoc report/chart/graph creation. Ultimately those resulting charts are usually placed on dashboards, some of which are created for the customer success organization as a whole and others that are created for executives specifically.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Executive visibility has not been critical at our company. Executive Team members can dip into account data when necessary, but it is situational and infrequent. We haven't organized specialized dashboards and I don't expect we will in the future, though I can see how it would be helpful.
Ibrahim Ijaz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is very very very important. In our organization, we have dashboards for all our CS managers, which gives them a complete overview of all accounts' health, as well as profitability, losses, etc. It also gives an instant idea of workload based on open tasks that are created either automatically or manually by CSM's on the team. We also utilize Gainsight for weekly at risk meetings, for which we utilize features within Gainsight to assign tasks to people including executives.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I think that our executives want visibility at a high level. They do not need to see the nitty-gritty work that we do on a daily basis. they are just looking at the big numbers. I have noticed that our VP does reference the dashboards in Gainsight but still heavily relies on Tableau for reporting. We are bringing in a new director, so how our executives leverage Gainsight might change.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is extremely important, all of our executives have access but it is a bit overwhelming for them to log in. We send them specific dashboards that we have created but usually send them data from other sources like DOMO because it contains data from other sources, like services that they need.
Sacha Laskow | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Executives currently leverage Gainsight primarily for insight into Churn Risks and managing escalations. Ultimately we would like to become more proactive and prescriptive as time goes on, but the first step has been integrating Gainsight as a Risk Management tool and sharing information cross-functionally in relation to that initiative. Health Scoring is still in Beta at this time.
August 15, 2019

Gainsight is Gold

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Having visibility into customer accounts is important to the executives at our organization. Our CCO operates out of an executive dashboard in Gainsight, which allows him to surface key trends or proactively get ahead of risks. Some reports within Gainsight are actually used in quarterly board decks.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Incredibly important as our executive team have an eye for customer health and looking to understand which customers are at risk of corn like churn. We have an executive dashboard which is built to look at yellow and red accounts, which accounts are up for renewal, and other key measures which require addressing. This drives risk management and proactive executive decisions and direction in resolving any pain points.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We haven't yet made the data in Gainsight visible to our executives. This is definitely an area for improvement. We do, however, sync the data being transformed in Gainsight to Salesforce, which is what is mostly available to our leadership. When the reports and dashboards are improved and more user friendly, I will consider putting Gainsight in front our executives.
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