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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

(26-50 of 222)
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September 25, 2019

End user review of Gainsight

Verified User
Consultant in Information Technology
Information Technology and Services Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited to adoption/customer success focused endeavors where there is quantifiable data, which will make charting/graphing/etc. much easier. It becomes less intuitive and useful to use in cases where there isn't a lot of quantifiable data but rather subjective type data. For example, gauging a customer's success/adoption by survey questions will make Gainsight less useful than having measurable data.
September 06, 2019

A premier option among CS tools

MH
Mike Hilverda
Director of Customer Success
SalesRabbit (Computer Software, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 24, 2019

A Must Have for any Customer Success Organization (and more)

Ibrahim Ijaz | TrustRadius Reviewer
Ibrahim Ijaz
CS Operations Analyst
Signifyd (Internet, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 23, 2019

Gainsight made my job so much easier.

Verified User
Employee in Sales
Computer Software Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 19, 2019

Gain efficiency with Gainsight

Verified User
Director in Customer Service
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 16, 2019

Use your Brainsight, get Gainsight

Sacha Laskow | TrustRadius Reviewer
Sacha Laskow
Customer Success Manager at Absorb Software
Absorb Software (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 15, 2019

A powerful tool to build a CS division

LS
Lindsey Schell
VP Customer Success
Civitas Learning (Education Management, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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

Verified User
Analyst in Customer Service
Marketing and Advertising Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 14, 2019

Gainsight & Salesforce go hand and hand!

Verified User
Manager in Customer Service
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
May 17, 2019

Number 1 customer success platform!

Verified User
Manager in Customer Service
Computer Software Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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!
May 16, 2019

Gainsight makes me feel like a valued customer always!

Verified User
Professional in Corporate
Civic & Social Organization Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited:
Mature companies are more likely able to dedicate sufficient resources and time to implement, innovate, and evolve their usage of Gainsight.

Less Appropriate:
Start up companies. This is a robust tool that requires at least one person to be an administrator. Like any tool, there are things that go wrong, and it takes some time to learn and troubleshoot.
May 14, 2019

The linchpin to an intimate and efficient CS organization

John Johnson | TrustRadius Reviewer
John Johnson
Manager, Customer Success - Enterprise
Flexera (Computer Software, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight works extremely well for a SFDC shop that is looking to make for a more impactful and efficient customer success organization.

I am unsure how well Gainsight would work in non-traditional CS capacities (TAM roles).

Make sure that you have IT staff that have allocated time for maintenance and administration as this can take up a large amount of time to get full value on all functionality.
May 10, 2019

The timeline feature is incredibly valuable!

Ashley Phelps | TrustRadius Reviewer
Ashley Phelps
Manager of U.S. Customer Experience
DoubleDutch (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is well suited for organizations where people are taking notes and documenting things related to their customers, and need them to be visible to the entire organization for visibility, knowledge transfer, etc.
Gainsight is less appropriate for a company that is not B2B, and does not have accounts/clients.
April 26, 2019

Take on the challenge, it is worth it.

Verified User
Administrator in Professional Services
Computer Software Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
There's a whole hierarchy of Gainsight users at an organization. If your company is relatively small, it might be more difficult to establish Gainsight at your firm because one person cannot do everything. You will need a strong admin, someone who is technically savvy and understands CRM backends (Salesforce background is great) and terminology. Then you have the users of just the interface who know how to interact with them (filters, toggle, locate). Finally, you have some continuing to innovate and explore the possible features of the tech. There's an overwhelming amount of abilities and features to implement and use, so a clear vision is important before you start overwhelming yourself with the Gainsight possibilities.
April 26, 2019

Great tool if you have the resources to implement and manage it

Verified User
Project Manager in Other
Internet Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is great if you have a customer success team of at least 10 CSMs, and the resources to have a team member implement it and spend a lot of time managing it. If you have many of the process and data already in Salesforce, the implementation of Gainsight can be much smoother.
April 18, 2019

Looking to increase your performance and customer relationships? Gainsight is for you!

Verified User
Administrator in Information Technology
Management Consulting Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For me, Gainsight is a great tool in almost all scenarios, especially if these are related to metrics or usage data within direct customers of any organization. Also, Gainsight can be a great tool for any organization that would like to measure their relationship with their customers and understand where there are areas for improvement. I think Gainsight is not a great tool to use by an organization that would like to measure their employee's performance or how happy they are with their job roles. Gainsight is not an HR tool.
February 23, 2019

Gainsight: the best in class!

Verified User
Account Manager in Sales
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Easy to setup, tons of online tutorial resources, and a great and helpful Gainsight community. Early indicators of churn risks, great CTA/reports, and a great renewals process. Great customer support, actually one of the best.
February 22, 2019

Great tool for account managers and client success managers

Verified User
Account Manager in Sales
Computer Software Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is a fantastic tool for account managers and client success managers to monitor usage, schedule regular outreach, and track the overall health of an account. It's less appropriate for salespeople, because this functionality is designed more for account managers due to the fact that the information is pulled from the product. For prospecting efforts, it is not necessary and there are other tools that are better designed for these activities.
February 18, 2019

One of Gainsight's biggest fans!

Penny Ashley-Lawrence | TrustRadius Reviewer
Penny Ashley-Lawrence
Sr. Director, Global Customer Success
LogMeIn (Computer Software, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Gainsight is a powerful tool and I've used it at two companies to define the work and outcomes of CSMs. If you have a multi-product offering and need to manage the post sales experience, this tool is perfect. If you are smaller, you could live in your CRM tool until you are ready.
February 12, 2019

Gainsight: I dig it!

Lauren Marsh | TrustRadius Reviewer
Lauren Marsh
Senior Business Applications Analyst
Cornerstone OnDemand (Computer Software, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you have a team of people responsible for customer success Gainsight provides various ways to keep track and anticipate client needs. If you want to create 'tasks' for users to take action on regarding client data. If you despise time-based workflows from salesforce, Gainsight provides working alternatives.
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