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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

(101-125 of 135)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
Never interacted with their support team directly or needed to, however, their representative that works with us is always super knowledgeable and extremely helpful. Not much else to post about that and this answer requires 50 to 200 words in order for completion.everything has been great so far!
Score 9 out of 10
Vetted Review
Verified User
As an administrator, support is extremely important to me. Gainsight support is fast and helpful. Additionally, Gainsight community allows for collaboration of new ideas that I can share and management does reach out and respond to for additional information.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Our previous CSM was very engaged & helpful - overall seems like there is some great support but not a ton of followup on the action items, and it can take awhile to get movement when there are issues that aren't deemed critical (e.g. sponsor tracking doesn't work).
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight is always extremely quick to get back to us in response to any of our questions or issues. They also have great project managers who are incredibly helpful to work with, and always respond in a timely and thorough manner. With any support tickets submitted they always follow up to make sure the issue is fixed and will also give you updates while the ticket is open.
Steven Doty | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Initial implementation three years ago was rocky - our implementer was brand new. All of our CSMs and support personal since then have been really incredible. We have changed CSMs twice but each time the CSM was promoted within Gainsight and we were happy to see them succeed. The transitions between support personnel have been careful and smooth.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Gainsight has built out an incredible amount of resources along with their online community. If I ever run into a question, I always know that I have multiple sources I could use. From their support line to the online community, or the plethora of help articles and videos allow me to find the answer I need.
Colleen Fleming | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gainsight has great customer support. You have your CSM and a designated support rep. Along with this there is an online community where other Gainsight admins can talk to each other and get advice on issues or problems they are facing. Gainsight also has an "university" where you can watch tutorials as well as sign up for live trainings on certain features of the system.
August 16, 2017

Gainsight Feedback

Samantha Braastad | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The support team and structure is amazing. They are always very detailed and provide a lot of context and follow-up on open issues. They are proactive when new features are released and they can see that you are struggling.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The support team is quick to respond to requests, but more often than not, I feel like I know more about the product and Gainsight jargon than their reps do themselves. They are polite and courteous, definitely want to help, but not always the most knowledgeable.
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