Gainsight Impresses!
Updated February 28, 2025

Gainsight Impresses!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight CS

Gainsight has been great at providing us a holistic view of the customer as well as providing our alerts when a customer is in jeopardy. We love the customization options as well as the reporting and dashboards. The ability to track how we are interacting with our customers and then watch what happens afterwards has been instrumental in proving the value of the success team. We also heavily use Journey Orchestrator for our digital success motions.

Pros

  • Love the health scoring functionality. It's great at providing a holistic view of your customer's health.
  • The rules engine and the ability to customize alerts for risk has been incredible for our CSMs. We can enter data to trigger an alert when a customer's usage drops off, and they are more likely to churn.
  • The analytics and dashboarding are great. It's incredibly helpful to be able to set up a subscription to send our executives and leaders information about how their teams are performing at whatever cadence they want.
  • The integrations are also top notch. Especially the Snowflake integration as it allows us to easily ingest data into Gainsight from other systems.

Cons

  • It would be great if features across the platform were a bit better connected.
  • It can be a bit cumbersome to rearrange reports in dashboards, reorganize the C360 or Home. The drag and drop is just not user-friendly at all.
  • Continuity between all areas of the platform is also lacking. In some areas, you might see Run Date as a filter option, in others, you’ll see Today. It would be great if things were labeled and behaved the same across all features. This also leads to the disjointed aspects as well.
  • Definitely increased employee efficiency. The health score and alerts have enabled our CSMs to have better visibility into at risk customers and prioritize their time accordingly.
  • Better Customer service. The CSM has everything they need to know about a customer at hand before calling, so they are better prepared for calls/appts. Collaboration between teams is easy, and the AI features do a good job at summarizing all interactions.
User-friendly and highly customizable. Easy to navigate and convenient understand. Could use more cohesiveness between features, and some areas lack in consistency. Ability to customize views and actions for multiple roles and personas. Excellent documentation and community are also available as resources. Heavy focus on user efficiency is new releases including incorporating more AI.

Do you think Gainsight CS delivers good value for the price?

Yes

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

Our business is very complex with lots of products, and even in that scenario, Gainsight has proved to be a great tool to help our CSMs organize their day, have a holistic view of their customers, and track their interactions. It is a costly solution and does really need at least one full time administrator, so that should be considered in the cost as well.

Gainsight CS Feature Ratings

8.0
Product usage
8
8.6
NPS surveys
10
Sponsor tracking
5
Customer profiles
10
Automated workflow
10
Internal collaboration
8
Customer health scoring
10
Customer segmentation
7
7.8
Customer health trends
10
Engagement analytics
8
Revenue forecasting
5
Dashboards
8
9.0
Role-based user permissions
9
9.5
API
9
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Using Gainsight CS

Customer Success, Account Management, Product Management, Renewals Management, Technical Account Management
1 - Knowledge/experience in Customer Success helps. Skills like project management, change management, agile methodology. If using the through Salesforce, knowledge of that also is a must, especially the data structures. Organizational skills and presentation are also key to success.
  • Health scoring
  • Activity tracking
  • Collaboration
  • Scaling Customer Success
  • Using internal surveys to help gain info to close CTAs
  • Contact management
  • Upsell/Cross-sell motions
  • More digital success motions
  • Automation of renewal paperwork
We are consistently seeing value and our CS and AM processes are built out extensively

Evaluating Gainsight CS and Competitors

Not Sure
  • Scalability
  • Integration with Other Systems
  • Ease of Use

Gainsight CS Training

  • Online Training
Robust certification process with several levels for admins and Customer Success professionals. Extremely detailed ad hoc trainings as well as the opportunity to learn in person.

Using Gainsight CS

ProsCons
Like to use
Quick to learn
Convenient
Feel confident using
Requires technical support
  • Health scoring
  • Activity tracking
  • Surveys
  • Success Planning
  • Reporting if you aren’t familiar with the data structure
Yes, but I don't use it

Gainsight CS Reliability

It can lean a little heavily toward Customer Success, but the ability to customize many areas based on specific user or account characteristics allows you to make it work across many different roles. This also makes collaboration within the tool across teams possible. It a flexible tool if you have a skilled admin to help guide your process building.
Rarely any issues with availability or outages. When they do occur, there is excellent communication and consistent updates. Bugs are usually addressed in a timely manner, and communication around those issues is also extremely good.
Quick loading pages. There can be times with latency issues, but those are usually addressed quickly as well.

Comments

More Reviews of Gainsight CS

  1. Home
  2. Customer Success Software
  3. Gainsight CS Reviews
  4. User Review of Gainsight CS