Gainsight Impresses!
Updated February 28, 2025
Gainsight Impresses!

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.
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
Gainsight CS Feature Ratings
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
Evaluating Gainsight CS and Competitors
Not Sure
- Scalability
- Integration with Other Systems
- Ease of Use
Gainsight CS Training
Using Gainsight CS
Pros | Cons |
---|---|
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
Comments
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