Gainsight review - 300+ Client Success Manager group
Kevin Heraly | TrustRadius Reviewer
Updated August 21, 2018

Gainsight review - 300+ Client Success Manager group

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We use Gainsight (GS) in our Client Success department, which is primarily responsible for customer service for existing advertising accounts, along with upsells and renewals for those accounts. Gainsight gives us a much more structured approach to portfolio management, along with unique visibility into account attributes and directed activities for our CSMs.

Gainsight has helped us address the following business needs:
  • Stronger onboarding of new accounts
  • Annual plan of action for each account in a portfolio
  • Targeted, action based reasons to call based on customized triggers for our accounts
  • Gain visibility into trends we may not have seen otherwise
  • Structured approach to proactive communication, along with specific milestones we'd like to achieve on each call
  • Support. We have required a lot of customization of the product and GS has always been responsive and helpful. This is true not only for product implementation, but also with technical barriers we've needed addressed over the years
  • The product reinforces a philosophy of putting the customer needs first, along with strengthening our own customer support. This has been very helpful in getting buy-in to our new approach, since every level of our technology mirrors the conversations leadership has with our CSMs about our focus.
  • It is always great to see a company continue to iterate on a product, and GS does a great job of listening to it's customers to help inform the direction of certain changes to the product. Their support pages are great, and the changes nearly always address specific needs we have as an organization
  • Editing records within GS instead of needing to consistently 'bounce' back into SF. The biggest example of this for us is with our 'trackers' we use on Opportunities. The ability to do in-line editing, or editing SF Opportunities right within this view would be such a huge lift for adoption and ease of use.
  • Reporting. There are certain limitations to the ways we can configure reports that don't give us the level of flexibility/visibility we're used to with standard SFDC reporting. I prefer to aesthetics and layouts of the GS reports and dashboards, but limitations force us to still rely on SFDC for a lot of things (inability to report of formula fields in a backend report for example)
  • User interface is starting to feel a little dated. With other software experiences updating and refreshing their UI, GS is running the risk of feeling out of date (example: the new Lightning UI from SF). Would love to see elements updated to allow for a more fluid experience bouncing between Lightning and GS
I have literally never submitted a ticket, or had my support team submit a ticket, that didn't get resolved. There are times that it can take a while, but that is because of the complexity of the issue and development needed, not because of the skill or caring of the support person within GS.
Very important, but, since we have a new slate of executives, they aren't using it right now. There is just too much on their plate currently, but I know this will be a powerful tool once the dust settles more from the acquisition.
  • Increased efficiency in identifying who to call and when
  • Improved customer NPS. This is especially true with our newly onboarded accounts
  • Identify upsell opportunities and have generated revenue from these proactive CTAs that help us identify opportunities based on rules we've created
  • Along with much better, proactive portfolio management, we've seen lifts in renewal rates, ARR, and a reduction in churn. Obviously, it's difficult to pin this down to any one thing we've done, but GS is a big part.
I also use the support site frequently to catch up on features we may not be using, or are under-utilizing. The company blog, along with videos and webinars, are extremely helpful too. I love being able to read from GS company leaders their perspective on how to use certain tools and processes. I also like that those posts tend to be accompanied by relevant resources and plug-and-play downloads. I have recently joined the CS Slack channel, and have enjoyed that so far.
GS is still the best product I've seen for doing what we use it for. I can see how certain aspects of the Lightning system could accomplish certain things we use GS for, but not everything, and certainly not as fully fleshed out. For the time being, I can't see how anything else in this space can compare to what we've experienced so far with GS.
Not sure. This isn't my area of responsibility or expertise.
GS is great for portfolio management, proactive engagement and communication, structuring approaches of sales teams/reps to best practices, and even management and visibility for critical data points (except for the reporting limitations previously mentioned).

GS can be difficult to implement with organizations that have a high average number of accounts per person, as the Cockpit can become unwieldy if CTAs fire for most/all of them monthly. To that end, I'd probably hesitate to recommend GS to organization with large average book sizes. A lot of this can be addressed in implementation, but then you do have to make difficult decisions on what is going to give, in terms of how you'll trim the CTA load per rep.

Gainsight Feature Ratings

Product usage
Help desk / support tickets
NPS surveys
Sponsor tracking
Not Rated
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Not Rated
Role-based user permissions
Integration with
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated