Get fired up about Gainsight.
Updated May 29, 2025

Get fired up about Gainsight.

Jason Metzler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight CS

We are primarily using Gainsight within the CS org, but have begun to spread it across other departments. One example is with renewals management. We use a Gainsight dashboard to run a renewals meeting between execs, sales, product, and CS.

Pros

  • Great reporting and dashboards.
  • Our single source of truth for customer info.
  • Excellent thought leadership.

Cons

  • Administration can be complex
  • Gainsight is dependent on your Salesforce data being accurate.
  • Improved our detection of risks in an account, helping us to not be blindsided by churn.
  • Consolidated all of our notes/updates/call summaries in one place for execs, new csms, anyone in the company to reference.
  • Created a customer health scoring system based (mostly) on quantitative metrics.
Csms seem to have a tough time using the different features.
NA, we didn't look at any other products like GS.

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?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Gainsight is a very powerful tool and in the right hands can transform a CS Org and its company. Just like any powerful tool, it can be daunting to know where to go next. Gainsight have recognized this, and are helping their customers with the new elements framework, which we are very excited about.

Gainsight CS Feature Ratings

9.0
Product usage
9
Help desk / support tickets
9
8.3
NPS surveys
9
Sponsor tracking
7
Customer profiles
7
Automated workflow
8
Internal collaboration
8
Customer health scoring
9
Customer segmentation
10
9.0
Customer health trends
9
Engagement analytics
9
Revenue forecasting
8
Dashboards
10
8.0
Role-based user permissions
8
9.0
API
8
Integration with Salesforce.com
10
Integration with Marketo
9
Integration with Eloqua
Not Rated

Gainsight CS Support

Very very responsive support team, they have to be the best since they are the customer success company... Tickets are answered in a very timely fashion, escalations happen naturally and without us having to pester them for answers. Our CSM is always available for advice and steering of our configuration as well.
ProsCons
Good followup
Kept well informed
Support cares about my success
Quick Initial Response
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Nope
Yes - Generally yes, they’re on top of critical bugs

Comments

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