User friendly and powerful
Updated May 29, 2025

User friendly and powerful

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

Our CSMs are using Gainsight to better manage their book of business, and to use data driven insights to grow our customer base, keep our customers from potential churn. Through using Gainsight our CS org is able to stay more organized more generally. We use the AI features to proactively reach out to clients and report on client sentiment.

Pros

  • CTA Playbooks - helping CSMs more quickly take action when needed and use organized playbooks for repeated processes
  • Timeline activities - helping CSMs easily log client interactions, and helping leadership stay in the know on all client interactions
  • Reports and dashboards - savings CSMs time from clicking into various reporting platforms by having our reports in one location

Cons

  • Relationships - for organizations that may sell and manage multiple products within a single account, I notice that Gainsight "relationships" is very helpful. However, this module gets a little clunky when multiple products within an account are still managed by the same CSM
  • Chrome plugin for logging timeline activities - the activity types are great but would be helpful to be able to log topics from the chrome plugin.
  • Our CSMs are able to manage more accounts. The cost of GS is roughly the cost of a single CSM.
I like the interface and the feel of Gainsight. I dislike that every module you click into opens a new tab.

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

GS is very well suited for CS orgs where CSMs are managing large books of business. In scenarios where CSMs are managing multiple relationships within a single account, some instances of the Relationship 360 are a bit clunky.

Gainsight CS Feature Ratings

8.0
Product usage
8
Help desk / support tickets
Not Rated
8.5
NPS surveys
9
Sponsor tracking
Not Rated
Customer profiles
8
Automated workflow
8
Internal collaboration
7
Customer health scoring
10
Customer segmentation
9
10.0
Customer health trends
10
Engagement analytics
10
Revenue forecasting
Not Rated
Dashboards
10
Not Rated
Role-based user permissions
Not Rated
10.0
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Using Gainsight CS

40 - Customer Success management, CS leadership, CS operations, revenue operations
  • Retention
  • Growth
  • Adoption
  • Scorecards
  • Success plans
  • Staircase ai
We rely on it

Comments

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