Newbie Review
Updated July 22, 2025

Newbie Review

Samantha Isin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We're trying to combat churn, scale our renewals and CS team, and consolidate and get clearer insights from our data.

Pros

  • Automate Health Scores
  • Custom Views for Data
  • Risk Management

Cons

  • Affordability and scalability without multiple admins
  • Nothing yet because we're still implementing, but looking forward to seeing the results
Gainsight is extremely customizable. Due to that reason it requires a dedicated admin who can spend time learning and using the system.
Never used another tool like Gainisight

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?

Yes

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

Gainsight is perfect for a startup that's beginning to scale into a public company and needs help bring data out of silos and scaling CSMS

Gainsight CS Feature Ratings

9.0
Product usage
10
Help desk / support tickets
8
8.0
NPS surveys
10
Sponsor tracking
7
Customer profiles
8
Automated workflow
10
Internal collaboration
4
Customer health scoring
10
Customer segmentation
7
7.5
Customer health trends
10
Engagement analytics
6
Revenue forecasting
4
Dashboards
10
9.0
Role-based user permissions
9
7.8
API
10
Integration with Salesforce.com
8
Integration with Marketo
8
Integration with Eloqua
5

Using Gainsight CS

30 - Our primary users of Gainsight all reside in our customer success organization. Customer success managers, reliability success managers, customer care, our renewals manager, and of course our customer success operations team. We also give our sales and delivery teams access to view elements of our Gainsight instance and will be expanding their use cases.
1 - Anyone can learn to use Gainsight if they can grasp basic logic and are willing to put in the time and effort. I personally completed all of the free admin courses Gainsight offers in addition to the paid certification and have found them to be valuable. But what's most valuable is getting in the tool and building out solutions that your team needs - that's the best way to learn.
  • Customer Health Scoring
  • Risk Management
  • Transparency and visibility across individuals and teams
  • Renewal Management
  • Risk Management Playbooks
  • QBR Prep and Follow Up
  • Sentiment Analysis
  • Customer Onboarding
  • Customer Education
Gainsight is embedded into our daily CS workflows. It's our source of truth for the customer lifecycle and where we turn when we have questions about what's happening with an account. We use it to gather and share customer insights, find and promote advocates, and ensure our customers have an end-to-end positive experience.

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