Gainsight CS is a great investment to scale your CS org
May 30, 2025

Gainsight CS is a great investment to scale your CS org

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

Overall Satisfaction with Gainsight CS

We use it currently for our CSM to help them manage their book of business. They are able to use health scores, Gainsight home, C360 views to get a understanding of their customers, see which one's are running into challenges, and use playbooks in Gainsight to help guide them on the next best steps.

Pros

  • Data aggregation from various systems into datalakes
  • A C360 view of each customer
  • Guided CTAs and playbooks for CSMs

Cons

  • I think typically, products are announced but not released which can create challenges when planning out internal operations roadmaps.
  • Easier to manage large books of business without needing extra CSMs
Overall, it's simple to use - an require a bit of admin work but it's doable.

Do you think Gainsight CS delivers good value for the price?

Not sure

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

Great to CSMs to help them manage customers, great for in-app and email orchestration to help manage small to large customers.

Gainsight CS Feature Ratings

8.5
Product usage
9
Help desk / support tickets
8
8.0
NPS surveys
7
Sponsor tracking
8
Customer profiles
8
Automated workflow
9
Internal collaboration
8
Customer health scoring
8
Customer segmentation
8
7.0
Customer health trends
8
Engagement analytics
8
Revenue forecasting
Not Rated
Dashboards
5
9.0
Role-based user permissions
9
8.3
API
8
Integration with Salesforce.com
9
Integration with Marketo
8
Integration with Eloqua
Not Rated

Comments

More Reviews of Gainsight CS

  1. Home
  2. Customer Success Software
  3. Gainsight CS Reviews
  4. User Review of Gainsight CS