Gainsight CS review
May 30, 2025

Gainsight CS review

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We use CS platform to identify risk, and track customer health.

Pros

  • Health score
  • Activity tracking
  • Risk planning

Cons

  • Success snapshots to be able to build customer decks
  • More flexible journeys
  • Closed loop feedback
  • Visibility to health scores
  • Framework for 1 on 1's with manager/CSM
  • Summarize data on account level
Different user spaces are not always consistent, as in users don't know when to use CTA, vs Timeline, vs Success Plan. Admin UX could be more standardized as well.

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?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Well suited for organizations with a maturing CS team, and some playbooks defined. Harder for less mature CS orgs, who don't have defined roles and responsibilies.

Gainsight CS Feature Ratings

5.0
Product usage
7
Help desk / support tickets
3
7.4
NPS surveys
9
Sponsor tracking
8
Customer profiles
8
Automated workflow
6
Internal collaboration
5
Customer health scoring
8
Customer segmentation
8
6.5
Customer health trends
8
Engagement analytics
4
Revenue forecasting
7
Dashboards
7
5.0
Role-based user permissions
5
8.0
API
8
Integration with Salesforce.com
8
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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