Gainsight CS
May 30, 2025

Gainsight CS

Brandon Abrahams | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight CS

Gainsight has been our trusted source of truth for all things Customer Success related.

It plugs into our CRM Salesforce and lets us get vital insights into everything our revenue operations and support teams are handling.

Pros

  • Automation
  • Emails
  • AI

Cons

  • Feature Alignment
  • Board Confidence in what our Success Team is doing actually has an impact.
Great for 1:many and lower success teams but enterprise SM's struggle to take notes anywhere else but office one note

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?

No

Would you buy Gainsight CS again?

Yes

Gainsight is well suited for scaling based onboarding checkings and implementation scenarios. It handles NPS and Survey data very well and their move to the Horizon experience is very non-invasive giving plenty of time to adopt.

Gainsight CS Feature Ratings

10.0
Product usage
10
Help desk / support tickets
10
9.0
NPS surveys
10
Sponsor tracking
3
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
10.0
Customer health trends
10
Engagement analytics
10
Dashboards
10
10.0
Role-based user permissions
10
9.5
API
10
Integration with Salesforce.com
9

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