Gainsight CS Gives Visibility for Customer Teams and Execs
Updated August 07, 2025

Gainsight CS Gives Visibility for Customer Teams and Execs

Emma Johnson-Prabhakar | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight CS

We use Gainsight CS as our main tool and source of truth for CSMs. Gainsight CS also allows our executives and cross-functional peers to track and improve our CS strategies and playbooks.

Pros

  • Health scoring
  • Data integration
  • Dashboards and reports

Cons

  • More templatization of CTAs/defaulting a subject line
  • Managing things at the relationship level rather than the company level. E.g. Gong calls posting to relationship timeline versus company timeline
  • Integrated web forms for customers
  • Greater visibility into renewal pipeline
  • Ability to track and action risk
Gainsight CS is so powerful but sometimes this is a double edged sword. It can be hard to figure out the best way to do things because there are so many different options. It takes a while to learn and really hone.

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?

No

Did implementation of Gainsight CS go as expected?

No

Would you buy Gainsight CS again?

Yes

Well suited: trying to mitigate risk and using CTAs, managing customer communications and journeys via journey orchestrator and the email connector, using product data to trigger activities and for health scoring. Not well suited: I think there's still a lot to be desired in the digital space. For example, it would be helpful if Gainsight CS had web forms customers could complete and CTAs would be created.

Gainsight CS Feature Ratings

10.0
Product usage
10
Help desk / support tickets
Not Rated
8.0
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
8
Internal collaboration
8
Customer health scoring
8
Customer segmentation
Not Rated
7.3
Customer health trends
7
Engagement analytics
7
Revenue forecasting
Not Rated
Dashboards
8
9.0
Role-based user permissions
9
6.5
API
6
Integration with Salesforce.com
7
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Using Gainsight CS

60 - The business functions include Customer Success, CS Operations, Renewals, Product, and Executives.
3 - They have a good understanding of data and data management. They also are creative problem-solvers who keep the broader company strategy in mind.

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