Gainsight CS Review
May 30, 2025

Gainsight CS Review

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

Our Customer Success department primarily operates with Gainsight CS. I am in the Customer Education department, and with the insight Gainsight CS gives us, our team is able to create training content based on features that our customers aren't utilizing that we believe are sticky. This can be in the form of specialized learning summits or on-demand videos.

Pros

  • Gainsight Academy is easy to navigate
  • Easy to really get a good insight into customer data
  • Send proper communication in a seamless way to applicable customers
  • Helps us drive engagement to the right target audience for our monetized content
  • Allows us to take a deeper look with CSMs to see where in the customer journey our customer's need a little extra hand holding and brainstorm solutions
  • Increases cross-department collaboration
I'm not using all of Gainsight GS's features as I only use a select few, but I have had a seamless time jumping into the program and fulfilling my objectives while positively impacting our customer success team. Due to my lack of knowledge of the other ventures, I feel like I can't give it a perfect 10!

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

I use Gainsight CS with our CS department in a niche way and I do not live within the platform from day to day, but having dashboards and templates really helps our department reach our goals while keeping a close connection with our Customer Success team.

Gainsight CS Feature Ratings

8.5
Product usage
8
Help desk / support tickets
9
9.5
NPS surveys
10
Customer profiles
Not Rated
Automated workflow
Not Rated
Internal collaboration
10
Customer health scoring
8
Customer segmentation
10
9.3
Customer health trends
8
Engagement analytics
10
Revenue forecasting
Not Rated
Dashboards
10
8.0
Role-based user permissions
8
7.0
API
Not Rated
Integration with Salesforce.com
7

Comments

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