Beginner Perspective on Gainsight CS
Updated August 05, 2025

Beginner Perspective on Gainsight CS

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

Overall Satisfaction with Gainsight CS

We use Gainsight CS to identify risks, churn indicators, log meeting notes and track customer success plans and feature requests.

Pros

  • Source of Truth
  • Clear Risk Indicators
  • Customer Success Plans / Verified Outcomes

Cons

  • Ways to help prepare for Customer Success Reviews
  • Ways to search if other customers have similar goals / brainstorm with colleagues
  • Clearer view into health scores
  • Positive: Centralized Sources of Truth, helps teams stay organized
  • Positive: Clear indicators of Health Status / Risk
  • Positive: Helps impact goals / objectives for customers
I have only been using Gainsight CS for a few months, but I sometimes get confused by where things go (for example putting in a risk update, verified outcome, etc.)
Gainsight CS is a lot more Customer Success focused, the other platforms I used (Salesforce) is more Sales focused and wasn't as easy to navigate.

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 am a new user in Gainsight CS and the interface has been a little confusing to navigate at times, but all the information in it and being able to pull in from other company sources has been great.

Gainsight CS Feature Ratings

Not Rated
Help desk / support tickets
Not Rated
Not Rated
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
Not Rated
Internal collaboration
Not Rated
Customer health scoring
Not Rated
Customer segmentation
Not Rated
Not Rated
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
Not Rated
Not Rated
Role-based user permissions
Not Rated
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Using Gainsight CS

30 - Helping Customer Success Managers and Account Managers stay aligned with account communication and progress. Use this to integrate with Salesforce, Gong, and other programs to make sure it remains source of truth for customer correspondence. Customer Success uses to create plans and track goals and progress for customers. Can also use to tag in product and other leadership on important information from customers.
2 - We have one person who is the operations and works directly in Gainsight and integrations to help team more effectively use Gainsight. The VP of CS also helps support and organize efforts in GS. These are the two primary people who help support GS and help the rest of the team stay organized and utilize GS the most.
  • Customer Alignment
  • Source of truth for customer interactions
  • Setting Goals & Success Plans
  • Tracking Feature Requests
  • Collaborating with other teams
  • Cross Checking Information
  • Operating less out of other programs and just Gainsight
  • Tracking more customer data to include in EBR's
  • Utilizing Staircase and other AI tools available

Evaluating Gainsight CS and Competitors

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