Gainsight CS Review
May 30, 2025

Gainsight CS Review

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We use Gainsight CS to track product usage and trends in usage. It is also our tool for tracking progress in onboarding. Gainsight CS gives us actionable data to make account decisions with.

Pros

  • Historical data management
  • Real time tracking of account health
  • Time activities integrated it AI summary

Cons

  • Getting external API data require middle ware
  • Doing anything requires going to multiple places in product
  • Would like better in-app help
  • Powerful rules engine allows a complex heath score
  • Weak ingesting of external API info
  • Mobile app lacks any admin features
Steep learning curve and training offerings are kind of confusing.
Left Planhat because we outgrew it. Not able to bring in external data.

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

It is well suited for situations with assigned CSMs who need to track integrations and see all account data in a singular pane of glass.

Gainsight CS Feature Ratings

7.5
Product usage
7
Help desk / support tickets
8
6.8
NPS surveys
8
Sponsor tracking
4
Automated workflow
8
Internal collaboration
5
Customer health scoring
7
Customer segmentation
9
8.0
Customer health trends
8
Engagement analytics
7
Dashboards
9
6.0
Role-based user permissions
6
6.0
API
4
Integration with Salesforce.com
8

Comments

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