Gainsight CS Gets It Done
May 31, 2025

Gainsight CS Gets It Done

Cliff Pape | 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 create and track activities for our Customer Success Managers, gather and analyze data, and automate workflows and communications. Utilizing connectors, we ingest data from multiple sources and use it to create actionable insights for our team and get a fuller picture of our customers' health.

Pros

  • Surfaces insightful data through reports and dashboards.
  • Allows the creation of flexible and complex workflows.

Cons

  • There are opportunities for more robust data management.
  • Similar functionality across the platform is not always consistent in its presentation or design.
  • We've been able to use Gainsight CS to automate manual processes and decrease the time that CSMs spend on busywork.
The core functionalities of Gainsight CS are very approachable and easy to understand.
Though sharing similar core functionality, Gainsight CS has always seemed more user-friendly and intuitive overall. There are areas of customization that I have not seen in other products, and the integration capabilities allow us a broader usage. Ultimately, the end goal is providing the Customer Success Managers with the easiest, most robust experience possible.

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

Providing that data is clean and configuration has been well-considered, Gainsight CS is an excellent platform for providing Customer Success teams with quick, actionable insights to help guide their day-to-day work, as well as deeper dives into trends and analysis. It provides tools that work hand-in-hand with CS best practices to enhance the capabilities of CS teams to even more greatly impact their customer bases.

Gainsight CS Feature Ratings

9.0
Product usage
9
Help desk / support tickets
9
9.3
NPS surveys
9
Sponsor tracking
9
Customer profiles
10
Automated workflow
10
Internal collaboration
9
Customer health scoring
8
Customer segmentation
10
8.5
Customer health trends
8
Engagement analytics
9
Revenue forecasting
8
Dashboards
9
9.0
Role-based user permissions
9
9.3
API
9
Integration with Salesforce.com
10
Integration with Marketo
9
Integration with Eloqua
9

Comments

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