Gainsight CS Review
May 31, 2025

Gainsight CS Review

Hillary Bleke | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

As a Senior Customer Success Manager, I rely on Gainsight CS daily. I utilize it for various tasks, such as creating Onboarding CTAs for new clients, identifying customers whose adoption rates have declined, and accessing account details for my territory. Gainsight allows me to create user-friendly dashboards to communicate team KPIs and drill-down tables for analyzing customer usage data. The AI integrations have been invaluable in providing a comprehensive view of each account. Moreover, automated playbooks and recommended next steps based on real-time data empower reps to engage prospects effectively.

Pros

  • Dashboards
  • Automatic CTA creation
  • Integrations with other platforms including Outlook, Slack, Salesforce

Cons

  • Outlook Notifications - Every time I log an email using the Gainsight CS integration, I receive a notification indicating that certain items were not saved. Unfortunately, I have not been able to disable this notification.
  • I would appreciate the option to receive notifications when account ownership changes. This could be in the form of a weekly update, a report highlighting new accounts within my ownership, or a CTA encouraging me to introduce myself to the customer base.
  • Gives me specific usage numbers to relay to customers
I feel like Gainsight CS is easy to use and understand as a new CSM.
Gainsight CSs integration with Salesforce and Outlook are far superior.

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?

Yes

Would you buy Gainsight CS again?

Yes

Gainsight CS excels in providing an in-depth understanding of accounts. Customer Success Managers can easily access usage metrics, account details, and timeline activities. However, in my specific role, we also manage support like cases that are directly logged within Salesforce. These cases tend to be more manageable within Salesforce, as it allows us to view all activities across other teams as well.

Gainsight CS Feature Ratings

10.0
Product usage
10
Help desk / support tickets
10
9.5
NPS surveys
10
Customer profiles
10
Automated workflow
9
Internal collaboration
9
Customer health scoring
9
Customer segmentation
10
9.3
Customer health trends
9
Engagement analytics
9
Dashboards
10
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
10

Comments

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