Gainsight CS review
May 31, 2025

Gainsight CS review

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

Overall Satisfaction with Gainsight CS

We use Gainsight CS to manage all 3,000 customers across 18 CSM's. We run all of our customer communication through the product and have it customized to meet the needs of our customers. We have used the product or 6 years now and have really built a system that any CSM can step into being successful.

Pros

  • Customer Communication
  • Data Visualization
  • Helps CSM's prioritize

Cons

  • Template editor
  • Success Snapshot editor
  • We save about two CSM salaries by having this tool
  • We have increased our customer base by 10x and never felt like we couldn't manage our customers
I have loved using the product to help build out our team. We could not have done it to this scale without a tool that helped us build out plans for customers. This has lead us to do more with less staff and allowed CSM's to take on more customers without feeling overwhelmed.
Overall look and feel of the platform was what won us initially. We demoed these two side by side and everyday navigation for the CSM's was easier. In the end this is very important as the data is the data either way but if the CSM's enjoy using it and feel the impact on their day to day its a win.

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

This is suited for teams with 2 or more CSM's to help manage customer relations. This will help scale your team while still providing a structure to your success plan. This helps cut down on additional noise as you build the team and helps managers understand how customers are doing. This would not work well with only one CSM as the time it takes to implement out weighs the benefit for that small of an organization.

Gainsight CS Feature Ratings

9.0
Product usage
9
Help desk / support tickets
9
9.1
NPS surveys
9
Sponsor tracking
6
Customer profiles
10
Automated workflow
10
Internal collaboration
9
Customer health scoring
10
Customer segmentation
10
9.8
Customer health trends
10
Engagement analytics
10
Revenue forecasting
10
Dashboards
9
10.0
Role-based user permissions
10
9.0
API
8
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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