Great depending on your business
June 01, 2025

Great depending on your business

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We use Gainsight CS to drive our Customer Growth business processes, track customer activity, and monitor customer health. We manage about 4000 customers and are a multi-product company.

Pros

  • Flexibility for admins to build custom layouts for specific business needs
  • Giving CSMs the ability to track goals and monitor the health of the customer
  • Giving our CS team the visibility to other cross functional data points that impact customer health

Cons

  • Wish it had more robust reporting and more dashboard configuration
  • Hard to learn rules engine especially for new admins
  • Journey orchestrator a bit frustrating
  • Allows leadership to see all at risk accounts easily
  • Helps prepare CSMs for customer conversations
  • Provides useful health data to cross functional teams.
Not much in-depth training for admins past very basic features. Good overall, but wish it had a few more customer success features like OOTB milestone reminders and journey building.
More customization with Gainsight CS, but Churn zero did have a great UI and easier to use. Would recommend CZ if you're a smaller company with no technical admin.

Do you think Gainsight CS delivers good value for the price?

Not sure

Are you happy with Gainsight CS's feature set?

No

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

Great for small or large organizations, but only okay for multi-product organizations. Only goes as granular as one relationship so if your a company that sell multiple products and have individual teams within them, this will be difficult to manage.

Gainsight CS Feature Ratings

9.0
Product usage
9
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

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