Gainsight CS is Great
Updated July 23, 2025

Gainsight CS is Great

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

Consolidates data and manage all customer communication

Pros

  • Integrations
  • Journey Orchestrator Configuration
  • Customizable

Cons

  • Success Snapshot
  • R360 capabilities
  • Churn prediction
  • CSQLs
Very customizable, but can be overworking with too many choices

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

Not sure

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gainsight CS go as expected?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Great for automating emails, hard for CSMs to know what data is the most important. Integrations aren’t great for logging to timeline (have to log activity within 15 minutes of Gong call to log to the r360)

Gainsight CS Feature Ratings

7.0
Product usage
8
Help desk / support tickets
6
7.5
NPS surveys
9
Customer profiles
8
Automated workflow
10
Internal collaboration
5
Customer health scoring
8
Customer segmentation
5
6.8
Customer health trends
8
Engagement analytics
7
Revenue forecasting
4
Dashboards
8
9.0
Role-based user permissions
9
8.0
API
8
Integration with Salesforce.com
8

Using Gainsight CS

250 - Our Gainsight instance is used by Customer Success,Account Management, and Customer Marketing teams.
2 - Our team consists of 2 , level 3 certified Gainsight NXT administrators. One admin has 4 years of Gainsight administration experience and one admin has 8 years of Gainsight administration experience.
  • Customer Healthscore
  • CSM KPIs
  • Customer Marketing Emails
  • Auto-Renewals
  • Auto Power User Identification
  • Self Guided Implementation Experience
  • AI Agents for Scaled CSM Team
Our company is extremely reliant on Gainsight as it can do things our Salesforce instance simply cannot. Gainsight may be the most complex tool to manage from an Admin perspective, but it is also the most robust solution that can do exactly what our CS teams need it to.

Comments

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