Good - if you have the Ops resources
June 02, 2025
Good - if you have the Ops resources
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight CS
Visibility into the customer journey, playbook automation and driving consistent proactive outreach is a focus for us. With a primarily On Prem product, visibility into usage and adoption is low, making it difficult not to fall into reactive tendencies. With CS, we are working towards a world where we can get ahead of addressing risk in a more scalable way.
Pros
- Playbook automation - we were able to translate existing processes into easy to use playbooks and CTAs
Cons
- Implementation- our initial product onboarding was awful - best practices and capabilities weren’t shared upfront, so ttv was and still is extended in comparison to what it could have been if we had the right information at the right time. The Gainsight CS team worked with us to make things better, but we aren’t at great yet
- Platform best practices - we bought PX and CC as well, but those tools feel siloed - each has its own CSM, -and with no unified discussion/best practices for how we can crawl/walk/run our way to unleashing the power of everything, there is internal frustration
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?
No
Did implementation of Gainsight CS go as expected?
No
Would you buy Gainsight CS again?
Yes
Comments
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