Great for scaling Customer Success
June 02, 2025

Great for scaling Customer Success

Liz Kania | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight CS

Scaled customer success - reducing churn and driving adoption in the long tail

Pros

  • connect product Adoption data to CTAs for CSMs
  • Reporting for managers to coach and action on their business

Cons

  • Pooling and round robin functionality
  • Workload/capacity management for CSMs
  • The ability to drive product Adoption at scale
  • CSM efficiency and organization
Things like journey orchestrator can be cumbersome. CSM day/life management is great. Manager reporting to run the business is also great

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?

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

Gainsight CS is well suited for actioning and prioritizing customers in the long tail of the business for CSMs with large BoBs. Allowing us to organize and identify clear steps and plays for driving product adoption.

Gainsight CS Feature Ratings

5.5
Product usage
6
Help desk / support tickets
5
6.6
NPS surveys
7
Customer profiles
6
Automated workflow
7
Customer health scoring
6
Customer segmentation
7
8.8
Customer health trends
9
Engagement analytics
8
Revenue forecasting
8
Dashboards
10
Security ()
Not Rated
4.0
Integration with Salesforce.com
4

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