Item: Gainsight CS
Rating: 7
Author: Verified User

Overall Satisfaction with Gainsight CS

Customer Success Manager - Managing high touch key customers < 10 accounts across multiple products. In charge of renewals, retention and expansion.

Automation (or use of AI) to create, modify Success Plans/Goals based on EBR outcomes, next steps, tasks
Automate EBR decks base out Success Plans/Customer Goals
Still feels like another tool to manage

Central location to manage multiple accounts for multiple modules
Give proper visibility to Leadership (however still needs to provide them with the "human" sentiment even if the numbers are positive)
Added workload unfortunately to manage Gainsight CS, Outlook, Power BI

I believe we (internally) need to understand how we truly want to use the tool (and other tools).

Not sure

Yes

I wasn't involved with the selection/purchase process

I wasn't involved with the implementation phase

Yes

The "why" behind the need/role for Gainsight CS I understand and feel is definitely needed. The amount of manual work to manage is the struggle.

Gainsight CS Feature Ratings