Gainsight CS is great for large companies that are willing to invest in an application manager
June 01, 2025

Gainsight CS is great for large companies that are willing to invest in an application manager

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

Gainsight CS is our main customer record and relationship management tool for our CSM organization. We use it for all part of the customer journey in collaboration with other tools such as Salesforce. The bread the of APIs and connectors available through Gainsight CS helps ensure that CSMs are able to retrieve vital information from a singular application.

We have a complex library of products but Gainsight CS makes it very easy to manage through Relationships which helps ensure that we maintain a detailed record of customer communication, behaviors, and even trends.

Pros

  • Tracking customer behavior as well as CS behavior
  • Creating cohorts of customers for targeted communication
  • Managing Scaled CS accounts

Cons

  • The email template builder could use some love. It often has formatting problems
  • Snapshots needs updating! it's a bit clunky compared to other areas of the app
  • Make it possible to move CTAs between company and relationship
  • Identification of CSQLs - expansion
  • Early warning systems and trends to prevent churn
  • Creating automations to support renewal
It's easy to use if you have the right support and multiple levels of Gainsight CS admin expertise.

Most CSMs find it easy to use providing we set up the environment correctly.

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

A large and complex company with a dedicated CS Org and Admins.

It's powerful but it's complex. I wouldn't recommend this for companies just starting out. They should have a more established CS motion and resources to hire at least 3 Gainsight admins.

This I create for large enterprise companies.

Gainsight CS Feature Ratings

9.0
Product usage
8
Help desk / support tickets
10
8.8
NPS surveys
4
Customer profiles
10
Automated workflow
10
Internal collaboration
Not Rated
Customer health scoring
10
Customer segmentation
10
9.3
Customer health trends
10
Engagement analytics
8
Revenue forecasting
Not Rated
Dashboards
10
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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