Gainsight CS Review
June 01, 2025

Gainsight CS Review

Nicole Dave | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight CS

We use Gainsight CS for Enterprise CSM execution as well as Digital Success. It supports tracking customer progress towards business outcomes, point in time CSM engagement (adoption plays, expansion plays) and customer journeys for onboarding, retention and ongoing adoption.

Pros

  • Ability to customize rules engine to suit our needs.
  • Integration with Salesforce.
  • Customization of home screen, data fields, etc.

Cons

  • Success Plan functionality- many project management tools are better
  • CTA customization is clunky. You either need a ton of types or you are forced to use similar values across items that are unrelated.
  • Seems like there are a lot of problems with Journey Orchestrator based on feedback from peer.
  • Improved satisfaction for assigned accounts based on supporting the attainment of business goals
  • Ability to maintain data points that are not available in other applications and share insights across the org via Tableau dashboards
  • Standardization across CSMs
I think end user usability is pretty low in comparison with other tools on the market.

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?

Yes

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 flexible for large organizations with high customization needs. It does require a very experienced admin to be effective. There are a lot of clicks that CSMs have to make to view and maintain data that could be avoided with a more modern UI.

Gainsight CS Feature Ratings

7.0
Product usage
7
Help desk / support tickets
Not Rated
Not Rated
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
Not Rated
Internal collaboration
Not Rated
Customer health scoring
Not Rated
Customer segmentation
Not Rated
Not Rated
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
Not Rated
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

Comments

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