Gainsight CS used in FinTech Customer Success
June 01, 2025

Gainsight CS used in FinTech Customer Success

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

I use Gainsight CS for my CSM team. I have 7 mid-market CSMs who manage a book of around 200 customers each. We use Gainsight CS for tracking each CSMs book of business, for CTA’s that alert to churn risks as well as CTA for expansion opportunities that my CSMs find. All performance management metrics (meetings, calls, etc) are logged in Gainsight CS and I use reporting to see how each CSM is tracking toward those metrics.

Pros

  • My CSMs have visibility into their customers for insights, trends and indicators
  • Easy to navigate and record activities since gainsight is our source of truth

Cons

  • This might already be possible but to link our internal system to gather customer data and info. There may however be restrictions on our side that I’m not aware of
  • I’m not sure on this yet. We’ve been using Gainsight CS more in the last year than previous and are growing and improving our use quickly
I think the tool is easy to use, to navigate, provides good information CSMs need to do their job.

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?

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

There hasn’t been an issue with ownership and duplicate account like we’ve had with other systems . It’s easy to identify who owns an account and get a whole account history through the timeline that is viable to everyone. I also like that all activity feeds into the same timeline so we can even see what’s happening with our customers outside of our org.

Gainsight CS Feature Ratings

Not Rated
Product usage
Not Rated
Help desk / support tickets
Not Rated
10.0
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
10
Automated workflow
Not Rated
Internal collaboration
Not Rated
Customer health scoring
Not Rated
Customer segmentation
Not Rated
10.0
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
10
10.0
Role-based user permissions
10
9.0
API
Not Rated
Integration with Salesforce.com
9

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