Gainsight CS Review
June 05, 2025

Gainsight CS Review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

So we use Gainsight as our Book of Truth for Customer interactions, so this should be a comprehensive record of what conversations have happened in customer success and then any issues that it can help us predict and hopefully prevent to come up.

Pros

  • I think some of the newest features with AI has been super helpful to get that customer view at a glance. I say that coming from the manager perspective that if I don't know the details of our, for example, smaller accounts, I can dive in, get the knowledge. Before I go and chat with the CSM to get more information.

Cons

  • I think this is selfish for me, but some improvements with mobile would be great. So when I'm on the go and getting message that there's new info, I can go check that out.
  • I mean, we can track everything there. It's been incredibly Positive.
I would say it is about a nine as well. It's very intuitive. We've had to shift our strategy with how we CSM in the last year and it has been agile as we've done that.
It's mostly been Gainsight.

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

I think it is incredibly well-suited for our CSMs. We're limited in the amount of licenses that we have, so it's not as useful for our other teams, but obviously that would be addressed by more licenses.

Gainsight CS Feature Ratings

Not Rated
Product usage
Not Rated
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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