Legacy key player being outrun by new pioneers.
December 02, 2025

Legacy key player being outrun by new pioneers.

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We ultimately chose to abandon Gainsight due to it being overly complicated to manage and not worth the time needed for maintenance vs. the actual business outputs. particularly the customer success team deemed it to be too static and not dynamic enough to suit their day-to-day needs, ultimately just being another tool they were forced to use.

Pros

  • Health score.
  • Contact management.
  • Account management.

Cons

  • Too expensive Vs the immediate value needed.
  • Hard to maintain.
  • Unless you have a CS Ops manager, you'll lose momentum.
  • Customer overview.
  • Customer usage and health scores.
  • ROI is subjective and hard to measure.
Reiterating that yes, it is one of the major players, and has for many years been a pioneer in driving customer success tooling, but is lagging behind with what you pay vs. the agility you want and need these days. Rather, OK to adopt internally, but CS members feel it is too administrative.
Gainsight certainly outperforms Startdeliver, but it's about use cases (Startdeliver is for a certain niche), and everything is better than Salesforce. Planhat, however, is becoming a clear key player here, overtaking the momentum and becoming the market leader and next-gen pioneer in customer success tooling. I would strongly advise planning before Gainsight these days.

Do you think Gainsight CS delivers good value for the price?

No

Are you happy with Gainsight CS's feature set?

No

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?

No

Would you buy Gainsight CS again?

No

It is, after all, one of the legacy tools that are up there as a major player. It is also a robust tool that can support your business and drive positive customer outcomes. But competition is fierce these days, and I believe Gainsight has struggled to keep up with the tempo. Don't be afraid to benchmark.

Gainsight CS Feature Ratings

7.0
Product usage
7
Help desk / support tickets
7
7.6
NPS surveys
10
Sponsor tracking
7
Customer profiles
9
Automated workflow
10
Internal collaboration
5
Customer health scoring
7
Customer segmentation
5
5.5
Customer health trends
9
Engagement analytics
7
Revenue forecasting
3
Dashboards
3
9.0
Role-based user permissions
9
7.0
API
10
Integration with Salesforce.com
8
Integration with Marketo
5
Integration with Eloqua
5

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