Excellent Customer success management Tool for SaaS Enterprises
January 27, 2026

Excellent Customer success management Tool for SaaS Enterprises

RaviShankar Sundaresan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

In [...], we are using Gainsight CS by integrating with Salesforce for tracking the Customer Journey,Customer satisfaction scorecords, healthchecks, large customers contract related information like renewals, risks, timelines, track customer feedback, no of Transactions each customer is entitled for the respective Supply chain management solution module.

Pros

  • Cusomter Scorecards
  • Customer Feedback
  • Customer Health status
  • Great in-app survey along with email communication tools

Cons

  • Support timelines could be improved
  • Renewal costs are bit High
  • More integrations with multiple SaaS cloud platforms
  • Need to improve on Data Security
  • customization flexibility
  • Improvement in Customer Contract Renewals
  • Full visibility to the product management leadership and technical team about the customer feedback, customer scorecards
  • Able to integrate and Sync easily with existing Salesforce tool
  • Improved the supply chain management Product roadmap and strategy.
Unified Dashboard views for different Personas for an enterprise organization by bringing cusomter health, usage into Salesforce via widgets, giving sales representatives context. Gainsight CS easily integrated with Salesforce and use the improtant data to accelerate renewals management, health scores, and usage analytics in a proactive way.
Excellent integration with Salesforce, Able to handle Large volume of Enterprise customers information data, minimum training required for the Sales, marketing team to handle the customer relationship and success management. Deeper analytics, 360-degree customer view, advanced data integration, and sophisticated health scoring.

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?

Yes

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

Excellent Tool to track E2E customer journey, customer satisfaction levels , track customer feedback for global enterprise customers running their business across multiple regions

Gainsight CS Feature Ratings

10.0
Product usage
10
Help desk / support tickets
10
9.6
NPS surveys
10
Sponsor tracking
9
Customer profiles
9
Automated workflow
9
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
10.0
Customer health trends
10
Engagement analytics
10
Revenue forecasting
10
Dashboards
10
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
10
Integration with Marketo
10
Integration with Eloqua
10

Using Gainsight CS

20 - Sales
Marketing
Product management leadership team
Product engineering team
Finance team
10 - Customer Relationship,
Supply Chain Management Domain knowledge
Sales
  • Customer success
  • customer feedback
  • Customer Journey
  • Improved Efficiency
  • Improved customer satisfaction
  • AI integration
  • Gen AI integration
improves customer renewals, able to improve the churn rate

Evaluating Gainsight CS and Competitors

  • Cloud Solutions
  • Integration with Other Systems
  • Ease of Use
Gainsight CS is seemlessly integrated with Salesforce Platform in Blue Yonder to track the customer journey of more than 3000+ Enterprise customers.
Usage of AI Platform and Machine learning

Gainsight CS Implementation

  • Don't know
Change management was a minor issue with the implementation - Adhering the process and understanding the other application dependencies, data security
  • Integration Sync up
  • Data validation

Gainsight CS Training

Configuring Gainsight CS

i think, the configurability part is reasonable for enterprise customers
More AI integration
No - we have not done any customization to the interface
No - we have not done any custom code

Gainsight CS Support

Appropriate guidance we are getting
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
None
No. due to Costs
During security incident , we got excellent support from gainsight

Using Gainsight CS

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Dashboards
  • Customer scorecards
  • customer feedback
  • AI
  • handling large data volume
Yes, but I don't use it

Gainsight CS Reliability

Gainsight is integrated with Salesforce and the data flow is good and performance is also fine

Integrating Gainsight CS

We have integrated with Salesforce and O365. The integration and data movement is working good.
Integration with Salesforce is really required to extract all key customer realeted information and it was really easy and quick to do
  • Azure Cloud
  • Snowflake
  • API (e.g. SOAP or REST)

Relationship with Gainsight

Volume, Timelines, Term of contract, flexibility in payment cycles
Do the industry Benchmarking study before negotitation

Upgrading Gainsight CS

  • Leverage more AI features
  • integration with other tools used

Comments

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