Proving Gainsight CS ROI
January 31, 2026

Proving Gainsight CS ROI

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

Modules Used

  • Gainsight CS
  • Gainsight CX

Overall Satisfaction with Gainsight CS

We use Gainsight CS for global collaboration and leadership visibility. We log our activities into Gainsight CS and also build out bespoke dashboards to monitor our core KPIs such as activation, adoption, churn, and key customer moments. We also leverage CTAs to help with our account planning motions. This helps move us off spreadsheets and into a technology first motion with updates in real time. It helps us solve problems of global account collaboration, account transitions, and leadership visibility.

Pros

  • Gainsight CS's dashboards are a core use case. These help me stay on top of my account's health and where I may need to focus to mitigate churn signals.
  • Gainsight CS's ability to upload documents and have a running activity log for members across a global account team is a huge value add.
  • Integrations with CRM and other sales intelligence tools such as Gong are a huge help.
  • The AI overview on an account page has been a strong value add.

Cons

  • There is a lot of data but not enough insights on "what do i do now?"
  • Exec visibility still leaves a lot up to interpretation.
  • Seems very admin intensive for us to be able to implement updates or enhancements.
  • Foundational ROI as a system of record and execution for Customer Success
  • Improves renewal predictability and operational discipline, but does not consistently drive revenue growth or executive decision-making on its own
  • ROI is achieved when Gainsight CS is paired with strong CRM, BI, and leadership processes
Gainsight CSGainsight's usability is extremely intuitive. The dashboards are modular and the ability to click into each to learn more is helpful to gain visibility and strategizing where to prioritize time as a CSM. Logging activities is also extremely intuitive as is the CTA function. There is some confusion on "Where can I find..." if there are multiple dashboards so an internal AI tool to ask would be helpful as well.

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?

Yes

Would you buy Gainsight CS again?

Yes

I love using Gainsight CS for global collaboration, monitoring account health, digging into potential churn risks, summarizing account activity, logging account activity and having an overall historic record of account activity across multiple account teams, especially in my segment on a global account team.

Gainsight CS Feature Ratings

8.0
Product usage
8
5.4
NPS surveys
3
Sponsor tracking
5
Customer profiles
9
Automated workflow
2
Internal collaboration
9
Customer health scoring
5
Customer segmentation
5
7.8
Customer health trends
8
Engagement analytics
8
Revenue forecasting
6
Dashboards
9
9.0
Role-based user permissions
9
8.0
API
8
Integration with Salesforce.com
8

Comments

More Reviews of Gainsight CS

  1. Home
  2. Customer Success Software
  3. Gainsight CS Reviews
  4. User Review of Gainsight CS