--- title: Gainsight Customer Success Reviews meta_title: 'Gainsight Customer Success Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1747 reviews by the users' company size, role or industry to find out how Gainsight Customer Success works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 1747 scale: '5' date_modified: '2026-07-09' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Gainsight Customer Success Reviews **Vendor:** Gainsight Inc. **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.5/5.0 **Total Reviews:** 1,747 ## About Gainsight Customer Success Gainsight Customer Success brings together rich agentic insights, relationship-level intelligence, and a multi-dimensional health scoring to surface risk and expansion opportunities a full quarter earlier, then turns those insights into action through coordinated retention, expansion, and renewal motions across every customer segment, including the long-tail. Designed for enterprise complexity spanning multiple products, hierarchies, and stakeholders, Gainsight supports human-led, digital-led, and agent-led programs, enabling teams to scale outcomes across their entire book of business and deliver Retention-as-a-Service (RaaS). The result is measurable impact and scale, including 50% increased CSM capacity, 15% higher expansion, 95% forecast accuracy, and 20% reduced churn—all backed by a decade of CS expertise and the largest community of CS professionals. ## Gainsight Customer Success Pros & Cons **What users like:** - Users commend the **ease of use** of Gainsight Customer Success, enhancing productivity and providing a clear overview of accounts. (302 reviews) - Users value the **centralized customer data** in Gainsight, enhancing efficiency and teamwork for Customer Success Management. (158 reviews) - Users value the **accuracy and visibility** of Gainsight's health monitoring, enhancing customer insights and performance tracking. (151 reviews) - Gainsight provides **comprehensive visibility** into the customer journey, enhancing decision-making and improving customer success outcomes. (136 reviews) - Users appreciate the **comprehensive visibility** Gainsight provides, enhancing decision-making for customer success and retention. (118 reviews) - Helpful (117 reviews) - Health Scoring (115 reviews) - Automation (91 reviews) - Dashboards (89 reviews) - Insights (88 reviews) **What users dislike:** - Users find the **complexity of setup and customization** in Gainsight challenging, requiring substantial time and effort to master. (76 reviews) - Users find **information retrieval and email formatting challenging** in Gainsight, highlighting a steep learning curve and redundancy. (75 reviews) - Users experience a **steep learning curve** with Gainsight, requiring significant time and support to fully utilize the system. (61 reviews) - Users face a **steep learning curve** with Gainsight Customer Success, making setup and advanced functionalities challenging to grasp. (58 reviews) - Users experience significant **missing features** in Gainsight, limiting their effectiveness and posing integration challenges. (57 reviews) - Users find Gainsight Customer Success to be **not intuitive** , particularly regarding backend navigation and account segmentation. (57 reviews) - Admin Challenges (52 reviews) - Management Issues (52 reviews) - Users find Gainsight's **limited customization options** hinder usability and complicate the experience, especially for new users. (49 reviews) - Integration Issues (43 reviews) ## Gainsight Customer Success Reviews ### 1. Great service, great product **Rating:** 4.5/5.0 stars **Reviewed by:** Debra S. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2024 **What do you like best about Gainsight Customer Success?** The team is uber-responsive and they have recently added additional services support to help us keep Gainsight optimized for our needs. **What do you dislike about Gainsight Customer Success?** Gainsight is a powerful product. It can be a heavy lift to fully configure, administer and maintain it over time. I believe the recent addition of services is meant to help companies with that. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight allows us to keep a constant pulse on individual customers, on books of business by CSM, segment, etc. Gainsight allows us to focus our CSMs on meaningful customer engagement and reduce administrative workload, while improving consistency in the customer experience, measuring customer health and managing customer risk and engagement. ### 2. A great partnership to achieve customer satisfaction **Rating:** 5.0/5.0 stars **Reviewed by:** Angela M. | CS Systems Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2023 **What do you like best about Gainsight Customer Success?** - It is coherent with the "Customer Success" mindset. - GS Support team is very helpful and quick; if necessary, tickets are escalated in a timely manner. - GS is flexible and adaptive to new technologies (ex. AI); its structure also leverages them to achieve scalability without losing quality. - Our assigned CSMs and partners are present and always willing to help. - Although the system is complex, there are plenty of guides and opportunities to learn how its parts work (GS University for instance). The GS team is available 2x during Office Hours to solve any questions/difficulties you may have - and Webinars are usually very helpful on best practices and guidelines. **What do you dislike about Gainsight Customer Success?** At the very beginning, it can get very overwhelming very quickly. However, the inline guides, GS University and Office Hours really help. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Scalability (ability to reach a large customer base through tech-touch); Analysis (ability to analyze a large amount of data); Company-based and CS mindset-based solutions - we can pick our own elements that impact the Health of a customer, for instance, while keeping the structure CS-oriented. ### 3. Gainsight re-defines Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Tamryn C. | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2023 **What do you like best about Gainsight Customer Success?** Gainsight automates, structures and delivers best in class when it comes to Customer Success. I love how easy to use, intuative and detailed Gainsight is. It not only centralises my workflow but it enables me to be the best CSM I can be. **What do you dislike about Gainsight Customer Success?** That its too expensive for our whole organisation to use. **What problems is Gainsight Customer Success solving and how is that benefiting you?** - Risk Mitigation: identifyinf risks, monitoring and mitigating them seamlessly (including playbooks to help) - Success Planning: what is Customer Success if not Success Planning - Gainsight's SP functionality is next level and the most power tool to take customers to the next level in their journey. It's also so easy to share and collaborate with customers through the functionality around SPs. - Data Structure and Reporting - Surveying and linking to customer Health ### 4. Streamlined Efficiency and Organization for the CSM Role **Rating:** 5.0/5.0 stars **Reviewed by:** Zak H. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Gainsight Customer Success?** As an everyday user of Gainsight, it makes my role of a CSM so much easier. Gainsight has the ability to house all of the customer information needed to manage my book of business and take action. Between the automated CTA's and ease of integration with our other platforms, it has never been simpler to proactively manage a large book of business. As an administrator of the platform as well, I get great support from my Technical and overall CSM along with customer support. The admin training modules are easy to use as well and make customizing our team's Gainsight experience a breeze. **What do you dislike about Gainsight Customer Success?** The only dowside of using Gainsight as an administrator is the complexity of the system. There are so many ins and outs so having some support in training and execution of the customization is good to have. From a everyday user perspective, I do not see any downsides of using Gainsight. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps solve the problem of having too many systems and silos of storing customer information and data. The way we have set up Gainsight allows us to see all of our clients' individual attributes, open opportunites to close upsell deals, survey responses, meeting notes/ activities, and more. Gainsight has helped us consolidate information from many resources into one easy to use platform. ### 5. Gainsight is essential in my day-to-day operations as a CSM at LiveRamp. **Rating:** 5.0/5.0 stars **Reviewed by:** Lauryn R. | Sr Associate Commercial Enablement, Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Gainsight Customer Success?** What I love most about Gainsight is that it gives me a clear view on what I need to prioritize with my accounts. With Gainsight, I know that I will not only never miss a renewal, but that I will be proactive with renewal conversations, will always have a pulse on the health score of my accounts, will have a timeline of previous comms, etc. Gainsight is my holy grail as a CSM. **What do you dislike about Gainsight Customer Success?** One thing I would like to see in Gainsight would be that I can update the pulse score directly in the CTA that I review. Reason being is that I typically open up two Gainsight tabs -- one for the pulse score CTA's, and another for updating the pulse score. It would be nice if I had direct access within the CTA to streamline the process. **What problems is Gainsight Customer Success solving and how is that benefiting you?** - Enabling me to be proactive with renewals - Flags any low contract utilization for my accounts so that I can create an action plan - Provides detailed playbooks on how to best approach the CTA's - LOVE the timeline feature -- able to track all calls and reference previous conversations - Easily highlights all open red deals ### 6. Gainsight is how I stay on top of my book of business **Rating:** 4.0/5.0 stars **Reviewed by:** Nicole S. | Mid Market Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is an easy place (one-stop-shop) for all the things I need to document about my customer interactions for myself, my coworkers, and my leadership team. I love that the Gong video recordings are seemlessly integrated into the timeline so I know not only my manual updates are happening, but also that the live calls are noted for me. I check Gainsight every day to structure my process and outline the importance of each account. When it comes to supporting my customers, the different areas of analysis help me quickly find information to help me recall what is needed. **What do you dislike about Gainsight Customer Success?** I have a decent sized book of business and my leadership team requires a frequent update on each account. Going into each account's timeline to make un update takes time to load each page, make the update, save, and then load the next account. Being able to do this in one view would save me a lot of time. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping to have one consolidated space for CS knowlege, data, and historical information to live. The fact that it pushes to Salesforce allows my sales counterparts to easily see my notes so we can collaborate and allows leadership to see the customer journey in one spot from pre-sale to customer and beyond. ### 7. A strategic visionary for Customer Success, particularly for Saas organizations; scaling for smb **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Enterprise (> 1000 emp.) **Reviewed Date:** January 21, 2021 **What do you like best about Gainsight Customer Success?** Gainsight helps our organization become dynamic. It has effectively allowed us to navigate significant change in our organization including acquisition and subsequent series of migration and integration, changes to our structural organization, and the addition of new internal products and features. Our favorite features used today include Relationships, Call to Actions, Timeline, and Reports and Dashboards. We are working internally to also better leverage Success Plans, which we expect to really align with our overall strategy for promoting and supporting key customer objectives and outcomes. Ultimately, we could not perform the tasks for keeping our cross-functional team organized in an effective way without Gainsight and Gainsight's general ease of use compared to competitors and it's thought leadership and engineering investments in those areas are critical renewal factors. **What do you dislike about Gainsight Customer Success?** While Gainsight is a thought leader and are putting a lot of resources into implementing leading edge with AI, increased 3rd party integrations, and more, it seems that they are looking to scale in the SMB market. As an enterprise type customer of Gainsight our business is hyper-focused on security and privacy first for all of our 3P vendors. We have experienced a lot of gaps that have prevented our organization from utilizing Gainsight in a way that supports our business and the gaps are becoming more critical. - The vision behind Gainsight PX is incredible. If you can implement the vision they have presented for PX you can drive a TON of value. However, PX did not pass our security assessment as well as other 3P vendors who Gainsight plans around. - Our organization builds it's products with a privacy-first mentality and again while they offer great tools and concepts, I don't know if Gainsight used this approach when it comes to building products that handle PII (PX, CS, integrations, etc). - We are trying to scale with a low touch segment, however we are unable to roll out automated messaging because of white-listing challenges. SendGrid is the only provider Gainsight uses and it's process does not pass our security reviews and despite creative efforts Gainsight is unable to effectively send through 1P SMTP. - We also have issues with loading external data. The only data buckets offered today are Amazon hosted. For companies who have relationships with other companies (ex. Google/BQ) this becomes another data challenge. - Gainsight's strengths have always been some of their weaknesses as well. For example, the dynamic nature of the tool sometimes allows for too much flexibility which can be challenging for all users to effectively adopt easily. I'm not super specific here, but I think most admins and longer end users will know what I'm saying. Also, important features like Success Plans are hard for end uses to adopt. Some of this may be UI and some of that may be a need for more well-rounded enablement for managers and end users vs admins and technical resources. **Recommendations to others considering Gainsight Customer Success:** Gainsight is the best Customer Success tool on the market. I am confident that you will be able to improve your current processes with this tool and be able to successfully move towards your evolving business goals, however, understand it will come with challenges and should be resourced appropriately. **What problems is Gainsight Customer Success solving and how is that benefiting you?** - Keeps our organization aligned and connected cross-functionally on status and updates of both customers and their related relationships (product families). - Focuses our updates from end users through the application of note templates. - Keeps our organization aligned on workflows with cross-fuctional assignments for different processes. - Makes available an ability to focus on key customer objectives and value drivers through Success Plans. - Allows our organization to report on the impact we have on our customers, escalate success stories, and docment advocacy. - Promotes some reporting capabilities for weekly reviews of critical segments, customers, and high risk relationships. - Allowed us to set up a very basic framework around a low touch segment, granted it currently may not ultimately support where we'd like to go. ### 8. Mature product that is a no brainer for operationalizing CS in any org. **Rating:** 4.5/5.0 stars **Reviewed by:** Godwin S. | Senior Manager, Customer Success Operations, Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2023 **What do you like best about Gainsight Customer Success?** If you look at it wholistically, the product has matured a lot over the last few years I have been working on it. There was also a lot of of focus in the recent past on improving the admin experience and quick and easy implementations which has been great. Horizon UI has brought about a much needed refresh to the user experience. The Product team is also willling to listen to customer feedback which is a sign that they are constantly trying to improve. Data Designer is a game changer for data integrations and transformations and a huge improvement compared to what was possible before. **What do you dislike about Gainsight Customer Success?** At times, it feels like there is a disconnect between different product features. To be specific, new changes made in Rules Engine will be inconsistent with the same feature in Reporting. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Preparing for customer interactions, Reduced time looking for customer information and history, Monthly reporting on CS KPIs, Tracking CSM tasks, Sending 1:M communications, Implementing Pooled Model ### 9. Gainsight CS is The GO TO platform of choice for any organisation serious about Customer Success! **Rating:** 5.0/5.0 stars **Reviewed by:** Simon V. | Senior Customer Success Manager, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2023 **What do you like best about Gainsight Customer Success?** Hugely configurable platform Connectivity with SFDC Dashboards and customisation of C360 Health Score customisation to allow deeper dive focus on possible churn or At Risk accounts Capturing activities and milestone event to customers timeline Holistic Customer view with all your account information in one place Great prep tool for QBR's Great support **What do you dislike about Gainsight Customer Success?** This is not a dislike as such but like any software solution it does need good admin at the back end and techincal input so it is not a just an install, click, click next type of application and it needs on going maintenance and your input on the initial design is hugely important (which is a good thing) so I would say you need to be committed to CS as a whole orgainsation from the top down and ensure Gainsight CS is part of the fabric of your business and not just a nice to have customer success tool **What problems is Gainsight Customer Success solving and how is that benefiting you?** Better management of your account portfolio ### 10. The hype is real! **Rating:** 5.0/5.0 stars **Reviewed by:** Barry K. | VP of Success and Enablement , Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2023 **What do you like best about Gainsight Customer Success?** I had high expectations for Gainsight when we brought it in and was a champion for it - and yet Gainsight continues to exceed my expectations. Certainly, much of that credit goes to how we launched - I can't say enough about Gainsight's partner and our integrator, Growth Molecules - and to our Gainsight administrator, who has gone wide and deep in his enthusiastic pursuit of implementing new features and useful processes. With Gainsight, we now have automated calls-to-action when customer KPIs are out of line; we have ease of communication across departments on customer issues (rather than endless, out-of-context Teams threads); we have CSQLs that are not only driving tighter partnerships and revenue from existing customers, but showcasing our National Account Managers as the rockstars that they are to grow accounts; we have accountability and history to understand what's happening and why with each customer; we had our most successful and efficient NPS survey ever (humble brag: we scored 77); now we're bringing our finance team into the loop to better communicate around collections and payment issues; and there's so much more. Even little things matter - like one of our team members who said "I don't use sticky notes anymore." (and don't get me started about how excited I am about Cheat Sheet - but that's in beta so I'll wait on being too effusive) **What do you dislike about Gainsight Customer Success?** "Dislike" isn't the right word. Like any enterprise-class SAAS solution, our Gainsight implementation could have been tanked by the people. We all know that users can torpedo a SAAS rollout. We are realists and we did it right - we started with reasonable goals to launch with Growth Molecules' guidance; we gave the team plenty of time to get used to Gainsight and shielded them from outside eyes while we learned; we formed a user group and had (and continue to have) regular meetings among the team members to gather feedback and make enhancements. Gainsight is not a set-it-and-forget-it solution, unless you are willing to take some subset of its features and be satisifed with that. We want to squeeze every ounce of value we can from it, which takes focus, teamwork, lack of ego and smart work. Not that there's anything wrong with that. **What problems is Gainsight Customer Success solving and how is that benefiting you?** In response to the 2023 economic conditions, we were forced to reduce staff in our customer-facing roles. But because of Gainsight, we have not missed a beat, and, indeed, we are executing better and more efficiently even with fewer people. Most notably, our vision of having proper "digital first" service and support - what we call "tech touch" - has been brought to life with Gainsight. We have taken our smallest customers - who, God bless, we still love- and we are serving them efficiently and effectively thanks to Gainsight. Doing so has freed up our Account Managers to focus on larger accounts, and our tech touch customers have not missed a beat (another humble brag: In our NPS survey, our tech touch customers scored us a 68). As for many other benefits, please refer back to my previous comments. ### 11. Consolidation and Automation **Rating:** 4.5/5.0 stars **Reviewed by:** Ali H. | Manager, Customer Success, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2023 **What do you like best about Gainsight Customer Success?** GainSight allowed our CS team was able to consolidate all of our information into one place which allowed us to implement some of the automations available. By utilizing the CTAs, playbooks and success plans our team is able to use GainSight to manage their daily tasks and allow them to take a more proactive appraoch with their customers, which in turn, results in graeter customer satisfaction and increased retention. Our CSM and technical account manager are fantastic and help us to use the available functionality to it's fullest. The integration with Salesforce was seamless and since we first implemented we have been able to integrate with several other platforms that the team uses. **What do you dislike about Gainsight Customer Success?** At first working with the Rules Engine was a little confusing. This is where our technical account manager was invaluable as he was able to walk us through it in more detail and ensure we understaood the full functionality. **What problems is Gainsight Customer Success solving and how is that benefiting you?** The number one problem it solved immediately was bringing all of our customer information to one location. Since we implemented we have been able to leverage automation through rules, CTAs, playbooks and Journey Orchestrator to make the CS team more efficient which allows us to expand our coverage to more accounts. The use of the scorecard has allowed the team to identify potential risk and they can then deploy playbooks or success plans to mitigate that risk. ### 12. Gainsight - best onboarding and customer support. **Rating:** 4.5/5.0 stars **Reviewed by:** Meghan E. | Compliance Manager, Consumer Services, Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2024 **What do you like best about Gainsight Customer Success?** I like how easy it is to create courses and share them with our users. **What do you dislike about Gainsight Customer Success?** There is nothing that I dislike at this time. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is solving our time spent onboarding users to our platform as well as helping with continued education for our users. ### 13. An Accessible Tool for Admins of all Skill Levels **Rating:** 5.0/5.0 stars **Reviewed by:** Michael R. | Customer Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2021 **What do you like best about Gainsight Customer Success?** As someone that started their career in system administration with Gainsight, I found the system very easy to navigate once I understood the basics of the platform. From there, it was clear to me that Gainsight is constructed to be accessible to a wide range of individuals with varying skillsets at the outset. For reporting, I find the operators logical and easy to use so that you see what you want and easily filter out that which you do not need. Everything Gainsight does is relatively easy to do, I would recommend it to a friend or colleague. **What do you dislike about Gainsight Customer Success?** There's not much to dislike, the product simply does what it says it can do. If anything, there are some concerns for the future with outbound email communications as the world around us increases security concerns. I do think that is something the folks at Gainsight will need to think about, as a small number of external email clients are more likely to flag some of our program emails as 'spam'. However, this is not a usual or frequent observation. **Recommendations to others considering Gainsight Customer Success:** I find that a close integration with Salesforce can be super beneficial for providing data and reporting across multiple divisions in an organization. This includes various stakeholders that do not have full licenses, as reporting can be exported via an automated program to those that have a Salesforce license. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is solving the outreach issues that we have with regard to our 'pooled support' client base. Additionally, Gainsight helps facilitate a number of the processes needed to manage our books of business in addition to providing visibility to other teams as to what our Customer Operations org is accomplishing with our live clients. Additionally, the new Business Modeler product has allowed us to address some of the fairly unique concerns our company has around contact management where a client may have several individual stakeholders, including several outside the company itself. ### 14. The best experience I've had with a software - only limited by your imagination! **Rating:** 5.0/5.0 stars **Reviewed by:** Grant R. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a big, robust tool and I've had a hard time finding anything it can't do for our team. Even with it being so robust - I've found it incredibly easy to learn & implement in a self-serve manner. Gainsight has great education material that has allowed me and my team to self serve information about the tool and implement features and functionalities that have been true game changers for our Customer Success and Implementation teams. You are truly only limited by your imagination - we've pretty much been able to implement anything we've wanted to implement for our teams. It's super fun, too :-) **What do you dislike about Gainsight Customer Success?** The only thing I would say is the amount of administration / upkeep required for it to not go stale. However, I also think this is a good problem to have. With a tool that is so critical for your business, you want to spend time grooming/iterating on what you've implemented to ensure it stays relevant. It's worth the investment. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We had a TON of manual tasks as far as customer outreach & fragmented systems for customer data. We've used Gainsight to automate customer outreaches using Journey Orchestrator - which has allowed for our Customer Success and Implementation teams to have more bandwidth to spend time with customers and engage in more value added tasks. We've also used Gainsights Connector & Events API functionality to connect disperate systems where we have customer data. We used Connectors to pull in Sales/Revenue data from Salesforce and to pull in Customer Support data from Zendesk. We used the Events API to connect our internal administration system to Gainsight and this has been incredible. We now have a unified system (Gainsight) with a full picture of our customer data. We're not perfect here but we're constantly refining and finding ways to paint a more full picture of our customers in Gainsight. ### 15. Gainsight has been a solid partner and platform for years for us **Rating:** 5.0/5.0 stars **Reviewed by:** Andy R. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2023 **What do you like best about Gainsight Customer Success?** Gainsight CS is built expressly to support customer success (it's in the name, so no surprise, right?). As an admin of Gainsight for almost 8 years now, what I really appreciate is the power it provides for leveraging data--both from within Gainsight CS as well as from other platforms like Salesforce, etc--to create deeply customized tables and processes. These can then be used as the basis for reporting, automation of tasks, calculating health and risk of customers, targeting communications...and so on. Gainsight has steadily iterated and improved their platform over the years and, if anything, has accelerated that rate of updates and change. Support from our CSM is thoughtful and consistent and the support team always delivers. **What do you dislike about Gainsight Customer Success?** The frequent updates to the system bring many improvements, but also require learning and active effort to adapt. Change is a double-edged sword and it can take some dancing to stay on the cutting edge without getting some nicks and cuts along the way. ;) **What problems is Gainsight Customer Success solving and how is that benefiting you?** Communicating intelligently with customers at scale. Powerful data management enables insights not available in other platforms. Proactive risk detection allows us to focus the efforts of the CS team where it matters most. Bottom line: we better understand our customers and what we need to do to help them derive value from our products. ### 16. Undoubtedly the leader of the CS Space **Rating:** 5.0/5.0 stars **Reviewed by:** Sashank G. | Business System Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** December 24, 2023 **What do you like best about Gainsight Customer Success?** The single holistic customer C360 view that the tool offers is the most impressive feature for us as it helps our team to track the complete client's lifecycle. Alongside the product offers us a numerous integration ability to bring all our third party data into one instance giving our users to levarage analytics power on Gainsight . Our CS team likes the tool a lot and they use this so frequently in their day to day work life. For us, Yes! It's a powerful tool with great and wide features. The absolute user & admin friendly UI, thoughtful leadership & product teams, and exceptional Support, CSM team are the huge plus for Gainsight. **What do you dislike about Gainsight Customer Success?** Ofcourse the tool gives a lot of value for us , we do have few pain points and one such is documentation . It's not a dislike but I would feel the product has a better documentation. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS helps us in many ways in our work life. One specfic problem that Gainsight addresses for us is to track all our customers and products sentiments on a single platform. Previously all our executive & account teams used to work on their clients and it was very difficult for them to track on all the products usage and sentiment. It's a huge win for us in bringing different teams on single platform and engage them in using GS analytics from cutting those heavy and multiple Excel sheets. ### 17. Great insights, some limitations **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2023 **What do you like best about Gainsight Customer Success?** The best feature is the meeting summaries. One of the best I've used (compared to about 5 other tools). Staircase call summaries are far superior when it comes to understanding different accents (even very heavy ones) and reporting correct industry terms based on context. Also the summaries themselves are concise and well formatted with highlights and action items. Second best is the Slack integration to notify of any extremely negative sentiment to take swift action. **What do you dislike about Gainsight Customer Success?** It doesn't not integrate with all tools (such as Microsoft Teams) which can lead to inaccurate sentiment and engagement. There is a way to add Staircase to meetings which is great, but not chat. In addition, some sentiments are marked as negative because of words a customer uses but it doesn't account for the fact that that the sentiment is regarding something else entirely (ex. A customer wrote that he is frustrated with Google because he doesn't get calendar updates and requested that I email him with any changes and it reported a negative sentiment...) **What problems is Gainsight Customer Success solving and how is that benefiting you?** 1. The summaries solve the problem of taking accurate notes while having meaningful conversations with customers 2. Slack notifications solve the problem of not knowing what to look for and where (or even IF it's needed) 3. The AI summary for accounts solves the problem of needing to sift through lots of information to understand the state of an account. This is especially helpful when you're new to an account and your predecessor is no longer around to answer questions. ### 18. Gainsight continues to deliver **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2018 **What do you like best about Gainsight Customer Success?** Gainsight has some great features for automating workflows and creating triggers for employees to follow-up on. I'm most impressed with how advanced we can make email automation to reach a larger number of customers and continue to engage or not based on conditions we've defined. There is lot we can customize to target specific segments and achieve outcomes. As an admin, I've really appreciated the Analyzer tool that can show me which workflows are inefficient and offer suggestions for improvement. Overall, I like how involved Gainsight is with us as a customer. Having used Gainsight for a number of years, I have appreciated the expanded integration options which have allowed me to connect our support, marketing, CRM, data lake, usage, and other tools to provide a solid foundation for our CSMs to use. The Rules Engine is one of the best features and allows us to do things no other system can. Our CSMs have enjoyed the Gainsight Home widgets -- especially the calendar -- and make heavy use of Timeline features to log consistent updates on customers. They've also enjoyed the Slack integration (Sally) and we are looking to do some additional custom Slack integration as well. **What do you dislike about Gainsight Customer Success?** One drawback I see is that because the tool is so powerful it can actually come across as too complex. I have a strong mastery of CS but to the unfamiliar it can take a little bit of convincing that the output from a report or a rule is accurate. Additionally, when new features come out I think the documentation could be better as it can sometimes take a bit of trial and error as the official documentation doesn't always provide clear guidance or explain dependencies. **Recommendations to others considering Gainsight Customer Success:** Work on incorporating one feature at a time as it can quickly get overwhelming. Gainsight Support and the Community are very helpful - I like that the product teams are active participants on the Community. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We've been able to automate and scale many of our workflows especially in relation to routine transactions which has freed up time for more proactive engagement. We also have been able to collect and consolidate data in order to identify trends within our customer base. Gainsight is our system of record for CS and our CSMs prefer working out of Gainsight vs other systems. The key to success has been surfacing relevant data through integrations so that our CSMs can better identify at risk accounts. Additionally, the reporting and dashboards in Gainsight is allowing us to track our customer health, lifecycle journey, churn, customer maturity, and CSM activity in way that is extremely accessible to multiple teams and leaders. Currently it is also filling a role for tracking our professional service engagements and helping that team make better decision is terms of allocation and resourcing. ### 19. Everything you need to be an awesome CSM, in one place **Rating:** 5.0/5.0 stars **Reviewed by:** Alexandra T. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 05, 2023 **What do you like best about Gainsight Customer Success?** I personally love I can rely on Gainsight to be my one stop shop to manage my portfolio of customers, plan for the day, take notes during meeting with associated actions, etc. It is a great tool to keep yourself organized, while having a very strong view of the work your are doing and the impact it has on the customer's health. A huge plus is also the customizable widgets which can be easily adapted to user preferences depending on the data they want to see. I see great value in using Gainsight on a daily basis when I have customer meetings, reviews with my manager, or retrieve data I can showcase and share with others (both internally and with customers), and much more. Gainsight has the potential to replace all the excels, One Notes, Power BI dashboards, etc that are normally used to document and analyze Customer health, data and interactions. **What do you dislike about Gainsight Customer Success?** It has proved to be more difficult than expected to implement use cases in Gainsight for multiple product types. Our company has a suit of numerous product lines, and we want to be able to document and retrieve data for each. We have been able to improve this by customizing Gainsight to meet the needs of our use cases and CSM, however, it can still be quite tedious to have to track each product/relationship seperately. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Decreasing the need to maintain data in different locations (Excels, OneNote, Files, PPTs). This makes me more efficient and more organized. Help to better and more efficiently enable CSMs by having playbooks and Success Plans integrated in Gainsight, covering different scenarios CSMs can face. They can act fast by simply opening a CTA or Success Plan with the needed playbook that will guide them in what steps to take next. Account planning and documentation of customer interactions. I can easily plan and organize my activities for a customer, while also being able to document my interactions directly in Gainsight. Data driven decisions. I can make informed, data driven decision by accessing the Dashboards where I can assess and analyze the available information related to my customer and take action accordingly. ### 20. Gainsight CS is essential for scaling our customer engagement! **Rating:** 5.0/5.0 stars **Reviewed by:** Scott T. | Director of Product Management, Information Technology, Enterprise (> 1000 emp.) **Reviewed Date:** December 20, 2023 **What do you like best about Gainsight Customer Success?** Gainsight CS provides a comprehensive, consolidated view of customer health, sentiment, outcomes, and engagement activities across the entire customer base. It provides capabilities (Success Plans, Calls to Action, Playbooks, Journey Orchestrator, etc.) to cover a wide variety of customer segmentation (high touch, low touch, digital touch). Gainsight integrates seamlessly with Salesforce, providing an optimal user experience. It's also easy to establish data feeds from other upstream sources to avoid duplication of data. Dashboards provide a good way for various personas to consume the information at the right level. Lastly, Gainsight has a genuine interest in forming a real partnership with its customers and makes great efforts to understand the customer's business drivers and strategic objectives in order to provide proper guidance. **What do you dislike about Gainsight Customer Success?** 1. Survey limitations, particular with regard to robust response analytics - we still need to export survey responses and dump into a different tool for in-depth analytics. 2. Granularity of permissions - It seems we can grant Admin and User level permissions, but would be great to have a permission set for "power users" to alleviate some of the administrative burden without introducing risk of granting all end user certain powers. **What problems is Gainsight Customer Success solving and how is that benefiting you?** 1. Scaling our customer onboarding 2. Using hierarchies and a combination of Company and Relationship objects, we were able to manage customer engagement and health across multiple products that were being managed as a single Customer Success program 3. NPS survey distribution, response collection, and post-survey actions 4. We're currently looking to use Gainsight to manage our end to end ARR risk management process, and use the seamless integration with Salesforce and our BI tool to solve for the involvement of non-Gainsight users in the process. ### 21. Gainsight Empowering **Rating:** 4.0/5.0 stars **Reviewed by:** Michael R. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2024 **What do you like best about Gainsight Customer Success?** The ability to provide insights to CSMs about their customers and leverage the power of Sales Force **What do you dislike about Gainsight Customer Success?** Lack of integration to Microsoft solution suite to leverage Powerpoint, Exel, Power BI to deliver robust solutions to CSMs **What problems is Gainsight Customer Success solving and how is that benefiting you?** Measuring customer health, Customer Engagement, and customer success ### 22. Great solution for CSM's nede **Rating:** 5.0/5.0 stars **Reviewed by:** Veronika P. | Enterprise (> 1000 emp.) **Reviewed Date:** October 04, 2023 **What do you like best about Gainsight Customer Success?** The most helpful about GS is creating automated process and workflows for most operational taks. It saves our CSMs a lot of time on a daily basis. This allows CS teams to focus on strategic activities rather than manual repetetive routine. With the help if CS we are able to automaticall flag at-risk customers and identify upsell opportunities. Some other key features that make Gainsight CS stand out are 360-Degree Customer View, Reporting and analytics features & Customer Feedback and Surveys. I'd like to call out their support team too: GS provides tech support via ticketing system, real time chat and a dedicated support team. It helps resolve issues **What do you dislike about Gainsight Customer Success?** GS is complex to set up and configure. Maintaining Gainsight CS requires full time admins who have deep understanding of the tool, knowledge of your company and Salesforce. There are some limitations for admins not being able to perform certain actions **What problems is Gainsight Customer Success solving and how is that benefiting you?** - Streamlining workflows - Automated alerts/triggers based on Events in Salesforce - Deep understanding of each customer ### 23. Implementing Gainsight has been a game changer in proving the value of Customer Success **Rating:** 4.5/5.0 stars **Reviewed by:** Gertie R. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Gainsight Customer Success?** Ability to quickly access data for insights Ability to prove to CEO/Board through GS data the ROI of customer success Flexibility to implement and layer in functionality across the teams Building efficiencies across the teams Built and implemented a programmatic program across all regions Flexibility with integrations Gainsight Pulse is a valuable experience for myself and my team **What do you dislike about Gainsight Customer Success?** Would like more data analysis tools for executive reporting (c-level, board) Easier reporting capabilities - I don't like to rely on my team when I need something Flexibility for customer views for pages **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping our teams prioritize and focus on our customers in a systematic approach. It is increasing the efficiency of the teams and allowing us to focus on value activities with our customer engagement. ### 24. Provides the data and insights needed to best monitor customer health **Rating:** 5.0/5.0 stars **Reviewed by:** Katie F. | Implementation Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2024 **What do you like best about Gainsight Customer Success?** Being able to get a snapshot of my customer health so I know where I need to spend my time and energy to best mitigate risk **What do you dislike about Gainsight Customer Success?** The learning curve - there's a lot of view, tabs, and aspects to look at and sometimes that can be overwhelming to learn the best approach **What problems is Gainsight Customer Success solving and how is that benefiting you?** It helps me best track my customer health so I can identify and mitigage risk. I also like having all my touchpoints, emails, and tasks for each customer in one place so I can easily see what I need to do next with them. ### 25. Great Platform! **Rating:** 4.5/5.0 stars **Reviewed by:** Tommy Z. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 20, 2023 **What do you like best about Gainsight Customer Success?** Having most of my accounts' information ready in just 1-2 clicks, with easy ways to record new information and identify which accounts need help. **What do you dislike about Gainsight Customer Success?** The system is VERY robust and has a lot of depth. This comes with necessary complication if you're doing something new, like creating a new report can only be done by an admin. The amount of information that does NOT flow from Salesforce to Gainsight is frustrating, but that might be a user issue. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Tracking all of my accounts' data, actions, use trends, and keeping me on task with the CTA's. ### 26. Great way to track work with clients **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Gainsight Customer Success?** I feel like Gainsight helps me see the full picture clearly and easily. I use it daily and I'm really happy with it. Feels intuitive for someone who is new-ish to tech **What do you dislike about Gainsight Customer Success?** Sometimes, the processing can be a little bit slow. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Which of my clients need attention and when ### 27. Unlocking Customer Success Excellence - Gainsight CS **Rating:** 5.0/5.0 stars **Reviewed by:** Vartan K. | Customer Success Operations Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2023 **What do you like best about Gainsight Customer Success?** What I love most is its transformative power, converting raw data into actionable insights that empower us to proactively engage with our customers. The Healthscore feature is nothing short of a superhero, providing a dynamic pulse on customer health, while Journey Analytics unravels the intricacies of user experiences with precision. And let's not forget the Programs functionality – a vital conductor orchestrating personalized customer journeys seamlessly. In essence, Healthscore, Journey Analytics, and Programs in Gainsight CS are not just features; they are the pillars supporting a holistic approach to customer success. Together, they empower us to navigate the ever-evolving landscape of customer relationships with precision, intelligence, and a touch of artistry. **What do you dislike about Gainsight Customer Success?** While Gainsight CS is undoubtedly a powerhouse in the realm of customer success, it's essential to acknowledge potential areas for improvement: User Interface (UI) Enhancement: Some users might express a desire for a more modernized or streamlined user interface. While functionality is paramount, an enhanced visual experience could contribute to a more intuitive and enjoyable user journey. Integration Challenges: Integrating Gainsight CS with other tools in a tech stack can sometimes be a meticulous process. A smoother integration experience could further enhance the platform's interoperability and ease of use. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Proactive Customer Engagement: The Healthscore functionality provides a real-time snapshot of customer health, allowing us to proactively address concerns and engage customers at the right moment. This proactive approach strengthens customer relationships and mitigates the risk of churn. Efficient Workflow Automation: Programs in Gainsight automate workflows and communications, allowing us to efficiently scale our efforts. This not only saves time but ensures that our customer success strategies are consistently applied, even as our customer base grows. Strategic Decision-Making: The wealth of data and analytics provided by Gainsight empowers us to make informed, strategic decisions. Whether it's refining customer journeys, optimizing resource allocation, or identifying growth opportunities, Gainsight ensures our decisions are rooted in data intelligence. ### 28. A Great Partnership **Rating:** 4.5/5.0 stars **Reviewed by:** Devon T. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2023 **What do you like best about Gainsight Customer Success?** The Gainsight product offers a ton of flexibility, which was a key factor in our decision to use Gainsight. However, this can be overwhelming and difficult to know where to start or what best practices are for connecting the functionality that will drive scale and efficiency for the teams using the platform. Leveraging our Gainsight CSM relationship is critical to ensure we understand the benefits of the tool, can learn from their internal experiences and from other customers experiences as well. We couldn't do this alone! **What do you dislike about Gainsight Customer Success?** We have had issues with the level of granularity the reporting can provide us and we were hoping for more flexibility with email synching as currently its not a great experience for our CSMs and difficult to drill into customer responses/feedback through this channel. **What problems is Gainsight Customer Success solving and how is that benefiting you?** A centralized tool for CS with an increased amount of functionality we were missing. Additionally, we have been able to centralize our customer suveys with some helpful analytics ### 29. Powerful platform that can deliver great insights to drive action **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** January 28, 2024 **What do you like best about Gainsight Customer Success?** The ability to combine data from different systems to give our CSMs and wider business a single view of customer health. C360, Scorecards, Cockpit, TImeline, NPS & CSAT insights and the ability to automatically create Calls to action (CTAs) based on customer user behaviour. **What do you dislike about Gainsight Customer Success?** Not exactly a dislike, but in our experience getting value from Gainsight CS required extensive data integration, which is partly a reflection of our business usuing multliple data sources. That takes patience and time to get right. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Saving CSM time though incorporating multiple data sources into one platform. Providing easy visibility of customer health for each CSM portfolio. Highlighting key customer issues, when they occur, through automated CTA's for fast investigation and resolution. Helping create consistency of customer experience through Playbooks. ### 30. Elevating "CSMing" with GS **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Gainsight Customer Success?** In our experience with GS, the platform has proven to be a game-changer in centralizing and optimizing critical aspects of our business operations. The ability to consolidate all Customer Success Management (CSM) interactions in one place is fundamental for us and provides an invaluable panoramic view of customer engagement. The seamless integration capabilities with other applications further elevate GS's utility. This integration not only streamlines our workflow but also enhances overall efficiency by eliminating the need to switch between disparate systems. The result is a more cohesive and interconnected approach to managing customer interactions, allowing for a comprehensive understanding of customer needs and preferences. One of the most significant advantages we've gleaned from GS is the newfound approach to proactively manage risk. The centralized platform serves as a command center for risk assessment, offering real-time insights into potential challenges and enabling swift, informed decision-making. We're still in the early stages of our approach to risk leveraging Gainsight's capabilities but this has already fortified our risk mitigation strategies and allowed us to ensure retention and early risk mitigation. I would also like to leave a word of appreciation to GS Customer Success team who has always gone above and beyond trying to support our strategies. **What do you dislike about Gainsight Customer Success?** I think where we come accross the most significant challenges is in navigating the reporting build, particularly when working on correlation reporting and trending reports. While the platform offers a robust set of features, the complexity associated with these specific reporting functionalities can be a significant drawback. The reporting interface, especially for correlation reporting and trending analysis, appears to lack user-friendliness. Navigating through the reporting build proves to be an intricate task, requiring a deep understanding of technical nuances. This complexity can result in a steep learning curve for users, making it challenging to generate the desired insights without the continuous support of a highly technical individual. The challenge is further amplified by the fact that these reporting functionalities are crucial for gaining meaningful insights into customer data and trends. The time and effort required to navigate through these reporting features could potentially impede the agility and responsiveness of teams relying on timely data-driven decision-making. While Gainsight CS excels in many areas of customer success management, the reported challenges in reporting may deter teams from fully leveraging the platform's capabilities. Improving the accessibility and user-friendliness of reporting features, especially for correlation and trending reports, would significantly enhance the overall user experience and make the platform more accessible to a broader range of users. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight has helped us streamline operational tasks, automating workflows and providing a centralized platform for managing customer success activities, thus enhancing overall efficiency. Additionally GS is also playing an important role in helping us identify at-risk customers trough proactively identifying red flags, enabling timely intervention to retain customers and strengthen long-term relationships. ### 31. BMC Software Key Business User **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2024 **What do you like best about Gainsight Customer Success?** Customer Success if great at understanding our business inits, goals and complexity. At BMC we are very complex and it is great to see a lot of effort to help us align to our customers. **What do you dislike about Gainsight Customer Success?** Pace. I do feel that we talk about a lot of great things coming on roadmap, but slow to materialize and MVPs are not up to usability. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Customer Success planning, adoption tracking, engagement tracking, deliverable tracking and customers goals. ### 32. Gainsight makes my job easier! **Rating:** 5.0/5.0 stars **Reviewed by:** Bob B. | Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gainsight Customer Success?** As a Customer Success Manager, Gainsight makes my job easier. It's super easy to use and has all of the features I need to do my job. I use Gainsight every day - it's my go-to. I log in to check my CTA's and I'm in it frequently through the day because it's integrated beauitfully with our instance of Salesforce, but it's organized much better making it easier to find things which, in turns, makes it easier to support my clients. **What do you dislike about Gainsight Customer Success?** Gainsight tends to have frequent changes and it can be challenging to immediately know where things are. As someone that supports cloudbased software, I know I sound like one of my own customers when I say that! It usually takes a few hours or up to a day to get the grasp of things, so not completely terrible. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight organizes things in a way that make it much, much easier to support my clients. ### 33. Comprehensive CRM Tool that Expedites CSM Workflow **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Gainsight Customer Success?** I love how it provides a quick and accurate snapshot of our client information. In addition, it's ability to create and manage metrics such as the health Scorecard, NPS, and CSAT are great ways to asses client satisfaction and risk. **What do you dislike about Gainsight Customer Success?** I think that the rule creation and guidance surrounding it is a bit difficult. In addition, I wish that it's note taking platform in Timeline was more visually professional so that our CSMs can share their screen in meetings with customers. Our CSMs consistently share a Google Doc note format instead, resulting in them having to copy and paste their notes every time. In addition, the C360 would benefit from being able to store PDF's or other documents and currently we are just pasting links. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It is currently acting as our source of truth for account and contact information. In addition, it's letting us guage customer health/risk, and mange process creation and management for our teams. ### 34. Gainsight is the best CRM platform helps in various way for CS Team **Rating:** 5.0/5.0 stars **Reviewed by:** Abhishek K. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Gainsight Customer Success?** Gainsight encompasses diverse modules designed to identify high-risk customers and proactively notify stakeholders to prevent churn before the renewal period. The reporting and dashboard features provide a valuable means of visualizing customer data, facilitating in-depth analysis. The JO program offers remarkable flexibility, streamlining the delivery of product-related information with unparalleled ease. Furthermore, the system allows for the straightforward manipulation or overriding of data based on subjective information obtained during discussions with the customer, providing a versatile approach to data management. The seamless sharing of business reviews with customers is achieved effortlessly through the utilization of Success Snapshots, showcasing a comprehensive overview of their product usage. Notably, the support and engineering teams have proven to be invaluable allies, offering substantial assistance in addressing any issues encountered with the Gainsight product. Their responsiveness and expertise enhance the overall user experience and contribute to the effective utilization of Gainsight's capabilities. **What do you dislike about Gainsight Customer Success?** The Success Plan module within our organization has not been widely utilized, mainly due to a lack of understanding of its business benefits. Similarly, there are a few other modules that have not been extensively used. It would be highly beneficial if the support documentation includes multiple use cases for each module, accompanied by instructional videos. This comprehensive approach would enable users to make the most effective use of each module. While Gainsight stands out as one of the top CRM tools in the market, there is room for improvement through the implementation of enhancements. Although enhancements are prioritized based on customer upvotes, there are instances where a particular enhancement is crucial for a customer, such as the integration of Success Plan with JO for automating Digital Business Reviews. It is essential to consider the specific needs of customers, even if they may not align with the popular vote, to ensure the tool meets diverse business requirements. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Identifying the risk customers helps in retention ### 35. There's a reason Gainsight is the best! **Rating:** 5.0/5.0 stars **Reviewed by:** Philip M. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2023 **What do you like best about Gainsight Customer Success?** Gainsight has a great amount of functionality (Rules, JO, Data Designer, etc.) wrapped in an interface that is sleek and intuitive. Whenever I am working with my CS team to scope and design projects I already have an idea in my mind of how I will build it using Gainsight best practices. When I have to learn something new, the documentation and design is well thought out for people of all skills and backgrounds. **What do you dislike about Gainsight Customer Success?** Gainsight's reporting capabilities could be stronger when it comes to calculated fields and percentage to goal formulas. Right now the inventory of formulas in Report Builder and having to build more custom calculations in data designer is less than ideal. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Automated customer outreach, dynamic Risk and Value Management frameworks, quarterly business reviews, churn based Customer Success Health Score, and much more! The system has given us a way to scale our CS org tremendously over the past year and a half. ### 36. Intuitive, efficient, everything in one place **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2022 **What do you like best about Gainsight Customer Success?** The fact that we can have all information related to an account in one place. We use more automation and it's amazing how we can have information about customers' implementation without having to meet with them. The other thing we love about Gainsight is our CSM, she's simply great, always available and a wonderful sparring partner. Finally, it easy to use, we use it everyday, we get a lot of reporting from it and it connects and integrates with a number of sources. **What do you dislike about Gainsight Customer Success?** Nothing really - we tend to get everything we need. **Recommendations to others considering Gainsight Customer Success:** Design it well, use pen and paper if needed and then the implementation would be super easy **What problems is Gainsight Customer Success solving and how is that benefiting you?** Source of truth for all accounts, red accounts with mitigation steps, our OKR reporting. We also use it to replace meetings during implementations, we get the latest from customers without having to meet with them, this is huge cost and time saving for us but with the ability to know the situation and intervene in case our customers need us. We are looking forward to testing some of the AI capabilities ### 37. Gainsight Helped Us Increase Adoption and Retention for Our Digitally-Covered Customers **Rating:** 4.5/5.0 stars **Reviewed by:** Melissa A. | Sr. Manager, Customer Success Operations, Enterprise (> 1000 emp.) **Reviewed Date:** May 21, 2020 **What do you like best about Gainsight Customer Success?** We truly had success with our digital CS thru Gainsight. Gainsight gave us the tools to identify digitally-managed customers with low adoption and we were able to create targeted, personalized campaigns to nudge them in the right direction. The results speak for themselves - we used Journey Orchestrator to increase adoption and retention markedly. Although it took work upfront to centralize our data and build the campaigns, it quickly paid dividends. Gainsight let us coordinate automated email outreach with human touchpoints to successfully course-correct thousands of accounts. We're looking forward to expanding the program to other segments. Overall, Gainsight has become an invaluable platform for improving the experience for our digitally-managed customers. - Gainsight's Journey Orchestrator allowed us to create personalized, automated email campaigns to nudge digitally-covered customers toward better adoption. This increased adoption by 20% for our participants. - The human outreach enabled by Gainsight was also very effective. 22% of our customers who received specialist outreach after the email campaigns resolved their issues. - We increased community engagement by 42% for targeted customers. When we looked at the program holistically, Gainsight helped us increase adoption by 25% and improve retention by 12% for our digitally-covered customers. **What do you dislike about Gainsight Customer Success?** While I do wish Journey Orchestrator had dynamic content available, we were able to use the email variants to our advantage and send out unique personalized emails without having to create duplicate programs. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We send out complex adoption and retention campaigns for our Digital Customers Success, build out comp plans, configure detailed healthscores, and show adoption trends through dashboards. ### 38. Quick Iterations on the most important front-line workflows **Rating:** 3.5/5.0 stars **Reviewed by:** Melissa J. | Head of Program, Premium Support Operations, Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2023 **What do you like best about Gainsight Customer Success?** When we're building a playbook, I know that I have the ability to quickly iterate after we push to production. We can remain agile and flexible alongside our admins to ensure that we're continuing to improve the various workflows leveraged by our front-line team members. **What do you dislike about Gainsight Customer Success?** I would love more flexibility when it comes to customization of CTAs. Ex: If I want a different picklist for my status on a particular CTA. I say this knowing that every time I've brought up something I wished Gainsight had to my CSM she quickly corrects me that it IS possible - this is probably another one of those instances! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight makes it incredibly easy to measure the successful delivery of our contractual obligations, which is our KPI for this FY. ### 39. Great tool for Customer success day-to-day **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** April 15, 2024 **What do you like best about Gainsight Customer Success?** It is an intuitive and easy-to-use tool. It is the fastest way to understand where you are with clients, who to prioritize, who to contact, what is pending. the reports are very good. Good use of AI **What do you dislike about Gainsight Customer Success?** If it could be integrated with more tools it would be beneficial for it to become the only tool for daily use. Additionally, if there were more possibilities to customize certain metrics (health score for example) **What problems is Gainsight Customer Success solving and how is that benefiting you?** quick insights to understand how my clients are doing ### 40. Great tool for CS **Rating:** 4.5/5.0 stars **Reviewed by:** Amanda M. | Onboarding Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2023 **What do you like best about Gainsight Customer Success?** The AI features are great. They recently launched meeting notes and it has saved me a lot of time post-client calls. The reports are pretty insightful as well and help me quickly see when certain accounts need more attention. I like that we also have a CSM who helps us learn more about the platform. **What do you dislike about Gainsight Customer Success?** I wish there was more documentation about the platform or videos that show more examples of how the software can be used. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We used to review accounts manually every other week and it was hard to get all the right insights in one place. This has helped me get a better view of which accounts need more of my attention and reminds me to reach out to accounts that I haven't spoken to in a while. I helps me stay proactive rather than reactive. ### 41. The ultimate side kick for a Customer Success Manager **Rating:** 4.5/5.0 stars **Reviewed by:** Andrew A. | Enterprise (> 1000 emp.) **Reviewed Date:** December 13, 2023 **What do you like best about Gainsight Customer Success?** This is my first time using Gainsight and thoroughly enjoy the views it provides to end users. The Cockpit is a great one stop show for activities that need your attention and the dashboard is excellent for providing a birds eye view of your portfolio. It is easy to navigate and keeps you in check (i.e. reminders on last customer contact) so you can keep your past on the path to success. **What do you dislike about Gainsight Customer Success?** Nothing obvious comes to mind currently. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Helped me gain both a high level and detailed view of my portfolio keeping me in check around upcoming renewals or changes on the account(s). ### 42. Gainsight - A Must-Have for Every CS Org! **Rating:** 5.0/5.0 stars **Reviewed by:** Hope I. | Senior Manager, Customer Success, Enterprise (> 1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about Gainsight Customer Success?** Gainsight CS is enhancing our ability to gain insights into customers overall health. It is a one-stop-shop for our CSMs and allows us the ability to facilitate more scalability. Additionally, it provides valuable metrics and health data for multiple products a customer may have and interactions with other departments, proving extremely beneficial. The data that it provides our CSMs and Leadership teams are enabling us to be more proactive in our outreach and dynamic in our engagement models. **What do you dislike about Gainsight Customer Success?** At this point, there is nothing that I dislike. I would mention that we have had a few hurdles with Renewals Center; it is now working for us but some of the syncing between RC and Salesforce is limiting. Though many of our other problems with RC is bad data from our Salesforce, it took more time to get buy ins, as we have had some hiccups due to sync issues which has caused some distrust with the CSMs that need to update renewal forecasts. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS is allowing us more visibility into the customer's overall account health. We are then able to utilize this data to make more informed decisions about the customers. It allows us to create proper journeys, escalate problems, and just helps create that clear picture of all things that impact the overall customer health. We needed to find a way to scale differently than what we had been doing; with the data we are now able to have the CSMs engage with their customers in a more dynamic way, leaning in when more attention is needed and pulling back to lighter touches when maturity and health are moving in the right direction. ### 43. Great availability to teams of people **Rating:** 5.0/5.0 stars **Reviewed by:** Justin R. | Enterprise (> 1000 emp.) **Reviewed Date:** September 06, 2023 **What do you like best about Gainsight Customer Success?** Our purchase of Gainsight not only gave us a great Customer Success platform it also gave us a team of resources to help us solution to our needs. From professional services that helped us perform a CRM to CRM migration, to consulting services to help us think more deeply about our customer success offerings, to development assistance on more complex technical needs. Dozens of people in community, or directly from Gainsight, have joined us along our own journey. **What do you dislike about Gainsight Customer Success?** The cost of the platform is purchased at a premium. We'd like to get Gainsight in the hands of more cross functional teams. The extra cost to make Gainsight more accessible keeps the platform among our core user base. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We have information about our customers in multiple platforms. Gainsight is being configured to act as a single source of truth by consolidating customer insights into a single location; and we continue to expand those insights as we develop the platform. One of our favorite features is the Customer Journey widget which visualizes interactions and updates about a customer across a timeline. All together creates a more complete customer record. ### 44. Customer Experience Team Must Have! **Rating:** 5.0/5.0 stars **Reviewed by:** Jaime-Lynn S. | Director Global Client Success, Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2023 **What do you like best about Gainsight Customer Success?** Since implementing Gainsight, our CX organization has really benefited from the Customer 360 view showcasing relevant customer information in an easily digestable format. This has helped our customer success managers make informed decisions around the health and sustainability of our customers, leading to more impactful engagements. **What do you dislike about Gainsight Customer Success?** Without a dedicated system admin, you could find yourself consistenly going in circles trying to figure out how to leverage and iterate on the tool. There is value in the training offerings by GS, but with the current economic climate you could find yourself struggling to see the full value if you don't have a dedicated resource within your company. Moral of the story, invest in a dedicate and certified system admin! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is solving by allowing the CX organization to have an impactful tool to document and leverage for customer engagements, that integrates with SFDC and provides cross-functional partners insight into customer health, advocacy and retention efforts. ### 45. Great way to track customers! **Rating:** 5.0/5.0 stars **Reviewed by:** Paul D. | Enterprise (> 1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about Gainsight Customer Success?** The ease of use and ability to modify things for specific business cases. Our customers are very high-touch, so having a platform that can help us track adoption metrics (easily) is critical. Very feature-rich and allows us to track historically our customer's progress. **What do you dislike about Gainsight Customer Success?** Nothing yet. I have found it to be the best platform for our Customer Success purposes thus far! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS allows us to track metrics around adoption and usage relative to our product. Having a one-stop shop for all customer notes, metrics, and CTAs really helps us stay organied and on top of the needs of the customer. ### 46. Gainsight, great place to see your Book of Business **Rating:** 4.0/5.0 stars **Reviewed by:** Tiffany A. | Enterprise (> 1000 emp.) **Reviewed Date:** October 30, 2023 **What do you like best about Gainsight Customer Success?** I like how actionable data from gainsight is. Example: I can look at my book of business and see which people I need to contract to help their business grow. Is what they are currently doing working for them? I can review data and make my recommendations based on what I see. **What do you dislike about Gainsight Customer Success?** Sometimes pulling data takes a lot of time or it can be confusing where I need to go to look for the information I need. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight lets me know when a promotion is expiring so I can reach back out to the partner to see if they would like to continue with whatever current promotion is running or if I see that the redemptions are low, I can make other recommendations. ### 47. A Strong Foundation with Potential to be Amazing **Rating:** 3.5/5.0 stars **Reviewed by:** Brandon B. | Sr Lead Business Systems Solutions Analys, Enterprise (> 1000 emp.) **Reviewed Date:** September 05, 2023 **What do you like best about Gainsight Customer Success?** The Gainsight NXT experience is seemlessly tied into our Enterprise SalesForce instance which allows fow our users to easily move back and forth between their two main work applications. We have leveraged Gainsight to pull in data from a significant number of downstream data locations to create a 10,000 foot view of each customer in our CS user's base. In doing this, we have been able to remove over 18 existing swivel chairs and able to further use these data streams to build strong, proactive Call to Actions that have not only driven an increase in NPS and Customer Health Score, but moved the needle on a number of strategic and high visibility Marketing campaigns. Overall, the ability to provide at a glance decision making for our customer base has been a significant win as we moved into the Customer Success model and Gainsight has been a great asset in attaining that goal. **What do you dislike about Gainsight Customer Success?** While generally speaking, Gainsight has been a tremendous asset to us, there is still some room for improvement when it comes to reporting, APIs, and the ability for users to provide updates to data as its represented on the C360. **What problems is Gainsight Customer Success solving and how is that benefiting you?** The ability to see customer at-a-glance with data originating from over 18 data sources updated daily. We have also built a hand in hand correlation between our marketing team, Salesforce, and Gainsight's Call to Actions for Revenue growth. ### 48. Gainsight CS: A Comprehensive Review **Rating:** 5.0/5.0 stars **Reviewed by:** Abhijeet A. | Customer Success Guide, Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Gainsight Customer Success?** Gainsight works for me as a Single source of truth by showing me all the customer data at one place so I am already aware of my funnel thus ensuring Customer Success. Also, the automated UI reduces a lot of tedious tasks for me. The best part is the reporting capabilities that Gainsight has and it helps me keep track of my KPIs. **What do you dislike about Gainsight Customer Success?** Sometimes it's hard for me to explore all the features present and this can get overwhelming **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight works as my Single source of Truth and gives a larger perspective into my data. By having all the data at hand, and with the reporting features, I am able to stay on top of my customers retention and customer success. ### 49. GainsightNXT - Game Changer, For all Users **Rating:** 5.0/5.0 stars **Reviewed by:** Sagan S. | Customer Operations Engineer II, Enterprise (> 1000 emp.) **Reviewed Date:** January 21, 2020 **What do you like best about Gainsight Customer Success?** What I like best about GainsightNXT is the Horizon Rules Engine! My workflow is simplified with Hoirzon Rules Engine, allowing me to preview sample data after a merge, transform, pivot, union, etc., without waiting for the rule to run. In addition, it allows us to import data directly from our Snowflake Connector, removing the need to create an object or Data Design first. **What do you dislike about Gainsight Customer Success?** Much of the system has improved over the years, and when GainsightNXT was released issues I once had were resolved. As Gainsight migrates the rest of the features to Horizon, I can only it see it getting better! However, my dislike about GainsightNXT is that we are not able to merge Types [Call to Action, Timeline] ourselves. Those two sections often get out of hand in the early stages of the instance, and it's impossible to clean them up and streamline them later without contacting Support. **Recommendations to others considering Gainsight Customer Success:** For those that are looking to switch to Gainsight, don't hesitate to ask your Gainsight representative questions and ask for demos of features. Or speak with others users that are similar to you for their feedback. Gainsight is very open and willing to go that extra mile to help their customers. **What problems is Gainsight Customer Success solving and how is that benefiting you?** One of the biggest problems GainsightNXT solved for us, was the ability to connect to a secondary Salesforce instance. Prior to having that ability, we had to have individual Snowflake tables created for us - and then do the merges and transformations on our side [for various reasons]. Due to circumstances, only select fields within various objects were provided, and as we continued and requested additional fields, the bottleneck got worse and worse. The day the ability to connect a secondary Salesforce to our instance was pushed out, we got the approval to move forward with the connection! It changed everything for us. Having the direct connection we were able to bring in more information, on a more frequent schedule, and provide faster turnaround times for our CS Department; this of course led to being able to communicate and get in front of possible issues with those customers faster. Consequentiality, because CSOps was able to integrate the other Salesforce data quickly, other departments started to inquire about automation work we could do for them. Proving even more the value of a secondary CRM tool in the organization. ### 50. Great tool to streamline CSM Processes! **Rating:** 4.5/5.0 stars **Reviewed by:** Vanessa R. | Client Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about Gainsight Customer Success?** I love how much easier it is to prepare for meetings and log updates to timelines, risks, CTAs, and success plans. I also love how much support I receive from my partners on the Gainsight side. They are awesome and I could not be as successful in implementing this system with my team without them. **What do you dislike about Gainsight Customer Success?** The backend of the system is getting easier the longer I work in it, but keeping up with all the rules that are running and making sure they are optimized is a bit above my knowledge level. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Knowledge transfer across CSMs has been difficult over the years. Gainsight is helping to centralize all of the most important data pieces to provide a more consistent client experience. We've also increased the number of clients engaging with us by 200% this year over last, by utilizing customer journeys. ## Gainsight Customer Success Discussions - [Is there a way I can have my checked off CTAs in cockpit disappear immediately?](https://www.g2.com/discussions/52149-is-there-a-way-i-can-have-my-checked-off-ctas-in-cockpit-disappear-immediately) - 1 comment, 1 upvote - [How do I make email chains more reusable and not have to constantly build out outreach programs?](https://www.g2.com/discussions/39327-how-do-i-make-email-chains-more-reusable-and-not-have-to-constantly-build-out-outreach-programs) - 1 comment, 1 upvote - [How do we import notes from our previous history of customer data into gainsites newsfeed](https://www.g2.com/discussions/how-do-we-import-notes-from-our-previous-history-of-customer-data-into-gainsites-newsfeed) - 2 comments, 1 upvote - [What are the most efficient and effective ways of using GS?](https://www.g2.com/discussions/what-are-the-most-efficient-and-effective-ways-of-using-gs) - 1 comment, 1 upvote - [How do you suggest we go about ensuring different groups in the organization collaborate effectively](https://www.g2.com/discussions/how-do-you-suggest-we-go-about-ensuring-different-groups-in-the-organization-collaborate-effectively) - 1 comment, 1 upvote - [View Gainsight Customer Success pricing details and edition comparison](https://www.g2.com/products/gainsight-customer-success/reviews?page=8&open_modal_url=%2Fproducts%2Fgainsight-customer-success%2Fwishlists%3Fhost_path%3D%252Fproducts%252Fgainsight-customer-success%252Freviews%253Fpage%253D8&open_modal_url=%25252Fproducts%25252Fgainsight-customer-success%25252Fwishlists%25253Fhost_path%25253D%2525252Fproducts%2525252Fgainsight-customer-success%2525252Freviews%2525253Fpage%2525253D8&source=sticky_header_pin&source=pdp_avatar§ion=pricing&secure%5Bexpires_at%5D=2026-07-10+03%3A53%3A18+-0500&secure%5Bsession_id%5D=5be553f0-4b61-47cc-baf0-7258c4cea38d&secure%5Btoken%5D=7ef6386443337cca1bd1962b6c2da8868008d47eacd3b1d54dc9deff76cf4ebb&format=llm_user) ## Gainsight Customer Success Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Amazon Redshift](https://www.g2.com/products/amazon-redshift/reviews) - [Azure DevOps Labs](https://www.g2.com/products/azure-devops-labs/reviews) - [Clari](https://www.g2.com/products/clari/reviews) - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews) - [Databricks](https://www.g2.com/products/databricks/reviews) - [Fin](https://www.g2.com/products/fin/reviews) - [Gong](https://www.g2.com/products/gong/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Matik](https://www.g2.com/products/matik/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [Productboard](https://www.g2.com/products/productboard/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [UserVoice](https://www.g2.com/products/uservoice/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Gainsight Customer Success Features **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys **Sales Team** - Flexible Sales Process - Playbooks **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score - Customer Effort Score (CES) - Gamification **Platform** - Health Score - Customer Profiles - Notifications **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **Intelligence** - Opportunity Identification - Zero-touch Renewals - Smart Content **Customization** - Stakeholder Management - Multilanguage Support - Multiple Branding Support - Vertical-specific Solutions **Predictions** - Service Quality Assurance - Analytics - Revenue Impact - Artificial Intelligence - Sentiment - Retention **Platform** - Reporting & Dashboards - API & Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management **Mapping** - Multiple Org Charts - Stakeholder Roles **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance ## Top Gainsight Customer Success Alternatives - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - 4.7/5.0 (1,589 reviews) - [Totango](https://www.g2.com/products/totango/reviews) - 4.3/5.0 (1,140 reviews) - [Custify](https://www.g2.com/products/custify/reviews) - 4.7/5.0 (504 reviews)