Gainsight Customer Success Reviews & Product Details

I have been working on GS NXT since 3 years and I can say it is a great tool when it comes to delivering the values of Customer Success when tailored according to the Business needs. The office hours have helped me to a great extent and I appreciate GS for hosting these sessions. The Gainsight Known Issues Tracker (KIT) is another place to check for issues that a lot of customers are facing which will make the lives of admins easy. Review collected by and hosted on G2.com.

I haven't seen any issues so far, the support team is kind enough to help us out with letting us know if the issue that I've reported is on the Road map and provide ETA (if this info is available). Review collected by and hosted on G2.com.

At our company, Gainsight CS is a huge part of how our Customer Success team manages their book of business, tracks customer health, and stays proactive with engagement. But outside of that traditional CSM activity, I’ve personally used Gainsight to build out the foundation of our Digital Engagement strategy and Contact Hygiene initiatives.

On the Digital side, Gainsight helps us automate usage-based engagements, making sure customers get the right resources at the right time based on how they’re actually using our product. This has been key in scaling Customer Success beyond just 1:1 interactions and helping customers become more self-sufficient.

For Contact Hygiene, Gainsight makes it way easier to keep our customer data clean and up to date. That might not sound exciting, but it’s critical—if our data is messy, our outreach isn’t effective. Keeping accurate records means we’re reaching the right people with the right messaging, which makes everything we do more impactful.

Overall, Gainsight has been a game-changer in how we approach Digital CS, and we’re continuing to expand how we use it to drive automation and efficiency. Review collected by and hosted on G2.com.

Appending data rather than overwriting data can be a difficult process - would like to see this feature built out more! Review collected by and hosted on G2.com.

I have been using Gainsight CS (both SFDC and NXT versions) as end user for a couple of years and as administrator for 5 years, on a daily basis.

I find invaluable its capability to give a broad, extensive and complete overview of the customer base status and health.

The UI is clear, easy to understand and use. Automations on the active/proactive side are the best way to keep the team informed and ready to act in case of risk or opportunity spotting.

As administrator, I've been able to tailor Gainsight CS to many stakeholder needs, from C-levels to CSMs, Sales, Support agents, Professional services, Partner managers, etc.

Everyone benefits from one or more parts of it, often collaborating on the same items (ie. Success Plans) and has a wide overview on the full customer base.

On the admin side, it has a certain level of complexity that helps to customize it for almost all the needs your company may have, but it's never too complicated to manage.

I've successfully integrated data from other CRMs and company platforms, both natively using OOTB connectors and with some custom solutions. (ie. Zendesk, Jira, Canny, etc)

The support team has often been helpful is solving issues promptly. Review collected by and hosted on G2.com.

You can't have the most out of it if you don't have a dedicated and well trained GS Administrator.

You can still use it, but you'd lose a big part of its power and features.

It would be better if it had a more customizable UI, to better highlight some extra specific fields. Review collected by and hosted on G2.com.

Gainsight is a comprehensive that my team is using to help manage our customer lifecycle daily. The best features that I use daily are the dashboards and CTA Cockpit where I can get a clear workflow of actions and attention needed for my clients. From these entry points I can dive into specific success paths with milestone tracking, activity tracking, and risk management. Gainsight makes visibility of customer health and engagement easy and accessible. I can tag in colleagues and see their progress on requests and easily engage my customer along the way. Review collected by and hosted on G2.com.

The least helpful thing about Gainsight right now is the lack of maturity/adoption at my place of business. We still have different teams using disparate systems and so sometimes things that I expect to be in Gainsight still have to jump back to Salesforce or other software in use around the business. Review collected by and hosted on G2.com.

What I love most about Gainsight is the ability to keep track of every single interaction you have with an account or about an account. I like that there are different dashboards to view various forms of data. I think it is a fantastic tool to organize your accounts, I can't imagine a better method. As a CSM with over 1400 accounts, the integration of account summaries using AI in Gainsight has been a HUGE help in getting caught up to speed quickly. Review collected by and hosted on G2.com.

It is not necessarily that I dislike these things. However, just ways to improve. Most CSMs have at most 50 accounts. However, for my team, we 1000s of accounts each. This makes it difficult for us to see certain data, specifically, the email reporting dashboard. With the ERD, only email data shows up if an email was sent through creating a CTA. As you can imagine, creating a CTA for every time you send an email to a customer can become pretty time consuming. Finding a solution for CSMs with a large number of accounts is the only suggestion I have right now as it does limit some of our abilities to see certain data. Review collected by and hosted on G2.com.

As an individual contributor, it makes it easy to see all of the relevant information I need about the customer, account and account history in one single place Review collected by and hosted on G2.com.

I wish it was easier to create dashboard myself, instead I have to rely on our Gainsight admin in order to do this. Review collected by and hosted on G2.com.

What i like the most its ability to provide a comprehensive view of customer , such as PnL and overall devices data.

Gainsight Customer Success have a very good integration with other systems also UI is user-friendly and Giude ME button it' really helpfull. Review collected by and hosted on G2.com.

Based on my experience, even though it's not directly related to Gainsight, the correct customer mapping and adding or removing customers don't seem to work as expected. Additionally, logging timelines with Outlook integration isn't straightforward when associating the timeline with the correct contract, as the dropdown list shows many entries for a single customer. Review collected by and hosted on G2.com.

I appreciate the ability to customize dashboards in order to analyze customer data and how integrated the platform is with our other systems. Very easy to log emails and to view colleague interactions with shared customers. I use Gainsight on a daily basis for logging customer communications. Review collected by and hosted on G2.com.

There is an initial steep learning curve for customizing your filters, etc. on your dashboards, however, the Customer Support is excellent and helps bridge any gaps in knowledge. Review collected by and hosted on G2.com.

I took on our case study process unexpectedly last year, and was absolutely thrilled to get access to GS having seen it in action before. From a visibility standpoint, the tool is super easy to use and provides me a ton of insight into a user's account in just a few seconds. I'm able to pull up specific information I never had access to before. From my position still working on customer testimonials, it's vital to understanding our users, their needs, and what they love about our product. Review collected by and hosted on G2.com.

I can't think of anything, honestly. I've had a great experience with GS. Review collected by and hosted on G2.com.

Gainsight has become the heart of our insight generation, serving the broader organization effectively. It is truly the backbone of our Customer Success (CS) organization and is increasingly integral to our business as a whole.

We particularly appreciate the data manipulation and transformation capabilities (data designer and rules engine), which make insight generation highly accessible, provided one has a good grasp of data architecture and manipulation. The ability to feed these insights to various teams and systems through the connector ecosystem is decent, though it could be improved. While in theory, nothing seems impossible, the practical application often tells a different story.

We also value the journey orchestration capabilities, especially with CSM impersonation. The introduction of Dynamic Journey Orchestrator (JO) has made it much more flexible to use, thanks to the new branching capabilities. This allows us to build smarter, all-in-one programs instead of nesting programs as we had to do in the past. This has been integral to scaling our customer success organization and maximizing coverage.

Additionally, the very active community (both official and unofficial) is a significant advantage compared to other tools. It makes it easy for all admins to find practical help on issues that aren't necessarily within the scope of Product Support. Review collected by and hosted on G2.com.

There is a growing lack of feature parity and consistency across platform features such as cockpit and timeline sync, calculated fields, filters, behavior, and API. This inconsistency, coupled with what seems to be a growing disregard from the organization towards addressing fundamental issues, is concerning. Often, translating a business process into a Gainsight solution feels like it exclusively involves workarounds, and that isn't sustainable.

Additionally, arbitrary and undocumented changes frequently disrupt workflows and processes, with little to no apologies. The repeated suggestion to "clone and remap" as a solution to many issues is frustrating.

There is an excessive focus on AI at the expense of addressing basic features, parity issues, and stability problems that, if resolved, would significantly improve the platform. The admin community has been requesting these basic improvements for years, yet we are repeatedly told that "AI will solve this." While AI might eventually address these issues, when is it? It is also questionable whether it can do so effectively if the foundational elements are unstable. We're yet to see AI for admins.

Is it normal to have to work around the system to make it function? The emphasis on AI feels like ignoring the real elephant in the room: the limitations and inconsistencies of this platform, which in turn could raise concerns about the platform's long-term viability. Review collected by and hosted on G2.com.