Gainsight Customer Success Reviews & Product Details

Some of the things I like most about Gainsight is the breadth of functionality. It helps us centralize our customer data for our Customer Success Management teams. In addition, there is an ability to highly customize the set up of your environment. We can write rules based on specific actions unique to our organization, we can created connected actions from rules, to JO programs, to reports and dashboards, and back again. Similar to many other organizations, our data does not just live in one source so we take advantage of it's ability to connect to other sources, primarily through API calls but Amozon S3 and even csv when needed. Review collected by and hosted on G2.com.

Since Gainsight can do so much and be very customizable there is a pretty steep learning curve and it is vital to have an Admin who understands the "gotchas" of the system. Even though there are soooo many features available not all of them are best in class and you need to purchase additional applications or release a 'good enough' version. Some areas I would like to see improvements is in the survey designs, success snapshots, and shared success plans with customers externally. Review collected by and hosted on G2.com.

I work in renewal and sales, and Gainsight offers many benefits:

I use Gainsight on regular basis

It can be used easily without a much training and

Role-specific dashboard: Provides tailored insights.

Renewal tracking: Keeps me aware of upcoming renewals.

Integration with Salesforce and GTM analytics: Offers detailed information on opportunities and their status, It can be easily implemented without a much training.

Account health reports: Helps focus on accounts needing immediate attention.

Call to action tab: Prioritizes customers with specific needs, guiding sales motions.

Non-payment tracking: Reduces revenue loss.

following with many other benefits hard to describe with the limitation here Review collected by and hosted on G2.com.

Nothing as of now as it has been improving regularly Review collected by and hosted on G2.com.

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.

I enjoy leveraging Gainsight during my day to day duties because I can see everything from a high-level perspective within the dashboard. Also, I can drill down into the granular level account detail to review active licenses, account detail, contact info, etc. The ease of use within the product makes it a one-stop shop for account details. Review collected by and hosted on G2.com.

Sometimes the widgets or the screens do not update quickly which makes it harder to review exactly what was completed and what wasn't. 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.