--- title: Gainsight Customer Success Reviews meta_title: 'Gainsight Customer Success Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1756 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: 1756 scale: '5' date_modified: '2026-08-13' 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:** 1,756 ## 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 appreciate the **ease of use** of Gainsight, praising its organization and comprehensive account tracking features. (96 reviews) - Users value the **centralized information** in Gainsight, which helps them efficiently track account interactions and generate insights. (53 reviews) - Users value the **visibility** Gainsight provides through a unified dashboard, enhancing organization and customer engagement effortlessly. (51 reviews) - Users value the **intuitive customer support** of Gainsight, enhancing productivity and proactive engagement for their teams. (38 reviews) - Users value the **intuitive interface** of Gainsight Customer Success for its ease of navigation and clear data visibility. (37 reviews) - Health Scoring (36 reviews) - Dashboards (34 reviews) - Users value the **data centralization** in Gainsight, allowing easy access to customer insights and streamlined account management. (34 reviews) - Users value the **health monitoring capabilities** of Gainsight, enhancing visibility and proactive management of customer success. (33 reviews) - Helpful (32 reviews) **What users dislike:** - Users find Gainsight Customer Success **not intuitive** , requiring formal training and having a clunky interface that complicates user experience. (24 reviews) - Users note the **lack of custom reporting features** limits detailed data analysis and overall functionality of Gainsight. (22 reviews) - Users highlight the **steep learning curve** for customizing dashboards, requiring significant technical skills for effective use. (20 reviews) - Users find it challenging due to **limited customization** options in Gainsight, leading to a less user-friendly experience. (17 reviews) - Users find Gainsight Customer Success to have a **complexity that can overwhelm** and slow down productivity at times. (15 reviews) - Expertise Required (15 reviews) - Users note that Gainsight Customer Success requires **significant improvement in implementation** and setup for better usability. (15 reviews) - Slow Loading (15 reviews) - Users experience a **steep learning curve** with Gainsight, making initial setup and mastery challenging. (14 reviews) - Slow Performance (14 reviews) ## Gainsight Customer Success Reviews ### 1. Great product, adoption challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Elizabeth C. | Senior Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2026 **What do you like best about Gainsight Customer Success?** Everyone we engaged with at Gainsight was phenomenal, which made the renewal conversations easy. We also saw a big benefit from the survey tooling and the health score. The surveys enabled more targeted outreach, with a very customizable, easy-to-navigate setup. The health score was also a great way to get a weekly pulse on customers, using both automated and manual measures to help ensure accurate reporting. **What do you dislike about Gainsight Customer Success?** Adoption of the tool was a pain point for our team. Our CSMs felt it was just another tool and another place to log things, rather than an innovative help. Without an engaged leader to scale use cases, broader adoption proved challenging. One specific issue with the system itself was the success plan visualizations. Even with engagement from the Gainsight team, we were never able to use that functionality to its fullest. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight served as our single source of truth for customer data and as a way to scale our operations. Gainsight’s playbooks, cockpit, health score, and timeline helped our CSMs stay up to date on the latest with their customers, while also enabling automated triggers that flagged at-risk accounts and provided prescriptive paths to address them. ### 2. Strong Upgrade for Our CS Team with Great Support, but a Technical Learning Curve **Rating:** 4.0/5.0 stars **Reviewed by:** Lauren N. | Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2026 **What do you like best about Gainsight Customer Success?** We switched to Gainsight from another CSP platform and have really loved the flexibility and visibility it provides. One of the biggest advantages has been the ability to drill down into customer relationships and create highly customized reporting that fits our business needs. The out-of-the-box automation and integration capabilities have also helped us streamline a lot of manual processes. Adoption from our CSM team has been much easier than expected because the platform is intuitive for day-to-day use. We’ve also been able to provide strong visibility to non-users across the business, which has improved alignment and reporting outside of Customer Success. Another standout has been the support experience. Having a dedicated resource has been incredibly valuable, and the support team is consistently fast and responsive whenever issues or questions come up. **What do you dislike about Gainsight Customer Success?** Gainsight can feel very technical to maintain behind the scenes, especially when building advanced reports, rules, or automations. Having a data or systems background is definitely helpful for admins managing the platform. The onboarding process also felt a little disconnected at times. Because the initial build of the platform is so technical, it was difficult to fully understand best practices until after the initial implementation was complete. We ended up rebuilding and refining a lot of our setup later with our dedicated resource to better align with recommended processes and long-term scalability. Having more technical guidance and strategic best-practice support during onboarding would have made implementation much smoother. I’d also love to see more prebuilt dashboards, reports, and templates available out of the box to help reduce setup time and make onboarding easier for newer teams that are just getting started with the platform. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight has helped us get better visibility into our customers, relationships, risks, and overall account health all in one place. It’s made it easier for our CSMs to stay organized, spot issues earlier, and spend less time manually pulling data together. The reporting and dashboards have also helped give leadership and other teams better visibility into what’s happening with customers without needing direct access to multiple systems. Overall, it’s helped us create more consistent processes, improve team adoption, and scale our CS operations more efficiently. ### 3. Solid Platform with Good Functionality **Rating:** 4.0/5.0 stars **Reviewed by:** Tim W. | Associate Director Customer Success, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2023 **What do you like best about Gainsight Customer Success?** I like the opportunity to provide a transparent experience for my CSMs and leadership within my Organization. We have been able to move from a highly subjective approach to measuring customer health to being able to drill into the numerous data elements that ultimately define our customer's true health. The solutions offer us flexibility based on our business model. Our CSM Todd has played a pivotal role in our ongoing growth and success of using Gainsight. He consistently offers guidance, as well as bringing others into the conversation when needed or requested. **What do you dislike about Gainsight Customer Success?** I would have preferred a better onboarding experience. I felt the team lacked knowledge and the ability to articulate best practices. I would like to see the reporting piece be a bit more intuitive and easier to use. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is able to aggregate data from several independent sources into a single location for a more comprehensive view of our customer base By having this data in a single location our CSMs have a better platform to share all the aspects of the client health with Account Executives as well as Senior Leadership. ### 4. Great solution but not very turn key **Rating:** 3.5/5.0 stars **Reviewed by:** Corene L. | Manager Client Relations **Reviewed Date:** May 27, 2026 **What do you like best about Gainsight Customer Success?** The dashboards, reporting capability, playbooks and success plans are all great, but we were expecting something that was a bit more TurnKey. What we got was a lot of build from scratch. We had a wonderful implementation engineer who did the best he could, but our project manager was not as helpful. We were coming into this green with no experience and we were looking for guidance and best practices and unfortunately we did not get that. We are finally feeling like we are getting to a good place with the implementation, but this took a lot longer than we were expecting. **What do you dislike about Gainsight Customer Success?** Please see above. As stated, does not come with out of the box. Easy to implement templates which is what those of us knewer to csps are really looking for. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Biggest concern was identifying and dealing with renewal risks along with understanding the organization. So we've implemented renewal risk playbooks and ctas and we are rolling out. Why do usage of people maps across all of our clients. ### 5. Great Community Tool with Smart Features and Awesome Support **Rating:** 4.0/5.0 stars **Reviewed by:** Kevin J. **Reviewed Date:** May 27, 2026 **What do you like best about Gainsight Customer Success?** What I really like about Gainsight is how it keeps bringing in new features that actually make a difference. The search analytics dashboard has been a major plus for us—it lets us see what our users actually care about, so my team can focus on creating content that matters. I also appreciate the AI moderation tools, which help flag inappropriate or irrelevant posts without adding extra workload on me. As someone who juggles a lot, I value tools that make things simpler, and the Gainsight platform delivers on that. Their customer support team has been a solid partner as well. Bobby has been super responsive in helping me with random questions, big or small, and I’ve always felt like I had the resources I needed, whether it was advice on community setup or input on product updates. Plus, Gainsight's flexibility, like being able to segment users or adjust widget visibility, has made organizing and scaling our community tools pretty intuitive. It’s clear they listen to feedback and keep improving the experience. **What do you dislike about Gainsight Customer Success?** One challenge with Gainsight is the limit on admin licenses. For creating knowledge content, it would be helpful to have a more flexible option, like contributor licenses, so more team members can create articles without needing full admin access. Hopefully, this is something they’re considering as they expand permissions. Another area is around historical content updates. When rebranding or updating articles, there’s no bulk editing feature, so changes have to be made manually. While it’s manageable for smaller content libraries, adding a “find and replace” tool would save a lot of time for teams managing larger repositories **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping us improve customer self-service and engagement through our community platform. Tools like the search analytics dashboard guide us in creating relevant content, while AI moderation ensures a clean and welcoming environment without adding to our workload. The platform also helps centralize communication, making it easier for different teams to contribute and align. Overall, it’s helping us enhance customer experience, drive engagement, and reduce support case volume, which benefits both our customers and our team. ### 6. Powerful CS platform that centralizes customer health and drives proactive engagement **Rating:** 4.0/5.0 stars **Reviewed by:** Matthew S. | Trading Support Analyst, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2026 **What do you like best about Gainsight Customer Success?** Gainsight's 360-degree customer view and health scoring are standout features. The ability to consolidate data from multiple sources into a single customer timeline makes it easy for CSMs to stay on top of their accounts. Automated playbooks and calls-to-action help the team be proactive rather than reactive, and the reporting/ dashboards give leadership strong visibility into churn risk and expansion opportunities. **What do you dislike about Gainsight Customer Success?** The platform has a steep learning curve and can feel overwhelming for new users due to its breadth of features. Initial configuration and ongoing administration require significant time investment and often dedicated Gainsight admin resources. The UI, while improving, can sometimes feel complex, and some reporting workflows are less intuitive than expected. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps us consolidate customer data from CRM, support, and product usage into one place, eliminating the need for manual tracking in spreadsheets. It enables our CSMs to prioritize at-risk accounts using health scores and automated alerts, reducing churn. The playbook functionality ensures consistent, repeatable processes across the team, and executive dashboards provide leadership with real-time visibility into portfolio health. ### 7. Great Tool for Understanding Customers and Cutting Churn, But a Little Complicated **Rating:** 4.0/5.0 stars **Reviewed by:** Mel D. | Enterprise Partner Success Consultant **Reviewed Date:** May 22, 2026 **What do you like best about Gainsight Customer Success?** One of the best things about Gainsight is how it consolidates all our customer data and activities into one place, giving us a much clearer, holistic view of our clients. It eliminates the scattered processes we previously had, where we’d have to look at multiple systems to track onboarding, notes, and engagement. The visibility we now have into customer health through the health score and the ability to track key metrics like MRR and ARR have been really beneficial for managing risk and focusing on at-risk accounts. I also really appreciate the support team. There have been times when our setup got complex (like switching from Dynamics to Pipedrive!), but the team—especially Prachi—was fantastic at keeping us on track and guiding us through it all. While the system is quite powerful and takes time to learn, Gainsight's resources, like their university and community, along with hands-on guidance from our CSM, have been incredibly helpful in building confidence to get the most out of the platform. **What do you dislike about Gainsight Customer Success?** The biggest challenge with Gainsight is its complexity. While it’s a powerful tool, it has a steep learning curve, and sometimes it’s hard to know how to get started or what’s possible. The help articles explain what features can do but often lack practical examples for businesses like ours, which can make implementation feel a bit overwhelming. Additionally, there have been delays with integrations—like getting PX and CS working seamlessly—due to dependencies on internal projects or setup complexities. That said, the support from Gainsight’s team has been great, and they’ve helped us work through most of these roadblocks effectively. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping us reduce churn by identifying at-risk customers through health scores and engagement insights. It centralizes all customer data, making it easier to track activities, usage, and account health in one place. This visibility allows us to focus on the right accounts at the right time. It’s also helping streamline onboarding and customer management, enabling us to scale efficiently while maintaining a high level of service, which is critical for our growth goals. ### 8. Take Charge of Customer Success with Gainsight's Trusted Tools and Support **Rating:** 4.0/5.0 stars **Reviewed by:** Joe L. | Continuity Director, Broadcast Media, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2026 **What do you like best about Gainsight Customer Success?** Gainsight has really become the backbone for our customer success operations at OneSpan. One of the standout aspects is how it serves as a one-stop shop for tracking customer engagement, health scores, and at-risk accounts. The ability to use tools like CTAs, success plans have been a big help in making sure our team stays on top of everything. Plus, features like the AI follow-up for Teams and integration with tools like Salesforce really streamline our workflow and give us a clear picture of customer activity and priorities without jumping between systems. **What do you dislike about Gainsight Customer Success?** While Gainsight has been incredibly valuable, some aspects can feel more technical or less intuitive than expected. For example, setting up reports, dashboards, and rules can be a bit tricky compared to something like Salesforce. It takes time and effort to fully understand everything, which can be challenging without a dedicated admin role. Another area that could improve is customization for AI-driven features like the AI follow-up notes. The formatting isn't as polished as we'd like—it would be great if it had more configurable options for a cleaner, easier-to-read output. That said, Gainsight's support team has been helpful in guiding us through these challenges. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps us stay on top of renewals, track customer health, and manage risk accounts more proactively. It centralizes key data like customer usage and engagement, making it easier to prioritize activities and ensure nothing falls through the cracks. By automating processes like health score-triggered CTAs and creating dashboards for visibility, it’s improved efficiency and team accountability. This has been crucial in supporting retention efforts, reducing churn, and driving a stronger focus on customer success. ### 9. Great Tool for Understanding Customers, Managing Risks, and Keeping Teams on the Same Page **Rating:** 3.5/5.0 stars **Reviewed by:** Ryan C. | Manager Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2026 **What do you like best about Gainsight Customer Success?** What I like best about Gainsight is how it helps us make sense of a ton of customer data in one place. The integration with our other tools, like Hubspot and Zendesk, ensures we’re not wasting time jumping between systems, and it pulls in all the relevant customer interactions automatically. The health scoring and insights, especially through tools like Staircase, have been a game-changer. It's great for catching risks or upsell opportunities that might otherwise go unnoticed. Plus, the AI-driven summaries and sentiment analysis make it easier to stay on top of accounts without digging through emails or notes manually. The platform's customization and ability to automate workflows have been huge for our small team. It gives us the ability to focus on high-value tasks instead of tracking down updates or following up on routine items. The level of actionable insights it provides—from stakeholder alignment to renewal risks—is incredibly useful. Overall, Gainsight has made it easier to keep our internal teams aligned and proactive in managing customer relationships. **What do you dislike about Gainsight Customer Success?** One challenge with Gainsight is that it can take some time to fine-tune and configure the system to match our specific needs. While the customization options are powerful, it does require some upfront effort to set up workflows, health scores, and integrations exactly how we need them. This was especially noticeable as we had to align how our data flows in from Hubspot and Zendesk. Another area for improvement might be the AI summaries, which occasionally pull less relevant details into the summaries, making them less useful. However, Gainsight's flexibility and support team have helped us work through these minor issues effectively. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps us identify customer risks, track renewal opportunities, and streamline communication across teams. By integrating data from tools like Hubspot and Zendesk, it gives us a clear picture of customer health and engagement without the need for manual updates. This has made it easier to manage accounts efficiently, focus resources where they’re needed most, and ultimately improve customer retention. The automation and insights save time and keep our team aligned on priorities. ### 10. Flexible Rules Engine and Health Scorecards Power Proactive CS **Rating:** 3.5/5.0 stars **Reviewed by:** Callyn H. | Lead, CS Ops, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2026 **What do you like best about Gainsight Customer Success?** The flexibility of the rules engine makes it possible to design highly tailored automations and scale CS operations effectively. The health scorecards are also a big plus, since they let me combine multiple signals into a single, actionable view of each customer. I also appreciate the ability to centralise data from systems like Salesforce, which helps create a more complete picture of the customer. Overall, it provides a strong foundation for driving proactive CS motions instead of constantly reacting and firefighting. **What do you dislike about Gainsight Customer Success?** The UI can feel clunky and inconsistent, and navigating between modules isn’t always intuitive. Reporting limitations often force me to rely on workarounds to get usable insights (e.g., ARR roll-ups and scorecard visibility issues). There’s also a high dependency on support for backend changes (e.g., field mappings and system settings), which slows down iteration. The data model can get messy quickly, with duplicate records, dependency conflicts, and overly complex relationships. Overall, it requires strong governance—without it, logic, rules, and data quality become difficult to manage and maintain over time. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Net benefit to me: It helps me design and operationalise scalable CS processes, strengthen data-driven decision-making, and build a more proactive, structured approach to managing the customer lifecycle end to end. ### 11. Responsive Support and Helpful Integrations, with a Learning Curve **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2026 **What do you like best about Gainsight Customer Success?** I really appreciate the support we’ve received from Gainsight. Whenever we’ve run into challenges or needed help enabling specific functionality, their team has been consistently responsive and supportive—even as a smaller customer—through their rotating CSM model. The integrations with GONG, Zendesk, and Salesforce have also been very helpful, since they allow us to maintain a single source of truth. **What do you dislike about Gainsight Customer Success?** There’s definitely a learning curve, and it took our admin time to get fully up to speed. We’ve also found the survey functionality somewhat limiting — for example, handling N/A responses alongside 1–5 scale questions. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We use Gainsight as our customer 360 platform, integrating support tickets, projects, customer history, BRs, surveys (NPS, CSAT, post-implementation), and executive updates into one place. It helps us track account health and manage customer engagement centrally. It’s been a useful tool, though we haven’t fully leveraged newer features like AI. The recent Salesforce-related security incident has also made us more cautious about enabling additional functionality. ### 12. Gainsight Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services **Reviewed Date:** July 14, 2026 **What do you like best about Gainsight Customer Success?** What I like best about Gainsight is how robust and adaptable it is, especially for managing complex data and creating essential scorecards or CTAs that are vital for our team. The ability to integrate data from multiple sources like Databricks and Salesforce into Gainsight has been a game changer for me. Despite the intricacies of my work, I always find that the platform provides the flexibility I need to set up detailed reports and make targeted adjustments to accommodate our requirements. Their Rules Engine, for example, has been essential in automating processes and populating metrics efficiently. **What do you dislike about Gainsight Customer Success?** One challenge with Gainsight is that some configurations, especially in the Data Designer and Rules Engine, can feel a bit complex or require multiple steps to get the result I need. For instance, creating certain merges or managing duplicates often takes extra effort, which can slow things down when working on tight timelines. It’s not impossible, though—it just takes more time to get familiar with the platform's nuances. Another area for improvement is the lack of flexibility to have multiple scorecards for the same account. While the existing scorecard system works well, it would be great if we could create separate scorecards for different use cases without affecting the overall metrics. But these are areas I see Gainsight addressing over time! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps me centralize and analyze complex datasets, automate processes like scoring and CTAs, and ensure accurate reporting with minimal manual effort. It’s been critical for creating health metrics, tracking integrations, and managing user and account data across systems like Databricks and Salesforce. By streamlining these workflows, Gainsight saves time, reduces errors, and provides valuable insights for my team, ultimately helping our company drive better customer engagement and operational efficiency. ### 13. We orchestrate our entire CS org out of Gainsight **Rating:** 4.0/5.0 stars **Reviewed by:** Meg K. | Customer Success Digital Orchestrator **Reviewed Date:** May 28, 2026 **What do you like best about Gainsight Customer Success?** Gainsight gives us the visibility and oversight to measure what our CSMs are doing and where our customers are at. It also allows us to automate activities for our long tail accounts using features like Rules Engine and Journey Orchestrator. **What do you dislike about Gainsight Customer Success?** We don’t have complete product telemetry available in Gainsight, so we are limited in what the platform can do for us. We also have a problem with some managers not enforcing team activity in the platform - to truly be successful with the tool, your leadership must be bought in and aligned. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Our primary focus with Gainsight right now is freeing up CSM time to spend on value-add customer activities. This means automating repetitive processes, building customer email journeys and support, and automatically surfacing moments that require human intervention to our team. ### 14. Gainsight’s Customization and Integrations Deliver Flexible Fit for Most Businesses **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** July 14, 2026 **What do you like best about Gainsight Customer Success?** While it can feel a bit clunky to set up and maintain, Gainsight’s customization and integrations make it flexible enough to fit the needs of most businesses, as long as the right operational and administrative support team is in place. **What do you dislike about Gainsight Customer Success?** Their move toward AI has felt a bit disjointed across Staircase, CS, and MCP, and we’ve also had some difficulty getting consistently accurate responses from their Support team. A few parts of the platform could benefit from a UI refresh, and administrator reporting still continues to lag behind. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Visibility into CSM actions and workflows has been a bit win. ### 15. Effective Tool for Customer Success with Solid Support but Some Areas to Improve **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** June 08, 2026 **What do you like best about Gainsight Customer Success?** What I like best about Gainsight is how well it helps us centralize and act on customer training and engagement data. The integration between their Customer Education (CE) and Customer Success (CS) platforms allows us to connect training data with engagement metrics, which is crucial for helping our customers adopt and benefit from our platform. The dashboards in Gainsight CS have also been super helpful for tracking user progress and understanding trends. While we still need some reconfiguring to use these tools to their fullest potential, it’s clear that the system can handle the depth and customization we need. Another major upside has been the support we’ve received from Gainsight’s team. Whether it's Courtney guiding us through CE insights or Desiree offering ideas to rearchitect our CS setup, their team truly feels invested in our success. Gainsight’s flexibility, paired with responsive customer support, has made it an essential tool for managing customer success and exploring ways to improve our approach, even as we scale and evolve our systems. **What do you dislike about Gainsight Customer Success?** One challenge we've faced with Gainsight is optimizing the integration between Gainsight CE and Gainsight CS. While there’s immense potential to connect data between the two, the current setup hasn’t been as smooth or automated as we’d like. We know the tools can work well together, but configuring them requires some effort and technical finesse. Another area where we’ve struggled is syncing data from other platforms like Zendesk or Snowflake. We’re still working on making Gainsight our central hub for unified customer and engagement data, but the process has been a bit slower than anticipated. These are things we’re optimistic about improving. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping us improve customer training and engagement by centralizing data and providing actionable insights. It allows us to track training completion, understand customer behavior, and align our strategies to drive better adoption of our platform. Additionally, its support for customer health scoring gives us the potential to be more proactive with our accounts. This clarity and organization make it easier for us to focus on delivering value and strengthening customer satisfaction. ### 16. Seamless Transition to Gainsight **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2026 **What do you like best about Gainsight Customer Success?** What I like most about Gainsight is how it ties seamlessly with Salesforce, which makes managing our customer success data so much easier. The ability to integrate data from multiple sources like Salesforce, Zendesk, and Snowflake has been a huge win for us. Gainsight’s scorecards have been especially helpful – being able to measure customer health with automated and manual inputs has given our leadership team clear visibility that we didn’t have before. The platform is flexible enough to handle the differences between our government and commercial segments, which has been essential for our operations. Their customer support and professional services have also made a big impact. Whether it was onboarding, resolving challenges during implementation, or setting up new connectors like ServiceNow, their team has always been responsive and collaborative. I’ve also appreciated how user-friendly Gainsight is, especially as a new admin trying to learn the ropes. It’s clear the platform was built with users in mind, which makes it a tool we feel confident using every day. **What do you dislike about Gainsight Customer Success?** One thing I’ve found a bit challenging with Gainsight is navigating some of the more technical aspects, like setting up rules or troubleshooting CSV uploads during data ingestion. While the platform is user-friendly overall, there are times where I’ve had to rely heavily on Gainsight support or their technical team to figure things out, especially as someone still learning the system. Additionally, certain features, like the new real-time rules, feel a bit limited in scope right now. It’d be great if these could expand to include more trigger options like activities. That said, Gainsight’s team seems open to feedback and continuous improvement, which is reassuring. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping us centralize customer health data, improve visibility into customer engagement, and streamline processes like tracking support tickets and customer sentiment. By integrating with Salesforce and other platforms, it’s made reporting and managing customer success much more efficient. The health scorecards, in particular, provide clear insights for our leadership team to address potential risks early. Overall, it’s helping us drive better retention, improve account health visibility, and set up scalable processes for our growing team. ### 17. All-in-One Platform for Proactive Customer Success and Smoother Workflows **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Human Resources **Reviewed Date:** May 23, 2026 **What do you like best about Gainsight Customer Success?** What I like most about Gainsight is how it brings everything we need together in a single platform. Before Gainsight, we were constantly switching between different systems and spreadsheets, which was inefficient and often led to errors. Now our CS team can access essential customer data, adoption metrics, NPS scores, and more all in one place. This has noticeably improved our ability to monitor customer health, spot risks early, and stay proactive. The breadth of features—such as C360 views, success plans, and playbooks—has also been very helpful for streamlining workflows and supporting more data-backed decisions. Another major highlight is Gainsight’s customer support and engagement. Surendra, our CSM, and the broader team are consistently accessible and willing to collaborate to find solutions for our specific use cases. On top of that, integrations with systems like Hubspot and Jira, along with ingesting data via S3 buckets, help us maintain a unified ecosystem without overcomplicating our setup. Overall, Gainsight has quickly become an invaluable tool for improving efficiency and driving better outcomes across our CS processes. **What do you dislike about Gainsight Customer Success?** One challenge we’ve run into with Gainsight is the lack of granular access controls, particularly around CTAs. Right now, we can’t easily restrict who is allowed to edit or approve certain changes, which makes it more difficult to maintain a truly airtight process for things like discount approvals. Because of this, we’ve had to rely on offline workflows as a workaround. More broadly, while Gainsight offers a strong set of features, there are still areas where we’d like the system to align more closely with our specific needs, such as SKU management. That said, the support team has been proactive in partnering with us to find solutions, and we genuinely appreciate their willingness to explore potential customizations. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight has helped us centralize customer data, track risks, and improve visibility into overall account health, which enables our CS team to be more proactive. It has become essential for managing NRR by supporting better risk identification, adoption tracking, and surfacing upsell opportunities. By consolidating systems like Jira, Hubspot, and our support data in one place, it has streamlined workflows and reduced our reliance on manual processes. As a result, our operations are more efficient, and our team is better equipped to deliver stronger outcomes for our customers. ### 18. Great Tools and Insights, but Setup Takes Some Effort **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** May 22, 2026 **What do you like best about Gainsight Customer Success?** What I love most about Gainsight is how much it empowers us to understand and act on our customer data. The 360 views and health scores have given us insights we didn’t have before, helping our CSMs prioritize their efforts and identify risks earlier. The ability to connect various tools and data streams into Gainsight, while maintaining a cohesive view of the customer, has also been a standout upside—this integration has been a game-changer for cross-functional visibility. Features like Copilot and customer goals offer us flexibility in managing customer journeys, and we’ve seen real value in CTAs surfacing things we might have missed otherwise. **What do you dislike about Gainsight Customer Success?** One challenge we’ve faced with Gainsight has been the complexity of initial implementation and the training process. We found that certain configurations required more trial and error than expected, and earlier access to admin training would have been a huge help. Better alignment early on could have saved us time and made onboarding smoother. Additionally, while Gainsight has many powerful features, the sheer number of options can be overwhelming at first. Clarifying the best use cases for certain tools—or providing prioritization guidance—would help teams like ours focus on the features that deliver the highest immediate impact. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping us improve customer retention, identify risks earlier, and provide a more proactive and personalized customer experience. With features like health scores, customer goals, and timeline, we're able to focus on at-risk accounts and take action before issues escalate. It’s also streamlined cross-functional visibility by centralizing customer data, making collaborations between CX, product, and sales teams more effective. This alignment has allowed us to make more informed, data-driven decisions that benefit our customers and our business. ### 19. Out of the box technology to support your Customer Success business processes **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education **Reviewed Date:** May 22, 2026 **What do you like best about Gainsight Customer Success?** Gainsight Customer Success provides a variety tech tools that support Customer Success business process that are customizable and easy to adapt. For a growing CS team, Gainsight is effective in capturing CRM data and supporting CS activities. User adaption is easy with Gainsight; because the tools are tightly linked to best practice, it's simple for a CSM to integrate the platform in their daily work. The true benefit of Gainsight is the ability for a CSM to scale their impact for their customers. By routinizing or automating admin tasks, CSMs are able to dig deeper into their customer data and spend time on high impact conversations. The time savings for tools like AI Follow Up and Health Scorecard are impactful and can have a drastic impact on CSMs moving from reactive to predictive mindsets. **What do you dislike about Gainsight Customer Success?** Gainsight Customer Success is fantastic for a small to medium organization. Larger orgs who may use additional business systems (ie Salesforce, Netsuite) may have difficulty implementing some of the features available in Gainsight Customer Success. Features like CSQLs are most impactful for organizations who create opportunities within Gainsight, and can be cumbersome for anyone working with integrations. On the technical side, there are also some limitations to using Gainsight Customer Success without a Staircase instance. It can be challenging to pinpoint the root cause of bugs or issues with AI features without a Staircase instance. **What problems is Gainsight Customer Success solving and how is that benefiting you?** First and foremost, Gainsight Customer Success brought our CSM team out of disparate documentation sources and into a single source of truth for customer journeys. It has enabled our team to scale our impact to our customer base without increasing our headcount or sacrificing our white glove service to our highest tier customers. Gainsight Customer Success has benefited our team in making data driven decisions through use of the scorecard, success plans, and surveys. It has also providing ability to be nimble with customer communication without requiring admin support through tools like Group Send. ### 20. Gainsight Centralizes Customer Success and Boosts Team Visibility **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2026 **What do you like best about Gainsight Customer Success?** Gainsight has been incredibly helpful for centralizing our customer success workflows and driving better visibility across teams. The dashboards and C360 view have been game-changers for keeping everyone aligned, especially our sales leadership. I like how easy it is to sync Gainsight with tools like Salesforce and how customizable everything is—it really adapts to the way we work. Features like scorecards and surveys make it straightforward to track engagement and satisfaction metrics, which we've tied into our health scores. The level of support we’ve received from Gainsight has been solid too. Whenever we hit a snag, the support team is responsive and thoughtful with their recommendations. I also really appreciate the variety of features and how Gainsight enables automation for repetitive tasks like CSAT surveys. Having tools like Copilot and cheat sheets have started to streamline workflows for my team as well, though we’re still working on optimizing those. Overall, it’s a robust platform that helps us stay on top of customer needs. **What do you dislike about Gainsight Customer Success?** One challenge with Gainsight is that some features can feel limited without additional configuration. For example, while Copilot has potential, it currently doesn’t fully support manager-level queries across my team’s accounts, which would make it more impactful for broader strategic insights. Also, the inability to handle “or” logic in filters has been a minor hurdle. Additionally, Gainsight’s effectiveness heavily depends on data quality and setup. For teams managing sensitive or inconsistent data, like ours, getting the most out of certain features, such as AI tools or timeline-driven insights, requires extra effort. That said, their support team has been helpful in addressing these gaps. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps us manage customer health, track engagement, and gather satisfaction feedback effectively. By centralizing data from Salesforce and other sources, it provides a clear view of each account’s status and potential risks, which makes proactive management easier. Automating CSAT surveys and integrating dashboards for cross-team visibility have streamlined our processes and improved collaboration. This ultimately enables us to provide better support, drive adoption, and ensure retention, which is critical for our long-term success. ### 21. Efficient Task Organization, Intuitive Features **Rating:** 4.0/5.0 stars **Reviewed by:** Ignacio H. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2023 **What do you like best about Gainsight Customer Success?** I love how Gainsight Customer Success integrates seamlessly with my inbox, allowing me to efficiently log activities and access customer information, which is vital for my daily work. The software is intuitive and easy to use, which enhances my productivity. I am particularly impressed with the data graphs provided by the software; they are not only visually appealing but also highly functional, offering numerous possibilities for analysis. These graphs aid me in focusing on different call meetings and keeping me informed about the status of my customers, ultimately saving me time. Additionally, I appreciated the ease with which I learned to use the system through straightforward training, making the transition to using it smooth and hassle-free. **What do you dislike about Gainsight Customer Success?** I find that Gainsight Customer Success could have a better pipeline tool for checking cross-sells, much like what HubSpot offers. It’s difficult to track these activities visually, which makes this aspect less efficient and intuitive compared to other tools available. **What problems is Gainsight Customer Success solving and how is that benefiting you?** I use Gainsight Customer Success to organize tasks, log activities, and check customer info. Its inbox sync saves time, and data graphs are great for analysis, focusing calls, and customer status awareness. ### 22. Data Data Data **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** August 03, 2026 **What do you like best about Gainsight Customer Success?** Gainsight helps us understand our renewals pipeline and how we can best execute on keeping customers happy with our platform, while also identifying where they have gaps. Its ease of navigation and its ability to integrate with other applications have made my life easier. **What do you dislike about Gainsight Customer Success?** Configuring dashboards and setting up my own custom views is difficult. I also frequently onboard new employees, and this has consistently been the toughest platform for new hires to learn. **What problems is Gainsight Customer Success solving and how is that benefiting you?** How can we retain our customers and how to we increase the post-sales pipeline with upsells. ### 23. A lot of data points in one single place **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2026 **What do you like best about Gainsight Customer Success?** What I find most useful is having the key data points for my tasks and clients all in one place. You can create multiple dashboards and lists depending on your needs, and you can also connect Gainsight with other tools you may use, such as Salesforce or Gmail, which is a great feature. **What do you dislike about Gainsight Customer Success?** There are many things I would like to do but can’t because the tool is not very intuitive. You definitely need Gainsight support to create the dashboards required to pull the information that will make your job easier. Without that additional support, it can be a very challenging tool to use. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Having a list of all the tasks I have to complete and an easy overview of my partners. ### 24. GainSight Staircase is quite strong **Rating:** 3.5/5.0 stars **Reviewed by:** Jordan L. | Product Marketing Manager | Account Manager, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** May 23, 2026 **What do you like best about Gainsight Customer Success?** GainSight Staircase Customer Success has helped our department proactively act on early churn signals more quickly, leading to more positive outcomes. We’re also taking advantage of the AI Expansion Insights to better identify and pursue growth opportunities within our existing customer base. **What do you dislike about Gainsight Customer Success?** Lack of new functionality in past years and we need more automated integrations between Staircase and CTA’s **What problems is Gainsight Customer Success solving and how is that benefiting you?** Analyzing support tickets, emails, Gong calls, etc to track churn risks and expansions across our 15,000+ customer base ### 25. Still leads the industry in Customer Success Management Platforms **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services **Reviewed Date:** May 28, 2026 **What do you like best about Gainsight Customer Success?** It’s a full-service suite of capabilities that supports every aspect of CS organizations, while also providing seamless bridges to cross-functional teams such as marketing, sales, community, and others. **What do you dislike about Gainsight Customer Success?** Enablement and adoption across CS field because of its complexity. After spending a lot of time configuring custom builds in the platform, it’s still a struggle to tell leadership a consistent ROI story due to not 100% of the field doing things consistently. That ongoing difficulty can lead to a lack of belief in the platform’s capabilities and, eventually, their attention diverts to other tools despite their limitations. **What problems is Gainsight Customer Success solving and how is that benefiting you?** A central repository for customer interactions and collaborative activities with their account teams. ### 26. Manager of IT GTM support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services **Reviewed Date:** May 28, 2026 **What do you like best about Gainsight Customer Success?** Overall, the conference was informative. Since I recently transitioned to Gainsight, the sessions were especially helpful in understanding the features, terminology, and recent releases. The Admin 200 training was also insightful and helped me navigate the system more confidently while getting familiar with it. **What do you dislike about Gainsight Customer Success?** As a first-time attendee, it would have been helpful if there were sessions covering the basics. **What problems is Gainsight Customer Success solving and how is that benefiting you?** The topics and features around churn and risk analysis are extremely beneficial, and they gave me several ideas on how we can approach the problem and implement them within my workplace. ### 27. Time-Saving and Scalable, Yet Needs Easier Segmentation **Rating:** 4.0/5.0 stars **Reviewed by:** J . **Reviewed Date:** November 13, 2025 **What do you like best about Gainsight Customer Success?** I truly value how Gainsight Customer Success significantly enhances the efficiency of our Customer Success Managers (CSMs) by giving back precious time, enabling us to scale our operations effectively. Its ability to reach unmanaged customers en masse is a standout feature, streamlining our processes across various needs. I particularly appreciate tools like the Group Send, Success Plans, Journey Orchestrator, AI Overview, and Copilot, each contributing to a more seamless customer management experience. These features collectively support a robust customer success strategy and provide a comprehensive overview, allowing for more informed decision-making. Overall, Gainsight Customer Success stands out as a more capable customer success customer relationship management (CRM) tool compared to others we've used, like Salesforce. Additionally, the initial setup was relatively easy, which was a great advantage for our team. **What do you dislike about Gainsight Customer Success?** I find that Gainsight Customer Success could be more user-friendly, particularly at the backend. When setting up recipient lists on a large scale, the process is not as intuitive as it could be. Additionally, it would be helpful if segmenting accounts were simpler, with easier options for categorization by product, country, and gender. **What problems is Gainsight Customer Success solving and how is that benefiting you?** I use Gainsight Customer Success to align CSMs, save time, and reach unmanaged customers efficiently, enhancing our scalability. ### 28. Bringing structure to chaos **Rating:** 4.0/5.0 stars **Reviewed by:** Kyle M. | Golf League President **Reviewed Date:** May 28, 2026 **What do you like best about Gainsight Customer Success?** Gainsight is my one stop shop for managing my team and their entire book of business. It helps me simplify and bring clarity to account insights and reduce the risk to our ARR. Couldn’t live without it. **What do you dislike about Gainsight Customer Success?** Lack of attention to the mobile app development **What problems is Gainsight Customer Success solving and how is that benefiting you?** Churn risk mitigation ### 29. AI Success Plans **Rating:** 4.0/5.0 stars **Reviewed by:** Emanuel P. | Customer Support Representative **Reviewed Date:** May 28, 2026 **What do you like best about Gainsight Customer Success?** The flexibility to track different parts of the custo.er journey and creating actionable items for CSMs to do to be proactive. **What do you dislike about Gainsight Customer Success?** Ease of creating automation and data designs **What problems is Gainsight Customer Success solving and how is that benefiting you?** Quickly providing insights on the health of the customers adoption of the product ### 30. Good solution for customer success system of engagement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services **Reviewed Date:** May 27, 2026 **What do you like best about Gainsight Customer Success?** Customizable system of engagement to do daily work for customer success organizations that brings back control and prioritization decisions to CS organizations **What do you dislike about Gainsight Customer Success?** It can only be as good as you design it and clean data for it. You should do a full data hygiene and governance review as well as workflow definition before building out. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gives control back to CS to optimize system of engagement and not have to fight Sales and Marketing Ops for prioritization ### 31. A Powerful CS Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Anna M. | Customer Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Gainsight Customer Success?** Having administered Gainsight across multiple organizations, I've consistently been impressed by its robust feature set and the sheer power it offers for Customer Success teams. The ability to centralize customer data, automate workflows, and gain deep insights into customer health is unparalleled. Features like CTAs, Playbooks, and the various reporting capabilities are incredibly valuable for driving proactive customer engagement and identifying at-risk accounts. It truly empowers CS teams to scale and operate more strategically. The continuous innovation and introduction of new functionalities also keep the platform at the forefront of Customer Success technology. If you're serious about scaling your Customer Success efforts and want a comprehensive platform that can handle complex customer data and workflows, Gainsight is an excellent choice. Be prepared for a significant implementation effort, as it's a powerful tool that requires thoughtful configuration to maximize its potential. Also, consider building strong internal knowledge and potentially investing in dedicated Gainsight administrators to navigate its intricacies. While the tech support can sometimes be a hurdle, the overall value and capabilities of the platform far outweigh this drawback for organizations committed to customer success. **What do you dislike about Gainsight Customer Success?** While the product itself is exceptional, my primary area for improvement lies with the technical support. There have been instances where resolving issues, especially complex ones, has taken longer than expected, or required multiple escalations. The initial response time can sometimes be slow, and the depth of knowledge from first-line support isn't always sufficient to quickly diagnose intricate problems. This can be frustrating when you're dealing with time-sensitive customer-facing issues. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is instrumental in solving the critical challenge of customer retention and growth. It provides a holistic view of the customer journey, allowing us to proactively manage customer health, identify churn risks, and pinpoint expansion opportunities. By automating routine tasks, it frees up our Customer Success Managers to focus on high-value interactions. The comprehensive analytics help us understand what drives customer success and allows us to refine our strategies based on data, ultimately leading to improved customer satisfaction and reduced churn. ### 32. Good product, great capabilities, awesome support and improving everyday **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2023 **What do you like best about Gainsight Customer Success?** Expanded focus on AI-driven insights - Scalable journey orchestration **What do you dislike about Gainsight Customer Success?** Making advanced features more intuitive for everyday users **What problems is Gainsight Customer Success solving and how is that benefiting you?** - Bringing all CS processes at 1 place - Gain, grow and retain - Retain customers - Upsell and cross-sell customers - Measure health of a customer - Bring all the imp data at 1 place ### 33. Great CSP **Rating:** 4.0/5.0 stars **Reviewed by:** Jose B. | Team Manager, Customer Success **Reviewed Date:** May 28, 2026 **What do you like best about Gainsight Customer Success?** Best in class platform for Customer Success. Journey orchestrator is the best for scaling customer communications. **What do you dislike about Gainsight Customer Success?** Would love to see more built-in agentic capabilities! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Customer health data, dashboarding, and some automation for surveying and email touchpoints ### 34. Intelligent customer success management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services **Reviewed Date:** May 28, 2026 **What do you like best about Gainsight Customer Success?** I like the automation of playbooks, the AI capabilities, and having customer health and status all in one place. **What do you dislike about Gainsight Customer Success?** We’ve struggled with managing the different product quantities and with not having full access to all of the powerful tools and capabilities. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Tracking CSM progress and overall customer account health is much easier with this. It takes a lot of effort off the CSM and helps keep everything clearer and more organized. ### 35. Streamlining processes **Rating:** 3.5/5.0 stars **Reviewed by:** Paula S. **Reviewed Date:** May 28, 2026 **What do you like best about Gainsight Customer Success?** Innovation and streamlining process game changer **What do you dislike about Gainsight Customer Success?** I find it extremely useful and have not uncovered a dislike **What problems is Gainsight Customer Success solving and how is that benefiting you?** Risk ### 36. Gainsight Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management **Reviewed Date:** May 26, 2026 **What do you like best about Gainsight Customer Success?** Health score model building. Email automation, calls-to-action. Surveys - NPS, CSAT. **What do you dislike about Gainsight Customer Success?** Building reports and dashboards sometimes still competes with what we do directly in SalesForce. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Automate the customer journey Product usage analytics Health Scores Surveys Calls-to-action for CSMs Email cadences ### 37. Great product UI **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** May 28, 2026 **What do you like best about Gainsight Customer Success?** Really enjoy the UI, super easy to use and configure **What do you dislike about Gainsight Customer Success?** Some feature limitations make it hard as an admin to create workflows without workarounds **What problems is Gainsight Customer Success solving and how is that benefiting you?** Visualizing health scores and CS specific data ### 38. A Must-Have for Scaling Customer Success **Rating:** 4.0/5.0 stars **Reviewed by:** Victoria B. | Senior Director of Digital Success, Mid-Market (51-1000 emp.) **Reviewed Date:** June 12, 2025 **What do you like best about Gainsight Customer Success?** Gainsight makes it so much easier to stay on top of our customer relationships as we grow. I love that we can automate a lot of the routine stuff—like check-ins and reminders—without losing the personal touch. We can also see how customers interact with our outreaches and adjust out aproach **What do you dislike about Gainsight Customer Success?** JO can seem a bit overwhelming till you get the hang of it **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps us stay ahead of customer issues before they become real problems. It pulls together data from different systems so we can see the full picture—adoption trends, engagement, renewals—all in one place. That means fewer surprises and more time spent actually helping customers succeed. It's also helped us build a more consistent, scalable CS process, which is a big win as our team grows. ### 39. Best in class **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services **Reviewed Date:** May 28, 2026 **What do you like best about Gainsight Customer Success?** Latest AI features and integration - focus on long tail **What do you dislike about Gainsight Customer Success?** N/A - limited experience with the tool still in discovery **What problems is Gainsight Customer Success solving and how is that benefiting you?** Still in exploration ### 40. Helpful CS Tool that could integrate better with SFDC **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2021 **What do you like best about Gainsight Customer Success?** "At a glance" customization of customer information for internal use when supporting clients. Customizable CTAs deployed at a global scale are great for keeping teams focused and on the same page. Before Gainsight, it felt like we were constantly juggling spreadsheets, emails, and sticky notes just to figure out where each customer stood. It was chaotic, to say the least! **What do you dislike about Gainsight Customer Success?** There is no way to directly link to SFDC where internal customer information is still stored needed for account management purposes. **What problems is Gainsight Customer Success solving and how is that benefiting you?** A "one-stop-shop" for the CS org where all information is available at a glance. For onboarding, being able to track every step of the journey, see where customers might be getting stuck, and automate reminders or outreach? Huge. My team can proactively jump in before a small snag turns into a big problem. It's totally elevated our ability to ensure a smooth, successful start for our new clients. ### 41. Empowers CS Teams with Comprehensive Client Insights **Rating:** 4.0/5.0 stars **Reviewed by:** Elisa T. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2025 **What do you like best about Gainsight Customer Success?** As a user of GS CS I think its important to capture as many client information as possibile and make the CS life easier. **What do you dislike about Gainsight Customer Success?** I think sometimes less is more and when using the tools, it could be overwhelming the amount of information and where to get data **What problems is Gainsight Customer Success solving and how is that benefiting you?** Keeping data for our clients, sentiment, feedback, solutions Success Plans ### 42. Gainsight CS **Rating:** 4.0/5.0 stars **Reviewed by:** Saif A. | Product Owner, Mid-Market (51-1000 emp.) **Reviewed Date:** February 23, 2025 **What do you like best about Gainsight Customer Success?** 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. **What do you dislike about Gainsight Customer Success?** 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). **What problems is Gainsight Customer Success solving and how is that benefiting you?** What problems is Gainsight Customer Success solving- reducing the amount of time CSMs are spending juggling between different systems as GS is acting like a centralized hub. How is that benefiting you - Reducing the queries that we used to address earlier for different systems v/s just one (GS). Lesser the number of systems the better is CSMs efficiency in terms of giving enough time so that they can drive Business efficiently and focus on engaging with customers ### 43. Customer Success Manager very handy to manage and track success plans **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** April 18, 2025 **What do you like best about Gainsight Customer Success?** comprehensive view of customers' interactions with IBM, including entitlements, Net Promoter Score (NPS), support interactions, and usage data. This information enables CSMs to understand their customers better and tailor their strategies accordingly. **What do you dislike about Gainsight Customer Success?** no reported drawbacks or negative aspects from the funcional perspective, some disadvatanges are more related to lack of proper integration with internal systems for instance in order to create Success Plan for product "X" I cant see these entitlement in Gaininsight (example Flexera is not visible in GS) **What problems is Gainsight Customer Success solving and how is that benefiting you?** Documentation and transparency: Gainsight offers a streamlined way to document the latest updates with customers, eliminating the need for internal status calls. ### 44. Gainsight as a great information resource **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 11, 2025 **What do you like best about Gainsight Customer Success?** Gainsight is a great tool when used to summarize meetings and reflect customer sentiment. I use it almost daily to keep notes, memorialize important conversations and reflect who all key players are so I am able to follow up. Having all those resources at my fingertips is invaluable. **What do you dislike about Gainsight Customer Success?** There is nothing that I dislike---every company can customize what they want in GS so if there are some menu items that are not really applicable I am not sure that is GS or my companies customization. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Having all of the information in one space. You can see where you have been, idenify past issues and helps you to formualte a game plan for where you want to go. If a customer has "red flags' that you need to be aware of they are noted as well as any current discussions about customer interest in product upsell. They help me prepare for upcoming meetings so I can speak in detail at my next business review. ### 45. Great CRM tool, wish there were better ways to manage cadence scheduling **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 10, 2025 **What do you like best about Gainsight Customer Success?** I like the easy to use feature to log emails sent and create a work note for a customer call. You can create different templates in the app to fit your needs and allow you to document information about customers in an efficient and detailed manner. On the company record, different aspects such as the timeline and the user notes allow you to obtain a quick snapshot of the customer. This keeps everyone on the team in the loop. **What do you dislike about Gainsight Customer Success?** This may be specific to my team and departement, but I haven't found the most user friendly way to set up calendar reminders on when a cadence is due. We tried using CTAs to create reminders, but you can only assign these to a single person, and does not work for our group model. It would be nice to see a way to create a shared dashboard in the app for multiple people to access in order to manage customer accounts. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Documentation of cadence notes, reminders on customer cadence touchpoints, and a quick summary of the customer's account (customer number, SOW, user notes, general customer information, and timeline) ### 46. Gainsight has been GAME CHANGING **Rating:** 4.0/5.0 stars **Reviewed by:** Rebecca C. | Director - Client Service Delivery Management, Enterprise (> 1000 emp.) **Reviewed Date:** October 02, 2024 **What do you like best about Gainsight Customer Success?** Gainsight has been so easy to use in my day to day work and has been a game changer for keeping me organized. The ability to track value adds, customer journeys, and day to day tasks through CTAs has helped me in providing a positive customer experience to my accounts. The dashboards that we have been able to create within GS have been beyond beneficial in keeping me informed on my customers and planning my monthly targets. It's easy to use, all in one place, and so customizable to the individual user. We've recently added the AI functionality and I could not be happier. Yes, it takes time to train and learn but the efficiency gain from the meeting assist feature has been huge. It also helps ensure that account transitions are smooth and effective with little knowledge lost between CSMs. As with every product there are always things you want to see improved or changed but GS has been such a beneficial tool overall for my success. **What do you dislike about Gainsight Customer Success?** As a user and not an admin it would be nice to have a little more control over playbooks. If we could create our own library of playbooks to help with repetitive CTAs based on our own workflows and customer groups that would be excellent. It would also be nice to have a quick resource of the fields you can use in creating views and what they provide. Building certain reports and views can be a little confusing at first so an easily accessible guide would be nice. The biggest improvement would be the ability to increase the size of certain text boxes without them being dependent on Salesforce sizing. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Helping with knowledge transfer, organization, and tracking value realization. ### 47. A simple and powerful tool for partner tracking **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** June 20, 2025 **What do you like best about Gainsight Customer Success?** Centralization of key partner data Intuitive and visual Customizable, clear dashboards, automated playbooks Prioritization with CTAs **What do you dislike about Gainsight Customer Success?** Interface sometimes a bit too cluttered Some pages can take a long time to load **What problems is Gainsight Customer Success solving and how is that benefiting you?** - Centralized visibility over all my partners - Prioritization of actions with CTAs - Automation of the onboarding process up to the deployment of advanced packages ### 48. Gainsight Feedback! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** April 11, 2025 **What do you like best about Gainsight Customer Success?** I like that the dashboards are easily available to leverage and act on. **What do you dislike about Gainsight Customer Success?** I wish that there was less lag between syncing Salesforce to the stats on Gainsight, as it makes it confusing to keep track of closed vs open cases sometimes. I also wish you could manipulate the columns and their order in Gainsight and easily copy/paste from there into Excel for mail merging - else, being able to do a mail merge directly through Gainsight would be awesome. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It benefits me by consolidating information to target clients more easily! ### 49. So far so good! Hubspot integration in biggest perk **Rating:** 4.0/5.0 stars **Reviewed by:** Rachael D. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** February 03, 2025 **What do you like best about Gainsight Customer Success?** We just started using Gainsight; we are working through trainings and getting out footing, but definitely having the Hubspot integration and having it translate appropriately for us has been great. **What do you dislike about Gainsight Customer Success?** I think there could be more clarity in the product of each of the tabs. **What problems is Gainsight Customer Success solving and how is that benefiting you?** I like seeing the NRR for all my accounts I manage. This is my first role in customer success, so having a place to see all my accounts and revenue retention is very helpful. ### 50. Great Platform to Scale Customer Success **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2024 **What do you like best about Gainsight Customer Success?** Customer 360 View and Healthscore features. **What do you dislike about Gainsight Customer Success?** It doesn't offer fully automated Email Synchronization and action-based triggers in Automation. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps us solve several key challenges. It consolidates customer data from multiple tools into one platform, giving us a clear and complete view of each customer. With our growing customer base, we needed a way to prioritize accounts that need attention at the right time. Gainsight’s Health Score features have been essential for proactive account management and risk mitigation. It has also helped us standardize processes, ensuring a more consistent experience for our customers. Overall, Gainsight saves me time and allows me to rely on automated CTAs to engage with customers, eliminating the guesswork. ## 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?filters%5Bnps_score%5D%5B%5D=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+12%3A33%3A42+-0500&secure%5Bsession_id%5D=37f30325-9938-4e64-a22a-ab58abd16fcd&secure%5Btoken%5D=18ca35735f334f63b734b33bcb66b4ae12f47f36a99013232c1731e5116c6b35&format=llm_user) ## Gainsight Customer Success Integrations - [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) - [Azure DevOps Labs](https://www.g2.com/products/azure-devops-labs/reviews) - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews) - [Databricks](https://www.g2.com/products/databricks/reviews) - [Dynamics 365 Sales](https://www.g2.com/products/dynamics-365-sales/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) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/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 - NPS of Customers - Customer Engagement **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 - NPS of Customers **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 - Customizable Branding - Knowledge Management - Workflow Management - Email Management - Feedback Management - Survey/Poll Management - Negative Feedback Management **Predictions** - Service Quality Assurance - Predictive Analytics - Revenue Impact - Artificial Intelligence - Sentiment - Retention - Behavior Analytics - Usage Tracking/Analytics **Platform** - Reporting & Dashboards - Third-Party Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management - Collaboration Tools - Real-Time Data - Activity Dashboard - Customer Experience Management - Churn Management - Survey/Poll Management - Communication Management - Task Management - Customer Management - Account Management - Renewal Management - Feedback Management - Knowledge Base Management - Revenue Management - Workflow Management - Contact Management - Email Management - Configurable Workflow **Mapping** - Multiple Org Charts - Stakeholder Roles **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Additional Functionality** - Loyalty Program - AI Copilot - Campaign Personalization - Personalization - Email Campaign Management - A/B Testing - Knowledge Base Management - Renewal Management - Performance Metrics - Workflow Management - Behavioral Targeting - Customer Engagement - Sentiment Analysis - Engagement Tracking - Task Management - Feedback Management - Behavior Tracking - Retention Tracking - Support Ticket Management - User Onboarding - Lifecycle Management - Customer Surveys - Campaign Management - Real-time Alerts - Customer Journey Mapping - Cancellation Management - Third-Party Integrations - Review Monitoring - Customer Data Management - Referral Tracking - Customer Communication - Churn Management - Marketing Automation - Referral Management - Customer Segmentation - Messaging - Workflow Automation **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Multi-Language **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Real-Time Reporting - Drag & Drop - Surveys & Feedback - Dashboard - NPS Survey Structure - Customizable Forms - Visual Analytics - Data Visualization - Customer Segmentation - Tagging - Customer Journey Mapping - Text Analysis - Customizable Reports - Real-Time Notifications - Alerts/Notifications - Access Controls/Permissions - CRM - Multi-Channel Data Collection - Multi-Channel Communication - Customizable Fields - Real-Time Analytics - Predictive Analytics - Collaboration Tools - Sentiment Analysis - Trend Analysis - API - AI Copilot - Engagement Tracking - Customizable Templates - Reporting/Analytics **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Social Media Integration - Multi-Language **Additional Functionality** - Onboarding - Chat/Messaging - Performance Metrics - Activity Tracking - CRM - API - Customer Database - Customizable Templates - Widgets - Win/Loss Analysis - AI Copilot - Event Triggered Actions - Surveys & Feedback - Engagement Tracking - Customer Segmentation - Customizable Reports - Drag & Drop - Customer History - Reporting & Statistics - Reporting/Analytics - Customizable Forms - Customizable Branding - Usage Tracking/Analytics - Multi-Channel Communication - Account Alerts ## Top Gainsight Customer Success Alternatives - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - 4.7/5.0 (1,595 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 (521 reviews)