--- title: Gainsight Customer Success Reviews meta_title: 'Gainsight Customer Success Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1757 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: 1757 scale: '5' date_modified: '2026-08-14' 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:** 1,757 ## 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 insights and data **Rating:** 5.0/5.0 stars **Reviewed by:** Andre S. | Senior Manager Customer Success, Computer & Network Security, Enterprise (> 1000 emp.) **Reviewed Date:** October 02, 2024 **What do you like best about Gainsight Customer Success?** Gen AI is a game changer and makes analyzing customers needs much easier **What do you dislike about Gainsight Customer Success?** No ability to build custom reports, this would allow for more detailed data analysys **What problems is Gainsight Customer Success solving and how is that benefiting you?** Large amount of customers means it difficult to get detailed, meaningful data manually. Gainsights makes this task easier ### 2. Deep insights to drive decisions **Rating:** 5.0/5.0 stars **Reviewed by:** Eric K. | Senior Vice President, Service, Support and Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** June 04, 2025 **What do you like best about Gainsight Customer Success?** Deep insights within our own data - because of the level of configurability, we can drive to very discrete data in our environments that enables us to surface important data on a daily basis. This has helped us measure very small movement each day in an automated way. Previously, we were measuring some of the same items monthly with a heaving human lift to get the data. This has enabled us to scale customer success and make data driven decisions otherwise not possible. **What do you dislike about Gainsight Customer Success?** This is not so much a dislike but just a reality - due to the high level of configurability it takes significant effort to learn then apply those learnings to get out the data you need. This is not a plug and play app, it takes knowledge and time to set it up to get out meaningful data. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It is telling us what our customers are using, when, and how often. This has been helping in enabling proactive outreach through the automated CTAs, helping focus our team on the actions that matter most. ### 3. Easy to use as a CSM **Rating:** 5.0/5.0 stars **Reviewed by:** Ariana B. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2025 **What do you like best about Gainsight Customer Success?** I like being able to track customer activities and emails all in one place. My organization has an integration with Gong so our customer calls and notes populate in the timeline automatically. This saves me time and helps me easily reference information for an account. **What do you dislike about Gainsight Customer Success?** I am not a Gainsight admin so this may be due to my permission level, but I don't find the reporting super easy to use. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps keep a source of truth for what has happened with an account. Employees from different teams can post information on the timeline which keeps us all informed on what communication has been sent to the customer. This makes us look better as we can reference a touchpoint the customer may have had with another team member. ### 4. A must have for any scaling business **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah A. | Senior Product Marketing Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Gainsight Customer Success?** Incredibly easy for any CSM to start using. Easy to search for customer accounts, identify at-risk customers, log meeting notes and emails, seamless integration with your email, Salesforce, Zendesk and other platforms. CSMs use this daily in our org for account management and even AEs meetings/emails are logged. You can tag internal colleagues in your activity notes if they need to follow up or have action items after a call. **What do you dislike about Gainsight Customer Success?** The dashboards aren't as great as other CRMs since they are widget like but you still are able to customize your reports. I wish the Activity notes had icons like other CRMs. For example if it's an email then show an Email Icon to click. If it's an in-person meeting then show a handshake icon. If it's an upsell then show a dollar sign icon. **What problems is Gainsight Customer Success solving and how is that benefiting you?** The best CRM for Account Management. It's helped us collaborate better and have a clear paper trail on what has lead to a healthy customer vs an at risk customer. It's very easy to do account transitions because we have all the historical data from the previous AE and CSM. Before, our team was using Google Docs and forwarding long email threads to the next account rep. This was terrible for looking at overall account health and action items. Now, we're able to use AI to summarize our meetings, give us clear next steps, and have a better RAG status in the platform with all the data we've input. ### 5. 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 ### 6. Powerful Customer Success Platform with a Steep Learning Curve **Rating:** 5.0/5.0 stars **Reviewed by:** סתיו . | Data Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2025 **What do you like best about Gainsight Customer Success?** As an analyst using Gainsight for Customer Success, I like best the comprehensive visibility it provides into the customer journey. The platform combines product usage data, support interactions, NPS scores, and renewal health into a centralized view. This enables me to: Proactively identify risk and opportunity using real-time health scores and trend analysis. Build and automate reports that give customer success managers actionable insights, not just raw data. Track customer outcomes across segments with custom dashboards, which is key for scaling successful operations. Integrate seamlessly with our CRM, so there's a single source of truth across teams. Overall, Gainsight helps translate data into decisions that directly impact retention, expansion, and customer satisfaction. **What do you dislike about Gainsight Customer Success?** As an analyst using Gainsight, one of the main challenges I face is the complexity of setup and customization. While the platform is powerful, it often requires significant time and effort to configure rules, build dashboards, and manage data ingestion, especially when dealing with multiple systems and custom data sources. A few specific pain points: Steep learning curve: Understanding how all the components (e.g., rules engine, journey orchestrator, health scores) fit together takes time. Performance issues: Some reports and dashboards can be slow to load, especially with large datasets. Limited flexibility in some reporting features compared to more advanced BI tools, particularly around complex joins or visualizations. That said, once it’s properly set up, Gainsight is a very effective tool—it just takes a strong initial investment to get the most value out of it. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight solves the lack of visibility into customer health by centralizing data from multiple sources. It helps us identify risks early and take proactive actions. I use it for churn analysis, dashboard creation, and measuring CTA effectiveness. The result is improved customer satisfaction and retention. ### 7. Slick UI, Streamlined Customer Interactions **Rating:** 4.5/5.0 stars **Reviewed by:** Shankar K. | Salesforce Product Manager **Reviewed Date:** November 12, 2025 **What do you like best about Gainsight Customer Success?** I really appreciate the slick UI of Gainsight Customer Success, which makes it very easy to navigate and use. Additionally, I love its extensive automation capabilities that streamline our interactions and workflows with customers. The initial setup was relatively easy, thanks to their great enablement plan and the Gainsight training platform, which significantly facilitated our onboarding process. **What do you dislike about Gainsight Customer Success?** I find that Gainsight Customer Success could improve by adding more Agentic AI capabilities, particularly more out-of-the-box agents. **What problems is Gainsight Customer Success solving and how is that benefiting you?** I use Gainsight Customer Success to track CSM activities and streamline interactions with customers, benefiting from its slick UI and automation capabilities. ### 8. Gainsight is a one stop shop for CS **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2023 **What do you like best about Gainsight Customer Success?** As a CS leader, I am able to see overall health by customers or groups of customers based on a dynamic scorecard we have set up which uses a flavor of CSM engagement and live usage data from our system. We track risk, NPS and CSM metrics through GS. **What do you dislike about Gainsight Customer Success?** It's a little expensive to adopt across all GTM teams. Currently our sales team does not have access, only CS. Not many other items. I am in GS atleast a 1/4 of my day **What problems is Gainsight Customer Success solving and how is that benefiting you?** Track Risk customers and create action plans in a CTA's NPS Program Engagement Dashboard Overall Customer Health Tracking all customer discussions Reference process Renewal metrics Staircase ### 9. Gainsight is a game-changer for our Customer Success teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Events Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2025 **What do you like best about Gainsight Customer Success?** The seamless integrations with our platforms are a major plus, it centralizes data from multiple sources into one place, saving us a lot of time. I also love how customizable the dashboards are, we can tailor them to show exactly the insights we need, at the frequency we need them. **What do you dislike about Gainsight Customer Success?** At the beginning, it can take a bit of time to familiarize yourself with the platform and tailor it to your needs. It might feel a bit overwhelming at first, but that’s mainly because it offers such a wide range of features. Once you explore it and set it up based on your workflow, it becomes a powerful, personalized and efficient tool. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight gives me a centralized dashboard with everything I need to know about a client—health score, product usage, activity, and more. This saves a lot of time by providing a clear overview at a glance, making it easier to assess their status and quickly determine the next steps to take ### 10. Love at first dashboard **Rating:** 4.5/5.0 stars **Reviewed by:** Alok S. | Inside Sales Associate, Industrial Automation, Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Gainsight Customer Success?** Gainsight has completely transformed the way we manage customer relationships. The most helpful feature for me is the Customer 360 view, which pulls together all key insights—from product usage to support history—into one place. It gives me instant visibility into customer health and helps me prioritize actions that truly move the needle. The CTAs and playbooks are a game-changer. Instead of guessing what to do next, I now have a structured, data-driven approach to drive adoption, retention, and expansion. It also ensures nothing slips through the cracks, even when managing a large portfolio. I also love how Gainsight supports digital customer success at scale. With automated journeys and in-app engagements, we’re able to guide customers even without high-touch involvement—this is powerful when your team is lean but your goals are big. **What do you dislike about Gainsight Customer Success?** Gainsight is powerful, but the initial setup can be quite complex and time-consuming. It requires a dedicated admin or CS Ops person to configure it properly. Without that, users might find it overwhelming at first. The UI also has a bit of a learning curve. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps us proactively manage customer health and reduce churn. It centralizes usage data, feedback, and support tickets so we can act on risks early and improve customer engagement. It also streamlines follow-ups and renewals through CTAs and automated playbooks—saving time and improving outcomes. ### 11. 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 ### 12. 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. ### 13. Immediate Visibility Gains with Gainsight **Rating:** 5.0/5.0 stars **Reviewed by:** Guilherme G. | Customer Success Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 16, 2025 **What do you like best about Gainsight Customer Success?** Gainsight provides a structured and data-driven approach to managing customer relationships. Its ability to consolidate insights from multiple sources, automate playbooks, and proactively monitor customer health significantly enhances the efficiency and effectiveness of Customer Success teams. It is very easy to understand your customers, and it's very easy to find thing to adjust in the process. I love it! **What do you dislike about Gainsight Customer Success?** There’s nothing I dislike at this time. The platform has met expectations and supports our Customer Success operations effectively. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping us centralize customer data, monitor health scores, and standardize Customer Success processes. This has improved our ability to identify risks early, act proactively, and ensure consistent engagement across the customer journey. As a result, we've seen better retention, increased efficiency, and stronger customer relationships. ### 14. Intuitive Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Amanda S. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 05, 2025 **What do you like best about Gainsight Customer Success?** It is a tool that literally advances the CSM's life on a daily basis. We have access to previous contact records, powerful integrations such as dashboards considered essential for communicating with our customers, and we also have the ability to be evaluated by our customers. **What do you dislike about Gainsight Customer Success?** I have problems with my update data sometimes, the productivity dashboards don't update and I don't know if it's some configuration that I'm missing, but I often update a CTA from my cockpits and it's not reflected in the dashboard. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It is a tool that literally advances the CSM's life on a daily basis. We have access to previous contact records, powerful integrations such as dashboards considered essential for communicating with our customers, and we also have the ability to be evaluated by our customers. ### 15. Excellent CRM - Great across a wide range of functions. **Rating:** 4.5/5.0 stars **Reviewed by:** George W. | Manager, Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2025 **What do you like best about Gainsight Customer Success?** Very well organised from a customer perspective, it allows me to view all the key pieces of information I need at a glance whilst also having a lot of rich context available on a deeper dive should I wish. It also offers excellent integrations with the rest of our tech stack. It is head and shoulders above the other CRMs I've used in the last decade plus. **What do you dislike about Gainsight Customer Success?** I find the reporting to be a little static, I'd love the ability to add visualise the data in a wider range of ways at times, and have the UI be a little bit more friendly to customise. **What problems is Gainsight Customer Success solving and how is that benefiting you?** As someone who manages a team of CSMs, I need a CRM that can quickly and effectively bring me up to speed on accounts I might not have first hand experience working with, to help prep me for internal discussions. Gainsight is great at this, providing me with the facts I need straight away. ### 16. Clear Customer Insights That Keep Our Team Collaborating Anywhere **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** January 21, 2026 **What do you like best about Gainsight Customer Success?** I can clearly see information on my customers and can see this across our team ensuring we can collaborate when and where required. **What do you dislike about Gainsight Customer Success?** I dont have anything negative/dislikes to document. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Ensures collaboration across teams, minimises significant admin. Collaboration is possible across systems and also across time zones with colleagues in US. ### 17. Excellent Customer Success tool **Rating:** 5.0/5.0 stars **Reviewed by:** Sherahn H. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 03, 2024 **What do you like best about Gainsight Customer Success?** Gainsight is an easy to use, detailed platform that allows Customer Success Managers to swiftly access all information needed to ensure constant engagement, knowledge, support and information is provided to a large customer base. I find it extremely helpful knowing when to engage my customers regarding renewals, I am able to see when I need to make adjustments to configurations, I am also able to easily mitigate risks by getting alerts when negative opportunities are created, this allows me to manage my base with a range of information and notes at my disposal. I use it daily to ensure that I am on top of things. **What do you dislike about Gainsight Customer Success?** I don't feel that there is anything to dislike, the platform works perfectly for me, I look forward to learning more so I can use it to it's maximum capability. **What problems is Gainsight Customer Success solving and how is that benefiting you?** The best thing about the product is that it alerts you as soon as you need to engage with your customer regarding certain things, I now know when a renewal assessment is due, I am able to mitigate risk immediately, I am able to add notes around each task and follow a guideline which allows me to provide an excellent experience for my customer. Previously this was all manual and resulted in missed engagements and disgruntled customers. ### 18. Comprehensive Customer Insights with Seamless Salesforce Integration **Rating:** 5.0/5.0 stars **Reviewed by:** RaviShankar S. | Senior Enterprise Cloud Architect, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** December 10, 2025 **What do you like best about Gainsight Customer Success?** Gainsight Dashboards gives the Single Glass of Pane view for tracking the enterprise customers NPS, Healthscores, meaningful insights about the customers by integrating with Salesforce CRM. **What do you dislike about Gainsight Customer Success?** Recent Security issues, integration down issues, integration challenges, Need formal training for the support staff to use this platform **What problems is Gainsight Customer Success solving and how is that benefiting you?** Single Dashboard for tracking the NPS, customer contract renewal timelines, improves the customer success efficiency and reduces time for validating the healthstate of each customer ### 19. 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 ### 20. A gamechanger for CSMs **Rating:** 5.0/5.0 stars **Reviewed by:** Bree F. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about Gainsight Customer Success?** Gainsight doesn’t just give you vibes about how your customers are doing—it gives you data-backed Customer Health Scores that combine usage, sentiment, support tickets, and more. It's like a sixth sense for churn risk. No more jumping between Salesforce, Slack, and five Excel tabs. Gainsight brings everything into one neat dashboard—think of it as the command center for your customer universe. **What do you dislike about Gainsight Customer Success?** To truly make Gainsight sing, you need solid ops support or a dedicated admin. If your company doesn’t have that? Good luck trying to build advanced playbooks or workflows without wanting to yeet your laptop. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Solution: Gainsight gives you dynamic Customer Health Scores that pull from real-time data—product usage, NPS, support tickets, you name it. Benefit: I can proactively spot red flags before a renewal convo even hits the calendar. No more "I didn't know they were unhappy" panic attacks. Solution: Automated Playbooks, Email Cadences, and CTAs help CSMs scale without sounding like robots. Benefit: I stay in touch consistently, personalize at scale, and save brain space for strategic convos instead of repetitive admin work. My KPI game? Leveled up. ### 21. Gainsight perfect tool for manager and for managing customers! **Rating:** 4.5/5.0 stars **Reviewed by:** Stephen C. | Customer Success Technical Architect, Enterprise (> 1000 emp.) **Reviewed Date:** April 07, 2025 **What do you like best about Gainsight Customer Success?** Gainsight Customer Success is a powerful platform designed to help us proactively manage customer relationships, reduce churn, and drive growth. One of the most helpful aspects of Gainsight is its ability to centralize customer data from multiple sources into a single, actionable view. This enables Customer Success Managers (CSMs) to better understand customer health, track usage trends, and prioritize outreach based on risk or opportunity. As a Customer Success Technical Architect, I like the 360 degree customer view which helped to understand the customer status, but also helps to gather the information and improve the team collaboration for the decisions. **What do you dislike about Gainsight Customer Success?** Sometimes, the UI/UX might be complicated to find the buttons. I think some improvement could be done to customize and the access to some of the features and connectors to other tools like Tableau for example. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Visibility into Customer Health with the management Churn and Missed Growth Opportunities ### 22. My Gainsight **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Gainsight Customer Success?** it provides deep insight of data to plan the budget and marketing strategy **What do you dislike about Gainsight Customer Success?** The product is costly and ROI factor is disruptive in making decision **What problems is Gainsight Customer Success solving and how is that benefiting you?** its provides insight from single customer to region & cluster for whole organization ### 23. Very good experience, good product and support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** May 22, 2026 **What do you like best about Gainsight Customer Success?** Meeting strategic requirements to help manage our customer relationships **What do you dislike about Gainsight Customer Success?** Cross field validations, conditional validations **What problems is Gainsight Customer Success solving and how is that benefiting you?** Managing customer success process ### 24. Mt experience using Gainsight NXT as a CSM **Rating:** 4.5/5.0 stars **Reviewed by:** John V. | Enterprise Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2025 **What do you like best about Gainsight Customer Success?** I have been using Gainsight for more than 3 years now in different companies I have worked for. Gainsight has been an invaluable tool in helping me manage my accounts effectively. I like the timeline and cockpit feature. These are the two key components of Gainsight I use the most Timeline allows me to captures all customer interactions in one place, makes it easy, not only for me but also other stakeholders involved to track conversations, meetings, and key milestones. And Cockpit allows me to manage all my tasks and customer activities. Playbooks are extremely useful. It also helps me prioritize follow-ups, track progress of renewals, and stay on top of account health. Overall, it acts like a centralised data repository for better account understanding and enables easy teamwork across sales and CSM teams I am also liking the copilot feature on Gainsight **What do you dislike about Gainsight Customer Success?** While Gainsight is a powerful tool, there are a few areas where it could improve I waste so much of my time to update CTA - meaning it requires too many clicks. We use a Success Plan tab to keep track of customer use cases, it is very clunky, not at all user friendly and the options take time to load. The UI for Success Plan can be made better More APIs for integration would be helpful - ServiceNow or Jira. As of now it only integrates with Salesforce I train new CSM hires and the platform can be overwhelming for new users due to its many features and customization options. It takes some time to learn and fully leverage all the features **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight for me is a one-stop destination for all my customer data. I get a 360 degree view of all the 25 accounts I handle. I am able to automate alerts and monitor health scores to identify at-risk accounts. I can streamline task management for efficient follow-ups. It also improves collaboration across teams and simplifies reporting, making it easier to track success metrics and drive better customer outcomes. My renewal rate is at 93%, thanks to Gainsight for that ### 25. 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. ### 26. Copilot Integration Elevates Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Madalina E. | Inside Sales France, Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2025 **What do you like best about Gainsight Customer Success?** The fact that they integrated copilot to help with our customers **What do you dislike about Gainsight Customer Success?** the fact that i always need to get add-ons **What problems is Gainsight Customer Success solving and how is that benefiting you?** It's helping me keep tabs on what my customers are doing ### 27. Gainisght is unmatched and strives to deliver! **Rating:** 4.5/5.0 stars **Reviewed by:** Carol K. | Sr. Manager Customer Success Operations, Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2024 **What do you like best about Gainsight Customer Success?** 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. **What do you dislike about Gainsight Customer Success?** 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. **What problems is Gainsight Customer Success solving and how is that benefiting you?** First and foremost is customer visibility for our CSMs and other practitioners on the post-sales side of the organization. For these users we have a single 360 view with insights into product adoption, customer health/sentiment, risk, and activities. In addition, we can now be proactive in how we trigger action from our CSMs rather than be completely reactive to inputs from the customer. The proactive actions are also enhanced in Gainsight by the ability to create workflows through rules, JO and other features. Lastly, we suffered from a lack of reporting and analytics which Gainsight now helps to provide valuable insights from the data integrations, reports, and dashboards. ### 28. Using Gainsight to Guide Our CS Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2024 **What do you like best about Gainsight Customer Success?** Starting to see AI features get rolled out! **What do you dislike about Gainsight Customer Success?** Gainsight's new AI functionality has exciting potential, however, it seems like improvements to the tool have been few and far between. GS Copilot feature rollouts for larger analysis would be particularly helpful for our leadership teams. Currently, Copilot seems like it works best for individual account analysis and call prep. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It allows us to document our clients goals and progress them to completion. It allows us to midigate risk in our clients by picking up on automated and non-automated risk indicators. ### 29. Gainsight TOP CRS **Rating:** 5.0/5.0 stars **Reviewed by:** Rohit K. | Customer Success Executive, Enterprise (> 1000 emp.) **Reviewed Date:** February 25, 2025 **What do you like best about Gainsight Customer Success?** 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 **What do you dislike about Gainsight Customer Success?** Nothing as of now as it has been improving regularly **What problems is Gainsight Customer Success solving and how is that benefiting you?** It is a future for better customer relation Helping us track every aspect Manages increased customer volume efficiently. Integrates with platforms like Salesforce for insights. Identifies accounts needing attention. Tracks interactions to improve retention. Monitors non-payments to minimize revenue loss. ### 30. 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 ### 31. 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 ### 32. Gainsight Customer Success Application **Rating:** 5.0/5.0 stars **Reviewed by:** Anish Kumar V. | Customer Success manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2025 **What do you like best about Gainsight Customer Success?** Ease of accessing the Customer data, deliverables and support tracking mechanism **What do you dislike about Gainsight Customer Success?** CTAs are usually triggered at account level. IF Specific CTAs can be triggered at Sub organization level, it will help avoid manual work to filter each sub org and analyze for which sub org the CTA is triggered for **What problems is Gainsight Customer Success solving and how is that benefiting you?** Customer data is fragmented across different applications ranging from CRM to Support portal. Gainsight integrates with all of these applications across the customer lifecycle and acts as a single source of truth ### 33. A Powerful Hub for Scaling Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Mike M. | Program Manager, Digital Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** September 19, 2023 **What do you like best about Gainsight Customer Success?** 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. **What do you dislike about Gainsight Customer Success?** Appending data rather than overwriting data can be a difficult process - would like to see this feature built out more! **What problems is Gainsight Customer Success solving and how is that benefiting you?** I use Gainsight CS to power our Digital Customer Success strategy, leveraging automation and data to engage customers at scale. From usage-based email journeys to in-app messaging through PX, it helps us deliver the right resources at the right time, driving adoption and retention. Plus, it keeps our customer data clean and organized, ensuring we reach the right people with the right message. It’s an essential tool for scaling CS without losing the personal touch. ### 34. A must have for Customer Success Managers and Ops **Rating:** 5.0/5.0 stars **Reviewed by:** Ester M. | Customer Success Operations, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Gainsight Customer Success?** 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. **What do you dislike about Gainsight Customer Success?** 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. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Our customer base is big and variegated in terms of revenue, localization and approach to our SaaS solution. Our way of working is fast and dynamic, so we require a platform easy to adapt, upgrade and revert whenever needed. Gainsight is now used by many departments beyond Customer Success, including Finance, Support, Marketing, Product, Partner Management, Solution Consulting, etc. as it can give a full overview of our customer base in a single place (C360) and allows every user to dig deeper in data simply using the dashboards. Gainsight is used on daily basis by CSMs, while is consulted monthly by mid- and upper-management. Journey Orchestrator email automation helps the Customer Success team to reach many customers at once (mainly the Digital segment) and Marketing/Event teams with mass communication or invitations to webinars and events. ### 35. Your customer's world - at your fingertips **Rating:** 5.0/5.0 stars **Reviewed by:** Megan P. | Senior Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2023 **What do you like best about Gainsight Customer Success?** 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. **What do you dislike about Gainsight Customer Success?** 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. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS is helping me to address the problems of strategic planning, roadmaps, milestone management, and lifecycle tracking. Through gainsight I can see contract renewal/end dates at a glance, track calls to action that are generated manually based on needs of my client or by my leadership team based on triggers they set (such as a marketing campaign or high-awareness activity). It's intuitive, thorough, and functional. ### 36. The best way to organize your accounts **Rating:** 5.0/5.0 stars **Reviewed by:** Julia S. | Associate Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Gainsight Customer Success?** 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. **What do you dislike about Gainsight Customer Success?** 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. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Unfortunately, I am relatively new to my role, so I have not gotten the opportunity to dive in directly with how we are using Gainsight to overcome business challenges. However, because I am a new CSM with a large number of accounts, Gainsight has benefitted me by allowing me to get up to speed quickly on all of my accounts and organize them in a central location. ### 37. Helps make customer marketing a breeze **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** April 18, 2025 **What do you like best about Gainsight Customer Success?** In my role, it is most helpful to have a one-stop-shop for all the background I need about a customer and their interactions with our organization, and the tools and products we provide. I have detailed information available when I need it, which makes my job easier. **What do you dislike about Gainsight Customer Success?** As with any record-keeping tool, or indeed most software products in general, the general rule of "rubbish in, rubbish out" applies. So the downside of Gainsight Customer Success lies primarily in the requirement to keep data updated within the system, which can be a challenge in a large organization with many points of customer connection. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Working in Marketing, the fundamental problem that Gainsight Customer Success helps me solve is having accurate, up-to-date information about customers my organization works with, and more specifically, what successes and challenges they are having with our tools, and who I can contact to discuss these. Gainsight Customer Success is a great benefit in my work as it allows me to find the information I need quickly and easily, and apply that information to the work I do. ### 38. Reports and analytics that simplify the work **Rating:** 4.5/5.0 stars **Reviewed by:** Mariana A. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2025 **What do you like best about Gainsight Customer Success?** Reports and analytics make my work decidedly easier. **What do you dislike about Gainsight Customer Success?** Sometimes the numbers reported in the reports are not entirely accurate. **What problems is Gainsight Customer Success solving and how is that benefiting you?** I am able to save time in my work and have a clear and well-defined overview of my clients' progress. ### 39. Powerful Tool for Enterprise CS Teams with room for UX Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Briony A. | Enterprise CSM, Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2025 **What do you like best about Gainsight Customer Success?** Gainsight is a powerful and customisable platform that’s helped bring consistency and structure to our customer success motion. I’ve found the tool extremely useful for day-to-day account management, tracking health and staying on top of renewals and customer engagement. It is customisable by individual CSM whilst providing consistency for leadership oversight in specific areas. **What do you dislike about Gainsight Customer Success?** The main area for improvement is the user interface, while feature-rich, it can sometimes feel unintuitive or overly complex, particularly for new users or those outside of CS. A more streamlined, user-friendly design would go a long way in improving adoption. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Single source of truth for all customer information ### 40. 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. ### 41. Seeing lots of efficiency gains 6months into using Gainsight **Rating:** 4.5/5.0 stars **Reviewed by:** Leah G. | Senior Operations Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2025 **What do you like best about Gainsight Customer Success?** the ability to set up automated CTAs for our CSMs to be more proactive. Ease of logging customer communication. From the operations side, reporting is more accessible and running NPS and CSAT is more streamlined. **What do you dislike about Gainsight Customer Success?** I find that to get the full value from gainsight it's important to have a highly trained Gainsight Admin internally. We are extremely lucky to have one who teaches us best practices and tips & tricks everything. **What problems is Gainsight Customer Success solving and how is that benefiting you?** From an operations perspective we are more streamlined and can report on outcomes quicker and easier. There is greater visibility for CSMs working on mutli regional accounts through Gainsight which benefits the whole business. ### 42. Best in Class - Gainsight **Rating:** 5.0/5.0 stars **Reviewed by:** Felicia R. | President/Owner, Enterprise (> 1000 emp.) **Reviewed Date:** March 24, 2025 **What do you like best about Gainsight Customer Success?** As a customer success professional with managing Digital Touch for over 4K accounts. We use Gainsight to monitor onboarding, usage, communications and risks. Collaboration and visibility are crucial and that is where, dashboards, tasks, and Timeline help us all. The easy integration with Salesforce and Tableau help us share data insights that are timely. The 'Cheat Sheet' just took our work to the next level. **What do you dislike about Gainsight Customer Success?** At the moment our outgoing emails are not working properly, and we would not have visibility on which are being opened. The ease of implementation and utilization by our teams has been a value add. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is solving for interdepartmental teams visibility and proactive customer account management. ### 43. Up to date visibility on all of my accounts **Rating:** 4.5/5.0 stars **Reviewed by:** Pablo M. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 07, 2025 **What do you like best about Gainsight Customer Success?** The ability to use it for proper forecast for my accounts - are they going to renew, and is there upgrade potential? As a result, I use the tool daily. Also - how easily accessible all of the data is for respective accounts, which is possible due to several integrations. **What do you dislike about Gainsight Customer Success?** Perhaps it could be simpler from a data or dashboard perspective, but maybe this relates to how our team implemented it. It can feel overwhelming at times. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It's giving regularly updated data on customer usage and compiling it all in a very accessible manner, so I can make accurate forecasts for all of my accounts. I can also quickly identify churn risk & upsell opportunities. ### 44. Great Tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Nicolas G. | Customer Success Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2025 **What do you like best about Gainsight Customer Success?** It's awesome to have a whole view of your customer's portfolio. It has a lot of metrics that is very helpful in the daily operations. **What do you dislike about Gainsight Customer Success?** I don't see anything to upgrade in the system. **What problems is Gainsight Customer Success solving and how is that benefiting you?** To help organize my routine and to see what has been done with the clients. ### 45. Gainsight - Customer Success Review **Rating:** 5.0/5.0 stars **Reviewed by:** Shivam V. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about Gainsight Customer Success?** 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. **What do you dislike about Gainsight Customer Success?** Sometimes the widgets or the screens do not update quickly which makes it harder to review exactly what was completed and what wasn't. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight Customer Success allows me to progress within my role by providing me with high-level and detailed account level information in one central location. I can see active license details, expiration dates, and the client's current health score in one screen. ### 46. Gainsight is a helpful tool. **Rating:** 4.5/5.0 stars **Reviewed by:** FEBIE G. | CLIENT SUCCESS ADVISOR, Enterprise (> 1000 emp.) **Reviewed Date:** September 23, 2024 **What do you like best about Gainsight Customer Success?** What I like the most about Gainsight is it makes it easier for me to search and access the account details of my clients. It also becomes a powerful tool because it provides me dashboards which help me keep track of my activity history and tasks. **What do you dislike about Gainsight Customer Success?** The only downside of Gainsight which I've experienced is the slowness of the system and the lagging issues. Other than this, I haven't experienced anything else. **What problems is Gainsight Customer Success solving and how is that benefiting you?** As a Client Success Manager, this tool has been helping me a lot when managing my client portfolio. It basically solves my issues regarding data management and visibility. ### 47. Feedback after some couple of month of Gainsight utilization. **Rating:** 4.5/5.0 stars **Reviewed by:** Stefano c. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 12, 2025 **What do you like best about Gainsight Customer Success?** 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. **What do you dislike about Gainsight Customer Success?** 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. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight provides a thorough view of customer health, which is extremely helpful as it eliminates the need to navigate through various other systems. ### 48. Comprehensive platform for managing customer success **Rating:** 5.0/5.0 stars **Reviewed by:** Sara H. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2025 **What do you like best about Gainsight Customer Success?** I appreciate the ability to customize dashboards in order to analyze customer data and how integrated the platform is with our other systems. Very easy to log emails and to view colleague interactions with shared customers. I use Gainsight on a daily basis for logging customer communications. **What do you dislike about Gainsight Customer Success?** There is an initial steep learning curve for customizing your filters, etc. on your dashboards, however, the Customer Support is excellent and helps bridge any gaps in knowledge. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Our team needed one platform to serve as our "one-stop shop" to viewing KPIs and other analytics for our client accounts. Gainsight is proving to be a valuable asset as it limits the number of systems we have to visit in order to view information. ### 49. First Impression of Gainsight **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Gainsight Customer Success?** It allows you to see dashboards from many sources like tableau and domo in one place, providing insights on customer trends and tracking key metrics that indicate how satisfied or at risk a customer is. **What do you dislike about Gainsight Customer Success?** The user interface is not as intuitive to navigate for new users and i'm not entirely sure how to use it to log and track key/strategic customer meetings. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It helps us streamline processes to ensure customers successfully adopt and use our products or services. It also helps in identifying opportunities to renew contracts or expand customer accounts. ### 50. Great Tool for Cross-Departmental Collaboration **Rating:** 4.5/5.0 stars **Reviewed by:** John S. | Senior Content Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2024 **What do you like best about Gainsight Customer Success?** I took on our case study process unexpectedly last year, and was absolutely thrilled to get access to GS having seen it in action before. From a visibility standpoint, the tool is super easy to use and provides me a ton of insight into a user's account in just a few seconds. I'm able to pull up specific information I never had access to before. From my position still working on customer testimonials, it's vital to understanding our users, their needs, and what they love about our product. **What do you dislike about Gainsight Customer Success?** I can't think of anything, honestly. I've had a great experience with GS. **What problems is Gainsight Customer Success solving and how is that benefiting you?** GS provides me great insight into how our users are using our product. As someone responsible for working with CS to identify users for testimonials, this level of intel is much, much more than I've had access to before and is tremendously valuable. ## 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?login_required=true&page=3&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+17%3A33%3A05+-0500&secure%5Bsession_id%5D=cc1ad176-36bf-4929-84c2-4f0bb7c506f5&secure%5Btoken%5D=ca068d88f12f2fcf9696e0bf9408fe346c68ef4dad35e369d95c4ffc982160eb&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)