--- title: Gainsight Customer Success Reviews meta_title: 'Gainsight Customer Success Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1754 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: 1754 scale: '5' date_modified: '2026-08-07' 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:** 1,754 ## 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. Everything in one place **Rating:** 4.5/5.0 stars **Reviewed by:** Beatrice B. | Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Gainsight Customer Success?** Gainsight gather all the information needed for a customer success organisation to function. it saves time to my team as it gathers key information and insight into our customer portfolio. **What do you dislike about Gainsight Customer Success?** It can be as good as the information and the systems it is linked to **What problems is Gainsight Customer Success solving and how is that benefiting you?** It solves the problem of finding relevant information and put all this information in one place thus saving time to my team. ### 2. Gainsight has enabled us to drive awareness and deliver desired outcomes for our customers **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2023 **What do you like best about Gainsight Customer Success?** Gainsight has established itself as an industry leader in Customer Success. Their platform is built with CS in mind and they have resources available to help by sharing best industry practices and methodologies beyond their product. They were also ready to help out with a completely disconnected problem as my company was looking for an integration partner, their Dev team met with ours to share lessons learned and that solidified their partnership with us. Our CSM is very responsive and resourceful in connecting us with the right people and provide guidance where necessary. Finally, their solution has a lot of features that make our jobs easier and push us to evolve as a group. I love how it can easily integrate and pull in data from SalesForce and other sources. Their Data Analytics engine is very good, might need some minor tweaks, but overall it's very user friendly and useful. **What do you dislike about Gainsight Customer Success?** Their implementation process needs to be improved. Our initial implementation didn't go great, and even after re-implementing it we were still misusing the product and not getting full value for it. Up until a year ago, I felt we were using it as a task-keeping tool and not getting value from their most important features. Our latest experience after purchasing a new module wasn't great either. We ended up not using all of our hours for the implementation and still somehow ended up with a laundry list of things left to be done. The project management and expected outcome methodology can be improved to deliver a better customer experience. Reporting can also be improved. The vast majority of data is not easily consumed in the dashboard/reporting functionality and it would need a better integration with an external BI tool, such as PowerBI. It has some integration with Tableau, but that too is somehow limited and complex to configure. **What problems is Gainsight Customer Success solving and how is that benefiting you?** How are our customers doing? - It helps to solve this problem by bringing in various data into Gainsight and establishing scorecards for easier overview for at-risk accounts. Are our customers getting full value out of their products? - Besides the scorecard module, we can report on successful "Success Plans" and their corresponding CTAs and if they were impactful. ### 3. Gainsight has been the quarterback of my own CS Success **Rating:** 4.5/5.0 stars **Reviewed by:** Jeremy D. | Account Executive, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2023 **What do you like best about Gainsight Customer Success?** The customer insights, task planning, pretty dashboards and easily accessible data have all made daily use and CS a breeze **What do you dislike about Gainsight Customer Success?** It's possible that management adds too much, which can lead to too many clicks **What problems is Gainsight Customer Success solving and how is that benefiting you?** MY CSM Summary page lets me see all the appropriate data needed before attempting any contact with a customer. And colour coding makes it quite visible as to whether or not they are likely to renew ### 4. A One Stop Shop For All Our Needs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gainsight Customer Success?** Gainsight CS has a wide range of product functionality coupled with an easy to use interface. Our GTM teams rely heavily on Gainsight CS for tracking attainment against core KPIs, account prioritization, having a centralized place for all relevant data/info for an account, and so much more. As an Admin, one of my favorite product features is data designer, which is an easy way to bring multiple data sources together, transform data, and conduct complex analysis with relative ease. It also helps us create custom objects that store critical account data and surface these in reports and dashboards for our team. We also use Gainsight CS for many of our scaled customer solutions including automated customer emails, customer surveying, internal readouts and digests, etc. The product meets so many of our needs as an organization. Additionally, the product support and community are next level! **What do you dislike about Gainsight Customer Success?** There are a few minor product functionality limitations that we run into from time to time. For instance, with Journey Orchestrator programs it is nearly impossible to pause and edit an existing program. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We use Gainsight for building and measuring CS team KPIs We also use it to help identify risk (Account Health), which ultimately helps us improve our retention rates ### 5. Great Product, Consolidates Information, Simplifies Account Management **Rating:** 4.5/5.0 stars **Reviewed by:** Harvey R. | Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gainsight Customer Success?** There is a lot to like about GS, from the insights and ease of access to all your customer account information to being able to get metrics on usage trends, etc. The calendar sync is amazing, it makes logging customer interactions so much easier. The integration into Gmail, with being able to auto associate interactions to customer accounts from Gmail. Playbooks and automated email responses, the list can go on. I use this every day to support my customers, input data, build insights, and make sure I am keeping on track to maintain my customer's success. **What do you dislike about Gainsight Customer Success?** I haven't found anything so far that I dislike. I have experienced a few small bugs that have been remedied, but overall I really enjoy the GS experience. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Honestly having a wealth of information all in the same place, which is quick and easy to navigate too. The ability to get trend analysis, positive and/or negative. Helps with day to day efficiencies when it comes to logging customer interactions, with the calendar hook up or the Gmail extension, makes logging interactions quick and easy. ### 6. Helpful CS Management Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Public Policy | Mid-Market (51-1000 emp.) **Reviewed Date:** January 23, 2024 **What do you like best about Gainsight Customer Success?** It's a great place to track your engagement with clients and understand what the next step for success looks like. **What do you dislike about Gainsight Customer Success?** It seems the only place to grab statistics is by creating dashboards, which can take extra effort for the untrained. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It's very easy to log engagements with the calendar feature so tracking relationship is much easier than with other solutions. It's great to know that I have an accurate record of my past engagements to report what I've accomplished and the projects my clients are making progress on. ### 7. Gainsight has a great technology and even better community to support our CC Organization **Rating:** 5.0/5.0 stars **Reviewed by:** James D. | Customer Experience Operations Manager (Certified Gainsight Administrator), Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about Gainsight Customer Success?** The ability to tie all of our CX data into one centralized location. Product Usage, Support, Sales, Professional Services, LMS & Marketing Data. With all of this data located in one place, we're able to make strategic and proactive decisions that best serve our customers as a whole and individually, primarily through our health scorecard. **What do you dislike about Gainsight Customer Success?** Not being able to send email snapshots of dashboards. The powerpoint is messy and has too many pages to consume for executives. **Recommendations to others considering Gainsight Customer Success:** Evaluate how clean your own data is in the sources you wish to use and take action on in Gainsight. Gainsight is a great tool and helps you have more time for being reactive. But without clean data, all systems are useless. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Ability to assess where a customer is along the customer lifecycle journey and what their current and previous health and trajectory are. Because all of our customer lifecycle data is integrated into Gainsight, you could be entirely new to an account, review their account page and understand their usage, strategic goals, ROI, and accomplishments within minutes. It helps us especially with being predictive when it comes to customer revenue and churn. ### 8. Innovative Product **Rating:** 5.0/5.0 stars **Reviewed by:** Gabriela A. | Sr Analyst-Prog & Proj Mgmt, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about Gainsight Customer Success?** Gainsight allows CSM's to manage their book of business effectively and efficiently. **What do you dislike about Gainsight Customer Success?** Some product may be difficult to set up within gainsight. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Easy view access to dashboards with important data ### 9. Highly valuable took to get a pulse check on potential red accounts **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 16, 2024 **What do you like best about Gainsight Customer Success?** - great visibility on how clients use the platform - indicators of red accounts straight into Salesforce with a seamless integration - really easy to use - allows sales reps to identify opportunities at scale to upgrade (land and expand) accounts without back and forth with CS. - fairly easy to roll out and implement **What do you dislike about Gainsight Customer Success?** - lacks more high-level indicators and deeper analysis to flag out critical moments **What problems is Gainsight Customer Success solving and how is that benefiting you?** we were trying to identify clients that drop their platform usage before they turn into a red account, allowing us to improve the overall relationship and protect the revenue. ### 10. Robust platform for scaling Customer Success! **Rating:** 4.0/5.0 stars **Reviewed by:** Zack S. | Program Manager, Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2023 **What do you like best about Gainsight Customer Success?** The most helpful components of Gainsight are the centralization of customer data into the C360, the flexible reporting/dashboarding, and the sophisticated Journey Orchestration capabilities. The JO Module allows you to build out complex journeys via email & in-app with scheduled sends & conditional logic. This has allowed us to build a digital-led CS motion augmented by human CSMs. **What do you dislike about Gainsight Customer Success?** Gainsight can be very complex to configure, it requires integrations with a number of data sources in order to be regarded as the "source of the truth" for CSMs. From a Journey Orchestrator standpoint, the UI/UX is not intuitive and takes quite some time to ramp up. We have experienced delays in email sends and a lack of visibility into email engagement data. A specific example recently where we were disappointed is that Gainsight rolled out the ability to log JO Emails to the Customer Timeline but failed to make that a reportable value on the Activity Timeline object. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight allows us to engage at scale via digital motions (namely email) which is very beneficial to our organization. It also allows us to create sophisticated health scores to identify risk in advance of renewal dates. ### 11. Ahead of the game is an understatement. Gainsight reinvents the game. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a powerful tool that allows you to bring in any and all customer information in order to display, digest, and strategically act upon it. It can simultaneously assist in your scaled CS efforts as well as support highly strategic CS motions such as risk mitigation, upsell/cross-sell opportunity highlighting, and powerful reporting and dashboard capabilities make it easy to view the impact of these actions. Having administered multiple Customer Success platforms in my career, I can say without a doubt Gainsight is the best. Not only that, but they are continuously innovating on an already industry-leading platform. **What do you dislike about Gainsight Customer Success?** There can be various product quirks that make things a bit more difficult or unintuitive and the support can sometimes leave something to be desired but having a COM makes any support needs infinitely easier. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is very helpful in our scaled CS efforts and allows us to proactively communicate to our customers if they fall below certain thresholds. It also provides great visibility into our customer's product usage to identify potential risk or opportunity. ### 12. Gainsight is a must have strategic and data driven tool for CS! **Rating:** 5.0/5.0 stars **Reviewed by:** Katrina L. | Enterprise (> 1000 emp.) **Reviewed Date:** October 23, 2023 **What do you like best about Gainsight Customer Success?** Gainsight has been instrumental in providing our CS organization a holistic view of our customers, their health and highlights the actions CS should take to drive business outcomes. **What do you dislike about Gainsight Customer Success?** While Gainsight has been great in general, I am looking forward to improvements in data management/API capabilities and Global Search and Gainsight Assist functionality. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is bringing 18+ data sources in to one view to get a end to end look at our customer base which enables easy conversations with the customer and saves hours upon hours of CS professionals having to swivel chair. ### 13. Gainsight for the Win! **Rating:** 5.0/5.0 stars **Reviewed by:** JP P. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2023 **What do you like best about Gainsight Customer Success?** Gainsight CS has allowed our business and Customer Success team to double down on the level of focus we put into our customers journey. Introducing a single pane of glass / window into our customers health, status and information has been beyond helpful in our overall success. **What do you dislike about Gainsight Customer Success?** Integrations between other software platforms can become a little labrious to manager. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight aggregates so much customer information for us. We use several software platforms to manage our business and Gainsight has helped us in gaining insight into our customers when we need it. ### 14. Gainsight is a win! **Rating:** 4.5/5.0 stars **Reviewed by:** Yarleen K. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is the right answer for us. The complexities of our org and the million tasks of our CS team calls for a CRM that can deliver, both in reducing our CS admin time and connecting all our systems. GS delivers on this! It allows us to scale and automate in the same system as well. **What do you dislike about Gainsight Customer Success?** It has a steep learning curve due to it's complex structure, but we are a customee with a complex stack so it's natural. GS has a ton of training that helps. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Ease if CRM admin work. Super excited for the AI enhancements! ### 15. Excellent Platform for Customer Success teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Enterprise (> 1000 emp.) **Reviewed Date:** April 15, 2024 **What do you like best about Gainsight Customer Success?** Journey Orchestrator and Playbooks are extremely useful in ensuring a standardized experience for our customers. We are just getting into using surveys so we are excited about the insight that will bring us. **What do you dislike about Gainsight Customer Success?** The reporting functionality is very limited. Data Designer is also difficult to adjust when new fields need to be added up stream. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Problem: Providing a seamless, standardized experience for our customers regardless of the lifecyle phase they are in. Gainsight allows for more automation throughout our team. ### 16. Love the UI and how it helps me with customers! **Rating:** 4.5/5.0 stars **Reviewed by:** George W. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2023 **What do you like best about Gainsight Customer Success?** You really feel from the UI and functionality that it's specifically tailored to CSMs. The cockpit and dashboard features are clear and give me the best information whilst the playbooks are easy to create and deploy. **What do you dislike about Gainsight Customer Success?** The next stage would be for GS to start making insights and recommendations to me. Telling me when I haven't put a note on an account for a while or suggesting that based on facts that two accounts are similar and may be worth discussing. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Helping me build long term plans to collaborate with my customers. ### 17. For the LOVE of Gainsight NXT **Rating:** 4.0/5.0 stars **Reviewed by:** Amanda N. | Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2023 **What do you like best about Gainsight Customer Success?** Gainsight provides the best overall view of a customer and that best way to support the customer through data insights and customer collaboration. **What do you dislike about Gainsight Customer Success?** The administration fucnitonalities within Gainsight can be a little more than challenging at times. Would love to see some enhancements around Gainsight Administrative reqsponsiblities. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight solves our probelms by the ability to track customer collaboration through Call to Actions and data intelligence. Our teams uses fetures such as C360, R360 and Call to Actions to drive customer succes and overall internal collaboration. ### 18. A MUST have for scaling CS Orgs and CS Operations teams! **Rating:** 5.0/5.0 stars **Reviewed by:** Shannon M. | Customer Success Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2022 **What do you like best about Gainsight Customer Success?** I am a CS Ops professional and have been a Gainsight admin for over a year now, and it's incredible what this system can do to help your CS Org achieve its goals through both out-of-the-box functionalities as well as customized solutions. The is almost nothing this tool can't do, and the flexibility to build customization for your processes is top-notch. Product: - C360 and Timeline view can pull in endless data about your customers, track all conversations/milestones, and help your teams prepare for quality conversations with customers and view it all in one place - Dashboards feature offers a variety of pre-built dashboards that provide CSMs with insights into customer engagement, product adoption, and renewal rates. We have also created tons of custom dashboards to track specific metrics that are important to not only our CS team, but Product, Account Management, Marketing, and Partnerships teams. - Playbooks have been instrumental in standardizing our processes for scaling and we have several teams within and outside of CS benefiting from them and loving the customization it provides. - Journey Program Automation has helped us scale with 1:many communications to streamline customer engagement. - Integrations are plentiful and have been key to our success! Gainsight CS integrates with a variety of other business applications, including CRM, help desk, and marketing automation software. This allows CSMs to access all of their customer data in one place and automate tasks across multiple systems. In addition to SFDC, we LOVE the Gong, Zendesk, and Gainsight PX integrations. If you are looking for a comprehensive solution to help you improve customer engagement, adoption, retention, and growth, then Gainsight CS is the ONLY option to consider! **What do you dislike about Gainsight Customer Success?** Support wait times can take a while, but if you submit via the form on their support page you can choose the severity to escalate it, whereas if you email support@gainsight.com I believe it defaults to "Normal" or low priority. Also, this is not a "dislike" about the product or services, but it's important to note that if you are a large, scaling organization you should invest in hiring a full-time Gainsight admin, as administering the system and making new configurations is a job in and of itself! There is so much to learn and so much the system can do, so the investment is well worth it. **What problems is Gainsight Customer Success solving and how is that benefiting you?** - Allowing us to gain deeper insights into our customer's product usage and health scoring metrics, and enabling our team to be more proactive at identifying and mitigating churn risk. - Allowing our CSMs to provide personalized service and address customer issues quickly and efficiently with Calls to Action and all customer data in one place. - Streamlined book of business management for our CSMs. They know which customers to focus on now, next, and later which has been critical given our team manages a high volume of customers per rep. Gainsight CS automates many of the tasks that CSMs typically perform, which frees up their time to focus on more strategic activities. - Allowing us to collaborate with other departments within our organization, such as sales, marketing, product, and partnerships. It is now a CS only platform! ### 19. Gainsight: Straightforward guidance within an ever-evolving industry! **Rating:** 4.5/5.0 stars **Reviewed by:** Ryan B. | Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Gainsight Customer Success?** Gainsight does a great job of letting me know what is coming up and allowing me to set a much-needed schedule for myself. It tracks my activities on a daily basis. **What do you dislike about Gainsight Customer Success?** I wish there was more integration with Gainsight within Google Calendar. If it could sync my tasks that are due, I could have another layer of organization that will allow me better planning and delivery of my Call to Actions! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Organizing and settinga more linear path for me when it comes to delivering Customer Success ### 20. Gainsight - So powerful for CS professionals **Rating:** 5.0/5.0 stars **Reviewed by:** Naim F. | CSM, Computer Networking, Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Gainsight Customer Success?** The most helpful thing I would say is the dashboard and customer 360 where I can see all of my accounts from a single pane of glass. It's easy to use and easy to access also simple to navigate right from the click of a home button. **What do you dislike about Gainsight Customer Success?** The filters feature on the my CTA's. Sometimes I can't see previous CTA's. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS helps me from a customer success & retention perspective, it allows me to live update my accounts and update accurate information as I get it on the scorecard. ### 21. The Gainsight Team has been helpful and insightful on adopting best practices **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Gainsight Customer Success?** The Support Team is very responsive, and our CSM is very knowledgeable. The CS Team is helpful in gettng one to one CSA helps as well. **What do you dislike about Gainsight Customer Success?** Nothing at the moment. So far we have liked all aspects of the customer success platform. **What problems is Gainsight Customer Success solving and how is that benefiting you?** helping us to be proactive with our customers to avoid Churn. ### 22. Love using Gainsight CS **Rating:** 5.0/5.0 stars **Reviewed by:** Philipp U. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2023 **What do you like best about Gainsight Customer Success?** Its simple and intuitive to use. Love the interface and the way it is able to aptly connect with all of the other tools I'm using **What do you dislike about Gainsight Customer Success?** Would love to see a bit more UI customization. Particularly something like Dark mode **What problems is Gainsight Customer Success solving and how is that benefiting you?** Helping me to manage my pipeline as well as connect with other client success tools I'm using. ### 23. Gainsigt - Customer Success possible **Rating:** 4.5/5.0 stars **Reviewed by:** Ramu R. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2023 **What do you like best about Gainsight Customer Success?** Data capabilities Analytical Capabilities JO analytical Scorecard Gainsight support response rate Gainsight Csm response **What do you dislike about Gainsight Customer Success?** Sometimes multiple steps to build. Data designer small change, need to start from strach. Tenant id should be available on top or at the support access page **What problems is Gainsight Customer Success solving and how is that benefiting you?** Automate CTA, journey arc, powerful rules engine, data designer and scorecard ### 24. Gainsight Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Nishanthini B. | Gainsight Administrator - CSM Enablement Operations, Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a one stop shop tool for Customer Success where it helps to run theri book of business. It's powerfull tool where we can bring the data from multiple sources to have it as one stop shop for Customer Success. There are so many features that helps admin to configure the automation so that the CS can make most out of GS functionality as possible. **What do you dislike about Gainsight Customer Success?** The least helpful about GS is the email template editor. We would like to send well formatted email templates to our customer however we have been facing some issues with template editor where the level of farmat differnece between outlook in PC vs Mac. GS has to improve this functionality so that our customers wouldn't be wired about reading our automated emails. Other than that Gainsight is a great tool and they have been improving a lot and its great to use Gainsight on a daily basis. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS is solving most of our problems and being very productive and responsible. They're reachable and willing to listen/help any issues. Always welcomed out input and feedback. It has been great experience with Gainsight CS. ### 25. Gainsight is worth all the hype **Rating:** 5.0/5.0 stars **Reviewed by:** Caity S. | CS Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2023 **What do you like best about Gainsight Customer Success?** Gainsight has moved us from a reactive CS organization, to driving business outcomes with our Customers. We have the ability to demonstrate their adoption, base-line them in comparison to others in their segment, and document their outcomes without needing to leave the platform. **What do you dislike about Gainsight Customer Success?** The only challenge the I have it with the administration, and sometimes it can take a while to configure things. This is more a user issue than a product issue. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight allows us to have a holistic view of the customer, in one consolidated dashboard. It allows me as a leader to measure my teams success in their role as well. ### 26. CS Operation Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2021 **What do you like best about Gainsight Customer Success?** The ability to gather the data and create usable dashboards for many different situations or teams (leadership, high touch CSM, tech-touch CSM, etc.) **What do you dislike about Gainsight Customer Success?** Since NXT is still relatively new, some quirky UI issues pop up or a feature you might expect to be available (e.g., exporting the list of licenses of the user management page). However, there are usually ways to work around those shortcomings, and Gainsight actively listens to its customers to add requested features. **Recommendations to others considering Gainsight Customer Success:** Make sure you research where your data is coming from and the "Source of Truth" of that data. Cleanse it as much as possible, so upon rollout/implementation, you know you're working with the best information possible. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Our CSMs were generally living in Salesforce and using data out of there. We are working towards having everything a CSM needs in our Gainsight platform and providing them with quick, digestible data. ### 27. Ideal CSM tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2023 **What do you like best about Gainsight Customer Success?** More than just one thing but one of the main items would be health score tracking with flexibility of adjusting metrics based on various factors. Forecasting functionality is also a major benefit of this software overall. The ability to create multiple dashboards to serve multiple user groups is very useful. **What do you dislike about Gainsight Customer Success?** From a Customer Success factor their limitations on creating mandatory fields/options in certain areas within the platform. Some of the functions are limited because the platform is heavily designed to fit the Gainsight Customer Success model. Some other minor limitations can be an issue at times. Ease of adoption and integration can be an issue for some organizations depending on what tools they might currently be using. **What problems is Gainsight Customer Success solving and how is that benefiting you?** A business unit wide approach to tracking/covering Customer Success related activities. ### 28. Good, but needs constant support **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2024 **What do you like best about Gainsight Customer Success?** Timelines and all reviews in one place provide an excellent way to have all cust information in one place **What do you dislike about Gainsight Customer Success?** Getting information from other sources is hard; integrations misses basic features (like converting text to numbers). It mostly works, but you need one person spending a lot of time maintaining this. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Better than a simple CRM ### 29. Gainsight is THE ENGINE AND BACKBONE to your Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Andor F. | Head of CS Ops, Enterprise (> 1000 emp.) **Reviewed Date:** August 24, 2023 **What do you like best about Gainsight Customer Success?** - Ability to transform and create new datasets which can be used for comprehensive reporting, trigger proactive calls to action - Very configurable / customizable platform - Comprehensive 1:M email campaign and program automation that allows you to fully run a pool model / digitial segmentz - Interopability with othere platforms such as SFDC, Hubspot, JIRA, Zendesk (to name a few) - Seamless intregration with SFDC; can directly access Gainsight via an SFDC iFrame - Amazing team. CSMs, Technical Account Managers and consultants are insanely knowledgable and can make some of your craziest, innovative ideas come true! - Rules Engine is phenomenal! Allows you to be as comprehensive or as basic as you want with your calls to action or data management. - C360 is very customizable, can create different views for different teams/segments - much easier to navigate customer insights than other CS Platforms, and SFDC. - Phenomenal health score framework - you can really get robust and easily have a data-driven health score **What do you dislike about Gainsight Customer Success?** - Not a dislike, but a best pratice for new customers/prospects: Gainsight def requires an Admin/Ops team. Do yourself a favor, but away your ego and do not let non-ops people administer the platform. They do not have the right skill sets and will potential ruin the experience for the organization - There are some random limitations that always catches you off-guard, but usually you can find a workaround - Although they are alwasys innovating, there are some some admin configs that are somewhat time-consuming / clunky for the admins, but not the end of the world - Reporting / Dashboards are good - but hard to compete with a Tableau/BI sofrware; but intergrates very well with Tableau! **What problems is Gainsight Customer Success solving and how is that benefiting you?** CSM Efficiency: Automation, easy access to customer insights and proactive workflows that takes a lot of mundane tasks out of the CSMs hands; allowing them to spend more time with actions that drive value to customers ### 30. We've only seen the tip of the iceberg. **Rating:** 4.5/5.0 stars **Reviewed by:** Jonathan H. | Regional Director, Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2023 **What do you like best about Gainsight Customer Success?** Appreciate the support the Gainsight team provides as we adopt the platform - excellent partnership and experience with their CS team. Gainsight's Dashboard & Scorecard functionality allows us to gather insight about the health of our business and share insights across the larger ecosystem. That insight allows us to make informed decisions with where we invest our time and resources as we strive improve CSAT and ROI. CTAs and Success Plans give my team templated guidance around accounts activities they use - we're looking at building these out to be external tools used to further engage and provide visibility of milestones with our customers. It's an easy to use software that helps our CSMs centralize and organize their thoughts with their broader internal and external teams. **What do you dislike about Gainsight Customer Success?** Would like to see more OOTB solutions standardized for enterprise businesses. Without a dedicated Ops team, we've struggled to fully realize the potential of the tool that we know is there. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight provides me and my team mechanisms to ensure we're driving the right activities within our customer base to drive adoption and value realization with our solutions. The potential automation, integrations, and digital touch opportunities the tool drives is immense. As we look to scale Customer Success across our customer-base, Gainsight will give us a mechanism to realize that scale. ### 31. Very satisfying **Rating:** 4.0/5.0 stars **Reviewed by:** John S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about Gainsight Customer Success?** Customer success plans are the best part **What do you dislike about Gainsight Customer Success?** Usability a bit archaic and too many key clicks **What problems is Gainsight Customer Success solving and how is that benefiting you?** Customer success plans ### 32. Gainsight admin who loves Gainsight **Rating:** 5.0/5.0 stars **Reviewed by:** Eric V. | Gainsight Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a very user-friendly system for Admins, CSM's or CS Managers but one of the many things I love about Gainsight CS is how easy the onboarding process was for a new Admin, I find it very easy to find the answer to any question I might have. The Gainsight support documentation is very thorough and helpful, the office hours they have available twice a week are great, and the webinars they have for new releases and product updates, or just asking our CSM and Support Analyst. They do a great job making sure we have everything at our disposal to be successful. **What do you dislike about Gainsight Customer Success?** I wish we had more freedom as Admins to create and edit as we please. For example not being able to edit the "Create Objective" page layout seems like something that we should be able to edit quickly but can't. Not able to have permissions on specific fields makes data permissions a little more complicated. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Being able to track new risks for any size account as soon as we see them come up to help reduce any possibility of churn. It's very easy for risks to get unnoticed for even bigger accounts but with the scorecard, and timeline features it makes understanding who is at risk and why they are at risk much easier ### 33. Easy to use and great insights **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2023 **What do you like best about Gainsight Customer Success?** I enjoy the ease of use and intuitiveness of the platform. I also find that there is a variety of metrics and information I can gather from Gainsight to help make my daily job easier. The tools provided in the platform help my day to day run smooth. I use Gainsight daily in my role. **What do you dislike about Gainsight Customer Success?** Sometimes dashboard reports won't refresh properly, but otherwise no major complaints **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping me gain valuable insights into my accounts and help set up a plan for moving forward. CTAs are valuable for me to ensure I am keeping a consistent and efficient cadence on tasks. ### 34. A must-have tool for all Customer Success departments! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2023 **What do you like best about Gainsight Customer Success?** Ability to see a holistic view of all customer touchpoints along the journey.The health scoring is state of the art and enables us to be smarter on our intervention tactics. The AI features are going to be game changers this year for us as well - very excited to roll out Meeting Assist! **What do you dislike about Gainsight Customer Success?** Nothing I dislike but I would say continue to strengthen all integrations with other programs (Salesforce, Qualtrics, Loom, etc)! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Improved health scoring and allowing us to get ahead of our clients. ### 35. A very helpful tool for customer success **Rating:** 4.5/5.0 stars **Reviewed by:** Jenny S. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2023 **What do you like best about Gainsight Customer Success?** Being able to engage with end users, to tailor this engagement using rules is a great advantage. I can also monitor usage and trends to quickly identify and even pre emt issues that may arise on my accounts **What do you dislike about Gainsight Customer Success?** Nothing, it is intuitinve and a lot of support on line and directly from Gainsight is provided if there is anything I am not sure of. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Understanding the end user experience better. Getting feedback on our software. Monitoring usage activity. Giving users direct access to helpful content. ### 36. Just Scratching the Surface **Rating:** 5.0/5.0 stars **Reviewed by:** Josh P. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2023 **What do you like best about Gainsight Customer Success?** The visibility we've gained throughout the CX org has been incredibly valuable. We can automatically understand risky client interactions throughout the entire customer base, allowing us to get ahead of risk well before it becomes a churn notice. Understanding how my team is objectively interacting with customers in an evidence-based way has significantly enhanced the quality of our risk & renewal assessments of our customer base. There's still a lot more for us to leverage as a CS org, and I'm excited about the potential we'll realize with this data in an automated and low-friction capacity. **What do you dislike about Gainsight Customer Success?** While onboarding is generally considerably more accessible than other tools we've leveraged, there is some rigidity to how Salesforce fields sync into Staircase for mapping purposes. We've had to create custom fields for certain customer info that required some work from our SFDC admin, but nothing that's overly resource intensive. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Automated and scaled insights into Customer interactions, sentiments, and general risk profiling. We're able to address risk scenarios in a more proactive manner, while ensuring we're on track to hit all of the critical customer lifecycle milestones. ### 37. Great tool to help Analyze and Monitor customer data **Rating:** 4.5/5.0 stars **Reviewed by:** Andres O. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Gainsight Customer Success?** Favorite thing is how easy it is to build reports and that can paint a better picture for the CS team. **What do you dislike about Gainsight Customer Success?** There are some limitations when it comes to what data we can push in from other resources. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Helping us keep a pulse on how our customers are doing at propeller and how are CSEs can be more proactive. ### 38. Sr Lead Solutions Analyst | Gainsight Admin **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan F. | Enterprise (> 1000 emp.) **Reviewed Date:** December 18, 2023 **What do you like best about Gainsight Customer Success?** The best part of Gainsight is the flexability and customizations you can do to fit every business. Having the Relationship level allows to have a deeper dive into products without ruining the higher up Company view. **What do you dislike about Gainsight Customer Success?** The downside of Gainsight can be the limitations of product support and features becoming available. We hit a lot of limitations on the cockpit/timeline view. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Mainly giving us a great view into each business and also providing us with many Call to actions to ensure we hit our customers in the best timeframe. ### 39. Transformative Insights and Engagement with Gainsight CS **Rating:** 4.5/5.0 stars **Reviewed by:** Damien N. | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2023 **What do you like best about Gainsight Customer Success?** Gainsight CS has proven to be an invaluable asset in my transition to the Customer Success Manager role. The platform's ability to provide a 360-degree view of our customers is its standout feature. This comprehensive perspective allows me to gain deeper insights into customer needs, preferences, and challenges, which enables me to tailor engagements for maximum impact. **What do you dislike about Gainsight Customer Success?** While Gainsight CS has so far been immensely helpful, the learning curve for new users might be a bit steep initially, especially for those who are not familiar with similar platforms. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS is effectively solving a range of critical business problems in my role as a Customer Success Manager. One of the key challenges it addresses is the need for a comprehensive understanding of our customers. With my recent transition into Customer Success, gaining insights into our customers' preferences, pain points, and behaviours is crucial. Gainsight's 360-degree view of customer data allows me to do this effortlessly. ### 40. Great Product, simplifies management of my account portolio **Rating:** 4.5/5.0 stars **Reviewed by:** James D. | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2023 **What do you like best about Gainsight Customer Success?** Love the ease of use and visibility of account metrics, also a massive win is the calendar sync up straight into Gainsight, saves me hours on admin. **What do you dislike about Gainsight Customer Success?** I do feel some improvements could be made within the Success Plan section, mainly the UI and the inability to have sub tasks. For example on Monday.com its a really nice UI where you can drag and drop objectives into different status' within the Success Plan journey to value realisation. Also if you have an objective to reduce abandonment rate to 4%, and the tasks where ways to achieve this object such as introduce Queued Callbacks or streamline Call Plan routing etc, you could then add sub tasks for each task to show progress on each element to the overall end goal. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Quick and easy visibility of my account portfolio, to identify positive/negative trends as well as getting insights to company news. Having everything in one place is amazing. ### 41. Great tool for Customer success team **Rating:** 3.5/5.0 stars **Reviewed by:** Rachana S. | Revenue Operations Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 29, 2024 **What do you like best about Gainsight Customer Success?** It's ability to integrate with multiple systems and have everything in one place **What do you dislike about Gainsight Customer Success?** It's still evolving, have many features in backlog and could be its not an easy plug and play kind of tool **What problems is Gainsight Customer Success solving and how is that benefiting you?** CSMs can log their work in the tool at a company level, which gives visibility to their work ### 42. Gainsight is Productive !!!! **Rating:** 4.5/5.0 stars **Reviewed by:** Ronaldo A. | Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is my friend to show to my peers, company and leadership how productive I am in front of my activities with my customers. **What do you dislike about Gainsight Customer Success?** As much as more automatic I can assign my emails, messages and activities (documents, presentation, etc) with my CTAs I will be more productive to do my tasks and have them register in Gainsight. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight solve the obstacule to register all kind of interactions I have with my customers during the day. ### 43. Gainsight - it does the work so you don't have to do it in spreadsheets! **Rating:** 4.5/5.0 stars **Reviewed by:** Justin B. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2023 **What do you like best about Gainsight Customer Success?** Powerful data anlyatics tool. Can bridge multiplate data sets. The Scorecard features. Amazing staff and support team. Ability to tell the customer story from start to finish. Always updating and providing process improvements. **What do you dislike about Gainsight Customer Success?** Being a Gainsight admin will take awhile to really beging to make sense to new admins. It's a learn by doing tool, so you have to remind yourself that your first year or so will be mostly filled with concepts and failed executions. However, once you get a firm grasp on concepts and features, that goes away pretty quickly. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS solves the problem of "How do you become a proactive Success team that uses data to help guide the user experience?" With the ability to leverage data from almost anywhere, it has shaped the customer narrative in a way that allows us to provide better service than ever before. ### 44. Powerful and customizable tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2024 **What do you like best about Gainsight Customer Success?** It is a very powerful tool to build automated actionable items for the teams. It allows for standardization of processes across a similar group of customers with the ability to scale with digital CS teams. **What do you dislike about Gainsight Customer Success?** Administration and keeping data integrity is not that easy **What problems is Gainsight Customer Success solving and how is that benefiting you?** Providing customer 360 view from multiple systems ### 45. Gainsight for Account Management **Rating:** 5.0/5.0 stars **Reviewed by:** Courtney G. | Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Gainsight Customer Success?** Insight into accounts and forecasting. Giving my team a place to keep notes about their call, meetings, etc. Collarboration between CS and AM team. **What do you dislike about Gainsight Customer Success?** So far we are working to build out more forecasting for upsell and renewals **What problems is Gainsight Customer Success solving and how is that benefiting you?** Insight into accounts, health of accounts. ### 46. A must have tool for all CS folks **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gainsight Customer Success?** - Extremely easy to learn and use. - Provides a lot of customization to help generate custom reports and custom dashboards. - The tool feels very light and the reports get generated very quickly. **What do you dislike about Gainsight Customer Success?** - The GS plugin for gmail at times doesnt update the timeline to the right account. The process of correcting this is not easy and literally have to do a manual copy and paste. I feel this can be improved. **What problems is Gainsight Customer Success solving and how is that benefiting you?** - I spend close to 2 hours a day using GS. It helps me get an overall health of all my customers. - I can easily identify the accounts that need immediate attention and take the right actions. - Reports are easy to generate and I can do lot of customizations which makes life really easy. ### 47. Can't say enough good things about Gainsight CS! **Rating:** 5.0/5.0 stars **Reviewed by:** Cheryl W. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Gainsight Customer Success?** As a former Gainsight user in another company, I really wanted to use Gainsight at Dottid for our CS team but thought it would be difficult to find a package priced to suit our needs as a SMB company. We were thrilled Gainsight has a sales team to not only accommodate our financial needs but also our desire to implement quickly. As soon as we set the wheels in motion, Gainsight set up an initial meeting to understand our requirements, pricing and timeline. We had clear and consistent communications throughout the sales process and into implementation. We worked with Gainsight's implementation partner, nCloud Integrators, who had our Kickoff, Implementation, User Training and Go Live planned to suit our schedule. It was a pleasure to work with Areya and the General Markets team. **What do you dislike about Gainsight Customer Success?** There are always things as a administrator and end user you would like to see or have as an enhancement or feature but for the most part I have no complaints. Wish list: Be able to reorganize or reorder of importance by drag/drop the monthly milestones on the C360 journey map. Also, it would be awesome if there was a scroll bar on the Journey Map so you could easily navigate to the past and back to current day. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We had a different CS tool in place that didn't allow us to appropriately track revenue, usage data, customer risk, easily create reports/dashboards, have a single scorecard with mulitple weighted measures and GS allows us to do all this and so much more. ### 48. Seamless customer success experience **Rating:** 4.0/5.0 stars **Reviewed by:** Sara T. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Gainsight Customer Success?** As a customer success manager, I really love how I can manage my book of business seamlessly. I am able to update notes, make success plans, and keep everything in line with Gainsight CS. **What do you dislike about Gainsight Customer Success?** I would like a search function- kind of like "how do I..." it would make finding certain functions super easy **What problems is Gainsight Customer Success solving and how is that benefiting you?** It solves the problem of having too much information not being organized. This makes my book of business seamless! ### 49. Gainsight enables CSMs to have all the necessary tools in one place for their day to day activities! **Rating:** 5.0/5.0 stars **Reviewed by:** Brittany P. | Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gainsight Customer Success?** The most helpful aspect surrounging GS is that it pulls all data into a one view / seamless space. It allows a CSM to plan out their day, week, and month in a way that enables overall relationship success for the CSM + client. It provides both CSMs and CSM Management the tools needed to have their most productve quarters. **What do you dislike about Gainsight Customer Success?** While GS is customizable to a degree, it does take a learning curve to navigate how to customize appropriately and what is / is not available. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Overall GS enables our CSM org to ensure our net revenue is protected as a bottom line. We are able to monitor, track, and strategize on engagement with clients, keeping on top of all the customer's needs and organizing our portfolio with ease. ### 50. Gainsight for digital CS **Rating:** 5.0/5.0 stars **Reviewed by:** Angie D. | Associate Director, Customer Success (Operations), Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Gainsight Customer Success?** Gainsight's Journey Orchestrator (JO) has been a vital tool in our digital customer success strategy. The query builder allows us to easily combine data points existing across various objects in our CRM into a single, usable participant list for digital cs outreaches. Gainsight has allowed us to operationalize our entire customer lifecycle across all CSM segments. Data Designer has also been a game changer for us. It leverages the same concept of combining data points in various areas into one object allowing enhanced reporting capabilities. After adjusting our NPS strategy to leverage Gainsight for NPS survey distribution, our survey response rate increased +500%! Gainsight has been excellent for external communication with customers, however, it's also serving as a valuable tool to create efficiency and productivity with internal outreach as well. **What do you dislike about Gainsight Customer Success?** The email builder could use some enhancements. We've adopted a plain text look to our digital customer success emails which have proved a better response rate. However, it would be great to have drag and drop functionality to create clean, formatted, newsletter style emails without designing in HTML/CSS, using a 3rd party tool to create content and export HTML/CSS, or outsourcing to Marketing. This functionality would enable us to send customer newsletters to drive traffic to the community, as well as internal voice of the customer newsletters. This would take Gainsight's JO to the next level! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight allows us to scale customer success operations, enables our CSMs day-to-day, offers robust reporting, and more. ## Gainsight Customer Success Discussions - [Is there a way I can have my checked off CTAs in cockpit disappear immediately?](https://www.g2.com/discussions/52149-is-there-a-way-i-can-have-my-checked-off-ctas-in-cockpit-disappear-immediately) - 1 comment, 1 upvote - [How do I make email chains more reusable and not have to constantly build out outreach programs?](https://www.g2.com/discussions/39327-how-do-i-make-email-chains-more-reusable-and-not-have-to-constantly-build-out-outreach-programs) - 1 comment, 1 upvote - [How do we import notes from our previous history of customer data into gainsites newsfeed](https://www.g2.com/discussions/how-do-we-import-notes-from-our-previous-history-of-customer-data-into-gainsites-newsfeed) - 2 comments, 1 upvote - [What are the most efficient and effective ways of using GS?](https://www.g2.com/discussions/what-are-the-most-efficient-and-effective-ways-of-using-gs) - 1 comment, 1 upvote - [How do you suggest we go about ensuring different groups in the organization collaborate effectively](https://www.g2.com/discussions/how-do-you-suggest-we-go-about-ensuring-different-groups-in-the-organization-collaborate-effectively) - 1 comment, 1 upvote - [View Gainsight Customer Success pricing details and edition comparison](https://www.g2.com/products/gainsight-customer-success/reviews?page=100§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+10%3A56%3A21+-0500&secure%5Bsession_id%5D=4d0479eb-c697-48f7-acc0-75ac1ba207e6&secure%5Btoken%5D=fd4c498dde047826c30cb49731ea34d18c0e9720167e5fdb6b555d8965a1bbc9&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 (1,594 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)