Gainsight Customer Success Reviews & Product Details

I like that we can connect all our data and put it all in one spot. We can use programs to automate, and we can use spaces to share reports with customers. Review collected by and hosted on G2.com.

My clients can't download reports from Spaces, which really defeats the purpose of it. I've been talking with Gainsight for over a year about this, and they keep saying they'll allow it, but they keep pushing it out, which is very frustrating. The data queries for setting up programs don't work as well as some other programs I've used, and sometimes they don't pull in the right customers even after I've set them up multiple times. Merges and transforming data are still challenging, and I think this should be a lot easier. The initial setup was very challenging and took a long time, with a lot of problems. We had three or maybe four implementation reps and kept cycling through them. We also had to go back and forth to try to capture money because we paid for it, and a lot of the fault was on Gainsight's side. Review collected by and hosted on G2.com.

What I like best about Gainsight is how much it has improved visibility into our customer data and streamlined processes for our CS team. The ability to integrate with our other tools like Salesforce and Snowflake has been a game changer, especially for building health scores at the location level—something we couldn’t do with our previous system. Features like call-to-actions and automation around engagement tracking have helped our team stay proactive and focused, which is key for managing mid-market and potentially SMB accounts. I also appreciate the flexibility to customize measures and workflows to fit our specific needs. Really looking forward to unleashing the power of Gainsight MCP with ChatGPT in our organization to make our IC workflows even more efficient.

What’s also been great is the customer support and resources available to us. From the onboarding experience to working with Gainsight’s team on implementation, the collaboration has been top-notch. Having a strong relationship with their CS and technical team has made it easy to tackle challenges and plan for future phases. The frequent updates and new features, like advancements in AI and email capture, show Gainsight is always evolving, which makes it exciting to work with. Review collected by and hosted on G2.com.

One challenge I've faced with Gainsight is that some integrations, like with Intercom, felt a bit unpolished compared to others. We had to do extra work on our end to make the data useful and structured, which took some additional time. It’d be great to see more standardized setups or templates for niche tools like Intercom.

Additionally, the timeline feature took some troubleshooting due to file issues when uploading historical data, which delayed implementation in that area. While support was super helpful, having clearer guidance or built-in solutions for these scenarios could make the process even smoother.

Highly recommend bringing in your CRM and data architects as early as you can in the process - in our case we did involve them, but only at a high level during the pre-sales discussion. It was discovered at our first data discovery session after signature that we needed an additional Gainsight product to solve one of our critical workflows. Everyone came together in to solve the hiccup and we were back on the right path in no time. Review collected by and hosted on G2.com.

The application is user-friendly. We can integrate all customer data in just a few steps, and by using AI we can improve how we view information in dashboards, C360, and emails, as well as get a proper meeting summary for each call. Onboarding a new user is straightforward when we provide a clear explanation and show the data in a very clear way. Overall, using this application helps customers achieve better performance while staying within a low, budget-friendly price. Review collected by and hosted on G2.com.

Staircase AI is a new and beautiful feature we use in our application, but it lacks documentation. If that fixes, we will have more opportunities to learn and use it as CS. Review collected by and hosted on G2.com.

I like the visibility and reporting Gainsight Customer Success offers, the connections, and the AI, especially with Staircase. It helps me keep the customer at the forefront and plan around the customer. When I’m trying to solve a problem, I can partner with our Gainsight CSM, who can point us to the right feature or tool or suggest recommendations. It helps us manage customer engagement and account health, identify and mitigate risk, plan for retention and renewals, and standardize the customer experience with CTAs and playbooks across CSMs. For people in account management, client success, revenue, and retention, I’d give it a 10. I haven’t found anything that comes close for our internal needs and direct-to-customer needs. Review collected by and hosted on G2.com.

I had some significant challenges getting Gainsight Customer Success to ingest Jira correctly, which caused time delays. Some of the connections just take a little longer than I’d hope. Review collected by and hosted on G2.com.

The flexibility to tailor the software to your needs, especially in Scorecards, Dashboards and Playbooks. The powerful Rules Engine to calculate basically everything you want on your data and operationalize processes in a way that is fully tailored to the way we work.

Additionally, Journey Orchestrator allows us to communicate to our customers and end-users at-scale. Review collected by and hosted on G2.com.

Flexibility seems to come with complexity. You definitely need a dedicated and skilled Gainsight administrator to set the system up and maintain it, but this pays off. Review collected by and hosted on G2.com.

Everyone we engaged with at Gainsight was phenomenal, which made the renewal conversations easy. We also saw a big benefit from the survey tooling and the health score. The surveys enabled more targeted outreach, with a very customizable, easy-to-navigate setup. The health score was also a great way to get a weekly pulse on customers, using both automated and manual measures to help ensure accurate reporting. Review collected by and hosted on G2.com.

Adoption of the tool was a pain point for our team. Our CSMs felt it was just another tool and another place to log things, rather than an innovative help. Without an engaged leader to scale use cases, broader adoption proved challenging. One specific issue with the system itself was the success plan visualizations. Even with engagement from the Gainsight team, we were never able to use that functionality to its fullest. Review collected by and hosted on G2.com.

We switched to Gainsight from another CSP platform and have really loved the flexibility and visibility it provides. One of the biggest advantages has been the ability to drill down into customer relationships and create highly customized reporting that fits our business needs. The out-of-the-box automation and integration capabilities have also helped us streamline a lot of manual processes.

Adoption from our CSM team has been much easier than expected because the platform is intuitive for day-to-day use. We’ve also been able to provide strong visibility to non-users across the business, which has improved alignment and reporting outside of Customer Success.

Another standout has been the support experience. Having a dedicated resource has been incredibly valuable, and the support team is consistently fast and responsive whenever issues or questions come up. Review collected by and hosted on G2.com.

Gainsight can feel very technical to maintain behind the scenes, especially when building advanced reports, rules, or automations. Having a data or systems background is definitely helpful for admins managing the platform.

The onboarding process also felt a little disconnected at times. Because the initial build of the platform is so technical, it was difficult to fully understand best practices until after the initial implementation was complete. We ended up rebuilding and refining a lot of our setup later with our dedicated resource to better align with recommended processes and long-term scalability. Having more technical guidance and strategic best-practice support during onboarding would have made implementation much smoother.

I’d also love to see more prebuilt dashboards, reports, and templates available out of the box to help reduce setup time and make onboarding easier for newer teams that are just getting started with the platform. Review collected by and hosted on G2.com.

The UI/UX is relatively intuitive, I was able to learn it quite fast. However, some performance issues are seen when trying to load data, I wish it was a bit faster in executing my changes. The support is also good and reliable. While, I wish the AI was a bit stronger or it's features were a bit more robust like their text analytics. Review collected by and hosted on G2.com.

The performance when editing data using data designer is a bit slow. Its a hassle to wait for the data to load so long just to see a preview, and the preview also is just limited so I usually have to put a specific filter. Aside from this, it's not that helpful when we have external sources of data such as survey data as not all features work properly if the survey is not made in GS itself. Review collected by and hosted on G2.com.

Bringing all key information together in one place, including account scorecards, churn risks, meeting frequency, and overall customer engagement. This provides a clear overview of account health, helps identify potential risks early, and gives senior management excellent visibility into customer relationships and team performance Review collected by and hosted on G2.com.

A more tailored approach to individual customer needs, with the ability to develop custom features and ad hoc solutions that address specific requirements and provide additional value Review collected by and hosted on G2.com.

I love the ability to create custom surveys, automated emails based on data, playbooks with actionable steps, and provide our CS team with in-depth insights into their customers. The CS end user experience is intuitive and the interface is clean, which makes it easier to have the team adopt the tool. Our team loves being able to get proactive alerts when there are things they need to address with a customer, instead of spending hours digging through reports and dashboards to see if anything has changed. The ability to integrate AI tools with Gainsight to extract valuable insights into other tools makes it seamlessly integrate with our overall business practices and give key insights to all members of our team. Gainsight has allowed us to take away administrative work and focus on ROI for our customers and proactive customer engagement. Review collected by and hosted on G2.com.

I like the out of the box features, but I wish there was more opportunity to customize them. The release of group send is amazing, but limiting to 5 filters to allow other users to access the tool is restrictive, and makes it more likely for users to email the wrong group of customers. Spaces also has the potential to be a powerful tool, but it doesn't allow for collaboration between our internal teams - we have no way to grant access to anyone with a viewer analytics license. Those little things would go a long way to adoption and stickiness of the tool with our team because we wouldn't have to continue to rely on tools outside of Gainsight. It makes my job harder as an admin when I keep having to say a tool doesn't work for our use case. Review collected by and hosted on G2.com.