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.

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.

What I like best: The C360 (Customer 360) gives a complete view of every account at a glance, the Cockpit keeps all tasks and calls-to-action perfectly organized, and the Dashboards make it effortless to track health scores and key metrics in real time. Together, these three features make managing customer success incredibly intuitive and efficient. Review collected by and hosted on G2.com.

The steep learning curve can be overwhelming for new users. Slow load times on data-heavy pages can be frustrating. And setting up rules and workflows often requires admin expertise, making initial configuration time-consuming. Review collected by and hosted on G2.com.

Not only is the technology superb, but it's also extremely flexible and customizable for your needs. From health scoring to calls to action to digital automation to surveying to reporting, it does it all! It will increase the efficiency of your teams and help them not only drive results, but visualize what that impact looks like. The in-app AI features are powerful and have been an extremely helpful addition. The ability to set Key Definitions to give the features context into your business and implementation is terrific and should be extended to the MCP as well.

In addition, the Gainsight community is a vast trove of knowledge and best practice sharing, and Gainsight's commitment to listening to and implementing customer feedback is second to none. Feedback is consistently mined from community posts and built into the product. You can engage with Gainsight product managers and other Gainsight employees while also interacting with other CS or CS Ops professionals. Review collected by and hosted on G2.com.

It is a very robust platform that definitely requires some technical skill full time to administer and maintain. It would also be nice if more areas of the platform were more connected so that it was easier to coordinate processes across the platform. There are also some parity issues as a result of upgrades across different areas of the platforms. However, these should be resolved as the rest of the platform is updated and improvements are continually rolled out. More thought and consideration into how organizations might want to report on usage of features including AI tools would be a important enhancement that could better help sell the story of platform stickiness. Review collected by and hosted on G2.com.

Easy to use and a simple UI

Align Best Practices to CS methodology for which Gainsight is a thought leader and there is a lot of content within their documentation and Community to digest

The regular updates to existing features through use of AI are great and drive efficiencies but need efforts to get enabled and adopted within the field Review collected by and hosted on G2.com.

Roadmap isnt always reflected in upcoming releases - historically they have been slow to release capabilities and whilst credit is now due in terms of faster releases, especially around AI capabilities, its now become more of a challenge to deploy in an effective manner Review collected by and hosted on G2.com.

After attending several of the teams webinars, I realized there is so much more functionality that we aren't able to use today. For example their Gainsight community add on or their PX models. I wish we had the budget to invest more into the platform, since what we have is still somewhat basic. Review collected by and hosted on G2.com.

Make it easy to log activity to the timeline in Gainsight.. Before you have to manually click to log each email which gets sent out via Gmail/Outlook which I think is a very manual process. Also the occasional engagement from our CSM wouldn't hurt either. Review collected by and hosted on G2.com.

I like the powerful automation and flexibility of Gainsight Customer Success. Features like the Rules Engine, CTAs, Data Designer, and reporting streamline the customer success process and give our teams a complete view of every customer. These features save our team a lot of manual effort by automating repetitive tasks and standardizing workflows. We use Data Designer and reporting to provide actionable insights, and the Rules Engine and CTAs ensure the right actions are triggered at the right time, helping our CSMs stay proactive and focused on customer engagement. Review collected by and hosted on G2.com.

The platform has a steep learning curve for advanced administration. More detailed debugging tools, deployment logs, and clear error messages would make troubleshooting and configuration much easier. Adding more AI-assisted troubleshooting and config recommendations would help administrators resolve issues faster and reduce the learning curve for new users. The initial setup was not that easy; we had multiple sessions and one of the Gainsight Customer Success employees helped us. Review collected by and hosted on G2.com.