Helpful and knowledgeable team. Ready to provide expertise and investigate solutions. Review collected by and hosted on G2.com.

Documentation can be outdated, certification is pricey. Review collected by and hosted on G2.com.

Custom dashboards and activity tracking. Helpful for historical context on a customer and for planning Review collected by and hosted on G2.com.

Built on other data sources that I cannot edit so sometimes the information that is inaccurate is outside my control Review collected by and hosted on G2.com.

I love how easy it is to log notes and get an update anytime I need it. It really helps to streamline my daily tasks. Review collected by and hosted on G2.com.

I wish there was an easier way to run reports and get all the information I need in a single view. Review collected by and hosted on G2.com.

As we evolve our internal AI strategy ensuring the tools we use where key data is stored is accessible to our LLM is critical. Staircase’s recent MCP server allows us to effortlessly connect with no workarounds or IT overhead. Review collected by and hosted on G2.com.

There’s potential to invest more in predictive insights and agent actions. Today risk signals are meant to be the proactive part and win or churn analysis the reactive part. This should be one end to end system that learns, improves and acts. Review collected by and hosted on G2.com.

While it can feel a bit clunky to set up and maintain, Gainsight’s customization and integrations make it flexible enough to fit the needs of most businesses, as long as the right operational and administrative support team is in place. Review collected by and hosted on G2.com.

Their move toward AI has felt a bit disjointed across Staircase, CS, and MCP, and we’ve also had some difficulty getting consistently accurate responses from their Support team. A few parts of the platform could benefit from a UI refresh, and administrator reporting still continues to lag behind. Review collected by and hosted on G2.com.

Easy to use system with well-defined areas inside the system. Its easy for our teams to see their book of business as well as zero in and take action on specific accounts that they have. Reporting and Call to Action functionality makes it very easy to have intentional conversations with customers. Review collected by and hosted on G2.com.

As with any system garbage in garbage out. This is not a GS problem but really just a repeated warning for those looking to leverage GS as a tool. Its only as good as your data that you already have or are willing to add in. Review collected by and hosted on G2.com.

The CSM we work with is incredibly helpful. We look forward to meeting with them as we know we will get a lot out of the meeting strategically. In terms of the tool, the agility to make changes to the config allows changes and improvements to be made really fast. Review collected by and hosted on G2.com.

The real downside is the reporting elements. They are never going to compete with dedicated BI tooling, but it's a long way behind something more comparable like Salesforce. Review collected by and hosted on G2.com.

What I like best about Gainsight Customer Success is how it turns customer success from gut-feel into a data-driven, proactive motion.

A few things that really stand out:

Easy to implement: It pulls product usage, health scores, renewals, and customer interactions into one clean view—so CSMs don’t have to chase data across tools.

Proactive risk & opportunity management: Health scores, CTAs, and playbooks help teams spot churn risks early and scale best practices consistently.

Workflow automation at scale: Repetitive tasks are automated, letting CSMs focus on strategy and customer conversations rather than admin work.

Strong exec visibility: Dashboards and reporting make it easy to show impact—renewal risk, expansion potential, and overall customer health.

Mature Customer Support: It reinforces industry-best CS practices (QBRs, lifecycle management, success planning) instead of leaving teams to figure it out on their own.

The frequency of use is high on our organisation Review collected by and hosted on G2.com.

It could have been more intuitive if pop ups for renewals, churn could reflect and one could engage customer immediately. Review collected by and hosted on G2.com.

What I like best about Gainsight is how well it helps us centralize and act on customer training and engagement data. The integration between their Customer Education (CE) and Customer Success (CS) platforms allows us to connect training data with engagement metrics, which is crucial for helping our customers adopt and benefit from our platform. The dashboards in Gainsight CS have also been super helpful for tracking user progress and understanding trends. While we still need some reconfiguring to use these tools to their fullest potential, it’s clear that the system can handle the depth and customization we need.

Another major upside has been the support we’ve received from Gainsight’s team. Whether it's Courtney guiding us through CE insights or Desiree offering ideas to rearchitect our CS setup, their team truly feels invested in our success. Gainsight’s flexibility, paired with responsive customer support, has made it an essential tool for managing customer success and exploring ways to improve our approach, even as we scale and evolve our systems. Review collected by and hosted on G2.com.

One challenge we've faced with Gainsight is optimizing the integration between Gainsight CE and Gainsight CS. While there’s immense potential to connect data between the two, the current setup hasn’t been as smooth or automated as we’d like. We know the tools can work well together, but configuring them requires some effort and technical finesse.

Another area where we’ve struggled is syncing data from other platforms like Zendesk or Snowflake. We’re still working on making Gainsight our central hub for unified customer and engagement data, but the process has been a bit slower than anticipated. These are things we’re optimistic about improving. Review collected by and hosted on G2.com.

Allows valuable customer information to be stored and viewed in one place allow various teams and departments to pull what they need. Review collected by and hosted on G2.com.

Not being able to copy CTA - some tasks are the same of most if the customer but currently have to go and create a CTA for each one Review collected by and hosted on G2.com.