--- title: Gainsight Customer Success Reviews meta_title: 'Gainsight Customer Success Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1756 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: 1756 scale: '5' date_modified: '2026-08-12' 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:** 1,756 ## 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. Gainsight - A Must-Have for Every CS Org! **Rating:** 5.0/5.0 stars **Reviewed by:** Hope I. | Senior Manager, Customer Success, Enterprise (> 1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about Gainsight Customer Success?** Gainsight CS is enhancing our ability to gain insights into customers overall health. It is a one-stop-shop for our CSMs and allows us the ability to facilitate more scalability. Additionally, it provides valuable metrics and health data for multiple products a customer may have and interactions with other departments, proving extremely beneficial. The data that it provides our CSMs and Leadership teams are enabling us to be more proactive in our outreach and dynamic in our engagement models. **What do you dislike about Gainsight Customer Success?** At this point, there is nothing that I dislike. I would mention that we have had a few hurdles with Renewals Center; it is now working for us but some of the syncing between RC and Salesforce is limiting. Though many of our other problems with RC is bad data from our Salesforce, it took more time to get buy ins, as we have had some hiccups due to sync issues which has caused some distrust with the CSMs that need to update renewal forecasts. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS is allowing us more visibility into the customer's overall account health. We are then able to utilize this data to make more informed decisions about the customers. It allows us to create proper journeys, escalate problems, and just helps create that clear picture of all things that impact the overall customer health. We needed to find a way to scale differently than what we had been doing; with the data we are now able to have the CSMs engage with their customers in a more dynamic way, leaning in when more attention is needed and pulling back to lighter touches when maturity and health are moving in the right direction. ### 2. Great availability to teams of people **Rating:** 5.0/5.0 stars **Reviewed by:** Justin R. | Enterprise (> 1000 emp.) **Reviewed Date:** September 06, 2023 **What do you like best about Gainsight Customer Success?** Our purchase of Gainsight not only gave us a great Customer Success platform it also gave us a team of resources to help us solution to our needs. From professional services that helped us perform a CRM to CRM migration, to consulting services to help us think more deeply about our customer success offerings, to development assistance on more complex technical needs. Dozens of people in community, or directly from Gainsight, have joined us along our own journey. **What do you dislike about Gainsight Customer Success?** The cost of the platform is purchased at a premium. We'd like to get Gainsight in the hands of more cross functional teams. The extra cost to make Gainsight more accessible keeps the platform among our core user base. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We have information about our customers in multiple platforms. Gainsight is being configured to act as a single source of truth by consolidating customer insights into a single location; and we continue to expand those insights as we develop the platform. One of our favorite features is the Customer Journey widget which visualizes interactions and updates about a customer across a timeline. All together creates a more complete customer record. ### 3. Customer Experience Team Must Have! **Rating:** 5.0/5.0 stars **Reviewed by:** Jaime-Lynn S. | Director Global Client Success, Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2023 **What do you like best about Gainsight Customer Success?** Since implementing Gainsight, our CX organization has really benefited from the Customer 360 view showcasing relevant customer information in an easily digestable format. This has helped our customer success managers make informed decisions around the health and sustainability of our customers, leading to more impactful engagements. **What do you dislike about Gainsight Customer Success?** Without a dedicated system admin, you could find yourself consistenly going in circles trying to figure out how to leverage and iterate on the tool. There is value in the training offerings by GS, but with the current economic climate you could find yourself struggling to see the full value if you don't have a dedicated resource within your company. Moral of the story, invest in a dedicate and certified system admin! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is solving by allowing the CX organization to have an impactful tool to document and leverage for customer engagements, that integrates with SFDC and provides cross-functional partners insight into customer health, advocacy and retention efforts. ### 4. Great way to track customers! **Rating:** 5.0/5.0 stars **Reviewed by:** Paul D. | Enterprise (> 1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about Gainsight Customer Success?** The ease of use and ability to modify things for specific business cases. Our customers are very high-touch, so having a platform that can help us track adoption metrics (easily) is critical. Very feature-rich and allows us to track historically our customer's progress. **What do you dislike about Gainsight Customer Success?** Nothing yet. I have found it to be the best platform for our Customer Success purposes thus far! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS allows us to track metrics around adoption and usage relative to our product. Having a one-stop shop for all customer notes, metrics, and CTAs really helps us stay organied and on top of the needs of the customer. ### 5. Gainsight, great place to see your Book of Business **Rating:** 4.0/5.0 stars **Reviewed by:** Tiffany A. | Enterprise (> 1000 emp.) **Reviewed Date:** October 30, 2023 **What do you like best about Gainsight Customer Success?** I like how actionable data from gainsight is. Example: I can look at my book of business and see which people I need to contract to help their business grow. Is what they are currently doing working for them? I can review data and make my recommendations based on what I see. **What do you dislike about Gainsight Customer Success?** Sometimes pulling data takes a lot of time or it can be confusing where I need to go to look for the information I need. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight lets me know when a promotion is expiring so I can reach back out to the partner to see if they would like to continue with whatever current promotion is running or if I see that the redemptions are low, I can make other recommendations. ### 6. A Strong Foundation with Potential to be Amazing **Rating:** 3.5/5.0 stars **Reviewed by:** Brandon B. | Sr Lead Business Systems Solutions Analys, Enterprise (> 1000 emp.) **Reviewed Date:** September 05, 2023 **What do you like best about Gainsight Customer Success?** The Gainsight NXT experience is seemlessly tied into our Enterprise SalesForce instance which allows fow our users to easily move back and forth between their two main work applications. We have leveraged Gainsight to pull in data from a significant number of downstream data locations to create a 10,000 foot view of each customer in our CS user's base. In doing this, we have been able to remove over 18 existing swivel chairs and able to further use these data streams to build strong, proactive Call to Actions that have not only driven an increase in NPS and Customer Health Score, but moved the needle on a number of strategic and high visibility Marketing campaigns. Overall, the ability to provide at a glance decision making for our customer base has been a significant win as we moved into the Customer Success model and Gainsight has been a great asset in attaining that goal. **What do you dislike about Gainsight Customer Success?** While generally speaking, Gainsight has been a tremendous asset to us, there is still some room for improvement when it comes to reporting, APIs, and the ability for users to provide updates to data as its represented on the C360. **What problems is Gainsight Customer Success solving and how is that benefiting you?** The ability to see customer at-a-glance with data originating from over 18 data sources updated daily. We have also built a hand in hand correlation between our marketing team, Salesforce, and Gainsight's Call to Actions for Revenue growth. ### 7. Gainsight CS: A Comprehensive Review **Rating:** 5.0/5.0 stars **Reviewed by:** Abhijeet A. | Customer Success Guide, Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Gainsight Customer Success?** Gainsight works for me as a Single source of truth by showing me all the customer data at one place so I am already aware of my funnel thus ensuring Customer Success. Also, the automated UI reduces a lot of tedious tasks for me. The best part is the reporting capabilities that Gainsight has and it helps me keep track of my KPIs. **What do you dislike about Gainsight Customer Success?** Sometimes it's hard for me to explore all the features present and this can get overwhelming **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight works as my Single source of Truth and gives a larger perspective into my data. By having all the data at hand, and with the reporting features, I am able to stay on top of my customers retention and customer success. ### 8. GainsightNXT - Game Changer, For all Users **Rating:** 5.0/5.0 stars **Reviewed by:** Sagan S. | Customer Operations Engineer II, Enterprise (> 1000 emp.) **Reviewed Date:** January 21, 2020 **What do you like best about Gainsight Customer Success?** What I like best about GainsightNXT is the Horizon Rules Engine! My workflow is simplified with Hoirzon Rules Engine, allowing me to preview sample data after a merge, transform, pivot, union, etc., without waiting for the rule to run. In addition, it allows us to import data directly from our Snowflake Connector, removing the need to create an object or Data Design first. **What do you dislike about Gainsight Customer Success?** Much of the system has improved over the years, and when GainsightNXT was released issues I once had were resolved. As Gainsight migrates the rest of the features to Horizon, I can only it see it getting better! However, my dislike about GainsightNXT is that we are not able to merge Types [Call to Action, Timeline] ourselves. Those two sections often get out of hand in the early stages of the instance, and it's impossible to clean them up and streamline them later without contacting Support. **Recommendations to others considering Gainsight Customer Success:** For those that are looking to switch to Gainsight, don't hesitate to ask your Gainsight representative questions and ask for demos of features. Or speak with others users that are similar to you for their feedback. Gainsight is very open and willing to go that extra mile to help their customers. **What problems is Gainsight Customer Success solving and how is that benefiting you?** One of the biggest problems GainsightNXT solved for us, was the ability to connect to a secondary Salesforce instance. Prior to having that ability, we had to have individual Snowflake tables created for us - and then do the merges and transformations on our side [for various reasons]. Due to circumstances, only select fields within various objects were provided, and as we continued and requested additional fields, the bottleneck got worse and worse. The day the ability to connect a secondary Salesforce to our instance was pushed out, we got the approval to move forward with the connection! It changed everything for us. Having the direct connection we were able to bring in more information, on a more frequent schedule, and provide faster turnaround times for our CS Department; this of course led to being able to communicate and get in front of possible issues with those customers faster. Consequentiality, because CSOps was able to integrate the other Salesforce data quickly, other departments started to inquire about automation work we could do for them. Proving even more the value of a secondary CRM tool in the organization. ### 9. Great tool to streamline CSM Processes! **Rating:** 4.5/5.0 stars **Reviewed by:** Vanessa R. | Client Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about Gainsight Customer Success?** I love how much easier it is to prepare for meetings and log updates to timelines, risks, CTAs, and success plans. I also love how much support I receive from my partners on the Gainsight side. They are awesome and I could not be as successful in implementing this system with my team without them. **What do you dislike about Gainsight Customer Success?** The backend of the system is getting easier the longer I work in it, but keeping up with all the rules that are running and making sure they are optimized is a bit above my knowledge level. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Knowledge transfer across CSMs has been difficult over the years. Gainsight is helping to centralize all of the most important data pieces to provide a more consistent client experience. We've also increased the number of clients engaging with us by 200% this year over last, by utilizing customer journeys. ### 10. Seamless account tracking powered by Gainsight **Rating:** 4.0/5.0 stars **Reviewed by:** Carlos P. | Associate Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2023 **What do you like best about Gainsight Customer Success?** The most important aspect of Gainsight CS is a centralized repository that tracks all of the activity between accounts and CSM. **What do you dislike about Gainsight Customer Success?** One thing that can be improved about Gainsight is URL Scaling. Sometime the usability of Gainsight is affected by it's lack of correct sizing against a web browser. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight helps with relationship continuity. For example, if an account is passed between different CSMs, it's very easy to track the history and engagement through Gainsight. ### 11. Best tool on the market for customer success! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Gainsight Customer Success?** consolidates everything into a single source of truth for CSMs and the rest of the company **What do you dislike about Gainsight Customer Success?** MVP of funcironlaty is not always useful. a lot of mew functionality feels like developed in a silo and does not iteract woth other Gainsight featires like rules engine, timeline, relation ships **What problems is Gainsight Customer Success solving and how is that benefiting you?** allowing us to manage our customers efficiently and effectively - single source of truth for CS ### 12. Great system designed specifically for Customer Sucess **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2023 **What do you like best about Gainsight Customer Success?** The main thing I love about Gainsight is the ease of use and integration with Gmail by using Gainsight Assist to Log emails to the timeline. This makes it as simple as clicking one button to transfer your emails into Gainsight for each customer. Our team can better keep track of the correspondence that occurs from CS to the customer to better understand our efforts and individualized support we offer. **What do you dislike about Gainsight Customer Success?** I don't think there is anything I dislike but I would like to see some of the aestehtics improved. The interface is lacks a little color and is fairly simplistic. This is not a negative but I think a change of color scheme could slightly improve the UI. For example, I use Asana and I love the interface as you can customize the background and change it to suit your preferences. **What problems is Gainsight Customer Success solving and how is that benefiting you?** The way that our Sales team uses Salesforce is how we use Gainsight. You can tell that Gainsight has been specifically designed for Customer Success. It is easy to use and we just migrated from using HubSpot to Gainsight and it has already made our day to day work easier. Having Gainsight Assist as a Chrome Extension makes it easy to log all emails to the customer's timeline. ### 13. In a class of it's own **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2024 **What do you like best about Gainsight Customer Success?** Gainsight Customer Success allows for an easy to navigate interface that allows users to get their job done. Easy to integrate with major CRM and data stores in order to populate for teams to work efficiently. **What do you dislike about Gainsight Customer Success?** Gainsight does have the ability to become very heavy if you allow it to. Need to stay on top of business stakeholders to really ensure only the things that matter are focused on, otherwise chasing down every rabbit hole can lead to too many things for a CSM to focus on. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Presenting all the data required for our CS teams to manage our customers. ### 14. Elevate your CS team with the power of Gainsight! **Rating:** 5.0/5.0 stars **Reviewed by:** Fernanda P. | Customer Success Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** September 14, 2023 **What do you like best about Gainsight Customer Success?** Being able to have all the information from our customers centralized in one place that we consider our source of truth. Reports and Dashboards to make decisions based on performance. Product Usage information to analyze trends, Customer Journey Milestones allowing a clear visualization of the most relevant activities of our customer. Health Score scorecard for risk management. Being able to share SPs with Customers and last but not least Program Automatization for Tech Touch. **What do you dislike about Gainsight Customer Success?** Rules Engine not working as expected, JO Programs not being delivered to your targetted audience, limitations in the design of the communications you deliver plus not being able to attach videos or GIFs that are too heavy. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Risk Mitigation through alerts in the Customer Journey. Being able to connect with customers through tech touch by JO programs. Reports and Dashboards on important metrics like HS and NPS. ### 15. Difficult to imagine CS Management without Gainsight **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2023 **What do you like best about Gainsight Customer Success?** 1. The capability to show everything in a single place. 2. The way Gainsight shows heterogenous data from multiple data sources in C360 is an extremely valuable feature of Gainsight. 3. Gainsight's Health Scoring set up gives us a chance to accurately set up health assessment mechanisms of the customers. 4. Gainsight's JO is exemplary to do Digi+Human Touch campaigns. **What do you dislike about Gainsight Customer Success?** Some of the simple tasks such as trigger an email blast to the internal users or an handful of external users, these tasks can be time consuming. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Integration of multiple data sources, giving us valuable insights into the other data streams, data designer helping with consolidating multiple data sources to form a meaninful correlation, health score assessments. All these features helps us make a meaningful view of a customer and help us with beneficial context of the customer. ### 16. My favorite tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley R. | Customer Success Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2023 **What do you like best about Gainsight Customer Success?** I love that Gainsight is one place that I can go to get any information I need about my book of business, my own performance, any upcoming tasks and much more. It's very easy to navigate and helps me to stay organized and informed. **What do you dislike about Gainsight Customer Success?** I don't like the recent update that moved the left side vertical menu to the top as a horizontal scroll. Scrolling horizontally doesn't work with the mouse so I have to click the button to scroll to the next section and it just doesn't seem as efficient or intuitive as the vertical scroll. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight allows me to track all outreach and correspondence with my book of business in a very efficient way. Outside of that, the CTAs are a great tool to help me stay organized and engaged with my accounts. ### 17. Gainsight is a CS Non-negotiable **Rating:** 5.0/5.0 stars **Reviewed by:** Julie F. | Sr. Manager, Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2023 **What do you like best about Gainsight Customer Success?** I'm actually not sure how CS teams survive without Gainsight. I've used it with two companies and as a CS leader, I can't imagine life without Gainsight. In fact, while interviewing I asked about CS platforms to make sure that my new team was utilizing Gainsight. I could write a book about everything I love. A few of the chapters would be: 1. Dashboards - The ability to customize dashboards for specific roles, teams, and initiatives is really important. CSMs, AMs, Implementation teams, Leaders (and more) each use different dashboards based on their roles and use case. This helps simplify the clutter and noise and allow teams to focus on what is most important to them. 2. Analytics and Reports - Reporting is a must. Many of my team members don't even fully use this to the capabilities but this is a big benefit. 3. Customer Details - Everything you could possibly need. I love the meeting/ note templates. CTAs and tasks. So much information, exactly where we need it. 4. Innovation - Gainsight product is constantly evolving. It has grown so much in the past few years and I feel really confident that anything that isn't 100% perfect will continue to evolve and improve with time. GS team is on the forefront of innovation and I trust they have some exciting things up their sleeve. 5. Scaling - As my team continues to scale, the GS product has become even more integral. We are leveraging many modules/resources in order to build a really cohesive and thoughtful digital and scaled program. 6. Customer Success Thought Leadership - Gainsight is more than a product. It is a community. It is an integral part of customer success. I've followed many of the leaders over the years and have learned so much about the evolving industry and best practices through the community they've built. Leaders like Nick Mehta and Tim Van Lew are surprisingly responsive and eager to hop on calls and discuss customer success challenges and collaborate. In customer success, the customer is at the center of everything we are building. At Gainsight, OUR customer's success is truly at the core of everything they have built. We couldn't do what we do without Gainsight. **What do you dislike about Gainsight Customer Success?** Gainsight is constantly evolving. As a result, I don't know what I don't know. My guess is that we aren't fully utlizing everything it has to offer because there is just so much. I do wish it had easier capabilities to help us accurately forecast and manage renewals. There are great work arounds and solutions today but those are areas where my team still suplements with spreadsheets. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We are in the business of customer success. We need to have complete visibility into the health, product adoption, outcome attainment, and value delivery for our customers - as well as renewal, churn/risk tracking, and metric tracking for our team. ### 18. Gainsight is truly a product that helps supercharge CS Activity and Scales the way of working **Rating:** 5.0/5.0 stars **Reviewed by:** Roxanne C. | Growth Operations Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2023 **What do you like best about Gainsight Customer Success?** Gainsight has given us a way to focus on the CS way of working in a more intentional light. Task management, intelligent reporting, and automation are all things that we've needed for a long time at our org, and we are super grateful to have such a handy tool to reinforce our way of working. **What do you dislike about Gainsight Customer Success?** Like any product, enablement and engagement is key to its use. If you roll out features but internally don't have a set process of how to reinforce product enhancements, ways of working, or changes, it can fall flatter than you intend. That's not a reflection on the product so much as a SaaS best practice. Specific to Gainsight, I do find that some items aren't documented super well in the Knowledge Base (or at all) that you often have to find a way of working around. Bugs show up in some strange places, too. But all in all, still happy with the product they have in place. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight allows us to bring multiple data sources together in one place to see a bigger picture of the customer story. It allows us to intelligently surface the actions of the customer, translate that through the lens of our CS values, and give specific action points and next steps to our org in order to scale efficiently. ### 19. Powerful and flexible (at least through extra config), still gaps but decent roadmap/momentum **Rating:** 4.5/5.0 stars **Reviewed by:** Marshall T. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2023 **What do you like best about Gainsight Customer Success?** * CSMs really walk their talk and openly share their practices as live examples of best practice CS and Gainsight usage * Very powerful and flexible with custom fields and report/data designer functionality (at least for very basic transformations) * Good recent functionality released and decent roadmap/momentum in smoothing off more rough edges **What do you dislike about Gainsight Customer Success?** * Limited control of colour palette to customise report colours (i.e. based on brand alignment or sentiment) * Inability to connect to/from Azure instead of S3 only * Not yet up to par as a BI solution, so it needs to integrate better. E.g., Needs a Power BI connector & data designer to offer a SQL mode (the no/low-code UI is often slow, unintuitive, and frustrating for specialist tasks) * Support is sometimes excellent and sometimes slow and difficult regarding back/forth understanding of issues **What problems is Gainsight Customer Success solving and how is that benefiting you?** * Tracking CSM activity and effectiveness. * Measuring and monitoring customer health through lenses of stakeholder & product engagement and customer feedback & support sentiment. * Surveying CSAT. * Consistency of CS practice through prescriptive playbooks. * Capturing customer goals and success plans. * Comms execution Incl. ad hoc email sends. ### 20. Gainsight made me feel supported as a new Administrator! **Rating:** 4.5/5.0 stars **Reviewed by:** Kelly R. | Senior Customer Success Operations Specialist (Gainsight Administrator), Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Gainsight Customer Success?** - Quick response times to support tickets - Intuitive tool that can do just about anything you can dream of (and probably more) - Tons of support documentation to help answer questions self-service - Certification program to guide career development I became a Gainsight administrator with limited prior Gainsight experience. I was initially overwhelmed with the vast capabilities GainsightNXT had to offer. However, with the help of my Gainsight CSM and the robust learning materials Gainsight had to offer (Instructor Led Courses, Gainsight University, Multi-Level certification Program and study materials) I was able to get comfortable using GainsightNXT very quickly. I owned high-value projects using Gainsight within my first few months. Whenever I had a roadblock or question that my fellow Gainsight Admin could not help me with, I knew I could rely on Gainsight's support team to help me in a timely manner. **What do you dislike about Gainsight Customer Success?** Gainsight has some product limitations, but luckily you can ~almost~ always find workarounds to accomplish what you are looking for. For example, GainsightNXT does not have A/B testing on email programs -- but you can build out a new field and segment participants manually via email variant filter. This can add some additional mental load to your plate as an Admin versus having these features out of the box. However, my companies specific Gainsight instance is very mature and these issues likely won't impact companies that are just getting started with the basics in Gainsight. **What problems is Gainsight Customer Success solving and how is that benefiting you?** - Growing at scale with automated email outreach to Scaled customer segment - Giving users actionable customer insights via Dashboards/Reports/Scorecards - Sending/Managing Customer Marketing Campaigns Gainsight's automation makes our lives easier as we only need to set up processes once and tweak as needed in the future. ### 21. Gainsight helped us implement more efficient ways to track & view our data! **Rating:** 5.0/5.0 stars **Reviewed by:** Sam H. | Enterprise (> 1000 emp.) **Reviewed Date:** August 21, 2023 **What do you like best about Gainsight Customer Success?** Gainsight helped us implement more efficient ways to track & view our data! For instance, we recently restructured our customer engagement tracking within Gainsight. We've been able to do this utlizing a variety of features & functionalities such as Timeline, Rules Engine, Healthscore, and Dashboards. It's easy to login and drill into the details of what is going on at each customer. This has made it incrediably clear to our CSMs what the expectations are around our engagements and allows them to easily log the activities and also raise associated risks via our risk CTA process. I received my admin certification over 6 months ago, and that has also unlocked even more potential for our team within the tool. We've been able to create custom objects and views using key features like Data Designer. This makes the tool extremely customizable for a variety of use cases. Excited to keep rolling our more enhancements with Gainsight! **What do you dislike about Gainsight Customer Success?** There can be limitations within certain features like Rules Engine, but there is usually a way to solve for this utilizing other features such as Data Designer. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Customer engagements, risk tracking and mitigation, customer advocacy, CSM business management processes ### 22. Gainsight for CS is Excellent **Rating:** 5.0/5.0 stars **Reviewed by:** Diana M. | Enterprise (> 1000 emp.) **Reviewed Date:** December 20, 2023 **What do you like best about Gainsight Customer Success?** What I like best about Gainsight is that I can easily track my team's activities and guide them within customize dashboards built from various reports. We can see the state of any client at any time to understand risk, opportunity, contact level, etc. Our Gainsight CSM, Paulina, is excellent. She is proactive in helping us plan for our future and how to use Gainsight to reach our goals. **What do you dislike about Gainsight Customer Success?** I do wish that the reporting was a bit more intuitive for non technical users. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Success Plan tracking, Save Plans, EBR Management ### 23. Customer Success Advocate **Rating:** 5.0/5.0 stars **Reviewed by:** Devon N. | Enterprise (> 1000 emp.) **Reviewed Date:** January 18, 2024 **What do you like best about Gainsight Customer Success?** What I like best about Gainsigh is that it gives me the ability to quickly and easily few many different account features, and it presents this information in an easy to view format. Gainsight enables me to perform my role effectively because it is quick and easy to use, and provides all the information I need. **What do you dislike about Gainsight Customer Success?** Currently, I have yet to find something about Gainsight that I do not like. I quite like it all! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is solving the problem of data points and customer information being spread across multiple platforms. Because Gainsight has all this information in one place, I am able to effectively perform my role, and serve my customers. l ### 24. Gainsight super helpful and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Max P. | Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2023 **What do you like best about Gainsight Customer Success?** I love Gainsight as it helps me organize my customer communications in a way that wasn't being done before. I use it every day and it integrates so well with my gmail app. **What do you dislike about Gainsight Customer Success?** I suppose there could be more functionality and various options available to the end user but those things will come with time as the software gets utilized more. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight gives me the ability to see a 360 degree view of my customers and my relationships with them. I use it every day, it's wonderful. ### 25. Using Gainsight CTAs to manage project requests **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2023 **What do you like best about Gainsight Customer Success?** I predominantly started using Gainsight as a way to allow our Account Managers to submit project requests, which I could then triage, enage with and map progress. I had to predominantly teach myself how to do this but found it relatively intuative once I became familiar with the platform. I founf that 90% of the time, if I asked something random of Gainsight it was able to do it. The team at gainsight have also been extremely helpful when entertaining my rather bespoke requests and are always keen to deliver. This has been a great service when Ive struggled to self serve the more complex capabilities. The CTA tool in Cocpits has worked great for managing my project requests and the playbook function has made it much easier for me to coordinate collaboration with my stakeholders. **What do you dislike about Gainsight Customer Success?** Some minor UX features that irriate. e.g. if you want to replace a playbook with a modified version, you need to ensure all completed steps in the extsting playbook are unchecked before you start or they will carry over to the new playbook. You can only replace playbooks one by one rather than replacing all live versions, this can be time consuming. When editing playbooks you hit the "cannot move a task beyond its dependent task" issue a lot even when not relevent. The only way around it seems to be to move tasks down until they are in the order you want them to be. Overall the back end could be a bit more user friendly for non technical types like me, a lot of the online "how to" resources appear to be out of date. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Project request and collaboration management. ### 26. Very useful tool. Some functionality outdated, but overall a boon for tracking client relationships **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2024 **What do you like best about Gainsight Customer Success?** Easy to use and extensively customizable **What do you dislike about Gainsight Customer Success?** It is difficult to communicate with peers with the GS CS tool - Reactions should be activated for Timeline entries to create a more social environment **What problems is Gainsight Customer Success solving and how is that benefiting you?** Visiblity of our touchpoints with our Customer Base ### 27. Gainsight is a game changer for scaling your CS business. **Rating:** 4.5/5.0 stars **Reviewed by:** Amy C. | CS Strategy & Operations Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** October 06, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is easy to implement and update **What do you dislike about Gainsight Customer Success?** Too many features require full admin permissions **What problems is Gainsight Customer Success solving and how is that benefiting you?** We use Gainsight at our organization to trigger data driven basedd actions in order to ensure customer retention and product adoption. Gainsight gives us the ability to pull in client data from other sytems to create a single source of truth for our CSMs. We have configured Gainsgiht to utilize the data in scorecards and CTAs to identify risks and opportunities. Additionally, we utilize Gainsight CS for automated email campaigns to our clients to support them in the best and most scalable way possible. We've also had success with using Gainsight to automate internal CS processes and reduce the amount of time needed by our CSM on adminsitrative tasks. ### 28. Gainsight allows me to manage my team and book of business in one source of truth. **Rating:** 5.0/5.0 stars **Reviewed by:** Chris W. | Global Head of Customer Success, Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Gainsight Customer Success?** Gainsight allows me to manage my team and book of business in one source of truth, having a product suite tailored to providing health and engagement across multiple businesses and customers is an absolute must. Having the industry experts, creating a platform for us to use is a game-changer. CTAs and Timelines are key to my team, allowing me to track customer engagement as well as the ROI and outcomes that we can present back to our customers. Surveys and Scorecards, are important but also the analytics of Gainsight / CRM data is pretty critical too. Recent additions of tracking verified outcomes and QBR compliance have further enhanced our health scoring. We now also track our 10 premium add-on features, which highlight top performance, give us more accurate total addressable market data, and allows us to compare to industry averages. **What do you dislike about Gainsight Customer Success?** I feel there are some smaller integrations missing to support growing customers. Such as easy setup of pulling data from google sheets. I feel that some parts of the product are overly complicated such as data management and journey orchestra. It would be great to have some AI to support on where to target efforts and apply resource. Following on from my suggestion of AI, having chat GPT or similar which would provide insights into the content of CTA or timeline activities would be a game changers. For example I currently export timeline activities of a certain type, I input all the data into GPT to then provide me with a punchy summary that I communicate up the chain. This quickly allows me to get exec-friendly content for some of the bigger ROI items. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Managing a large book of business and allowing us to prioritise and manage our customer base. Also allowing us to track success and see how we track against our company OKRs. ### 29. Lots of great features to help manage customers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2023 **What do you like best about Gainsight Customer Success?** The platform has a lot of features and functionalities that are great for managing customers, making automations, and tracking work. It helps me a lot in my everyday work. **What do you dislike about Gainsight Customer Success?** It would be great to have a place to store documents for a customer, e.g. if a customer has shared word/excel/pdf files that I need for my work and that my colleagues might need to access at some point for the customer as well. It would also be nice if emails were automatically tracked in GS. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It's nice to log into one system that holds so much information about our customers. I like that I can see billing info, emails, meeting notes, and keep track of how often I meet with customers. It saves me a lot of time to have all this information in one place. ### 30. Gainsight has been invaluable to our business **Rating:** 5.0/5.0 stars **Reviewed by:** Caroline L. | Manager - EMEA Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2023 **What do you like best about Gainsight Customer Success?** Gainsight allows us to really organise every aspect of our customer relationship from success planning to health scores. as a team manager it also allows me to manage my team , check risks, opportunities and also keep all our customer contact documented. The product is always evolving, GS is a company that cares about their product and invests and innovates regularly. **What do you dislike about Gainsight Customer Success?** I have little negative to say about GS CS **What problems is Gainsight Customer Success solving and how is that benefiting you?** With thousands of customers, GS is integral to managing and analysing this data. ### 31. A robust CS engine **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Enterprise (> 1000 emp.) **Reviewed Date:** October 18, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a great engine to document and monitor CS activities, Customer health indicators and the CS book of business in general. It offers a nice set of dashboards and is easy to use. It's an every day stop for us. **What do you dislike about Gainsight Customer Success?** The integration with Salesforce is tricky. Also, we are not always able to properly represent the exact structure of each account we're working with (parent account / child account - relationship between accounts in general). This is not entirely due to Gainsight (SFDC is the source of data). Let's say that none of the platform is perfect in that regard. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is a one-stop platform we use to: - keep track of our CS activities - document all relevant information related to each account (any CS could step in and take over) - review our customer's health indicator (helps to be proactive and mitigate churn risk) - monitor our book of business (renewal and upsell opportunities tracking) - plan our day (CTAs) and follow best practices (playbooks) It's a true CS productivity engine. ### 32. Gainsight is an essential tool. **Rating:** 4.0/5.0 stars **Reviewed by:** Jerome D. | Senior Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about Gainsight Customer Success?** I have been a Gainsight user for 8 years now and it has been a real game changer. It provides a centralised platform for your customer data, customer success dashboards, health scores, helps you build success plans, among other things, and help you turn your champions into advocates, and pay attention to your detractors with save plans and activities. Gainsight keeps adding new features: cheat sheets, AI... We have integrations between Gainsight and Slack, Outlook and Salesforce It is a leading and vital tool for our organisation! **What do you dislike about Gainsight Customer Success?** As a Manager, I was not able to have a 360 degree view about my CSMs' essential activities, and ended up using Googke sheets, and PowerBi. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Central customer repository. Integration with other tools. Getting dashboards and easily identify what I am looking for. Building Success Plans and account plans. ### 33. Great tool for CS **Rating:** 5.0/5.0 stars **Reviewed by:** Dónal W. | Enterprise (> 1000 emp.) **Reviewed Date:** December 18, 2023 **What do you like best about Gainsight Customer Success?** I absolutely love how Gainsight CS gives me a crystal-clear picture of our customer's journey. It's like having a superpower to see into our customer's experiences and needs. The customer health scores are a game-changer – they're like a heart monitor for customer relationships, letting us know exactly when to step in and nurture. The platform is also a major timesaver with its automated workflows. It's like having an extra pair of hands, keeping track of all the crucial touchpoints without missing a beat. **What do you dislike about Gainsight Customer Success?** it can be slow, as it's in Salesforce, so accessing accounts takes a few clicks and a bit of loading, but nothing major. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Customer health, insights into adoption and customer behavior and overall portfolio management ### 34. I've loved using Gainsight! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is most helpful in organizing the intiatives I need to focus on, areas I need to follow up with customers, and my general day-to-day. Utilizing CTAs and Tasks has been hugely impactful to my overall organization in my job. Gainsight has also helped with ramping up knowledge quickly on customers I have taken over from my peers. Being able to reference past conversations, topics, etc., in one place is impactful! **What do you dislike about Gainsight Customer Success?** There have been instances where Gainsight is rigid and cannot be altered. I understand this is for broader business initiatives, but flexibility in certain areas would be appreciated. **What problems is Gainsight Customer Success solving and how is that benefiting you?** There is not a "1 stop shop" when it comes to technology within my Organization. Using Gainsight within my team as our source of truth has benefitted me greatly! There is a lot of historical information in Gainsight that I otherwise wouldn't have access to. ### 35. Gainsight is an integral part of my daily CSM Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Matthew M. | Enterprise (> 1000 emp.) **Reviewed Date:** September 22, 2023 **What do you like best about Gainsight Customer Success?** Gainsight allows me to keep accurate and up to date notes on all of my customers in a single organized place. Not only that, but I also track and share all of my expansion opportunities and risk assessments with my superiors via gainsight. This allows myself and my managers to have weekly conversations and accurately track my performance, as well as the general state of my customer base. It pulls information directly from Salesforce, so I don't need to open mulitple pages when trying to get customer information. **What do you dislike about Gainsight Customer Success?** UI could be a little more intuitive/easy to use. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Recording customer touchpoints, which allows my managing team to have insight into my day to day. Tracking opportunities within my customer base, which keeps me organized. ### 36. Awesome for tracking customer success **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Gainsight Customer Success?** The ability to stay organized on the go and in real-time is extremely valuable to me. I typically handle a lot of request that result in action items so I live in the Gainsight Cockpit and let the CTA's guide my week. Frees up the brain space for me. **What do you dislike about Gainsight Customer Success?** I haven't much downsides for gainsight. Maybe expand the options for CTA cells in the Cockpit view. It would be cool to color code or grey out some of the CTA's. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS is helping manage multiple success plans for each of my customers by organinzing the most important and urgent tasks. This allows me to have a wholistic view of growth driving actions througout the timeline of my customers at a per company basis. It's easy to paint the picture of how our team has or hasn't impacted the success of our customers. ### 37. Good tool, hard to administer **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a great tool in that it provides visibility about customers to the organization through the lens of customer success. It has tons of features that enable you to go deep into insights on your customers as long as you bring the data into the system. What makes them stand out is their thought leadership on customer success. They bring a level of knowledge about the industry that you don't see elsewhere. **What do you dislike about Gainsight Customer Success?** The learning curve to learn how to administer GS is steep. The platform isn't designed for small customer success teams. The UI for administrators isn't as intuitive as other platforms that I've worked in. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Provides a single source of truth for customers. ### 38. CS VP Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about Gainsight Customer Success?** Dashboards and all customer tracking in one place. Pulls in external data into one view to share with other stakeholders. **What do you dislike about Gainsight Customer Success?** Not sure, for me I have an in house expert I go to with questions. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Success plans, account activity tracking, NPS/CSAT scores, LMS ### 39. Best tool for CSMs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** December 20, 2023 **What do you like best about Gainsight Customer Success?** I really like Gainsight CS for several reasons. Firstly, the ease of use is impressive. Navigating through the platform and accessing different features is intuitive and straightforward. It saves me time and makes my work more efficient. The dashboard feature is another highlight of Gainsight CS. It provides a comprehensive overview of important metrics and data, allowing me to quickly assess the performance and health of my projects. The visualizations are clear and easy to interpret, giving me valuable insights at a glance. Lastly, the number of features offered by Gainsight CS is impressive. It covers a wide range of functionalities that are essential for managing customer success. Whether it's tracking customer interactions, analyzing data, or managing tasks, Gainsight CS has it all. Overall, Gainsight CS has been a valuable tool for me in my work. Its ease of use, informative dashboard, and extensive feature set make it a top choice for CSMs. **What do you dislike about Gainsight Customer Success?** Gainsight CS has its strengths, but there are some aspects that could be improved upon. One major drawback is the slow navigation. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We have been using Gainsight CS to solve the problems of gathering data on customers and building the customer journey. ### 40. Hear it from a long time GS expert customer **Rating:** 4.5/5.0 stars **Reviewed by:** Anthony S. | Enterprise (> 1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about Gainsight Customer Success?** Ability to operate fairly independent of a CRM such as SFDC. Being able to deliver quick wins without a long release process benefits the CSM team and the customer. This also comes from an admin being able to connect to new data sources quickly and easily, pushing out important Call-to-Actions, and create reports from disparate sources. **What do you dislike about Gainsight Customer Success?** Without getting into deep details, any product has its imperfections. My dislike usually comes from support. As a seasoned admin, I have the experience over the growing support group. I don't get the right answer the first time in some cases. However, having a Premiere support packaged that gives you a dedicated rep, is an imense help. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Managing complex scorecard scenarios. ### 41. Excellent Customer Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Media Production | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2024 **What do you like best about Gainsight Customer Success?** Gainsight CS let's me see everything I need to know about my customers all in one place. But the best part is our CSM Cassidy - she is always available to give us advice on how to beat utilize the tool and solve operational problems. **What do you dislike about Gainsight Customer Success?** As powerful as it is, it does require a lot of specialized administrative knowledge and experience. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS gives leadership an easy way to get real time information about our most important customers. ### 42. Technical Account Manager review **Rating:** 5.0/5.0 stars **Reviewed by:** Keith S. | Enterprise (> 1000 emp.) **Reviewed Date:** December 21, 2023 **What do you like best about Gainsight Customer Success?** Gainsight allows me to track the proactive analysis I perform for customers and then track the recommendations to see if they are followed and if so what is the outcome. **What do you dislike about Gainsight Customer Success?** There is a bit of a steep learning curve but with good setup and proceedures outlined it is a very adoptable solution. **What problems is Gainsight Customer Success solving and how is that benefiting you?** I have had several managers who did not really understand what a TAM does. Gainsight helps me chart the activities and their value. ### 43. Great User Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Rachel P. | Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2023 **What do you like best about Gainsight Customer Success?** Easy to navigate different acconts and integration with Salesforce. I work with a pool team managing thousands of customers and the customer support we are able to provide with our detailed notes is a bonus. **What do you dislike about Gainsight Customer Success?** Filtering components could be easier, as well as easier to see who the direct contacts are and if their emails are suppressed. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We manage 12k pool customers across 8 CSMs and it is so easy to see all notes and previous communications. The system updates frequently and no big complaints. ### 44. Great tool that has boosted the efficiency within our CSM team! **Rating:** 4.0/5.0 stars **Reviewed by:** Guillaume V. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2023 **What do you like best about Gainsight Customer Success?** I have been working with Gainsight on a daily base for over a year. I love that Gainsight makes it easy to see how my customers are doing. With the health score it's easy to see the overall happiness of a customer in just one look. Also the CTA's help me on working more efficiently and not forgetting important tasks. **What do you dislike about Gainsight Customer Success?** I think sometimes it takes to long to load certain dashboards/pages, which can be frustrating. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Improving efficiency & having a better overview of the customers in my portfolio. ### 45. Complex tool, many possibilities **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 08, 2019 **What do you like best about Gainsight Customer Success?** I love it's all-in-one solutions for anything within Customer Success. **What do you dislike about Gainsight Customer Success?** it's very technologically advanced, it takes a bit to adopt teams. Expensive licensing limits distribution of info across the CS departments. **What problems is Gainsight Customer Success solving and how is that benefiting you?** scaling communications and other ### 46. Easy to navigate & insightful **Rating:** 5.0/5.0 stars **Reviewed by:** Christina S. | Enterprise (> 1000 emp.) **Reviewed Date:** January 25, 2024 **What do you like best about Gainsight Customer Success?** I like that I can see my customer health score and all the relevant information in one place. **What do you dislike about Gainsight Customer Success?** You do have to click around a lot and some of the information is scattered around and so I end up searching too much to find the right information. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Allows me to do my job with ease. ### 47. Holy Organization!! **Rating:** 4.0/5.0 stars **Reviewed by:** Laura T. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2023 **What do you like best about Gainsight Customer Success?** I LOVE the automation features. While there are plenty of personalized options, there are also a TON of automated functions that streamline the workflow beautifully!! **What do you dislike about Gainsight Customer Success?** The nuances absolutely involve a learning curve. There are behaviors that seem as though they are simple, but may not be functionable in GS. Some tasks seem redundant (or maybe haven't been fully explained to me) **What problems is Gainsight Customer Success solving and how is that benefiting you?** GS is ensuring customers don't fall through the cracks during their life cycles. It uses metrics set forth by our internal teams to measure the health of the accounts while bringing new customers OR at risk customers to the forefront. ### 48. The all in one place to get a 360 degrees view of your account **Rating:** 4.0/5.0 stars **Reviewed by:** Hycham T. | Enterprise (> 1000 emp.) **Reviewed Date:** December 25, 2023 **What do you like best about Gainsight Customer Success?** Summary of all the information in the first page Possibility to integrate email via an Outlook connector Data from Suport tickets and licenses information **What do you dislike about Gainsight Customer Success?** Take some time to load A lot of diagrams available - Need to streamline with a tailored view easily A connector to streamline notes from a Teams transcript when you create the meeting on GS would be appreciated **What problems is Gainsight Customer Success solving and how is that benefiting you?** Having all the customer inofrmation in one place ### 49. My Gainsight Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** July 12, 2024 **What do you like best about Gainsight Customer Success?** It is very easy to use and very easy to navigate as well. **What do you dislike about Gainsight Customer Success?** I do not have anything that I dislike about using Gainsight Customer Success **What problems is Gainsight Customer Success solving and how is that benefiting you?** Back tracking of steps done. Helps as a reminder and a referrence tool as well for us when doing optimization. ### 50. Best CRM! **Rating:** 5.0/5.0 stars **Reviewed by:** Emily L. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a fantastic tool that has been an a core part of our CS organiation in terms of collaboration, reporting and project planning. Its main features have enable our team to support our customer throughout their journey while ensuring that all our internal teams can benefit from the insights and details of our customers to ensure we progress/imrove as an organization. **What do you dislike about Gainsight Customer Success?** Gainsight can certainly enhance its reports and dashboard capabilities to facilitate more granular reporting. There are few product limitations, in some case more flexibility with dynamic fields (like CTA due dates, logging emails automatically etc) could all be food for thought! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Centralized data, C360 view of our accounts, main collaboration tool accross our team. ## 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=9§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+18%3A35%3A59+-0500&secure%5Bsession_id%5D=840a0673-20ab-4e75-b32a-91d59a02da9d&secure%5Btoken%5D=0727cb36ba1909457c52d96a475410dd69dd1e0b8f8e90b38ca8e47657dd45de&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)