# 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:** 1,685 ## 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 value the **ease of use** of Gainsight, enhancing organization and providing quick access to vital account information. (96 reviews) - Users appreciate the **centralized information** in Gainsight, enabling efficient tracking and organization of customer interactions. (53 reviews) - Users value the **enhanced visibility** Gainsight provides, integrating all customer data into one efficient dashboard. (51 reviews) - Users appreciate the **excellent customer support** offered by Gainsight, enhancing their experience and efficiency significantly. (38 reviews) - Users value the **intuitive design** of Gainsight Customer Success, simplifying navigation and access to essential customer information. (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 **comprehensive health monitoring** features of Gainsight, which streamline insights and enhance customer engagement effectively. (33 reviews) - Helpful (32 reviews) **What users dislike:** - Users find Gainsight Customer Success to be **not intuitive** , with a clunky interface and complicated processes for new users. (24 reviews) - Users express frustration over the **missing features** like custom reports and linked playbooks, hindering effective data analysis. (22 reviews) - Users experience a **steep learning curve** in customizing Gainsight, requiring technical skills for effective administration. (20 reviews) - Users desire a **more customizable UI** in Gainsight, as the current limitations hinder their experience and efficiency. (17 reviews) - Users find Gainsight Customer Success to have a **complex interface** that can be overwhelming and slows down productivity. (15 reviews) - Users note that Gainsight Customer Success requires **significant improvement in implementation** and setup for better usability. (15 reviews) - Slow Loading (15 reviews) - Learning Curve (14 reviews) - Slow Performance (14 reviews) - Tool Limitations (14 reviews) ## Gainsight Customer Success Reviews ### 1. Love using Gainsight CS **Rating:** 5.0/5.0 stars **Reviewed by:** Philipp U. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2023 **What do you like best about Gainsight Customer Success?** Its simple and intuitive to use. Love the interface and the way it is able to aptly connect with all of the other tools I'm using **What do you dislike about Gainsight Customer Success?** Would love to see a bit more UI customization. Particularly something like Dark mode **What problems is Gainsight Customer Success solving and how is that benefiting you?** Helping me to manage my pipeline as well as connect with other client success tools I'm using. ### 2. Gainsigt - Customer Success possible **Rating:** 4.5/5.0 stars **Reviewed by:** Ramu R. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2023 **What do you like best about Gainsight Customer Success?** Data capabilities Analytical Capabilities JO analytical Scorecard Gainsight support response rate Gainsight Csm response **What do you dislike about Gainsight Customer Success?** Sometimes multiple steps to build. Data designer small change, need to start from strach. Tenant id should be available on top or at the support access page **What problems is Gainsight Customer Success solving and how is that benefiting you?** Automate CTA, journey arc, powerful rules engine, data designer and scorecard ### 3. Gainsight Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Nishanthini B. | Gainsight Administrator - CSM Enablement Operations, Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a one stop shop tool for Customer Success where it helps to run theri book of business. It's powerfull tool where we can bring the data from multiple sources to have it as one stop shop for Customer Success. There are so many features that helps admin to configure the automation so that the CS can make most out of GS functionality as possible. **What do you dislike about Gainsight Customer Success?** The least helpful about GS is the email template editor. We would like to send well formatted email templates to our customer however we have been facing some issues with template editor where the level of farmat differnece between outlook in PC vs Mac. GS has to improve this functionality so that our customers wouldn't be wired about reading our automated emails. Other than that Gainsight is a great tool and they have been improving a lot and its great to use Gainsight on a daily basis. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS is solving most of our problems and being very productive and responsible. They're reachable and willing to listen/help any issues. Always welcomed out input and feedback. It has been great experience with Gainsight CS. ### 4. Gainsight is worth all the hype **Rating:** 5.0/5.0 stars **Reviewed by:** Caity S. | CS Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2023 **What do you like best about Gainsight Customer Success?** Gainsight has moved us from a reactive CS organization, to driving business outcomes with our Customers. We have the ability to demonstrate their adoption, base-line them in comparison to others in their segment, and document their outcomes without needing to leave the platform. **What do you dislike about Gainsight Customer Success?** The only challenge the I have it with the administration, and sometimes it can take a while to configure things. This is more a user issue than a product issue. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight allows us to have a holistic view of the customer, in one consolidated dashboard. It allows me as a leader to measure my teams success in their role as well. ### 5. CS Operation Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2021 **What do you like best about Gainsight Customer Success?** The ability to gather the data and create usable dashboards for many different situations or teams (leadership, high touch CSM, tech-touch CSM, etc.) **What do you dislike about Gainsight Customer Success?** Since NXT is still relatively new, some quirky UI issues pop up or a feature you might expect to be available (e.g., exporting the list of licenses of the user management page). However, there are usually ways to work around those shortcomings, and Gainsight actively listens to its customers to add requested features. **Recommendations to others considering Gainsight Customer Success:** Make sure you research where your data is coming from and the "Source of Truth" of that data. Cleanse it as much as possible, so upon rollout/implementation, you know you're working with the best information possible. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Our CSMs were generally living in Salesforce and using data out of there. We are working towards having everything a CSM needs in our Gainsight platform and providing them with quick, digestible data. ### 6. Ideal CSM tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2023 **What do you like best about Gainsight Customer Success?** More than just one thing but one of the main items would be health score tracking with flexibility of adjusting metrics based on various factors. Forecasting functionality is also a major benefit of this software overall. The ability to create multiple dashboards to serve multiple user groups is very useful. **What do you dislike about Gainsight Customer Success?** From a Customer Success factor their limitations on creating mandatory fields/options in certain areas within the platform. Some of the functions are limited because the platform is heavily designed to fit the Gainsight Customer Success model. Some other minor limitations can be an issue at times. Ease of adoption and integration can be an issue for some organizations depending on what tools they might currently be using. **What problems is Gainsight Customer Success solving and how is that benefiting you?** A business unit wide approach to tracking/covering Customer Success related activities. ### 7. Good, but needs constant support **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2024 **What do you like best about Gainsight Customer Success?** Timelines and all reviews in one place provide an excellent way to have all cust information in one place **What do you dislike about Gainsight Customer Success?** Getting information from other sources is hard; integrations misses basic features (like converting text to numbers). It mostly works, but you need one person spending a lot of time maintaining this. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Better than a simple CRM ### 8. Gainsight is THE ENGINE AND BACKBONE to your Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Andor F. | Head of CS Ops, Enterprise (> 1000 emp.) **Reviewed Date:** August 24, 2023 **What do you like best about Gainsight Customer Success?** - Ability to transform and create new datasets which can be used for comprehensive reporting, trigger proactive calls to action - Very configurable / customizable platform - Comprehensive 1:M email campaign and program automation that allows you to fully run a pool model / digitial segmentz - Interopability with othere platforms such as SFDC, Hubspot, JIRA, Zendesk (to name a few) - Seamless intregration with SFDC; can directly access Gainsight via an SFDC iFrame - Amazing team. CSMs, Technical Account Managers and consultants are insanely knowledgable and can make some of your craziest, innovative ideas come true! - Rules Engine is phenomenal! Allows you to be as comprehensive or as basic as you want with your calls to action or data management. - C360 is very customizable, can create different views for different teams/segments - much easier to navigate customer insights than other CS Platforms, and SFDC. - Phenomenal health score framework - you can really get robust and easily have a data-driven health score **What do you dislike about Gainsight Customer Success?** - Not a dislike, but a best pratice for new customers/prospects: Gainsight def requires an Admin/Ops team. Do yourself a favor, but away your ego and do not let non-ops people administer the platform. They do not have the right skill sets and will potential ruin the experience for the organization - There are some random limitations that always catches you off-guard, but usually you can find a workaround - Although they are alwasys innovating, there are some some admin configs that are somewhat time-consuming / clunky for the admins, but not the end of the world - Reporting / Dashboards are good - but hard to compete with a Tableau/BI sofrware; but intergrates very well with Tableau! **What problems is Gainsight Customer Success solving and how is that benefiting you?** CSM Efficiency: Automation, easy access to customer insights and proactive workflows that takes a lot of mundane tasks out of the CSMs hands; allowing them to spend more time with actions that drive value to customers ### 9. We've only seen the tip of the iceberg. **Rating:** 4.5/5.0 stars **Reviewed by:** Jonathan H. | Regional Director, Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2023 **What do you like best about Gainsight Customer Success?** Appreciate the support the Gainsight team provides as we adopt the platform - excellent partnership and experience with their CS team. Gainsight's Dashboard & Scorecard functionality allows us to gather insight about the health of our business and share insights across the larger ecosystem. That insight allows us to make informed decisions with where we invest our time and resources as we strive improve CSAT and ROI. CTAs and Success Plans give my team templated guidance around accounts activities they use - we're looking at building these out to be external tools used to further engage and provide visibility of milestones with our customers. It's an easy to use software that helps our CSMs centralize and organize their thoughts with their broader internal and external teams. **What do you dislike about Gainsight Customer Success?** Would like to see more OOTB solutions standardized for enterprise businesses. Without a dedicated Ops team, we've struggled to fully realize the potential of the tool that we know is there. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight provides me and my team mechanisms to ensure we're driving the right activities within our customer base to drive adoption and value realization with our solutions. The potential automation, integrations, and digital touch opportunities the tool drives is immense. As we look to scale Customer Success across our customer-base, Gainsight will give us a mechanism to realize that scale. ### 10. Very satisfying **Rating:** 4.0/5.0 stars **Reviewed by:** John S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about Gainsight Customer Success?** Customer success plans are the best part **What do you dislike about Gainsight Customer Success?** Usability a bit archaic and too many key clicks **What problems is Gainsight Customer Success solving and how is that benefiting you?** Customer success plans ### 11. Gainsight admin who loves Gainsight **Rating:** 5.0/5.0 stars **Reviewed by:** Eric V. | Gainsight Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a very user-friendly system for Admins, CSM's or CS Managers but one of the many things I love about Gainsight CS is how easy the onboarding process was for a new Admin, I find it very easy to find the answer to any question I might have. The Gainsight support documentation is very thorough and helpful, the office hours they have available twice a week are great, and the webinars they have for new releases and product updates, or just asking our CSM and Support Analyst. They do a great job making sure we have everything at our disposal to be successful. **What do you dislike about Gainsight Customer Success?** I wish we had more freedom as Admins to create and edit as we please. For example not being able to edit the "Create Objective" page layout seems like something that we should be able to edit quickly but can't. Not able to have permissions on specific fields makes data permissions a little more complicated. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Being able to track new risks for any size account as soon as we see them come up to help reduce any possibility of churn. It's very easy for risks to get unnoticed for even bigger accounts but with the scorecard, and timeline features it makes understanding who is at risk and why they are at risk much easier ### 12. Easy to use and great insights **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2023 **What do you like best about Gainsight Customer Success?** I enjoy the ease of use and intuitiveness of the platform. I also find that there is a variety of metrics and information I can gather from Gainsight to help make my daily job easier. The tools provided in the platform help my day to day run smooth. I use Gainsight daily in my role. **What do you dislike about Gainsight Customer Success?** Sometimes dashboard reports won't refresh properly, but otherwise no major complaints **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping me gain valuable insights into my accounts and help set up a plan for moving forward. CTAs are valuable for me to ensure I am keeping a consistent and efficient cadence on tasks. ### 13. A must-have tool for all Customer Success departments! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2023 **What do you like best about Gainsight Customer Success?** Ability to see a holistic view of all customer touchpoints along the journey.The health scoring is state of the art and enables us to be smarter on our intervention tactics. The AI features are going to be game changers this year for us as well - very excited to roll out Meeting Assist! **What do you dislike about Gainsight Customer Success?** Nothing I dislike but I would say continue to strengthen all integrations with other programs (Salesforce, Qualtrics, Loom, etc)! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Improved health scoring and allowing us to get ahead of our clients. ### 14. A very helpful tool for customer success **Rating:** 4.5/5.0 stars **Reviewed by:** Jenny S. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2023 **What do you like best about Gainsight Customer Success?** Being able to engage with end users, to tailor this engagement using rules is a great advantage. I can also monitor usage and trends to quickly identify and even pre emt issues that may arise on my accounts **What do you dislike about Gainsight Customer Success?** Nothing, it is intuitinve and a lot of support on line and directly from Gainsight is provided if there is anything I am not sure of. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Understanding the end user experience better. Getting feedback on our software. Monitoring usage activity. Giving users direct access to helpful content. ### 15. Just Scratching the Surface **Rating:** 5.0/5.0 stars **Reviewed by:** Josh P. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2023 **What do you like best about Gainsight Customer Success?** The visibility we've gained throughout the CX org has been incredibly valuable. We can automatically understand risky client interactions throughout the entire customer base, allowing us to get ahead of risk well before it becomes a churn notice. Understanding how my team is objectively interacting with customers in an evidence-based way has significantly enhanced the quality of our risk & renewal assessments of our customer base. There's still a lot more for us to leverage as a CS org, and I'm excited about the potential we'll realize with this data in an automated and low-friction capacity. **What do you dislike about Gainsight Customer Success?** While onboarding is generally considerably more accessible than other tools we've leveraged, there is some rigidity to how Salesforce fields sync into Staircase for mapping purposes. We've had to create custom fields for certain customer info that required some work from our SFDC admin, but nothing that's overly resource intensive. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Automated and scaled insights into Customer interactions, sentiments, and general risk profiling. We're able to address risk scenarios in a more proactive manner, while ensuring we're on track to hit all of the critical customer lifecycle milestones. ### 16. Great tool to help Analyze and Monitor customer data **Rating:** 4.5/5.0 stars **Reviewed by:** Andres O. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Gainsight Customer Success?** Favorite thing is how easy it is to build reports and that can paint a better picture for the CS team. **What do you dislike about Gainsight Customer Success?** There are some limitations when it comes to what data we can push in from other resources. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Helping us keep a pulse on how our customers are doing at propeller and how are CSEs can be more proactive. ### 17. Sr Lead Solutions Analyst | Gainsight Admin **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan F. | Enterprise (> 1000 emp.) **Reviewed Date:** December 18, 2023 **What do you like best about Gainsight Customer Success?** The best part of Gainsight is the flexability and customizations you can do to fit every business. Having the Relationship level allows to have a deeper dive into products without ruining the higher up Company view. **What do you dislike about Gainsight Customer Success?** The downside of Gainsight can be the limitations of product support and features becoming available. We hit a lot of limitations on the cockpit/timeline view. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Mainly giving us a great view into each business and also providing us with many Call to actions to ensure we hit our customers in the best timeframe. ### 18. Transformative Insights and Engagement with Gainsight CS **Rating:** 4.5/5.0 stars **Reviewed by:** Damien N. | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2023 **What do you like best about Gainsight Customer Success?** Gainsight CS has proven to be an invaluable asset in my transition to the Customer Success Manager role. The platform's ability to provide a 360-degree view of our customers is its standout feature. This comprehensive perspective allows me to gain deeper insights into customer needs, preferences, and challenges, which enables me to tailor engagements for maximum impact. **What do you dislike about Gainsight Customer Success?** While Gainsight CS has so far been immensely helpful, the learning curve for new users might be a bit steep initially, especially for those who are not familiar with similar platforms. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS is effectively solving a range of critical business problems in my role as a Customer Success Manager. One of the key challenges it addresses is the need for a comprehensive understanding of our customers. With my recent transition into Customer Success, gaining insights into our customers' preferences, pain points, and behaviours is crucial. Gainsight's 360-degree view of customer data allows me to do this effortlessly. ### 19. Great Product, simplifies management of my account portolio **Rating:** 4.5/5.0 stars **Reviewed by:** James D. | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2023 **What do you like best about Gainsight Customer Success?** Love the ease of use and visibility of account metrics, also a massive win is the calendar sync up straight into Gainsight, saves me hours on admin. **What do you dislike about Gainsight Customer Success?** I do feel some improvements could be made within the Success Plan section, mainly the UI and the inability to have sub tasks. For example on Monday.com its a really nice UI where you can drag and drop objectives into different status' within the Success Plan journey to value realisation. Also if you have an objective to reduce abandonment rate to 4%, and the tasks where ways to achieve this object such as introduce Queued Callbacks or streamline Call Plan routing etc, you could then add sub tasks for each task to show progress on each element to the overall end goal. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Quick and easy visibility of my account portfolio, to identify positive/negative trends as well as getting insights to company news. Having everything in one place is amazing. ### 20. Great tool for Customer success team **Rating:** 3.5/5.0 stars **Reviewed by:** Rachana S. | Revenue Operations Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 29, 2024 **What do you like best about Gainsight Customer Success?** It's ability to integrate with multiple systems and have everything in one place **What do you dislike about Gainsight Customer Success?** It's still evolving, have many features in backlog and could be its not an easy plug and play kind of tool **What problems is Gainsight Customer Success solving and how is that benefiting you?** CSMs can log their work in the tool at a company level, which gives visibility to their work ### 21. Gainsight is Productive !!!! **Rating:** 4.5/5.0 stars **Reviewed by:** Ronaldo A. | Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is my friend to show to my peers, company and leadership how productive I am in front of my activities with my customers. **What do you dislike about Gainsight Customer Success?** As much as more automatic I can assign my emails, messages and activities (documents, presentation, etc) with my CTAs I will be more productive to do my tasks and have them register in Gainsight. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight solve the obstacule to register all kind of interactions I have with my customers during the day. ### 22. Gainsight - it does the work so you don't have to do it in spreadsheets! **Rating:** 4.5/5.0 stars **Reviewed by:** Justin B. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2023 **What do you like best about Gainsight Customer Success?** Powerful data anlyatics tool. Can bridge multiplate data sets. The Scorecard features. Amazing staff and support team. Ability to tell the customer story from start to finish. Always updating and providing process improvements. **What do you dislike about Gainsight Customer Success?** Being a Gainsight admin will take awhile to really beging to make sense to new admins. It's a learn by doing tool, so you have to remind yourself that your first year or so will be mostly filled with concepts and failed executions. However, once you get a firm grasp on concepts and features, that goes away pretty quickly. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS solves the problem of "How do you become a proactive Success team that uses data to help guide the user experience?" With the ability to leverage data from almost anywhere, it has shaped the customer narrative in a way that allows us to provide better service than ever before. ### 23. Powerful and customizable tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2024 **What do you like best about Gainsight Customer Success?** It is a very powerful tool to build automated actionable items for the teams. It allows for standardization of processes across a similar group of customers with the ability to scale with digital CS teams. **What do you dislike about Gainsight Customer Success?** Administration and keeping data integrity is not that easy **What problems is Gainsight Customer Success solving and how is that benefiting you?** Providing customer 360 view from multiple systems ### 24. Gainsight for Account Management **Rating:** 5.0/5.0 stars **Reviewed by:** Courtney G. | Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Gainsight Customer Success?** Insight into accounts and forecasting. Giving my team a place to keep notes about their call, meetings, etc. Collarboration between CS and AM team. **What do you dislike about Gainsight Customer Success?** So far we are working to build out more forecasting for upsell and renewals **What problems is Gainsight Customer Success solving and how is that benefiting you?** Insight into accounts, health of accounts. ### 25. A must have tool for all CS folks **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gainsight Customer Success?** - Extremely easy to learn and use. - Provides a lot of customization to help generate custom reports and custom dashboards. - The tool feels very light and the reports get generated very quickly. **What do you dislike about Gainsight Customer Success?** - The GS plugin for gmail at times doesnt update the timeline to the right account. The process of correcting this is not easy and literally have to do a manual copy and paste. I feel this can be improved. **What problems is Gainsight Customer Success solving and how is that benefiting you?** - I spend close to 2 hours a day using GS. It helps me get an overall health of all my customers. - I can easily identify the accounts that need immediate attention and take the right actions. - Reports are easy to generate and I can do lot of customizations which makes life really easy. ### 26. Can't say enough good things about Gainsight CS! **Rating:** 5.0/5.0 stars **Reviewed by:** Cheryl W. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Gainsight Customer Success?** As a former Gainsight user in another company, I really wanted to use Gainsight at Dottid for our CS team but thought it would be difficult to find a package priced to suit our needs as a SMB company. We were thrilled Gainsight has a sales team to not only accommodate our financial needs but also our desire to implement quickly. As soon as we set the wheels in motion, Gainsight set up an initial meeting to understand our requirements, pricing and timeline. We had clear and consistent communications throughout the sales process and into implementation. We worked with Gainsight's implementation partner, nCloud Integrators, who had our Kickoff, Implementation, User Training and Go Live planned to suit our schedule. It was a pleasure to work with Areya and the General Markets team. **What do you dislike about Gainsight Customer Success?** There are always things as a administrator and end user you would like to see or have as an enhancement or feature but for the most part I have no complaints. Wish list: Be able to reorganize or reorder of importance by drag/drop the monthly milestones on the C360 journey map. Also, it would be awesome if there was a scroll bar on the Journey Map so you could easily navigate to the past and back to current day. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We had a different CS tool in place that didn't allow us to appropriately track revenue, usage data, customer risk, easily create reports/dashboards, have a single scorecard with mulitple weighted measures and GS allows us to do all this and so much more. ### 27. Seamless customer success experience **Rating:** 4.0/5.0 stars **Reviewed by:** Sara T. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Gainsight Customer Success?** As a customer success manager, I really love how I can manage my book of business seamlessly. I am able to update notes, make success plans, and keep everything in line with Gainsight CS. **What do you dislike about Gainsight Customer Success?** I would like a search function- kind of like "how do I..." it would make finding certain functions super easy **What problems is Gainsight Customer Success solving and how is that benefiting you?** It solves the problem of having too much information not being organized. This makes my book of business seamless! ### 28. Gainsight enables CSMs to have all the necessary tools in one place for their day to day activities! **Rating:** 5.0/5.0 stars **Reviewed by:** Brittany P. | Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gainsight Customer Success?** The most helpful aspect surrounging GS is that it pulls all data into a one view / seamless space. It allows a CSM to plan out their day, week, and month in a way that enables overall relationship success for the CSM + client. It provides both CSMs and CSM Management the tools needed to have their most productve quarters. **What do you dislike about Gainsight Customer Success?** While GS is customizable to a degree, it does take a learning curve to navigate how to customize appropriately and what is / is not available. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Overall GS enables our CSM org to ensure our net revenue is protected as a bottom line. We are able to monitor, track, and strategize on engagement with clients, keeping on top of all the customer's needs and organizing our portfolio with ease. ### 29. Gainsight for digital CS **Rating:** 5.0/5.0 stars **Reviewed by:** Angie D. | Associate Director, Customer Success (Operations), Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Gainsight Customer Success?** Gainsight's Journey Orchestrator (JO) has been a vital tool in our digital customer success strategy. The query builder allows us to easily combine data points existing across various objects in our CRM into a single, usable participant list for digital cs outreaches. Gainsight has allowed us to operationalize our entire customer lifecycle across all CSM segments. Data Designer has also been a game changer for us. It leverages the same concept of combining data points in various areas into one object allowing enhanced reporting capabilities. After adjusting our NPS strategy to leverage Gainsight for NPS survey distribution, our survey response rate increased +500%! Gainsight has been excellent for external communication with customers, however, it's also serving as a valuable tool to create efficiency and productivity with internal outreach as well. **What do you dislike about Gainsight Customer Success?** The email builder could use some enhancements. We've adopted a plain text look to our digital customer success emails which have proved a better response rate. However, it would be great to have drag and drop functionality to create clean, formatted, newsletter style emails without designing in HTML/CSS, using a 3rd party tool to create content and export HTML/CSS, or outsourcing to Marketing. This functionality would enable us to send customer newsletters to drive traffic to the community, as well as internal voice of the customer newsletters. This would take Gainsight's JO to the next level! **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight allows us to scale customer success operations, enables our CSMs day-to-day, offers robust reporting, and more. ### 30. Simply Outstanding Platform for Customer Success Capabilities **Rating:** 5.0/5.0 stars **Reviewed by:** Louis P. | Enterprise (> 1000 emp.) **Reviewed Date:** August 21, 2023 **What do you like best about Gainsight Customer Success?** Tracking customer sentiment within Customer Success, sharing that information across our GTM teams, and the flexibility that Journey Orchestration provides us to nurture customers through their adoption of the Buildertrend platform. **What do you dislike about Gainsight Customer Success?** I don't have many dislikes about using Gasinsight CS. Perhaps being sure that internally, we have the right level of capacity across our organization to successfully build, enhance, and optiize the offering. This has less to do with the product functionality, and more with planning and cycles needed to get the most value out of the deployment. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Customer sentiment tracking and overall management of this process. Gainsight has made it so much simpler to administer this space. The use of customer sentiment across our Sales, Marketing, Customer Success, Product, and Operations teams has dramatically increased since our adoption of Gainsight as our CS platform of choice to support our rapidly-growing customer base. ### 31. Gainsight **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2024 **What do you like best about Gainsight Customer Success?** How easy it makes it to see my goals and plan my activities for the day. **What do you dislike about Gainsight Customer Success?** I don't dislike anything really. It has helped my job tremendously. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It helps us with the health of our customers and prioritizing our days and goals. ### 32. I have used Gainsight everyday for 5 years! **Rating:** 5.0/5.0 stars **Reviewed by:** Roc G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Gainsight Customer Success?** Gainsight makes it easy to track almost everything I need to do daily. I love the automation. It's easy to customize playbooks based on specific goals for customer outreach. **What do you dislike about Gainsight Customer Success?** I have between 50 and 100 CTAs at any given time, we met with someone from Gainsight's customer service or product team last year, and I mentioned to them that it would be helpful if I could arrange CTAs in my cockpit-like cards in an app. I would still really like to have that ability. The ease of customization of playbooks can sometimes cause us to create too many but that may be more a problem with our processes than with the platform itself. **What problems is Gainsight Customer Success solving and how is that benefiting you?** It's helping solve the problem of organizing all of my team's customer outreach tasks. We're able to more efficiently onboard new customers, keep track of where they are in the oboarding process, and therefore decrease time to value. We can reduce churn risks by automating playbooks based on key metrics. ### 33. A very powerful tool utilizing AI to help manage Client Success/Management teams **Rating:** 5.0/5.0 stars **Reviewed by:** Jim W. | VP, Client Success, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Gainsight Customer Success?** Staircase's ability to detect client risk/churn looks at a number of factors and helps me as a leader get flags raised earlier than I can see on my own. That early detection can help me roll out quicker intervention. It's also great to me to monitor not only my team's touchpoints with our clients, but other departments (sales/product) so I can make sure I have an understanding of the entire ecosystem of our organizations communicating. **What do you dislike about Gainsight Customer Success?** Occasionally negative sentiment is flagged incorrectly by AI, but it's very easy to adjust - and I'd rather be safe than sorry. Any historical issues I've had with the system has been addressed rather quickly by the Staircase team **What problems is Gainsight Customer Success solving and how is that benefiting you?** With the number of accounts and team members I have, Staircase is telling me when I need to pay closer attention to items I may not have a line of sight into. The AI detection around negative sentiment, poor client engagement, poor response times, etc. is something I'd have to do tremendous analysis and meetings to detect on my own. ### 34. If you can dream it, you can almost always configure it in Gainsight! **Rating:** 5.0/5.0 stars **Reviewed by:** Rachel H. | Principal Customer Analyst II, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Gainsight Customer Success?** Gainsight has unlocked the potential of our Customer Success team! When we were previously limited by access to data and other tools, we were able to harness Gainsight instead! No access to data, boom load S3 files in daily from multiple environments! No centralized database, boom load data into custom Gainsight objects to combine! No single source of truth on our customers, boom api integration to Confluence to reestablish the CS team as the source of truth! **What do you dislike about Gainsight Customer Success?** As a Gainsight administrator, you learn to live in within the constraints and limitations of the application to do what you can for the team. This often means trying to solve a solution multiple times before finding one that works. Rules Engine not working out, try Data Designer. Simple JO Program not working out, try an Advanced JO Program. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight enables disparate client data to be centralized and actionable for our team. Gainsight is becoming the go-to-solution across the company for storing and centralizing client data, which is a pretty cool change in mindset. ### 35. Daily User of Gainsight ; My experience on Gainsight **Rating:** 4.0/5.0 stars **Reviewed by:** Victor S. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2023 **What do you like best about Gainsight Customer Success?** - Centralized Data on all our customer - View on my personal portfolio of customer. - Follow my tasks (Call to action) - Have personnalized dashboards and insight on our Customer base. - Being able to communicate between GainSight and other tools like Slack, Google Agenda / Gmail, Hubspot. **What do you dislike about Gainsight Customer Success?** - Need of understanding for the links between client page ; his tasks ; the link beetwen specific information that are not actualize/synchronize fast enought or at all.(ex : Postponed meetings linked in my Dashboard) - Main pain : difficulty to view and write/type with different text fond etc into the Timeline tab. The square for an event is pretty small. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Following precisly our customer, centralize and communicate on client date between our different teams. Have insight on our custumer. It helps us sharing information and achieve client success - good following. ### 36. Great tool to track your most valuable customer's health **Rating:** 5.0/5.0 stars **Reviewed by:** Kirsten H. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Gainsight Customer Success?** Easy to use, navigate. All customer information in one place. Especially like to be able to track email conversations that happened via Outlook but are captured in GS's timeline for stakeholders to view. **What do you dislike about Gainsight Customer Success?** Requires thoughtful setup and the value you get out of the tool depends on the ability of the technical account manager to translate your requirements into reports and views that make sense. **What problems is Gainsight Customer Success solving and how is that benefiting you?** We need to track the most important Adobe Stock contributors to understand if their revenue and their activity on our platform continue to grow. We also need to be able to share Content briefs with those we track and make it appear as if it's a personalized email. ### 37. Easy to Use Product with a lot of functionality **Rating:** 5.0/5.0 stars **Reviewed by:** Michael W. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Gainsight Customer Success?** Gainsight allows myself and my team the ability to automate a lot of processes throughout the day to day operations of CS. With the ability to send emails out through programs it has allowed for us to reduce the man power needed when sending out renewal notifications throughout the life cycle of a customer. **What do you dislike about Gainsight Customer Success?** Not a lot of downsided to Gainsight CS, except for the typical functionality that is in the weeds and very case specific. So overall I don't have any dislikes or complaints. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Automating email sends and CTA creation that brings all the information a CSM needs to be successful during calls and day to day tasks. ### 38. Visual data and process automation at your fingertips **Rating:** 5.0/5.0 stars **Reviewed by:** Clayton C. | Director Of Client Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Gainsight Customer Success?** Being able to take our Salesforce data and transform it into a high-quality visual journey for our CS team is key. This allows for them to proactively "see" insights for their book of business to ensure the best actions and solutions are taken and provided for their customers. From C360 to cockpit to dashboards/reporting to surveys and timelines, our team gets a full encompassing view to best leverage and utilize data to properly engage with their customers. The Gainsight Support team is outstanding and always provides direction for any issue, and if they cannot resolve it in real-time, the process for escalating tickets for a solution is amazing. **What do you dislike about Gainsight Customer Success?** I believe there are too many concurrent releases without adequate introduction, testing, up-training, and/or process documentation to truly make an immediate value impact to our day to day. I get easily lost with all of the news and updates, and while I try to make an effort to prioritize time to review what's new, it is hard and overwhelming at times. Training material that includes in-depth material with tutorials showcasing a variety of use-case examples would be a huge benefit. **What problems is Gainsight Customer Success solving and how is that benefiting you?** CSM book of business management. ELT insights with dashboards/reporting on various CTA types; mainly CSM Alerts and Churn Risk. JO programs for mass email communications, as well as customer-centric communications. ### 39. Gainsight makes my job as a CSM significantly easier **Rating:** 5.0/5.0 stars **Reviewed by:** Corey G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is very helpful for consolidating customer data in a single place; the Customer 360 view enables me to quickly get up to speed on an account and the dashboards allow me to view customer information in bulk. It is far more immersive than I've seen from competitors and easier to use than accessing information via Salesforce. The Cockpit is helpful for tracking playbooks in bulk; as a Scale CSM I have hundreds of customers and need an easy way to track action items, which Gainsight allows. **What do you dislike about Gainsight Customer Success?** The biggest downside I've seen is some of the operational lift required to send information downstream, specifically to Salesforce. That being said, this is still possible and is not a deal breaker. Fundamentally, the product does a great job and there's not much that I would say is missing. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is helping me track my active customer playbooks in a scalable way, while also allowing me to create templated and repeatable engagements to improve productivity. I also use it to track customer health via dashboards, take meeting notes, and create reports. All of these enable me to consolidate workflows so I don't have to jump between disparate systems, while also enabling me to better focus on which customers only require digital engagement versus those that require human intervention. ### 40. Best platform to consistently innovate with communitt **Rating:** 4.5/5.0 stars **Reviewed by:** Alexis C. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Gainsight Customer Success?** I love the ability to centralize all our data and KPIs into one place. I love the flexibility of the platform and editing features that allow me to constantly iterate on the programs we've created. I love the way we can connect PX data to NXT. **What do you dislike about Gainsight Customer Success?** Some features work better in theory than reality. I see the immediate value that success snapshots could provide both our CS and Sales teams, but don't feel like the practical application of the feature works how I would need it to be useful. I'd like the success snapshots to be used to create 2-click, self serve solution for our sales teams to generate QBR level data and scale expansion efforts with our enterprise level accounts. **What problems is Gainsight Customer Success solving and how is that benefiting you?** I have one pooled CSM on my team that is currently assigned to 2800 accounts. That would be impossible for us to achieve without the use of gainsight NXT and PX. We also have solved many of the hand-offs / escalation processes using gainsight as well. Scalability, process enhancement, and impact measurement. ### 41. My EXP with Gainsight CS **Rating:** 4.5/5.0 stars **Reviewed by:** Marco Y. | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Gainsight Customer Success?** I like the new UI, and I like the ease of us of the platform There are a lot of great features that make my day to day a lot easier within the platform, **What do you dislike about Gainsight Customer Success?** The downtime and sometimes the platform is slow and lags behind. May be a network issue but I feel like it happens to alot of folks in our time. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Keeping great organization and visiblity into my umbrella of customers ### 42. Powerful software! **Rating:** 4.0/5.0 stars **Reviewed by:** Dani M. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 21, 2023 **What do you like best about Gainsight Customer Success?** the potential to automate a lot of tasks for the team. **What do you dislike about Gainsight Customer Success?** I think a lot of it has to do with how our data was set up in salesforce vs an issue with GS itsself but, its a bit difficult to translate our data from salesforce into usable workflows in gainsight at the moment. Even so I'm excited to iterate this in 2024 as I know the potential is there! **What problems is Gainsight Customer Success solving and how is that benefiting you?** right now its really been helpful capturing our engagement ### 43. Powerful tool for CSMs **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew L. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a robust tool with a centralized location for logging our customer engagement data. We are now taking advantage of some of the automation features we hadn't before and getting additional value out of the platform. Everything from NPS to renewals comes through Gainsight now. **What do you dislike about Gainsight Customer Success?** Just like any enterprise platform, if you don't implement it properly, it won't be successful. The first implementation had been geared towards management reporting which CSMs saw little-to-no value in. We've since then re-architected to pipe as much data into a single place to make this more valuable for them. Always consult with your CSM to make sure you get the most out of your investment. **What problems is Gainsight Customer Success solving and how is that benefiting you?** The biggest problem is all the disparate sources CSMs have to go to in order to have a full picture of their customer's health. Over time, we have been addressing this by adding more and more data to Gainsight. The automation features are tremendously valuable for our SMB cohort, but less so for more high touch customers. CSMs in the high touch segment seem to be the biggest detractors of the product. ### 44. Scaling our CS motion with ease **Rating:** 5.0/5.0 stars **Reviewed by:** Erin H. | Customer Enablement Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Gainsight Customer Success?** Gainsight gives our organization an easy ability to distribute communications, whether that be via Journey Orchestrator, PX (In-App), or Gainsight Assist. Using Gainsight as a means for digitizing our CS motion saves our Customer Success Managers time while ensuring our customers get what they need when they need it. **What do you dislike about Gainsight Customer Success?** While Journey Orchestrator simplifies bulk communications, it also could use improvement. Currently, you can only automatically remove a user from a multi-step email program if a link is clicked or an email is opened. I would like to see this include responses (i.e., automatically knock off a user if/when a response is received). **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight gives us visibility into the entire customer profile (including customer health, risk information, outcome tracking, etc.). Gainsight also keeps our CSMs organized by providing CTAs, dashboards, and reports, making it easy to track what they need to do within their book of business. ### 45. The most comprehensive CS platform to date **Rating:** 4.5/5.0 stars **Reviewed by:** Andrey T. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gainsight Customer Success?** Dashboarding is by far the most robust amongst CS tooling. I also love the timline and cockpit as it gives you quick line of sight. The gainsight assist plugin is invalueable. **What do you dislike about Gainsight Customer Success?** Be carefulk how you implement: 1. CTAs can be noise 2. Data, Data, Data. You need to understand what good vs bad customer looks like via data. If you don't, your helathscore would be meaninigless **What problems is Gainsight Customer Success solving and how is that benefiting you?** Visibility into risk and future state playbooks to run to solve the problem. Journey tracking via timeline is super helpful. ### 46. Gainsight - An Amazing Product **Rating:** 4.0/5.0 stars **Reviewed by:** Bhushan D. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2023 **What do you like best about Gainsight Customer Success?** Easy to use. Lots of features and integrations available **What do you dislike about Gainsight Customer Success?** Slow to load sometimes. Customer Support could be better **What problems is Gainsight Customer Success solving and how is that benefiting you?** We pull our Business Intelligence data into Gainsight which enables the Customer Support team send health check reports to clients on a regular basis ### 47. Very Impressive Product **Rating:** 5.0/5.0 stars **Reviewed by:** Justin B. | Customer Success Team Lead- Americas, Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2023 **What do you like best about Gainsight Customer Success?** The insights that it provides are very useful and it's fairly easy to use. **What do you dislike about Gainsight Customer Success?** Training it to accurately gauge customer sentiment based on the information sources it ingests requires some careful monitoring to ensure manual corrections are made when incorrectly identified. **What problems is Gainsight Customer Success solving and how is that benefiting you?** The platform has been very useful in aggregating various information sources to help provide a "single pane of glass" view of customer engagement and sentiment ### 48. Gainsight helps the team get the much needed comprehensive view **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2023 **What do you like best about Gainsight Customer Success?** Gainsight helps our team have the visiblity they need. As an admin, the interface is easy to learn and use. Implentation was relatively easy, I think what's good and agile about GS is that you can implement part of GS, and immediate get value out of the platform. **What do you dislike about Gainsight Customer Success?** I really wish customer support could be more consistent, it is a bit of hit or miss some times. Also the two way sync in their connector, there are some limitations. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight is able to give our users holistic view of their accounts and their book of business or region. UX/UI is really easy to learn and nagviate. ### 49. ALL-In One tool for customer success **Rating:** 5.0/5.0 stars **Reviewed by:** Alex A. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2023 **What do you like best about Gainsight Customer Success?** I enjoy that I can get all of my health scores, timeline entries of meetings/calls/tasks all completed within this system very easily. The integrations with chorus.ai and others also makes the tracking even easier. **What do you dislike about Gainsight Customer Success?** I only wish I could find it easier to ensure that duplicate emails at various companies could track responses for more than one company. I log emails for clietns that own 3 or 4 companies, but unfortunately it forces me to only be able to log to one. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Gainsight CS is solving the problem of proper account management and ensuring communication stays consistent. It benefits me by making sure I am on top of it with each and every client. ### 50. Keep up the good work **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2023 **What do you like best about Gainsight Customer Success?** Gainsight is a overall great tool for any Customer Success team. They've thought of all the key areas a CSM/CSAM needs to see to manage their book without duplicating work. We use a Salesforce integrated expierence, so we get the best of both! **What do you dislike about Gainsight Customer Success?** Honestly it's overall great. They would benefit from some 'click optimisation' (i.e. reducing user effort to do everyday tasks like logging meetings). If ever I've rasied a ticket they've jumped on it but in-platform feedback collection could be increased to maximise their continous improvement. **What problems is Gainsight Customer Success solving and how is that benefiting you?** Overall account management, Gainsight is much more powerful than Salesforce on its own - this saves time and increases datapoints I can refer back to. Especially the meeting/event/milestone/email logging tool to Timeline, yes you can do this in Salesforce natively, however Gainsight's integrated solution is much more powerful AND links through with Salesforce. ## 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=2026-05-14+16%3A08%3A22+-0500&secure%5Bsession_id%5D=c25507d4-195e-49fe-9196-e2a59c242b01&secure%5Btoken%5D=6dc32bcd4de77eaaf60c5cb4b946b25bcc8e85151985d68644b77fdbad230071&format=llm_user) ## Gainsight Customer Success Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [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) - [Amazon Redshift](https://www.g2.com/products/amazon-redshift/reviews) - [Atlassian Atlas](https://www.g2.com/products/atlassian-atlas/reviews) - [Clari](https://www.g2.com/products/clari/reviews) - [Domo](https://www.g2.com/products/domo/reviews) - [Gong](https://www.g2.com/products/gong/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Looker](https://www.g2.com/products/looker/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Microsoft SQL Server](https://www.g2.com/products/microsoft-sql-server/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Pendo](https://www.g2.com/products/pendo-io-pendo/reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [Tableau](https://www.g2.com/products/tableau/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 **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 **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 **Predictions** - Service Quality Assurance - Analytics - Revenue Impact - Artificial Intelligence - Sentiment - Retention **Platform** - Reporting & Dashboards - API & Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management **Mapping** - Multiple Org Charts - Stakeholder Roles **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance ## Top Gainsight Customer Success Alternatives - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - 4.7/5.0 (1,575 reviews) - [Totango](https://www.g2.com/products/totango/reviews) - 4.3/5.0 (1,139 reviews) - [Custify](https://www.g2.com/products/custify/reviews) - 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