Gainsight Reviews & Product Details

Gainsight Overview

What is Gainsight?

About Gainsight®: Gainsight’s innovative customer-centric technology is driving the future of customer success. The company’s Customer Cloud offers a powerful set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together enable businesses to put the customer at the center of everything they do. Companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur, and Box use Gainsight at www.gainsight.com.

Gainsight Details
Website
Languages Supported
English
Product Description

A complete customer success platform

How do you position yourself against your competitors?

Gainsight enables business transformation through its Passionate Community, Proven Expertise, and Cutting Edge Technology.

In addition to the largest Customer Success community, we also have a diverse, 340+ customer base spanning across Fortune 1000 companies such as HP, Cisco, Adobe and growth businesses like Box and Shopify.

Through our community and customers, we’ve developed deep expertise around Customer Success best practices which we embed into our product. With 50% of our company headcount dedicated to R&D, our best of breed technology platform can serve business needs across various customer segments. Our product innovations are consistently first to market and built to scale from day one.

We’ve delivered proven results, Gainsight customers see an average of 4% higher retention and 20% faster growth than their peers.


Seller Details
Seller
Gainsight Inc.
Company Website
Year Founded
2009
HQ Location
San Francisco, CA
Twitter
@GainsightHQ
13,338 Twitter followers
LinkedIn® Page
www.linkedin.com
731 employees on LinkedIn®
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Customer Success Operations Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The flexibility to tailor the software to your needs, especially in Scorecards, Dashboards and Playbooks. The powerful Rules Engine to calculate basically everything you want on your data. Review collected by and hosted on G2.com.

What do you dislike?

Flexibility seems to come with complexity. You definitely need a dedicated and skilled Gainsight administrator to set the system up and maintain it. Journey Orchestrator could use an upgrade in user-friendliness. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure you have a good idea of what you want the platform to do before starting the implementation. Think about your processes, segmenting, data sources... I would definitely recommend to purchase implementation services (either by Gainsight or an implementation partner). Dedicate time to work with these people on getting things right. Appoint a responsible Gainsight administrator from the start and make sure this person has time to get educated on the system and maintain the system afterwards. Once you are using the platform, you'll get many new ideas to implement. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

* Getting a 360 degree on individual customers and the complete customer portfolio, combining data from several sources.

* Creating proactive Calls to Action for CSM's to reach out.

* 1:Many communication via Journey Orchestrator.

* Dashboards for structured meetings.

* Standardized Playbooks for Customer Onboarding. Review collected by and hosted on G2.com.

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Director of Customer Success
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The timeline feature is a fantastic way to create visibility and track customer interactions with CSM's. The ability to "Tag" relevant people in your organization has been a game change for us. I also like the various dashboards we can create, and the ability to use scorecards to measure customer health and focus our CS efforts towards better client outcomes. Review collected by and hosted on G2.com.

What do you dislike?

It can be a beast to administer. There are so many areas you can customize and create "rules engines" that it can be daunting. Some things like CTAs and Success Plans are difficult to understand and know when to use one over another, when they are essentially the same thing. This can be confusing for CSM's as their client list grows. We've also had to invest extra money into having a part-time consultant help with admin upkeep and changes. Running reports also requires a few too many steps. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you're a company with a large and growing number of clients, Gainsight is a must. If you are a smaller company, there are other (less costly) alternatives that likely require less "heavy lifting". Gainsight can be a very sophisticated tool when you invest the time and money into implementing and maintaining it effectively. The investment is not just in the product, but also the wealth of knowledge and resources you gain access to as a client of Gainsight. True thought leaders! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Gainsight allows us to scale our team and deliver a better customer experience to our clients. We recently implemented new scorecards that will help focus our CS efforts towards improving client health. Overall, Gainsight has given us more visibility into what is happening with our clients, the types of meetings and conversations our CSMs are having, and narrow down our efforts as we continue to grow and scale. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

First off, I am writing this review as an admin and data-nerd and IT person. That being said, when it comes to merging data and bringing data "to life" this is a great tool, especially when supported by a well thought out mission statement with cross-org buy in. My favorite aspect of Gainsight is making never-seen-before data-sets become Actionable via CTA's and how everything is trackable via reports. Review collected by and hosted on G2.com.

What do you dislike?

There are some growing pains as all companies have. As we have pushed the envelope of the product we have discovered some limitations that have caused some delays in user story delivery. The good news is they have a very responsive support and product team that pays attention to their user Community (Gamechangers FTW!) and gives customers a voice and role in shaping future features and enhancements Review collected by and hosted on G2.com.

Recommendations to others considering the product:

In my short 2 years of experience and exposure to many customers, both internal and external, I can recommend Gainsight for an organization that has prepared and structured themselves to be most successful with it. Having Gainsight does not provide a "silver bullet" for Customer Success, what it does do, is provide a solid foundation and focal point for discussions about how to bring Customer Success to life in your organization. Having well-formed and planned approaches to CS at your organization is integral. Also, please don't just throw data at your instance haphazardly or excessively. When starting off, less is more and then you build from that. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We can easily say that with even some baseline automation of email and survey campaigns as well as CTA deployment with playbooks, we've immediately been able to provide standard and best practices that are measurable and impactful to customers. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The ability to customise the system to our own usage data is very helpful. I know this is the main point of the system, but as our tool has a slightly non-standard usage output, doing it manually was a nightmare, so we were unsure if it was going to be difficult even when done through a programme like Gainsight. However, it has reduced some key business process from having to have 4 or 5 different people across 3 different teams doing various tasks over the course of 8 days to it happening automatically, with no manual intervention overnight.

The support from all the different teams at Gainsight is also superb. Depending on what is needed, i.e. best practice guidance, technical support, etc, the relevant teams are kind, responsive, and efficient. I think the most helpful aspects of RentSense have been the guidance that accompanies the tool to ensure we are getting the most out of it. We meet with our Customer Outcomes Manager regularly to ensure we are using Gainsight in the best way. Review collected by and hosted on G2.com.

What do you dislike?

The implementation process was much more time consuming that anticipated, and looking back we feel the implementation partner didn't fully understand our needs and there are things we wish we had stood our ground on, rather than bowing to the advice of the implementation manger.

We also struggle occasionally with the reporting function. It is excellent for basic and intermediate reporting needs, however for more complex analysis, we still have to download the excel document and do it in excel. It is easy to export when needed though, and the majority of our reporting needs are met. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Gainsight is powered by your data sources, therefore your internal data whether that be in your CRM, from your tool or software, needs to be a clean enough state to map properly to Gainsight, otherwise you may not get the full benefits out of the system right away. I would also recommend ensuring having a dedicate person to the implementation of Gainsight, as well as a plan for upkeeping the system post implementation. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are moving from being reactive to proactive, which is resulting in less churn and an greatly improved NPS score. The biggest benefits have been aligning teams process wise, as well as the improvement in the NPS score. Review collected by and hosted on G2.com.

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Customer Success Analyst
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The support! Gainsight provides multiple places for an admin to get help for product implementation.

The product itself is also fairly intuitive. Often times SFDC can get cluttered for customer success folks. Gainsight provides a clean place that the sales team has to keep their grubby little hands out of. This allows for customer success managers a better place to stay organized. Review collected by and hosted on G2.com.

What do you dislike?

The color formatting could use some improvement. It would be nice to have the ability to change and adjust the colors across individual reports instead of a one size fits all.

There are also times when calls to action can get out of hand and become busy work for the customer success managers. Luckily there is an option for an admin to go in and mass edit/delete these to start fresh. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The entire field is in salesforce and often times it can get very cluttered. Gainsight solves a lack of organization that can exist in Salesforce by providing a place for the customer success team to thrive. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

- Gainsight is easy to configure once you understand the logic of the software.

- The Salesforce connector has a real positive impact for us : we can have access to the Salesforce data, but also feed Salesforce with Gainsight's data. I know that a Service Now connector is about to be released; which is also great news. Review collected by and hosted on G2.com.

What do you dislike?

- I am a skilled user of Salesforce and I thought the logic would be the same, as Gainsight is a Salesforce plugin. But it is not. However, the logic can be learned very quickly thanks to a thoughtful team, responsive Support and complete online documentation.

- The Dashboard capacities are quite poor, but I know that the next release will offer much more flexibility. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

- The best advise I can give is to be familiar as much as possible with all Gainsight vocabulary (CTA, playbook, email template, rules, scorecard, etc...) before the implementation phase starts. Then, you will be able to build a strong environment that perfectly fits your needs

- Get at least 2 admins so that they can share Gainsight knowledge and improve their skills faster

- Involve your CSMs during the project so that they will start being familiar with the tool before the Go Live. Then, the adoption phase will less painful Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

- We are not solving problems, we are creating opportunities.

- One of the biggest improvement is survey and the tracking of the answers.

- Gainsight also gave us more visibility on the actions that need to be done by Customer Success team in order to offer the best service to our customers. The CTA system is very efficient.

In addition, thanks to the rules, you can create almost whatever you want.

- Finally, I'd like to add that all our CSM has been involved in several Gainsight projecs during the implementation phase (definition of CTAs, scorecard, writing of Playbooks, surveys, creation of Dashboards, etc...). That really strengthened our team and our customer success vision in our company; and that is PRICELESS. Review collected by and hosted on G2.com.

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Customer Success Team Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Really useful system to help my CSM team do more with their time, Simple to use and great support from them. Online support is excellent along with the admin hours should I need the extra help.

Automation around emails to my customers means that they get high touch comms with low effort for the team Review collected by and hosted on G2.com.

What do you dislike?

Would be amazing if there was a way to do over time comparisons showing data from last year and this year as a comparison rather than as one long line.

Not being able to send out a weekly reminder to look at the healthscore Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

we are working on our outreach programme how we stay in touch with the customer without the manual work.

We have several surveys work well, moved our NPS survey from Survey Monkey to Gainsight and have several CTAs set up for when we get responces. Review collected by and hosted on G2.com.

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Customer Success Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Timeline, Health Score, Integrations, Workflow. In general, the tool is great for customer management and monitoring.

The tool really helps to get your everyday work with the customers done. You have a clear overview of every customer-related task within your cockpit which can be clustered/sorted by the due date, health score, priority, and so on.

Reports really help to have a clear overview of your customers, their segmentation, lifecycle, contract situation, and way more.

Within Dashboards, you then can group your reports to answer certain questions. You might have a dashboard that displays current NPS responses, health scores, life cycle, and renewal date. Review collected by and hosted on G2.com.

What do you dislike?

The complexity in the backend while creating CTAs and reports. Sometimes, it's quite confusing. The backend is just not easily understandable and easy to handle. But Gainsight seems to constantly improve this.

One example is the creation of a survey via the Journey Orchestrator. You need to jump around between the email template creator, the journey itself, and the linkage between both. Also, there is no possibility to easily select a set of users who should receive a survey. This is quite complex and could be handled way easier. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Probably, just visit one of the Pulse events or local events. The Gainsight community/family is awesome! Speak to someone who uses Gainsight. Book a demo! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Making our customers and their needs visible. Documentation and visibility of customer calls and needs. Automatisation of tasks. Automatisation of processes. Success plans and roadmaps.

We save a ton of time and improve the quality of our work by using such a tool. Review collected by and hosted on G2.com.

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Director of Customer Success
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

- Simple user interface (end-users)

- Fantastic reporting capabilities (much easier to manipulate than Salesforce.com & with better charts!)

- Outlook plugin allows CSMs to leverage team templates for better customer responses without changing tools

- Timeline emails & activity logging keeps customer history easy to enter, search and review

- Sleek survey tool is simple to set up and use Review collected by and hosted on G2.com.

What do you dislike?

Most of my concerns are related to the effort to set up and run it.

Sometimes, I feel like we're idling along in our Customer Success Ferrari. No doubt, it looks cool and it can do some amazing things. It's just got so much power, my development wish list is longer than my admin could tackle in months so I haven't been able to really get it out on the Autobahn yet.

Naturally, a machine like this also requires a lot of maintenance. Experienced administrators who have run Salesforce instances might be fine, but I'd caution against self-guided learning on the fly for less savvy (or experienced) types. Gainsight created a number of self-diagnostic tools but those are pretty sophisticated, too, so you'll need someone who knows how to read the gauges. Lately, I've noticed that some new releases have been buggy, which further taxes our limited admin time.

It's also been tough to be sure we're 'doing it right' so we can avoid having to rebuild later. We're early in our Customer Success evolution so each of these decisions will be magnified as time goes on so there's an ongoing time investment to analyze and (in some cases) course correct. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

In many ways, you'll need a Customer Success expert to sit side by side with the admin/dev to drive platform improvements. Juggling that priority with team management can be a real challenge, so I'd highly encourage a CS Operations/Strategy lead for any implementation. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We've been able to scale and deliver a more consistent customer experience through common playbooks and customer journey mapping. The platform interface is simple enough for our CSMs to quickly assess what's important in their book of business and take necessary action. Review collected by and hosted on G2.com.

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Senior Manager, Customer Success
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Gainsight is a critical tool for all CS Organizations. If you have the right admin, and tools you will succeed. Without Gainsight and its functionality we are literally navigating in the dark. This speaks volumes to the capabilities and criticality of the tool. The simple view for Customers is incredibly impactful. We can see all the activity at a moments notice as well as the integrations with tools like Gmail to track and limit manual entries. Review collected by and hosted on G2.com.

What do you dislike?

It is very dependent on admin vs self-service so it requires a lot of knowledge about the configuration and opportunities. Needs to be more self-service for leaders not just technical admins. There needs to be more specific leaders can tailor to their organization, and make it incredibly easy for data in and reporting. Reports are a little tricky. The integrations also need to be more self-service for lean organizations. Build out of the box reports that show us what we should be doing vs making it so customized. If we want X data, we use this report, this allows us to know what we as an organization need to do. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure you have a strong admin and focus on best practices vs overly customized. Work with Gainsight to optimize your experience with out of box features functions. Ensure collaboration with Salesforce components. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer health, end all be all. What goes in - shows, what doesn't needs to show more. The benefit of a true state any day is what is needed in the space. We are able to see at a moments notice a customer health and remove bias and subjectivity in that analysis, yet still depending on it if needed. We can create synergy with renewals and sales with the data. Review collected by and hosted on G2.com.

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Gainsight Administrator
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

CTAs are the "Secret Sauce" for focusing our CSMs on critical issues and/or opportunities, especially for those with a large book of business where it would be impossible otherwise. Also, the ability to build out Tech-Touch automations directly to customers, making them aware of issues or situations and guiding them in "Self-Service" to resolve the issues themselves. Review collected by and hosted on G2.com.

What do you dislike?

In a few rare cases, some fail-safe things have been built into aspects of Gainsight, that prevent me as an admin from doing some things that I need to do from a business perspective, such as create CTAs scheduled in the past to replace CTAs that had to be fixed for some reason. Warn me, but still let me do what I need to. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Gainsight is absolutely the best tool out there for Customer Success Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Gainsight is allowing us to provide Customer Success coverage at scale with our SMB customers via tech-touch automation, and allowing us to provide focus to our Mid and Enterprise customers in a way that was not possible without it. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The most useful areas of gainsight for us are:

- Visibility - gainsight allows us to see everything about our accounts in one place with extremely rich information. It also lets us report out to the business, which helps to prove the value of the CS team.

- Flexibility - its great that we can self-serve and improve gainsight as we go, adding new fields and exploring additional functionalities.

- Scale - with gainsight we need fewer people to do the same job as it helps us take away the mundane time consuming tasks from CSMs and automate them

Gainsight enables us to be more strategic and focus on bringing value to the customers by reducing the admin time and improving access to valuable information. Review collected by and hosted on G2.com.

What do you dislike?

- Bugs - gainsight occasionally has various bugs that can make it a bit annoying as they can mess with what features you can view, or the UI.

- Support desk - the first line of support can be unhelpful and you need to get them to escalate your issue to ensure you get to someone who is capable (providing you are an admin so you know what you are dealing with isn't trivial)

- Maintenance - gainsight requires a lot of maintenance. You won't be able to just run with it after implementation. You need to continuously monitor data integrity and accuracy, status of the rules, etc. It is also the kind of platform where development never ends - you will always need to improve and add things to it as you function/business/product grows and matures. This is not necessarily a bad thing, just something that shouldn't be overlooked or underestimated. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

1. Figure out your client journey, lifecycle and touchpoints before you start implementation. It will speed things up considerably.

2. Allocate an admin/ops person to manage and improve gainsight over time. Ideally that person should participate in implementation too.

3. Work on collaborating with any other internal departments that either collect or use client data or processes. This will help long term either when you will want this info in gainsight, or when they will want your data. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Scalability - how to ensure that we can grow and support all regions the same. Also plugging holes with people only helps to a certain extent, gainsight helps us do our work more efficiently.

Access to client data.

Ensuring minimum level of service.

Reporting back to the business.

Client satisfaction data. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The platform has a lot of standard features which allow you to rapidly setup onboarding, CS and customer lifecycle scenarios and CTA's. The native integration with Salesforce was a real quick win for us. Most important advantage is the open archtecture and the number of standard connectors with other platforms we use.

Also Gainsight shares a wealth of knowledge with their customers. Both on their platform but also on general CS and CX aspects. Really useful! Review collected by and hosted on G2.com.

What do you dislike?

You really have to follow the Gainsight methodology if you want to deliver value to your users within a decent delay. I have done 3 Gainsight implementations so far and one really suffered a very long implementation track. But when you stick to their methodology and take advantage of their CSM's and consultants onboarding/impelentation is done in a matter of weeks, not months. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Gainsight is not the cheapest solution for CS on the market. But when you are looking for a complete, high end solution with a lot of data integration options, you should defenitly have a look at Gainsgiht. I do recommend to stick to their implementation methodology and timings if you want to deliver value to your users quickly. And do take advantage of their vast knowledge base and excellent CSM's/product experts ;-) . Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We basically tackle 3 issues:

- Customer onboarding

- Renewal Management

- Customer lifecycle/Customer success management Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Gainsight CS keeps me organized, helps me prioritize client engagement and renewal tasks, and makes sure no customer falls through the gaps. Supporting a large customer book of business would be nearly impossible without this tool!

I use the Customer 360/Timeline and Cockpit on a daily basis to quickly prioritize and task through follow-up and proactive outreach. Renewal Center helps me keep renewals and upsell opportunities top of mind and updated. Journey Orchestrator has been invaluable in our one-to-many outreaches, onboarding sequences, and communication campaigns.

As a company, Gainsight is also a thought-leader in the SaaS Customer Success field, providing invaluable insights and best practices to customer success professionals and leaders. Review collected by and hosted on G2.com.

What do you dislike?

There is not a way (that I am aware of) to store or easily link to attachments/documents, such as contracts, in the SFDC version. To view these documents, we have to navigate through Salesforce rather than staying within the Gainsight application.

The mobile app has a lot of potential, but is not as useful as it could be as there is limited functionality available today. I would love to filter the timeline feed by account owner or task owner rather than simply seeing a list of all timeline activities for all coworkers' accounts. Adding a Cockpit view would be ideal. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be intentional in your team's adoption efforts. We had the solution for a while before truly implementing and rolling out to our client success team - I wish we had done it sooner! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Gainsight keeps our team organized and consistent in our client relationships. It provides detailed customer information and also aggregates high-level views and insights for our teams and leaders.

Gainsight allows us to create and maintain consistent, proactive, and positive customer engagements and workflows, and automates and standardizes our processes and documentation. It helps us be better advocates for our clients and ultimately helps us retain and upsell - it helps us be better at customer success. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Our strategy CSM is tremendously helpful. He does a great job of identifying and prioritizing our problem areas.

Journey Orchestrator has been truly transformational in automating our work. As a product-led company, it's hard to ask our Product and Engineering teams to prioritize work that automates our Services. Gainsight and Journey Orchestrator have helped us to improve efficiency (reduce COGS) while they're working on product and go to market changes. Review collected by and hosted on G2.com.

What do you dislike?

Our implementation required too many decisions, and we went down some bad paths. I would love for Gainsight to work out of the box, and make adjustments from there.

In general, Gainsight has said that their tools are good for many different roles and types of work, but that is yet to be seen. We are a two sided network. While Gainsight is a great use for one side of our network, it's not great for the other. It's simply far too clunky. We're working to optimize our configuration to allow for ease of use, but I am not convinced the tool or the pricing model matches well with our business. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

1. Collaborating with Customers. Using Success Plans dynamically with customers have been a super helpful tool when it comes to onboarding and/or turning around our customers.

2. Increasing transparency and data integrity with the rest of the company and Executive team.

3. Automating workflows. Particularly for low cost customers, but also for gathering customer feedback. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

As its name implies, we have insight into customers we didn't have before. The tool surfaces issues we might have otherwise overlooked in our relationships with customers. If dashboarding is setup correctly, we can maintain consistent customer outreach and transfer accounts among CSMs if there's an organizational change. Review collected by and hosted on G2.com.

What do you dislike?

It's an in-depth tool and with any robust tool it can be administratively heavy. The initial deployment was challenging and after deployment its not a small investment from a (wo)man-hours perspective to maintain your knowledge of existing features nevermind getting up to speed with new ones. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's a great tool and I/we have no regrets but I think we deployed it intelligently/carefully in assuring we had a dedicated Gainsight Administrator with experience onboard as we deployed and trained out users. I wouldn't suggest leveraging Gainsight without a FTE unless you've catered your expectations appropriately. That said we're now at a point where our CS organization lives in Gainsight and we often leverage our in-depth dashboards as monthly central business leaderships reviews. I believe after just one year Gainsight has paid for itself given our use. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As above, insight into our customer interactions has been helpful. More specifically we've employed engagement models by assuring we reach out to different customers based on their relationship with us as at a correct cadence. We can track against that cadence to assure we're maintaining the proper outreach touches per month/quarter/yr. This allows us to walk the line of staying in touch while not over-burdening our users in/externally. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The interface is easy, complete and can be customized.

The reporting options are very good. The score/measurement system is such a valuable way to have a quick overview of the customer base, and then digging in the result details is also very quick.

The support service is very fast and cares for the customer needs. The project management/CSM Services are also good, they take accountability for any question, concern and feedback I have.

The community is so alive and helpful. Gainsight employees monitor it, so they take care of any comment or report I make there. Review collected by and hosted on G2.com.

What do you dislike?

Some customizations are too tightly related to the DB, meaning that if you start with a wrong or not proper configuration, you may have troubles in changing them.

Be sure to have the ideas very clear at the beginning on the implementation project. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be sure to have a very clear idea before starting the implementation phase of what you want to achieve and how. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have already much information in other platform, but - beyond dozens of reports - we weren't able to have an overview of the status of the customer base.

Also we're planning to reach out low touch customer base with the Journey Orchestrator tool. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

In the last 9 months, we've been able to make more data available, operationalize that data, and drive efficiencies across a rapidly growing CS Team.

Gainsight has enabled the CS team to find more expansion opportunities , proactively manage risk, and manage 20% more ARR per CSM.

Gainsight is highly customisable. We're only just getting started, so I'm sure there are a lot more great things to come. It's been a huge value add for our team.

The team are responsive and always there to help when you get stuck. Review collected by and hosted on G2.com.

What do you dislike?

Some of the user flows are not very intuitive. From an admin perspective, the logic needs some adjusting to and some features are not as customizable as they should be for such a product.

The learning curve is steep in the beginning but once you get the basics it's easy to quickly build up to doing some very complex things with Gainsight.

There are some limitations in functionality that we've run into already, that said the team is great at finding alternative ways to achieve the business outcome we're looking for.

These are small things in the big picture and the benefits massively outweigh the downsides. Considering Gainsight is the market leader and more expensive than its competitors you'd expect some of these things to be sorted out.

That said, with the team being responsive and regular releases and improvements that are happening these are very small dislikes. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Gainsight is probably the best tool a CS organization can invest in. It's highly customizable, becomes more powerful the more data you feed it, and can truly be a single source of truth for the CS Organization.

Before buying you should be aware that for whoever will be the owner of Gainsight or leading the Gainsight implementation, Gainsight setup, config, rollout, ongoing admin and improvements is a full-time role and will likely require multiple people depending on the size of your CS Org.

I would recommend starting with the core functionality and add more as you go. There's a lot you can with just a few parts of Gainsight so start with those and build out as you go. If you're team is anything like our CS Org, that won't take long 😉 Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Gainsight has enabled data-driven decision making in the team.

CSMs can easily get deeper insights into their customers.

Using automation we're able to drive more efficiencies in the team.

We've seen an increase in ARR per CSM by around 25% already and we expect this to increase.

We have a much clearer picture of where we are exposed to risk across our customers.

We're currently automating some customer touchpoints to drive even more efficiencies in the CS team. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Gainsight has all of the features we need for our business. We have been able to scale from pooled accounts to Enterprise. The detail, calls to action and journey orchestrated flows allow for a tremendous amount of flexibility. Review collected by and hosted on G2.com.

What do you dislike?

We have been on for around 12 months. There isn't anything that we dislike. Any pain has primarily come from us working through proper internal adoption as there is a lot to learn and teach. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Gainsight is the way to go. Not only does the software work as advertised, they are also the market leader in the space. I've enjoyed learning more about how to properly do my job through their leadership team and the emphasis they put on customer success. Their executive team is hands on and they care about us as a customer. It has been awesome to see the impact they've had on the space. I always know I am getting correct, valid and relevant information as they provide us with additional value.

There might be the temptation when picking a CS software to go with something internally. I would recommend against that. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have been able to leave spreadsheets and pivot tables for good. We were managing things in such a manual, inefficient way. Through Gainsight, we have been able to truly move the needle on scaling the right information to the right people. Previously we were using an internal, home built product. It did a lot of what we needed but it left us in a lurch on actual customer management. We were able to see information about our customers but we were not able to manage things well. With Gainsight we have truly been able to manage the entire customer journey and enhance it. Our team is more aligned and we are more connected across the board. One other thing we've really benefited from is the clear way in which it serves up the right information. Not only does it show what we need it gives us the ability to customize how things look and what is served up where. Review collected by and hosted on G2.com.

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Vice President, Customer Success
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

What we like best is the flexibility and innovation of the Gainsight platform that allows us to aggregate customer data that lives in multiple places / data sources, make it easily available on-demand to those interested (e.g., account management), and then hook up triggers (calls to action) that inform us if something bad happens (risk event) or something good happens (opportunity event). We have recently implemented CSAT surveys in a fully-automated way that ensure not only visibility at any level of the company, but maybe more importantly processes to ensure timeline follow-up. Review collected by and hosted on G2.com.

What do you dislike?

There were some data sources that were difficult to bring into the platform, such as SalesForce Community data. This was very difficult and we could only bring in limited information. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be open-minded to change! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The business problem we are trying to solve with Gainsight is protecting our baseline renewal revenue, which is becoming a larger portion of our overall revenue through time. We must do everything to protect -- and expand -- our recurring revenue stream. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)