#1 most frequent
United States of America
76.4%343 installations of 449
What is Gainsight CS?
Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to Gainsight’s platform includes access to the company's thought leadership and the Pulse community.
To see how companies like Okta, SAP Concur, and Box currently use Gainsight, visit www.gainsight.com.
To see how companies like Okta, SAP Concur, and Box currently use Gainsight, visit www.gainsight.com.
Categories & Use Cases
Media
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Screenshot of the Journey Orchestrator, used to build personalized, scalable customer journeys with lifecycle-based emails, playbooks, and triggered workflows, so no customer slips through the cracks.
Top Performing Features
Customer health scoring
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
Category average: 9
Customer health trends
The software allows executives to view customer health trends over time.
Category average: 9.2
Dashboards
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Category average: 9
Areas for Improvement
API
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
Category average: 8.2
Integration with Eloqua
The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
Category average: 7.2
Integration with Marketo
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
Category average: 7.5
Who Buys & Uses Gainsight CS
#1 most frequent
Information
56.1%252 installations of 449
“We use Gainsight CS to create and track activities for our Customer Success Managers, gather and analyze data, and automate workflows and communications.”
#2 most frequent
Professional, Scientific, and Technical Services
20.0%90 installations of 449
“We try to log all customer interactions from our CSMs and TAMs in Gainsight CS and are importing more sources of customer data every year.”
#3 most frequent
Manufacturing
5.1%23 installations of 449
“Use this to manage my book of business everyday.”
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
4.7%21 installations of 449
#3 most frequent
Canada
4.0%18 installations of 449
Pros
- Customizable and predictive Health Score functionality for customer well-being
- Comprehensive Dashboards and Reporting for clear data visualization and insights
- Ability to generate and manage Calls to Action (CTAs) for proactive engagement
Cons
- Reporting and dashboard customization options are often cited as unintuitive and lacking robustness
- UI/UX and navigation can be complex, particularly for new users and administrative tasks
- Success Plans and Snapshots features are described as clunky and difficult to use
Gainsight CS Gives Visibility for Customer Teams and Execs
Use Cases and Deployment Scope
We use Gainsight CS as our main tool and source of truth for CSMs. Gainsight CS also allows our executives and cross-functional peers to track and improve our CS strategies and playbooks.
Pros
- Health scoring
- Data integration
- Dashboards and reports
Cons
- More templatization of CTAs/defaulting a subject line
- Managing things at the relationship level rather than the company level. E.g. Gong calls posting to relationship timeline versus company timeline
- Integrated web forms for customers
Return on Investment
- Greater visibility into renewal pipeline
- Ability to track and action risk
Usability
Other Software Used
Salesforce CMS, Calendly, Google Forms
Gainsight CS is miles ahead
Use Cases and Deployment Scope
We are trying to evangelize it to other product teams but we use it for 2 products within Sage as their sole CSP for upsells and renewals.
Pros
- Staircase AI
- Customer 360
- Customer journey timeline
Cons
- Include quote creation
- Broader availability for connectors
- More resources on overall best practices
Return on Investment
- It has drastically helped NRR
Usability
Alternatives Considered
Totango
Gainsight CS is Great
Use Cases and Deployment Scope
Consolidates data and manage all customer communication
Pros
- Integrations
- Journey Orchestrator Configuration
- Customizable
Cons
- Success Snapshot
- R360 capabilities
Return on Investment
- Churn prediction
- CSQLs
Usability
Other Software Used
monday.com, Matik, Gong
Newbie Review
Use Cases and Deployment Scope
We're trying to combat churn, scale our renewals and CS team, and consolidate and get clearer insights from our data.
Pros
- Automate Health Scores
- Custom Views for Data
- Risk Management
Cons
- Affordability and scalability without multiple admins
Return on Investment
- Nothing yet because we're still implementing, but looking forward to seeing the results
Usability
Other Software Used
Sisense
Beginner Perspective on Gainsight CS
Use Cases and Deployment Scope
We use Gainsight CS to identify risks, churn indicators, log meeting notes and track customer success plans and feature requests.
Pros
- Source of Truth
- Clear Risk Indicators
- Customer Success Plans / Verified Outcomes
Cons
- Ways to help prepare for Customer Success Reviews
- Ways to search if other customers have similar goals / brainstorm with colleagues
- Clearer view into health scores
Return on Investment
- Positive: Centralized Sources of Truth, helps teams stay organized
- Positive: Clear indicators of Health Status / Risk
- Positive: Helps impact goals / objectives for customers
Usability
Alternatives Considered
Formstack for Salesforce
Other Software Used
Gong, Chili Piper, Formstack for Salesforce
