This analysis focuses on the experiences of 11 Information industry users. These users often require seamless integration with existing content management systems and project management tools to maintain efficient workflows. The review data suggests that integrations with Atlassian Jira and Salesforce CMS are notable for this industry. Given the small sample size, it's important to consider these findings directionally rather than definitively. Mentions of integrations are more prominent because information companies often have complex workflows and require different software to communicate with each other.

What other products like Gainsight CS have you used or evaluated?

From 6 reviews

Summary

This analysis synthesizes the experiences of a small group of Information professionals (six reviewers) regarding alternatives they considered to Gainsight CS. Given the limited sample size, findings should be interpreted cautiously. A notable point of discussion was Staircase AI by Gainsight, mentioned by 2 of the 6 reviewers. These reviewers used, or were evaluating, Staircase AI by Gainsight alongside Gainsight CS. The relatively high interest in Staircase AI within this small sample suggests that Information companies are actively seeking AI-driven solutions to enhance their customer success efforts. This may reflect the industry's increasing reliance on data-driven insights to improve customer retention and drive revenue growth.

Reviews

199 Reviews

Information

Gainsight CS Review

Rating: 9 out of 10

Incentivized

June 2, 2025

Use Cases and Deployment Scope

We use it for Gainsight CS to log our meeting notes. We track outcomes and use it for transitions.

Pros

Logging meeting notes
Relationships
Account Data and Insights

Cons

It is not as user friendly as I would like
I want more AI functionalities
I would love to see more integrations and dashboards

Likelihood to Recommend

I think any Saas customers would really benefit from Gainsight CS. CSMs can use the product so that information does not get lost. When customers evolve there's no loss of info.

Verified User

Employee in Customer Service (Computer Software company, 1001-5000 employees)

Vetted Review

2 years of experience

Great for scaling Customer Success

Rating: 7 out of 10

Incentivized

June 2, 2025

Use Cases and Deployment Scope

Scaled customer success - reducing churn and driving adoption in the long tail

Pros

connect product Adoption data to CTAs for CSMs
Reporting for managers to coach and action on their business

Cons

Pooling and round robin functionality
Workload/capacity management for CSMs

Likelihood to Recommend

Gainsight CS is well suited for actioning and prioritizing customers in the long tail of the business for CSMs with large BoBs. Allowing us to organize and identify clear steps and plays for driving product adoption.

Liz Kania

Director, Customer Success in Sales at Zendesk (Computer Software, 5001-10,000 employees)

Vetted Review

5 years of experience

Gainsight CS Still the best in the business

Rating: 10 out of 10

Incentivized

June 1, 2025

Use Cases and Deployment Scope

Gainsight CS is the one stop shop for all things customer success related. We use it to leverage multiple databases, including Salesforce and Zendesk, as well as product data to create unique insights and actionable reports right in the platform. We are able to be more reactive rather than predictive as a result.

The tools and features of Gainsight CS allow us to create some complex recording and really interesting and unique data models that traditionally would not be available to us!

Pros

Create complex data models using various data sources from inside Gainsight CS as well as external sources
Really easy integration set up for so many tools
Robust and easy to configure scorecards

Cons

It could use some more top level of reporting hierarchy
More native out of the box features and fields that make set up for new admin’s easier
More native AI applications

Likelihood to Recommend

I haven’t seen a competitor do what Gainsight CS does better! It can really level up your data management and data governance.

Verified User

Manager (Computer Software company, 501-1000 employees)

Vetted Review

10 years of experience

Great tool to manage customer success

Rating: 9 out of 10

Incentivized

June 1, 2025

Use Cases and Deployment Scope

Track product usage and NPS, create CTAs, measure risk. Customer scorecard generation.

Pros

Visibility to stakeholders
Actionable tasks
Prediction of risk / churn

Cons

Customized notifications through Slack
Reporting UI could be more intuitive

Likelihood to Recommend

Any company with multiple customers, especially smaller groups of customers.

Aliza Beard

Director, Business Systems in Information Technology at Xactly (Computer Software, 501-1000 employees)

Vetted Review

2 years of experience

View profile

Does what is advertised but pricey

Rating: 8 out of 10

Incentivized

June 1, 2025

Use Cases and Deployment Scope

Gainsight CS is our system of record for post-sales activities. We have created proactive health measures and CTAs for CSMs. We are in the process of launching a scaled CSM team that will also need to operate in Gainsight CS. This team will be leveraging the customer community product and learning management platform.

Pros

Health score 2.0
Dashboarding and analytics
Actionable CTAs

Cons

User level health scoring
Expensive

Likelihood to Recommend

Gainsight CS is working very well for us on the named account side of our business. We are trying to identify ways to best use it for our scaled motion.

Matt Canzoneri

VP Strategy & Operations at Bonterra (Internet, 1001-5000 employees)

Vetted Review

2 years of experience

Great product

Rating: 9 out of 10

Incentivized

June 1, 2025

Use Cases and Deployment Scope

We try to leverage Gainsight CS as our single-source of truth for CS. It is meant to act as the main area the team goes to in planning/structuring their day/week. We use Timeline, CTAs, and dashboards most commonly. We also use JO, reporting, and health scores for client engagement or risk mitigation factors.

Pros

Easy to use interface
Customizable environment to fit various needs of the business
Provide helpful insights into best practices, industry standards, etc.

Cons

Editable area for to do's or note taking available like sticky notes

Likelihood to Recommend

The product and company is focused on the customer experience - making sure the voice of the client is heard. Would love to explore more of the client-facing output/options to share metrics/data with clients directly.

Verified User

Program Manager in Customer Service (Computer Software company, 1001-5000 employees)

Vetted Review

6 years of experience

Robust product with a steep learning curve for admins

Rating: 8 out of 10

Incentivized

June 1, 2025

Use Cases and Deployment Scope

As a supplement to our CRM for better insights, CS-focused activities, easier customization, and to simplify account management transitions.

Pros

Easy to find things
Love the AI cheat sheet

Cons

So super heavy on admin - you can't really function without a super experienced admin(s) that need to be dedicated resources.
Reporting should be available to end users to create in an easy way.

Likelihood to Recommend

Pricing structure doesn't lend itself well to large groups of accounts. Trying to figure out how to bring in our full customer base at scale-able level has been difficult.

Verified User

Contributor in Customer Service (Telecommunications company, 1001-5000 employees)

Vetted Review

1 year of experience

Gainsight CS is fantastic - never disappoints

Rating: 10 out of 10

Incentivized

June 1, 2025

Use Cases and Deployment Scope

I am one of our admins for Gainsight CS. Gainsight CS helps bring together all pertinent customer information is one place for our CSMs. It also makes it easy to send personalized emails via Journey Orchestrator to targeted groups on a regular basis, which helps ensure we are touching our customers regularly.

Pros

It provides a great 360 degree view of specific customers
It makes sending personalized emails easy and efficient

Cons

I'd love to have information bubbles when performing some tasks. There are a few functions I do not use often,, and It would be great to have more information right at my fingertips.
I would also like to have more inline editing options in reports.

Likelihood to Recommend

Gainsight CS is well suited to making our CSMs ' jobs easier, because it makes it easy for them to see all they need to about each customer.

Verified User

Professional in Customer Service (Publishing company, 10,001+ employees)

Vetted Review

2 years of experience

Learning more every day

Rating: 10 out of 10

Incentivized

June 1, 2025

Use Cases and Deployment Scope

We are starting to use Gainsight CS as a single source of truth for our customer base. We are building out ways to access customer information from multiple teams and gain insights into client health.

Pros

I like Timeline, really glad that you are adding editing in this release
Customizable dashboards so all roles have the best information at their fingertips

Cons

Timeline - thank you for adding editing
Success plans - as a career project manager I find creating and updating success plans very clunky. Too many steps to get there
Notifications - that may be something on our side but we don't always get notifications when a project is due

Likelihood to Recommend

Keeping customer data in one place and being able to run AI on it

Verified User

Contributor in Professional Services (Computer Software company, 201-500 employees)

Vetted Review

1 year of experience

Gainsight CS Review

Rating: 8 out of 10

Incentivized

June 1, 2025

Use Cases and Deployment Scope

We use Gainsight CS for Enterprise CSM execution as well as Digital Success. It supports tracking customer progress towards business outcomes, point in time CSM engagement (adoption plays, expansion plays) and customer journeys for onboarding, retention and ongoing adoption.

Pros

Ability to customize rules engine to suit our needs.
Integration with Salesforce.
Customization of home screen, data fields, etc.

Cons

Success Plan functionality- many project management tools are better
CTA customization is clunky. You either need a ton of types or you are forced to use similar values across items that are unrelated.
Seems like there are a lot of problems with Journey Orchestrator based on feedback from peer.

Likelihood to Recommend

Gainsight CS is flexible for large organizations with high customization needs. It does require a very experienced admin to be effective. There are a lot of clicks that CSMs have to make to view and maintain data that could be avoided with a more modern UI.

Nicole Dave

Director, Service Optimization at CyberArk (Computer Software, 1001-5000 employees)

Vetted Review

3 years of experience