This product assessment is based on an analysis of 125 recent Gainsight CS product reviews, focusing on commonly used integrations and evaluated alternatives. Gainsight CS is a customer success platform designed to help businesses manage and improve customer relationships. The reviews indicate that Gainsight CS is often used in conjunction with other software solutions, particularly those focused on CRM, project management, and data analysis. A significant portion of users, 16%, report using Salesforce CMS alongside Gainsight CS, highlighting its role within the Salesforce ecosystem. Other frequently mentioned integrations include Atlassian Jira (7%), Snowflake and Gong (3% each). While Gainsight CS appears to be a strong solution for many, the evaluation also reveals consideration of alternatives. ChurnZero is the most frequently mentioned alternative, with 6% of reviewers indicating they have used or evaluated it. Other Gainsight products, such as Gainsight Customer Communities and Staircase AI by Gainsight, are also considered by some users (2% each). Totango is mentioned by 3% of reviewers as an alternative. Overall, Gainsight CS is positioned within a broader ecosystem of tools, and its value is often realized through integration with other platforms. While alternatives exist, the frequency of Salesforce CMS integration suggests a strong alignment with organizations already invested in the Salesforce ecosystem.

Pros

Strong integration with Salesforce ecosystem, as evidenced by 16% of users reporting co-usage with Salesforce CMS.
Compatibility with project management tools like Atlassian Jira, mentioned by 7% of reviewers, suggesting versatility in workflow integration.
Integration with data analysis platforms such as Snowflake and Microsoft Power BI, each mentioned by 3% and 2% of users respectively, facilitating data-driven decision-making.

Cons

Users actively evaluate alternatives such as ChurnZero (6%), indicating that Gainsight CS may not be the only viable option in the customer success platform market.
Some users consider other Gainsight products like Gainsight Customer Communities and Staircase AI (2% each), suggesting potential feature overlap or the need for additional modules to achieve desired functionality.

Why it matters:

Salesforce CMS is the most frequently mentioned software used alongside Gainsight CS, with 16% of reviewers noting its use. This indicates a significant overlap between customer success and content management strategies, as users potentially leverage Salesforce CMS for knowledge base creation, community engagement, or personalized customer experiences within the Salesforce ecosystem.

“Salesforce CMS, Seismic Learning”

Why it matters:

Atlassian Jira is mentioned by 7% of reviewers as a software used alongside Gainsight CS. This suggests a connection between customer success activities and issue tracking or project management workflows, where Jira is potentially used to manage customer-related tasks, bug reports, or feature requests identified through Gainsight CS.

“Atlassian Jira, Atlassian Confluence, Salesforce Experience Cloud”

Why it matters:

ChurnZero is noted by 6% of reviewers as a product they have experience with or have evaluated alongside Gainsight CS. Reviewers sometimes mention ChurnZero in conjunction with other platforms like Planhat, HubSpot CRM and Totango, suggesting it is often considered within a suite of similar tools.

“ChurnZero, Planhat, Rocketlane and ServiceNow Customer Service Management”

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

From 125 reviews

Summary

This report analyzes 125 recent product reviews to identify alternative products that users have experience with, or have evaluated as alternatives to Gainsight CS. Reviewers most frequently mention ChurnZero as a product they have used or evaluated alongside Gainsight CS, with a 6% mention rate. Other Gainsight products also appear in the data, including Gainsight Customer Communities and Staircase AI by Gainsight, each mentioned by 2% of reviewers. Totango is also mentioned as an alternative by 3% of reviewers. These results suggest that users often consider a range of Customer Success platforms and related Gainsight products when evaluating Gainsight CS.

Reviews

377 Reviews

Gainsight CS is our single source of truth

Rating: 9 out of 10

Incentivized

June 30, 2025

Use Cases and Deployment Scope

We use Gainsight CS to manage all of our customer information. We leverage risk scoring, email-to-timeline, and product data utilization.

Pros

Risk Scoring
AI Summaries
Email-to-Timeline

Cons

More email options for CSMs
Better People customer data management

Likelihood to Recommend

Gainsight CS is our single source of truth for all of our customer information. If it's not in Gainsight, it didn't happen!

We also use Gainsight JO and it is helpful that it integrates into our Gainsight CS. We would love to see options for CSMs to do group sends.

Kimberly Stone

Program Manager in Customer Service at Recorded Future (1001-5000 employees)

Vetted Review

5 years of experience

View profile

Excellent for Customer Content

Rating: 8 out of 10

Incentivized

June 26, 2025

Use Cases and Deployment Scope

I work on the content side, but I do all our case studies and customer testimonials. Gainsight CS is invaluable for learning about our users and how they use our product to help tell a better story.

Pros

Customer research - Identifying specific customers to be featured in customer stories.
Understanding customers - Once a customer has agreed to do a case study, I do a deep dive into their use of our products.
Customer health - I typically check in on customers featured in case studies to see if they have expanded on our platform.

Cons

It can lag at times.
Sometimes it can be hard to find what I'm looking for, but I think that's mostly on our GS admin.
That's all I can think of!

Likelihood to Recommend

GS is invaluable for me as a customer content developer.

Verified User

Manager in Marketing (501-1000 employees)

Vetted Review

They wrote the book on customer health

Rating: 8 out of 10

Incentivized

June 26, 2025

Use Cases and Deployment Scope

We used Gainsight CS to monitor our customer health - bringing together various data sources to understand our business and customer perceptions of our services. It allowed us to start to see potential issues leading to churn.

Pros

Great end user experience - the platform is easy to use for end users
Pull together data sources
Great detail on customer health

Cons

Back end of the platform is difficult to learn and use
Most support material is crowd sourced via online community

Likelihood to Recommend

It's great for managing customer health and allowing for data driven metrics, when data comes from various sources. The platform also allows you to contact customers via marketing emails that can be scheduled and customized. We were able to engage low touch customers with email campaigns. It's not an email platform though - we did have situations where our organization was trying to leverage it as an email mailing platform.

Donna McNamara

Director, Sales Operations in Sales at Circana (1001-5000 employees)

Vetted Review

2 years of experience

View profile

Gainsight CS Review

Rating: 9 out of 10

Incentivized

June 5, 2025

Use Cases and Deployment Scope

So we use Gainsight as our Book of Truth for Customer interactions, so this should be a comprehensive record of what conversations have happened in customer success and then any issues that it can help us predict and hopefully prevent to come up.

Pros

I think some of the newest features with AI has been super helpful to get that customer view at a glance. I say that coming from the manager perspective that if I don't know the details of our, for example, smaller accounts, I can dive in, get the knowledge. Before I go and chat with the CSM to get more information.

Cons

I think this is selfish for me, but some improvements with mobile would be great. So when I'm on the go and getting message that there's new info, I can go check that out.

Likelihood to Recommend

I think it is incredibly well-suited for our CSMs. We're limited in the amount of licenses that we have, so it's not as useful for our other teams, but obviously that would be addressed by more licenses.

Verified User

Manager in Customer Service (1001-5000 employees)

Vetted Review

4 years of experience

Gainsight CS is a solid tool

Rating: 9 out of 10

Incentivized

June 4, 2025

Use Cases and Deployment Scope

I am an Admin for our Gainsight CS instance, so I use a wide variety of Gainsight CS's features to solve a wide array of issues, from generating customer health scores to sending 1 to many issues. The product is able to handle nearly all of the varied tasks we throw at it and provide our CS teams with a central tool that provides for their needs.

Pros

The support for 1:many emails is itself a positive, and in general, so is the Journey Orchestrator tool, especially more recently, as over the last year or so there have been a number of improvements.
Providing a log of customer interactions.
Reporting.

Cons

The email template editor itself though, which is a tool within journey orchestrator, is required to support the use of 1:many emails. While great improvements have been made in the move to current version of the editor, there are still times where work is lost, or the behavior in preview does not align with what is actually output to inbox (such as extra whitespace being added following a token in an email’s subject line), which can be frustrating.
Improved support for multi-select pick-lists thought the tool.
Success Snapshots are still more clunky than helpful in some cases.

Likelihood to Recommend

The tool is largely helpful, and great when you have a specific vision for what you'd like to implement, but in some cases, there are minor gaps in functionality that can be frustrating. Thankfully the team is generally receptive to feedback.

Tyler Tew

admin at Workday (10,001+ employees)

Vetted Review

7 years of experience

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 (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 (5001-10,000 employees)

Vetted Review

5 years of experience

Gainsight CS

Rating: 8 out of 10

Incentivized

June 2, 2025

Use Cases and Deployment Scope

Many members on our CS team use it for various reasons. It gives a central location for all our team members to collaborate and log activities. It helps organize and prioritize books of business. Gainsight CS helps our company be proactive with our customers instead of being reactive, reducing churn and overall making our customers more happy and satisfied with us and our product.

Pros

Automation of proactive tasks such as CTAs
Personalized customizations that vary by user giving each a unique experience
Enhanced AI capabilities that take administrative tasks off our user's plates

Cons

As an admin, my hands are tied on some features and capabilities and have to reach out to support a lot for these things
Success plans could be a bit more robust and functional when connecting tasks, CTAs, timeline, etc....

Likelihood to Recommend

It is a great product, but depending on business use cases, etc, might not be the best solution for all. I really love Gainsight CS and enjoy being an admin!

Kelci Walker

Sr. Program Manager - Gainsight Administrator in Customer Service at Veeam (1001-5000 employees)

Vetted Review

4 years of experience

View profile

Gainsight CS is a no-brainer for us

Rating: 10 out of 10

Incentivized

June 2, 2025

Use Cases and Deployment Scope

Our CSMs use Gainsight CS as part of our SOP. We love using Success Plans as a way to track important organizational goals, as well as a quick mechanism for our teams/executives to quickly up to speed on on accounts nuances, KPIs, and status.
Using timeline to record and document customer conversations has also been a lifesaver - the easy ways we can search and tag people in conversations has been a wonderful efficiency. I'd recommend Gainsight CS to any organization that wants an easy to use mechanism for tracking customer journey.

Pros

Documentation retrieval
Highly customizable
Customer information at your fingertips

Cons

Success snapshots - please make these easier to use, less buggy! I can see such value at our org, but they've been difficult to set up

Likelihood to Recommend

Customer information at anyone's fingertips! I'm used to having to provide a detailed customer readout to our Executives, now I can just point them to the C360.

Tracking customer goals via objectives/CTAs

Gainsight CS is not an effective time tracking tool, if that's a use case that's being considered.

Verified User

Contributor in Customer Service (1001-5000 employees)

Vetted Review

6 years of experience

Gainsight CS

Rating: 10 out of 10

Incentivized

June 2, 2025

Use Cases and Deployment Scope

We use Gainsight CS to orchestrate renewals, measure customer health and drive our engagement strategy. We push all customer emails to the timeline, document value conversations, etc which helps us generate a solid view of the current challenges and success of each customer.

Pros

Success plans are flexible
Get to green plans help drive customer health improvement with multiple stakeholders
Email orchestration

Cons

Better engagement from CSM
More specific use case paths

Likelihood to Recommend

The AI agent feature makes it extremely powerful for larger companies that need to scale. Initial setup can feel data entry heavy but definitely with the investment.

Kelly Long

VP, Customer Operations in Customer Service at Inovalon (1001-5000 employees)

Vetted Review

5 years of experience

Verified on LinkedIn

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