#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 a solid tool
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.
Return on Investment
- Providing visibility into customer interactions
- Managing customer health scores
- 1:many outreaches
Usability
Alternatives Considered
Planhat
Gainsight CS
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....
Return on Investment
- Risk reports and health scores have helped other departments understand where our customers our at and that collaboration has helped renewals be more successful knowing issues way ahead of time
Usability
Other Software Used
GUIDEcx
Review from a novice Ops Leader
Use Cases and Deployment Scope
We use Gainsight CS to support different members of our Partner Success Organization including Customer Success, Training and Onboarding teams. We are addressing the following issues:
- Teams working in different systems
- Account health
- Account visibility and information
- Teams working in different systems
- Account health
- Account visibility and information
Pros
- The UI provides great visibility into a partner's information in a user-friendly way
- Love the personalization of health scorecard measures
- API connections with Snowflake + Salesforce
Cons
- Implementation process could use improvement and support especially in the area of setting expectation with partners on level of support from Gainsight team and helping lesser experienced admins get up to speed with their build outside of certification
- Rule Syncs from Salesforce take a lot more customization
- The JO program is a lot less flexible than Churnzero especially when it comes to removing users from programs, review required for ENT programs, to name a few
Return on Investment
- (+) Has helped us gain visibility into our partner's health which was something that our company struggled to achieve with CZ
- (+) Allowed for a centralized place to document partner notes
- (+) Provided visibility into account information and health as well as partner usage for executive leadership at our company
Usability
Alternatives Considered
ChurnZero
Other Software Used
Snowflake, Atlassian Jira
Gainsight CS Review
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.
Return on Investment
- Improved satisfaction for assigned accounts based on supporting the attainment of business goals
- Ability to maintain data points that are not available in other applications and share insights across the org via Tableau dashboards
- Standardization across CSMs
