Gainsight CS

Score8.9 out of 10

469 Reviews and Ratings

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.

Categories & Use Cases

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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.

an AI Cheat Sheet. These offer AI-generated summaries, suggestions, and insights tailored to each account—so CSMs spend less time analyzing, and more time acting.

AI Scorecards. These are used to analyze renewal and churn data to recommend new measures, refine weights, and create high-impact scorecards (or refine existing ones), to forecast with more precision and act with confidence.

Success Plans, where users can create clear, outcome-based plans with customers—then track progress, assign owners, and show stakeholders exactly how value is being driven.

Gainsight Home, which provides one place for customer success teams to prioritize, act, and prove impact—powered by real-time insights, AI signals, and workflows designed to drive retention and expansion.

Customer 360. This interface brings together usage data, health scores, playbooks, and account details into one unified view.

Dashboards & Reports, with customizable dashboards and reports to surface what matters most.

the Renewal Center. This includes AI to predict renewal outcomes, boosting forecasting accuracy.

1 / 8

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

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: 7.3
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

Emma Johnson-Prabhakar

Systems Manager at Postman (5001-10,000 employees employees)

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

Tyler Tew

admin at Workday (10,001+ employees employees)

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

Kelci Walker View profile

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

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

Roxanne Rodriguez

Manager of Customer Success Operations at Elevation Education (201-500 employees employees)

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

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

Nicole Dave

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

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

Usability

Totango

ClientSuccess

Strikedeck (discontinued)

ChurnZero

Gainsight CS

What is Gainsight CS?

Categories & Use Cases

Media

Key Features

Top Performing Features

Customer health scoring

Customer health trends

Dashboards

Areas for Improvement

API

Integration with Eloqua

Integration with Marketo

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Other Software Used

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Alternatives Considered

Other Software Used

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