Gainsight is a gamechanger for fast growing mid sized companies
March 28, 2025

Gainsight is a gamechanger for fast growing mid sized companies

Greg Watkins | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We use Gainsight in customer success to organize all of our customer communications and manage our risk assessments. My main use is to manage our churn and the timeline of events for communications. The ease of use and quick set up have been amazing for us. The biggest challenge is always organizing your customers in a way that you can make meaningful decisions from.

Pros

  • Risk management- managing customer health
  • Timeline with AI enhancement- ability to see all communications within account
  • Journey orchestration- ability to build automated customers plays based on series of rules and logic

Cons

  • Ability to customize segments for customer organization
  • Access to customer community platform on non enterprise version of product
  • It would be great to get access to our CSM more frequently if possible
  • Reduced our customer churn by count
  • Allowed us to focus on more at risk customers
  • Helped automate our communication workflow to expand our reach
Easy to use and easy to set up. The usability for everyone is quick to get started. As a new user I was able to jump in and get started right away. I was pleased with how fast I learned how to navigate on a new platform in a new company.
Not applicable, I was already using Gainsight when I joined.

Do you think Gainsight CS delivers good value for the price?

Yes

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gainsight CS go as expected?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Anybody who needs manage a ton of Global customers across different regions and geographic areas. I would strongly recommend that you have somebody in customer success operations or a Gainsight admin that can help organize and manage all of the customization. Gainsight is a very powerful tool but you need to have the right team available to support your field teams. If your just starting out your cs operations you can go with a cheaper starter solution like catalyst or churnzero then graduate from there to Gainsight.

Gainsight CS Feature Ratings

7.5
Product usage
8
Help desk / support tickets
7
7.3
NPS surveys
8
Sponsor tracking
7
Customer profiles
8
Automated workflow
9
Internal collaboration
7
Customer health scoring
9
Customer segmentation
3
7.5
Customer health trends
8
Engagement analytics
7
Revenue forecasting
7
Dashboards
8
8.0
Role-based user permissions
8
8.3
API
8
Integration with Salesforce.com
9
Integration with Marketo
8
Integration with Eloqua
Not Rated

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