Mark Mulhern Review
May 30, 2025

Mark Mulhern Review

Mark Mulhern | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight CS

We use it for the C360, health score, and C360 (reporting + CTAs). We also use Gainsight PX in our product!

Pros

  • Health score ease of use
  • Variability of use cases
  • AI summary features

Cons

  • Reporting!! This is coming from someone with a data viz background
  • Rules engine can be very difficult to work with (having to delete entire branches to change certain values)
  • Understanding customer health for health scores
  • Alerting CSMs with risk changes via CTAs
  • Send out automated orchestration emails
It's super easy to use, besides a few quirks
Gainsight is great

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?

Yes

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

Overall it's a great tool that our CSMs love. Great tool to collect all customer touch points in a single tool. I think reporting/rules engine could use some work, but otherwise it's great.

Gainsight CS Feature Ratings

8.0
Product usage
8
Help desk / support tickets
Not Rated
8.0
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
Not Rated
Internal collaboration
Not Rated
Customer health scoring
8
Customer segmentation
Not Rated
8.3
Customer health trends
9
Engagement analytics
10
Revenue forecasting
Not Rated
Dashboards
6
Not Rated
Role-based user permissions
Not Rated
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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