Review from a novice Ops Leader
June 02, 2025
Review from a novice Ops Leader
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight CS
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
- (+) 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
We selected Gainsight CS because of its maturity factor and where we are as a company- we needed to streamline processes across the CS org.
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?
No
Would you buy Gainsight CS again?
Yes
Comments
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