Gainsight Customer Success Reviews & Product Details

Very well organised from a customer perspective, it allows me to view all the key pieces of information I need at a glance whilst also having a lot of rich context available on a deeper dive should I wish. It also offers excellent integrations with the rest of our tech stack. It is head and shoulders above the other CRMs I've used in the last decade plus. Review collected by and hosted on G2.com.

I find the reporting to be a little static, I'd love the ability to add visualise the data in a wider range of ways at times, and have the UI be a little bit more friendly to customise. Review collected by and hosted on G2.com.

Gainsight is an easy to use, detailed platform that allows Customer Success Managers to swiftly access all information needed to ensure constant engagement, knowledge, support and information is provided to a large customer base. I find it extremely helpful knowing when to engage my customers regarding renewals, I am able to see when I need to make adjustments to configurations, I am also able to easily mitigate risks by getting alerts when negative opportunities are created, this allows me to manage my base with a range of information and notes at my disposal. I use it daily to ensure that I am on top of things. Review collected by and hosted on G2.com.

I don't feel that there is anything to dislike, the platform works perfectly for me, I look forward to learning more so I can use it to it's maximum capability. Review collected by and hosted on G2.com.

Gainsight doesn’t just give you vibes about how your customers are doing—it gives you data-backed Customer Health Scores that combine usage, sentiment, support tickets, and more. It's like a sixth sense for churn risk.

No more jumping between Salesforce, Slack, and five Excel tabs. Gainsight brings everything into one neat dashboard—think of it as the command center for your customer universe. Review collected by and hosted on G2.com.

To truly make Gainsight sing, you need solid ops support or a dedicated admin. If your company doesn’t have that? Good luck trying to build advanced playbooks or workflows without wanting to yeet your laptop. Review collected by and hosted on G2.com.

Gainsight Customer Success is a powerful platform designed to help us proactively manage customer relationships, reduce churn, and drive growth. One of the most helpful aspects of Gainsight is its ability to centralize customer data from multiple sources into a single, actionable view. This enables Customer Success Managers (CSMs) to better understand customer health, track usage trends, and prioritize outreach based on risk or opportunity. As a Customer Success Technical Architect, I like the 360 degree customer view which helped to understand the customer status, but also helps to gather the information and improve the team collaboration for the decisions. Review collected by and hosted on G2.com.

Sometimes, the UI/UX might be complicated to find the buttons.

I think some improvement could be done to customize and the access to some of the features and connectors to other tools like Tableau for example. Review collected by and hosted on G2.com.

I love the ability to create custom surveys, automated emails based on data, playbooks with actionable steps, and provide our CS team with in-depth insights into their customers. The CS end user experience is intuitive and the interface is clean, which makes it easier to have the team adopt the tool. Our team loves being able to get proactive alerts when there are things they need to address with a customer, instead of spending hours digging through reports and dashboards to see if anything has changed. Review collected by and hosted on G2.com.

I like the out of the box features, but I wish there was more opportunity to customize them. One example is the Customer Journey widget at the top of the C360 and R360 - it can populate flags, but you can't change the color or add more information without hovering over each one. It would be helpful if the color could at least be adjusted to symbolize different types of flags. The administrator platform has improved greatly over the past year, but the documentation provided is still lacking in the detail needed to get someone to the next level when they are looking for help. Review collected by and hosted on G2.com.

I have been using Gainsight for more than 3 years now in different companies I have worked for. Gainsight has been an invaluable tool in helping me manage my accounts effectively.

I like the timeline and cockpit feature. These are the two key components of Gainsight I use the most

Timeline allows me to captures all customer interactions in one place, makes it easy, not only for me but also other stakeholders involved to track conversations, meetings, and key milestones.

And Cockpit allows me to manage all my tasks and customer activities. Playbooks are extremely useful. It also helps me prioritize follow-ups, track progress of renewals, and stay on top of account health.

Overall, it acts like a centralised data repository for better account understanding and enables easy teamwork across sales and CSM teams

I am also liking the copilot feature on Gainsight Review collected by and hosted on G2.com.

While Gainsight is a powerful tool, there are a few areas where it could improve

I waste so much of my time to update CTA - meaning it requires too many clicks.

We use a Success Plan tab to keep track of customer use cases, it is very clunky, not at all user friendly and the options take time to load. The UI for Success Plan can be made better

More APIs for integration would be helpful - ServiceNow or Jira. As of now it only integrates with Salesforce

I train new CSM hires and the platform can be overwhelming for new users due to its many features and customization options. It takes some time to learn and fully leverage all the features Review collected by and hosted on G2.com.

Some of the things I like most about Gainsight is the breadth of functionality. It helps us centralize our customer data for our Customer Success Management teams. In addition, there is an ability to highly customize the set up of your environment. We can write rules based on specific actions unique to our organization, we can created connected actions from rules, to JO programs, to reports and dashboards, and back again. Similar to many other organizations, our data does not just live in one source so we take advantage of it's ability to connect to other sources, primarily through API calls but Amozon S3 and even csv when needed. Review collected by and hosted on G2.com.

Since Gainsight can do so much and be very customizable there is a pretty steep learning curve and it is vital to have an Admin who understands the "gotchas" of the system. Even though there are soooo many features available not all of them are best in class and you need to purchase additional applications or release a 'good enough' version. Some areas I would like to see improvements is in the survey designs, success snapshots, and shared success plans with customers externally. Review collected by and hosted on G2.com.

I work in renewal and sales, and Gainsight offers many benefits:

I use Gainsight on regular basis

It can be used easily without a much training and

Role-specific dashboard: Provides tailored insights.

Renewal tracking: Keeps me aware of upcoming renewals.

Integration with Salesforce and GTM analytics: Offers detailed information on opportunities and their status, It can be easily implemented without a much training.

Account health reports: Helps focus on accounts needing immediate attention.

Call to action tab: Prioritizes customers with specific needs, guiding sales motions.

Non-payment tracking: Reduces revenue loss.

following with many other benefits hard to describe with the limitation here Review collected by and hosted on G2.com.

Nothing as of now as it has been improving regularly Review collected by and hosted on G2.com.

I have been working on GS NXT since 3 years and I can say it is a great tool when it comes to delivering the values of Customer Success when tailored according to the Business needs. The office hours have helped me to a great extent and I appreciate GS for hosting these sessions. The Gainsight Known Issues Tracker (KIT) is another place to check for issues that a lot of customers are facing which will make the lives of admins easy. Review collected by and hosted on G2.com.

I haven't seen any issues so far, the support team is kind enough to help us out with letting us know if the issue that I've reported is on the Road map and provide ETA (if this info is available). Review collected by and hosted on G2.com.

At our company, Gainsight CS is a huge part of how our Customer Success team manages their book of business, tracks customer health, and stays proactive with engagement. But outside of that traditional CSM activity, I’ve personally used Gainsight to build out the foundation of our Digital Engagement strategy and Contact Hygiene initiatives.

On the Digital side, Gainsight helps us automate usage-based engagements, making sure customers get the right resources at the right time based on how they’re actually using our product. This has been key in scaling Customer Success beyond just 1:1 interactions and helping customers become more self-sufficient.

For Contact Hygiene, Gainsight makes it way easier to keep our customer data clean and up to date. That might not sound exciting, but it’s critical—if our data is messy, our outreach isn’t effective. Keeping accurate records means we’re reaching the right people with the right messaging, which makes everything we do more impactful.

Overall, Gainsight has been a game-changer in how we approach Digital CS, and we’re continuing to expand how we use it to drive automation and efficiency. Review collected by and hosted on G2.com.

Appending data rather than overwriting data can be a difficult process - would like to see this feature built out more! Review collected by and hosted on G2.com.