1,598 Gainsight Customer Success Reviews
Deep insights within our own data - because of the level of configurability, we can drive to very discrete data in our environments that enables us to surface important data on a daily basis. This has helped us measure very small movement each day in an automated way. Previously, we were measuring some of the same items monthly with a heaving human lift to get the data. This has enabled us to scale customer success and make data driven decisions otherwise not possible. Review collected by and hosted on G2.com.
This is not so much a dislike but just a reality - due to the high level of configurability it takes significant effort to learn then apply those learnings to get out the data you need. This is not a plug and play app, it takes knowledge and time to set it up to get out meaningful data. Review collected by and hosted on G2.com.
As an analyst using Gainsight for Customer Success, I like best the comprehensive visibility it provides into the customer journey. The platform combines product usage data, support interactions, NPS scores, and renewal health into a centralized view. This enables me to:
Proactively identify risk and opportunity using real-time health scores and trend analysis.
Build and automate reports that give customer success managers actionable insights, not just raw data.
Track customer outcomes across segments with custom dashboards, which is key for scaling successful operations.
Integrate seamlessly with our CRM, so there's a single source of truth across teams.
Overall, Gainsight helps translate data into decisions that directly impact retention, expansion, and customer satisfaction. Review collected by and hosted on G2.com.
As an analyst using Gainsight, one of the main challenges I face is the complexity of setup and customization. While the platform is powerful, it often requires significant time and effort to configure rules, build dashboards, and manage data ingestion, especially when dealing with multiple systems and custom data sources.
A few specific pain points:
Steep learning curve: Understanding how all the components (e.g., rules engine, journey orchestrator, health scores) fit together takes time.
Performance issues: Some reports and dashboards can be slow to load, especially with large datasets.
Limited flexibility in some reporting features compared to more advanced BI tools, particularly around complex joins or visualizations.
That said, once it’s properly set up, Gainsight is a very effective tool—it just takes a strong initial investment to get the most value out of it. Review collected by and hosted on G2.com.
It is a tool that literally advances the CSM's life on a daily basis. We have access to previous contact records, powerful integrations such as dashboards considered essential for communicating with our customers, and we also have the ability to be evaluated by our customers. Review collected by and hosted on G2.com.
I have problems with my update data sometimes, the productivity dashboards don't update and I don't know if it's some configuration that I'm missing, but I often update a CTA from my cockpits and it's not reflected in the dashboard. Review collected by and hosted on G2.com.
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.
