Gainsight Customer Success Reviews

“It helps me stay organized

Pros

Timeline is my favorite feature! I can keep everything there, from internal notes to external calls and I love how easy it is to search.

Cons

I wish the dashboards loaded a bit faster.

“Using Gainsight NXT as a CSM has been a great experience

Pros

I've been using Gainsight for over three years across different companies. It's been an invaluable tool for managing my accounts. I use the Timeline and Cockpit features the most. Timeline lets me capture all customer interactions in one place so it's easy for me and other stakeholders to track conversations, meetings, and milestones. Cockpit helps me manage tasks and customer activities. Playbooks are super helpful too. They allow me to prioritize follow-ups, track renewals and keep an eye on account health. Overall, it's a great centralized tool for account management and collaboration across sales and CSM teams. I'm also loving the CoPilot feature!

Cons

While Gainsight is a powerful tool, there are a few areas that need improvement. I end up wasting a lot of time updating CTAs because it requires too many clicks. We use the Success Plan tab to track customer use cases but it's very clunky and not user-friendly. The options take time to load, so the UI for Success Plans could definitely be improved. More integrations with APIs like ServiceNow or Jira would also be useful, as right now it only works with Salesforce. I also train new CSM hires and the platform can be overwhelming for them because of all its features and customization options. It takes some time to get comfortable with everything.

“Gainsight is key for tracking your customer's journey

Pros

I love that Gainsight tracks everything important about my customer's product use and it provides a simple view of every key interaction, from the start of the relationship to now.

Cons

Sometimes the load time is slow and there's a lot of clicking around to get things done.

“It's perfect for monitoring

Pros

As someone managing over 4K accounts, we use Gainsight to monitor onboarding, usage, communications and risks. Collaboration and visibility are key and the dashboard, tasks and Timeline features make that so much easier. The integration with Salesforce and Tableau also helps us share timely data insights. The �Cheat Sheet' has really taken our work to the next level.

Cons

Right now, our outgoing emails aren't working properly and we don't have visibility into which ones are being opened. However the ease of implementation and how our teams have adopted it has been really valuable.

“Gainsight is a fantastic relationship management solution!

Pros

The dashboard showing all my accounts is fantastic! Gainsight helps me keep track of accounts I haven't touched recently, making it easier to stay engaged with important contacts regularly.

Cons

The solution works great and I don't have any dislikes with its functionality. I do wish there was an integration tool with Conga Writer for automating Gainsight Client Activity event tracking.

“Amazing platform for success management

Pros

Gainsight plays a huge role in increasing product adoption, preventing churn and growing customer opportunities.

Cons

We need an option to paste images when copying and pasting email objects or other info from Confluence.

“My workday is much more productive!

Pros

Gainsight has really removed the guesswork when it comes to status updates. I no longer have to guess the outcome of escalations or try to remember where I left off with a client request. I used to rely on Outlook and my local computer drive for record-keeping, but now I can share updates in my timeline activity for each client account. This makes it easier for my teammates or manager to pick up where I left off if I'm out of office or for me to search my timeline for insights when needed. The CTAs have also made my role as a CSM more valuable to my external partners because they let me show proactive value, not just reactive value. Plus we can sync relevant emails directly to Gainsight through an Outlook plug in. I use it multiple times a day, it's my main record-keeping tool.

Cons

The Gantt Chart and Success Plans aren't as important for accomplishing our tasks and initiatives.

“A total game-changer in customer success

Pros

I have a full 360-degree view of all my accounts and I'm always up to date on what's happening. I love how it integrates with Salesforce and Gong, and the CoPilot feature helps me do my job more efficiently.

Cons

Everything is going great. We could use some additional features like a built in call analyzer.

“Always up-to-date visibility on my accounts

Pros

The ability to properly forecast for my accounts whether they're going to renew or if there's upgrade potential� is huge. I use this tool daily, and the easy access to all the account data, thanks to several integrations is really helpful.

Cons

It could be simpler from a data or dashboard perspective, though this might be more about how our team set it up. At times, it can feel a bit overwhelming.

“fantastic CRM platform for Customer Success Managers

Pros

The UI, dashboards and ease of use are fantastic. The new Account AI Cheat Sheet is a great addition too.

Cons

This is honestly the best CRM tool I have used in my CSM journey, and I can't think of any features I dislike.

“Gainsight takes care of the work, no need for spreadsheets!

Pros

Gainsight is a powerful data analytics tool. It can combine multiple data sets and features an excellent scorecard. The support team is amazing and the ability to tell the full customer story from start to finish is a great benefit. It's always updating and improving processes.

Cons

Being a Gainsight admin can be tricky at first especially for new admins. It's a "learn by doing" tool so the first year or so will be filled with learning curves and a few mistakes. But once you get a good grasp on the concepts and features, everything becomes much smoother.

“Good tool

Pros

What I love most about Gainsight is that it's a centralized repository for all my data. I can easily surface information about my customers and dive deeper when necessary. I also like that I can schedule success plans, though I'd love more automatic templates for specific actions.

Cons

What I like the least is that the data comes from CARD and it's not always reliable. Also some metrics for red accounts can't be controlled by the customer success manager (for example, controllable margin is set at the beginning of the contract).

“Gainsight Customer Success gives valuable insights

Pros

Gainsight CS organizes and displays data in a way that's easy to digest and take action on. The ability to integrate with other applications and pull in data is a big plus.

Cons

I would love to see more integration and communication with Microsoft products like Teams.