Overview
Product Information on Gainsight Customer Success
What is Gainsight Customer Success?
Gainsight Customer Success Pricing
Overall experience with Gainsight Customer Success
“Gainsight Offers Flexible Data Control but Requires Substantial Administrative Commitment”
“Customer Data Centralized”
About Company
Company Description
Gainsight focuses on assisting companies in achieving sustainable growth through its state-of-the-art platform. This platform comprises four main tools - Gainsight CS, PX, DH, and Customer Education, designed to aid customer success, product, and community engagement teams in scaling efficiently, building alignment and developing a comprehensive view of their customers. The primary aim is to promote product adoption, reduce customer turnover, and nurture customer communities. The software finds its use across numerous companies of varied sizes and industries. Gainsight is a part of the Vista Equity Partners portfolio since 2020. It operates globally with offices across the US, UK, Netherlands, Israel, and India.
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User Sentiment About Gainsight Customer Success
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Gainsight Customer Success Likes & Dislikes
I love the flexibility of Gainsight with the data management and the rules engine that allows me to manipulate data from various sources. The reporting capability is best in class and the ease of use for my team it top tier.
- Easy to navigate - You can see a 360 view of all customers all in one spot - You can pull dashboards to see how you compare to your colleagues & other teams - The dashboards are an easy way for leaders to see how individual CSMs are performing (ex: number of customer calls, total ARR, upsells, executive sponsor touchpoints, etc.) - Track marketing & automatic emails in Gainsight
As far as stand out features, Gainsight has top notch ability to drive proactive customer engagement. First with their Health Scoring and Dashboards which provide customizable health scorecards that provide real time visibility into customer adoption and risk. Next, the Timeline and Success Plans make it simple to document every customer interaction and align internal teams around a shared goal and deliverables. Finally, their Automation and Playbooks create automated triggers that ensure timely follow-ups and consistent engagement.
I haven't had the best experience with their customer success and technical teams. They're good, but they're not as strategic or proactive as I would expect them to be given the nature of their product. Gainsight is an incredibly huge lift. Without a full time admin for the first year and a part time admin after, our instance would be a disaster. This isn't necessarily a bad thing, as it's an expected result of having such a large and complex tool, but it's something people interested in Gainsight CS need to be aware of before purchasing.
- Account healthscores are consistantly inaccurate. The happiest customers are marked red - All of this information is pulled from Salesforce, so sometimes I don't think we need Gainsight - Gainsight doesn't provide good information for success plans, so we have to create slides and manually upload them to Salesforce - Only CSMs have access to Gainsight, so Sales, Support, Engineering can't see the infomation we input
It's known that the initial setup and configuration can be complex without dedicated admin support. From a usability perspective, some dashboards and reports take a while to load, especially with large datasets. For our particular instance, we also run into occasional sync issues with Salesforce.
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Gainsight Customer Success Reviews and Ratings
- Manager, Customer Service and Support50M-1B USDManufacturingReview Source
Gainsight Offers Flexible Data Control but Requires Substantial Administrative Commitment
Gainsight is a phenomenal tool for managing out customer lifecycle, risks, health, and CS team. It's capabilities are outstanding and the flexibility allows us to build out our instance in a way that directly aligns to our business. - Senior Enterprise Customer Success Manag1B-10B USDSoftwareReview Source
Gainsight Empowers Proactive and Data Driven Customer Success
Gainsight has been game-changer for managing customer lifecycles. The platform gives us good visibility into health scores, renewal timelines and engagement trends from one screen. Implementation took some effort but worth it by providing more efficient, data-driven alignment on all the accounts we manage. - CUSTOMER SERVICE & SUPPORT ASSOCIATE1B-10B USDSoftwareReview Source
Efficient tool for daily organization but with too many tabs and features
I really like this tool to track my CTA's, it helps me keep a close eye on my customers, seeing which activities I have already done and which ones are still pending. In short, I would say it helps me eliminate the mental load of having to remember everything I need to do every single day. - Director of Customer Service and Support50M-1B USDHealthcare and BiotechReview Source
Customer Management Improved by Gainsight With Notable Time Investment for Configuration
Gainsight has been a valuable tool for our organization. We leverage it to monitor overall account health and to track key performance metrics such as GRR, NRR, referenceability, and pipeline generation. It has become an essential part of how we manage and evaluate our customer portfolio. - Manager, Customer Service And Support<50M USDBankingReview Source
Experience Highlights Proactive Features and Ease of Risk Assessment in Gainsight
Gainsight has been a great experience. It's allowed me to very proactive, and I have used them at multiple companies.