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Gainsight Customer Success description
Gainsight Customer Success is a software platform designed to help businesses reduce customer churn and increase revenue. It provides tools to track customer health, automate tasks, identify risks, and improve engagement. Gainsight helps businesses of all sizes in various industries get a complete picture of their customers' experiences, so they can make better decisions and drive growth. It stands out with its focus on "customer success" as a company-wide goal, not just a department.
Who is Gainsight Customer Success best for
Gainsight Customer Success helps B2B SaaS companies reduce churn and boost revenue. Users love its centralized customer health dashboard and integrations, but some find it complex and slow. It's best for medium to large businesses in the software, IT, and telecommunications sectors.
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Best for medium and enterprise companies.
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Ideal for software, IT, and telecommunications companies.
Gainsight Customer Success features
| Supported Gainsight PX integrates with Gainsight CS, enabling product usage data synchronization. |
| Supported Gainsight supports segmenting customers by health scores. |
| Supported Gainsight offers customer health tracking with customizable metrics, including product usage and support interactions. |
| Supported Gainsight CS supports automated workflows, referred to as journey orchestration. |
| Supported Gainsight prioritizes customer success with AI tools and automated insights for proactive management. |
| Supported Gainsight supports lifecycle stage segmentation, enabling tailored engagement strategies. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Gainsight Customer Success reviews
We've summarised 1458 Gainsight Customer Success reviews (Gainsight Customer Success G2 reviews) and summarised the main points below.
- Centralized customer health dashboard
- Effective tracking of CTAs and customer engagement
- Seamless integration with Salesforce and other tools
- Automation capabilities for tasks and workflows
- Comprehensive customer data and insights
- Slow performance, especially with large datasets
- Overwhelming number of features, steep learning curve
- Reporting capabilities could be improved
- Limited customization options at the user level
- Complex administration and setup
Gainsight Customer Success pricing
The commentary is based on 43 reviews from Gainsight Customer Success G2 reviews.
Gainsight is a powerful and flexible customer success platform, but its pricing is often mentioned as a drawback. Many reviewers note Gainsight's high cost, particularly for smaller businesses or those looking to provide wider access across teams. While the value is recognized, the cost can limit broader adoption and require justification of ROI.
Users sentiment
Gainsight Customer Success alternatives
TotangoBetter for task management and automation. More user-friendly interface. Lacks email integration. Slower performance has been reported.Read more
Gainsight Customer CommunitiesBetter for fostering customer engagement and building a community. More user-friendly and easier to implement. Superior customer service. Positive pricing sentiment.Read more
Salesforce Service CloudBetter for larger organizations needing comprehensive customer service solutions. Broader industry fit, particularly within Finance, Banking, E-commerce, Retail, Consumer Goods, Manufacturing, Education, Hospitality, Transportation, Media & Entertainment, Non-profit & Government, Marketing, and Professional Services. Has more momentum as a Gainsight Customer Success alternative.Read more
ChurnZeroBetter fit for industries like Healthcare, Finance, E-commerce, Education, Real Estate, Hospitality, Transportation, Non-profit & Government, and Professional Services. Has more momentum currently. A Gainsight Customer Success alternative.Read more
JiraBetter for project and task management. A Jira alternative for customer success, Gainsight has more robust customer health tracking and automation. Gainsight is growing faster and better suited for enterprise businesses.Read more
Gainsight Customer Success FAQ
What is Gainsight Customer Success and what does Gainsight Customer Success do?
Gainsight Customer Success is a customer success platform that helps businesses reduce churn and grow revenue. It provides tools to track customer health, automate tasks, identify risks, and improve engagement, offering a complete view of the customer journey. Gainsight is best suited for B2B SaaS companies focused on customer success.
How does Gainsight Customer Success integrate with other tools?
Gainsight Customer Success integrates seamlessly with Salesforce and other tools, offering a centralized platform for managing customer data and interactions. It leverages product usage data through its integration with Gainsight PX. This enhances customer success support and provides a comprehensive view of customer health.
What the main competitors of Gainsight Customer Success?
Top competitors of Gainsight Customer Success include Totango, ChurnZero, and ZapScale. These alternatives offer similar customer success functionalities, such as health scoring, automated workflows, and churn prediction. Salesforce Service Cloud also competes in the broader customer relationship management space.
Is Gainsight Customer Success legit?
Gainsight Customer Success is a legitimate platform helping businesses improve customer retention and revenue. It offers robust features like health tracking and automated workflows. However, some users find it complex and expensive. Consider exploring alternatives if those are primary concerns.
How much does Gainsight Customer Success cost?
Gainsight Customer Success does not publicly disclose pricing information. Contact their sales team for a customized quote based on your specific customer success product needs.
Is Gainsight Customer Success customer service good?
Gainsight Customer Success customers generally report positive experiences with customer service. Users mention responsive support, helpful CSMs, and a dedicated team available through various channels. However, some note occasional slow response times and inconsistencies in support quality.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.