Gainsight Customer Success Pricing Overview

I have been using Gainsight CS (both SFDC and NXT versions) as end user for a couple of years and as administrator for 5 years, on a daily basis.

I find invaluable its capability to give a broad, extensive and complete overview of the customer base status and health.

The UI is clear, easy to understand and use. Automations on the active/proactive side are the best way to keep the team informed and ready to act in case of risk or opportunity spotting.

As administrator, I've been able to tailor Gainsight CS to many stakeholder needs, from C-levels to CSMs, Sales, Support agents, Professional services, Partner managers, etc.

Everyone benefits from one or more parts of it, often collaborating on the same items (ie. Success Plans) and has a wide overview on the full customer base.

On the admin side, it has a certain level of complexity that helps to customize it for almost all the needs your company may have, but it's never too complicated to manage.

I've successfully integrated data from other CRMs and company platforms, both natively using OOTB connectors and with some custom solutions. (ie. Zendesk, Jira, Canny, etc)

The support team has often been helpful is solving issues promptly. Review collected by and hosted on G2.com.

You can't have the most out of it if you don't have a dedicated and well trained GS Administrator.

You can still use it, but you'd lose a big part of its power and features.

It would be better if it had a more customizable UI, to better highlight some extra specific fields. Review collected by and hosted on G2.com.

Gainsight has become the heart of our insight generation, serving the broader organization effectively. It is truly the backbone of our Customer Success (CS) organization and is increasingly integral to our business as a whole.

We particularly appreciate the data manipulation and transformation capabilities (data designer and rules engine), which make insight generation highly accessible, provided one has a good grasp of data architecture and manipulation. The ability to feed these insights to various teams and systems through the connector ecosystem is decent, though it could be improved. While in theory, nothing seems impossible, the practical application often tells a different story.

We also value the journey orchestration capabilities, especially with CSM impersonation. The introduction of Dynamic Journey Orchestrator (JO) has made it much more flexible to use, thanks to the new branching capabilities. This allows us to build smarter, all-in-one programs instead of nesting programs as we had to do in the past. This has been integral to scaling our customer success organization and maximizing coverage.

Additionally, the very active community (both official and unofficial) is a significant advantage compared to other tools. It makes it easy for all admins to find practical help on issues that aren't necessarily within the scope of Product Support. Review collected by and hosted on G2.com.

There is a growing lack of feature parity and consistency across platform features such as cockpit and timeline sync, calculated fields, filters, behavior, and API. This inconsistency, coupled with what seems to be a growing disregard from the organization towards addressing fundamental issues, is concerning. Often, translating a business process into a Gainsight solution feels like it exclusively involves workarounds, and that isn't sustainable.

Additionally, arbitrary and undocumented changes frequently disrupt workflows and processes, with little to no apologies. The repeated suggestion to "clone and remap" as a solution to many issues is frustrating.

There is an excessive focus on AI at the expense of addressing basic features, parity issues, and stability problems that, if resolved, would significantly improve the platform. The admin community has been requesting these basic improvements for years, yet we are repeatedly told that "AI will solve this." While AI might eventually address these issues, when is it? It is also questionable whether it can do so effectively if the foundational elements are unstable. We're yet to see AI for admins.

Is it normal to have to work around the system to make it function? The emphasis on AI feels like ignoring the real elephant in the room: the limitations and inconsistencies of this platform, which in turn could raise concerns about the platform's long-term viability. Review collected by and hosted on G2.com.