# Gainsight CS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Gainsight CS the right Customer Success solution for you? Explore 48 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/148980/Gainsight/reviews --- Gainsight CS 4.4 (48) [View alternatives](https://www.capterra.com/p/148980/Gainsight/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Gainsight CS Ease of use 4.0 Customer Service 4.5 ## Pros and Cons in Reviews SK Sal K Customer Success Manager Information Technology and Services, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “The comprehensive dashboard and easy to use cockpit for timeline activities“ August 11, 2023 PI Pranav I RevOps Manager, AnalyticsComputer Software, 501 - 1,000 employeesUsed the software for: 6-12 months. “The lack of real-time bidirectional sync with Salesforce and complex rules engines make life slightly challenging for admins configuring the tool“ January 12, 2023 Andrea Virgilio C Director of Customer SuccessE-Learning, 51 - 200 employeesUsed the software for: 6-12 months. “The reporting capabilities as very advanced, the support team is always able to help, and it's possible to get anything important in a couple of clicks.“ November 21, 2022 Elizabeth B Sr. Customer Success Program ManagerComputer Software, 51 - 200 employeesUsed the software for: 6-12 months. “The cost is high on a per license basis.“ October 28, 2021 MM Marian M Client Success DirectorInternet, 501 - 1,000 employeesUsed the software for: 1-2 years. “At times, it can be complex and not as user friendly.“ August 20, 2020 ## Showing most helpful reviews Showing 1-25 of 48 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Chad H. Vice President, Client Success Internet Used the software for: 2+ years ### "The product delivers" October 24, 2019 4.0 I was pleased overall with the product and the service. I feel the product continues to evolve to serve the needs of CS management, the CSMs and other functions in the organization such as Sales. Pros I had recently rolled out Gainsight at our organization. The tool is extremely powerful and allowed us to take advantage of our unique data model to achieve business outcomes. This included getting more visibility into the health of our customers and the ability to send targetted emails with dynamic data to our customers. Cons The recorded training was very long and painful. This needs to be improved. There are some strange glitches and lack of user alerts that can be very annoying. The good news is that the Support and CSM team are extremely helpful. Review Source VR Verified Reviewer Director of Customer Success E-Learning Used the software for: 6-12 months ### "The best tool to manage your clients as a Customer Success team member" November 21, 2022 4.0 I am very happy because I can finally manage my clients in an easy way, check their customer journey status, they health, the notes from previous calls and the interactions. Pros It is super flexible. The reporting capabilities as very advanced, the support team is always able to help, and it's possible to get anything important in a couple of clicks. The interface is clear and easy to understand. Cons The tool is very powerful so it's not so easy to use at first. There are so many components that could make your life easier, and it's important to carefully go through the documentation (spending A LOT of time) to be able to understand how it works. Don't try to use it without having studied, it will be a terrible mistake Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/) Reason for choosing Gainsight CS it's definitely better for what we need, and the interface is much easier Review Source JW James W. Revenue Ops Manager Information Technology and Services Used the software for: Less than 6 months ### "Gainsight admin review" May 27, 2024 3.0 Overall, I haven’t had the best experience with Gainsight. The onboarding process was poor, the system feels old fashioned compared to the likes of Hubspot, Salesloft and Salesforce, and what features are redeeming about it are complicated to get working due to the nature of the system Pros The features offered by gainsight such as the C360 account view, timeline tracker, analytics and CTA rule engine do provide great ability to track and digest what’s going on with our customer base Cons The set up is very long winded and not user friendly. Once you have gotten to grips with how information integrates with gainsight and how to build CTAs in the rule engine it isn’t particularly hard, however there are tons of hidden system limitations and nuances that just make the system feel old, out dated and clunky. Review Source VR Verified Reviewer Sales Director Sports Used the software for: 6-12 months ### "Good CMS Tool" July 25, 2022 4.0 Gainsight is solid for it's primary functions at our company. Pros Gainsight is good for onboarding customers and tracking health scores. Cons It's a clunky system and the salesforce integration and timing syncs can be a lot better. Review Source VR Verified Reviewer Account Manager Telecommunications Used the software for: 2+ years ### "Great pairing with SFDC. " February 8, 2023 4.0 Pros Love the ability to document all customer communication and events all in one place so that anyone can see what has been happening with a customer. Cons Being able to customize things is not always the easiest. Even with having a Gainsight Admin to help with this we ran into road blocks. Review Source VR Verified Reviewer Sr. Director, Client Operations - Global Client Success Internet Used the software for: 2+ years ### "Powerful CRM insights, analysis and automation tool for account management operations" February 21, 2018 5.0 Gainsight has helped automate practically every step and touchpoint in our Client LifeCycle and Maturity model. Client Success can now focus exclusively on building strong relationships instead of busy work entering data into our CRM! Pros Gainsight offers world-class support, training and guidance on their incredibly flexible and robust platform. The feature set is impressive and the ability to set up a whole account lifecycle for automation is super powerful. Cons Gainsight is expensive and the learning curve is steep. Adopters should consider staffing specifically for GS administration and engagement internally. Review Source Elizabeth B. Sr. Customer Success Program Manager Computer Software Used the software for: 6-12 months ### "So pleased with how effortlessly everything works" October 28, 2021 5.0 Pros I like how simple Gainsight has been to use and implement. We have been able to accomplish more with Gainsight in 3 months than we did with Strikedeck in 3 years. Cons The cost is high on a per license basis. Gainsight is very heavy on the resource side when it comes to implementation. Review Source VR Verified Reviewer Senior Success Manager Online Media Used the software for: 2+ years ### "Insight into success" December 28, 2018 5.0 Pros Gainsight is extremely easy to use, integrates with Salesforce, and gets me the the info I need to do my job as a customer success manager. Cons It took me some time to find the right way to use the software, but now that I have a system down I have no complaints. Review Source JH Jenna H. Client Success Manager Used the software for: 1-2 years ### "At my prior employer we used Gainsight for our CRM. " June 5, 2018 5.0 Great for customer management, as well as daily/monthly task management! Pros I loved the ease of the product in managing tasks. It gave the option to snooze tasks to show that you've at least made an attempt prior to closing it out. Also, the fact that the product can integrate with Salesforce is great! It makes logging call activity for all of the company to see SO easy. Cons I didn't really have any cons in regards to the Software. I believe it's one of the products out there that you pay for what you get - it's by far the best CRM that I've used, thus far. Review Source VR Verified Reviewer Director of Customer Success Operations Leisure, Travel & Tourism Used the software for: 1-2 years ### "Customizable but difficult to deploy" November 7, 2017 3.0 Pros Gainsight is very customizable, and the team at Gainsight was helpful in the rollout, particularly once we voiced our concerns that we were going to be unable to implement due to our Salesforce setup. Cons I will echo what others have said about Gainsight - it was a very difficult deployment. Nothing we implemented was an easy, out-of-the-box deployment. Overall, it took us nearly two years to complete deployment and we still do not use all the features. Review Source Pascal A. Gestion de clientèle Accounting Used the software for: 6-12 months ### "Outils de points de vente " October 3, 2023 5.0 Pros L'augmentation de rétention et des revenusTrès très facile à utiliser. Cons Le logiciel automatise chaque étape et points de contact dans notre modèle client lifecycle.La courbe d'apprentissage est raide Review Source VR Verified Reviewer Client Success Director Internet Used the software for: 1-2 years ### "Essential for my role" August 20, 2020 5.0 Overall, I'm satisfied with the tool. It's a required piece to the organization of my role. Pros I really like how this software helps me to manage my portfolio, goals for each account and track to completion. Cons At times, it can be complex and not as user friendly. There is so much this tool can do but the report aspect isn't as intuitive as I'd like. Review Source TG Todd G. Client Marketing Manager Used the software for: 2+ years ### "Very robust client success tool" February 26, 2018 5.0 Pros Gainsight can help you manage just about everything around client account management. It can help you track events, send you or clients notifications, monitor health scores, trigger various actions, provide dashboards, etc. There is functionality for anything you can think of and the integration with SFDC is key. The company also showcases a lot of thought leadership and shares some very helpful assets and articles. Cons Because its so robust, it takes a while to begin utilizing everything it can do. The learning curve is a challenge but the platform is fairly intuitive, so you can work through it. Review Source MG M G. Manager - Business Systems Program Management Computer Software Used the software for: 1-2 years ### "Easy to use showing valuable customer metrics" October 6, 2016 4.0 This is great software if you know what types of actions you want to take against the data and know how you should measure customer health. We've run into scenarios where internal users disagree about the calculation of customer health so I recommend getting agreement from executives who will support the overall ranking/rating prior to implementation. I love everyone I've met from Gainsight and look forward to upcoming enhancements! Pros Easy to use, nice UI Cons Wish it allowed more data functionality. We use IOD (Informatica) for almost everything to get to the lists/data we want. Review Source VR Verified Reviewer Principal Venture Capital & Private Equity Used the software for: Less than 6 months ### "THE Customer Success Software" August 21, 2018 5.0 Have really enjoyed my experience thus far. Always responsive team Pros It changed the way we manage our customer relationships post-close Cons Took some getting used to to implement into the workflows Review Source bC bobby C. Used the software for: ### "great cs tool" October 5, 2016 5.0 great cs tool. I love that i can see a customer score card and predict churn. I would recommend them to anyone. Review Source RF Rodrigo F. Senior Customer Success Partner Computer Software Used the software for: 6-12 months ### "Amazing tool for Customer Success team " May 13, 2024 5.0 very positive experience so far with Gainsight and I look forward to using and learn more about how to use it in full power in my day to day with customer success tasks. Pros I love that we can see how well our customer are doing based in their usability of their dashboard, health score, etc.. every time before I speak to a customer I check insight to get the insights I need. Cons I think there is a lot to be explore so have found something that I dont like yet. Review Source SP Sony P. Customer Success Manager Computer Software Used the software for: 2+ years ### "Fantastic Customer Success tool " October 6, 2022 5.0 It is an excellent platform and as a CSM I live in it everyday. Pros Gainsight has a great user interface. It is easy to navigate and is very intuitive. Easy to use and very slick to navigate and enjoy working with in it every day. I like customizing dashboard to my client needs. Cons Sometimes it is a little buggy when it comes to actual data pulling from a CRM to GS. Otherwise, overall, it is an excellent platform for the CSM's. Review Source RE Rebecca E. Customer Success Managet Telecommunications Used the software for: 1-2 years ### "Gainsight for Account Management" May 26, 2022 5.0 Overall, Gainsight has some great features and the integration with Salesforce keeps the data accurate and easier to navigate Pros Gainsight is a great tool for housing all customer accounts and managing their data, tracking activities, and creating tasks and account plans. Cons The biggest downside of Gainsight is the reporting ability and lack of ease in creating a report. It is not user friendly to create a custom dashboard or get a customized report. Switched from [Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/) Company decision Review Source MM Megan M. solutions delivery manager Security and Investigations Used the software for: 1-2 years ### "Wonderful system for customer management!" November 15, 2019 5.0 Overall, using Gainsight has changed the way I work as an account manager. Before, I was using spreadsheets and other documents to track everything for my customer which was inefficient and cumbersome. Now, I'm able to set a plan for my customer upfront and use playbooks to follow and ensure the best experience possible for them! I will never go back to managing customers without it! Pros I really like using Gainsight to keep all of my customer information in one place. Daily, I use the tasks in my cockpit and success plans to keep me on task with my customer deliverables. The timeline allows me to have all of my notes, emails, and calls logged in one place. There are so many options to configure your customers C360, the options are almost endless. Cons I rarely have issues with using Gainsight, it really has changed the way I approach customer account management. I will say that there are times I have an issue with linking customer LinkedIn profiles, and I would love to see a more robust way to track customer org. charts. Otherwise, it's a wonderful tool! Review Source PI Pranav I. RevOps Manager, Analytics Computer Software Used the software for: 6-12 months ### "Easy to use Customer Success Management & Analytics Tool" January 12, 2023 3.0 We have integrated Gainsight for our customer success workflows, and the experience has been a mixed bag. The ability to demonstrate customer health, automate surveys, creation account plans are some of the impactful features, however, the challenges with reporting, and real-time bidirectional sync with Salesforce make a life for admins challenging. Pros Gainsight provides solutions for most customer success workflows like account health, advocacy, customer satisfaction surveys, NPS, and account plans. The UI is user-friendly and self-serving Cons The lack of real-time bidirectional sync with Salesforce and complex rules engines make life slightly challenging for admins configuring the tool Review Source VR Verified Reviewer Partner, Customer Success & Account Management Management Consulting Used the software for: 2+ years ### "Best-in-class customer success management platform" October 8, 2020 5.0 Positive. They really care about customer success. Pros Gainsight has been a leader in the CS space for a long time. They number of possibilities and integrations are endless. The team is knowledgable and they offer so many free resources for people starting out in customer success. Cons Like all CS platforms, you need to have the technical people and time commitment to onboarding. If your implementation is complex, you may consider a 3rd party. Reason for choosing Gainsight CS The opportunity to scale. Review Source AL Amy L. Analyst Computer Software Used the software for: 1-2 years ### "Customer Success Software" January 13, 2023 3.0 The Customer Success team loves the platform and it is their main CRM. For me, I perceive it's value for the team, but I wish it was more intuitive Pros It is good at tracking client communications and health score. By using success plans, we can proactively show ROI and we can create dashboards and reports without the need of other platforms. It also counts with Gong and Salesforce integration. Cons It might create lots of duplicated records and it is not so intuitive and easy to use and to create rules. The initial set up isn't so simple and Gainsight made us pay an additional consultancy service. Review Source AM Angela M. Sales Operations Manager Used the software for: 6-12 months ### "Very difficult implementation" December 8, 2016 3.0 You will not get any value out of this product unless you map out very thoroughly all of your processes, the factors that make an account poor or healthy and you have a dedicated resource to configure the system - it is by no means a plug n play tool, and you need to know what your goals are from the beginning. Unfortunately, our implementation has been very difficult, and I have heard the same from other companies as well. The system is very tricky and requires the support of an implementation project manager in order to get most things completed. Their support team is very good, and now that I know the system pretty well I am adept at making configuration changes quickly. Pros ability to sync BI data and use it in Gainsight functionality; Account Scoring functionality, good for customer success teams where CSMs manage a lot of accounts Cons difficult to configure without support, buggy, Review Source DW Dustin W. Partner Delivery Manager Information Technology and Services Used the software for: 2+ years ### "Great software for customer success " February 18, 2023 5.0 Pros The timeline view is wonderful for customer tracking. I can easily collaborate with my team and tag them on issues that need immediate attention. Cons I do dislike the dashboard view but this could be the way my team has customized it. There is a lot going on and it can be confusing at times. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.