# Page 2 | Gainsight CS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Gainsight CS ## Showing most helpful reviews Showing 26-48 of 48 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JR Jason R. Project Manager Veterinary Used the software for: 6-12 months ### "Powerful Customer Success Tool To Enable Deeper Engagement...." October 15, 2020 5.0 We're level-setting the effectiveness of our reps, and making their action lead to direct impacts to customer success. Pros The fact that the software takes the guess work out of "who should I call next" is amazing. And better yet, I can model the best practices of my most effective reps to bring all reps up to that level is amazing. No more trying to figure out what rep x did to make the customer jump 20% in revenue. I can track it. Cons Not a bad thing, but because it does so much, you have to talk a crawl, walk, run approach. You can't do everything out the gate because it's just too much. So you're forced to pick and choose your battles. Review Source VR Verified Reviewer Customer Success Manager Leisure, Travel & Tourism Used the software for: 2+ years ### "Great Application to Keep Track of Customer Health" April 24, 2018 5.0 Pros \- Easy collaboration across multiple teams in an organization to keep track of a client - Helpful CTAs to ensure you are staying on top of an account - Can assign tasks to other members of your organization Cons \- Steep learning curve - Very out-of-the-box implementation, not a lot that the administrator can customize - Sometimes the web application can be laggy Review Source RJ Rebecca J. Sr Manager Information Technology and Services Used the software for: 1-2 years ### "Great platform to engage with customers" November 9, 2023 4.0 Pros I like the ability to track communications and get a more accurate temperature read on the customer satisfaction Cons Would love to use it more for customer advocacy but haven't had the chance Review Source MG Misty G. Manager, Sales Operations Computer Software Used the software for: 1-2 years ### "Robust tool, but need clear deployment plan" October 4, 2016 4.0 Gainsight has been key in getting all our customer data from Salesforce into a single view for our Customer Success team to use. Deploying really required a clear project scope, with insight in how you plan to you utilize the various aspects. You can't just assume you can build rough Call to Actions (CTAs) and the program will pay for itself. You really need to think about what you want for an outcome. For example, tracking healthscore is a great feature, but if you don' t internally have a clear understanding of how you are driving health, the scoring won't be useful. The customer success team is outstanding and will stand by you until you have a successful deployment. The ability to bring in data into an MDA table is key for those processes that don't quite fit into the out of the box program. Pros Ease of use Review Source PC Peter C. Renewals Account Executive Computer Software Used the software for: Less than 6 months ### "I like the idea, has potential, but definitely room for improvement" April 24, 2020 3.0 Overall, I like the idea of GS and what it offers. There are plenty of integrations which is great, however, it can get a bit messy when working in GS. There are a ton of tabs. I think if the layout were a bit less complex, it would be much easier to use. Pros I like the function where it alerts me when customers are getting overages and also when they have low usage. I also love the email function. I can use saved templates and it pulls data directly in from a separate software. It is also viewable from SalesForce. Cons There is not a great integration in SF between opportunity notes and the notes section in Gainsight. This causes me to have to check 2 areas for information pertaining to 1 account. I also have to copy and paste the notes from one either SF or GS and paste them in the other. My workflow would be much more efficient if I was able to have a more one-stop-shop. Also, I wish there was a better notification function that alerts me on CTA's. Review Source Rebekah P. Senior Customer Success Manager Computer Software Used the software for: Less than 6 months ### "Seems like it has potential " December 12, 2019 4.0 so far so good! Looking forward to seeing it all set up! Pros I love the tasks feature and intuitive it is however I am still trying to figure out how I can see a full picture but we are in the set up phase. Cons The sales forces intergration seems to be lacking. We are trying to move from saleforce to GS but none of the chatter notes or contracts were pulled in while everything is easily able to be pulled out. Since we have been using SF for 6 years we will still need to check SF quite often, Review Source HF Hernan F. Business Development Director Information Technology and Services Used the software for: 2+ years ### "Key solution to thrive" September 7, 2022 5.0 Pros Integrations, ease of use, new features Cons Need to have a certification program official Review Source VR Verified Reviewer Customer Success Manager Computer Software Used the software for: Less than 6 months ### "Made my life as a CSM way easier " July 24, 2018 5.0 Pros Easy to use and adopt. Lots of functionality. Nice UI and UX. Good integration with Salesforce. We did in house training for 3 days and we are able to log in and start using. really consolidated all of our spreadsheets. Cons Almost too much functionality. Not too many cons. The key will be limiting the learning curve so we aren't overwhelmed with too many features at once. Review Source MF Michael F. Client Relationship Manager Information Services Used the software for: 6-12 months ### "Best Client Relations Software Around" January 10, 2019 5.0 Overall it is a positivive experience once you get over the learning curve. optimized for my day to day work and easy to use. Pros Easy way to track your clients activities and leave key notes on them. Great dashboard use and overall just a fantastic optimization of sales force for Relationship Managers and there book of business. Cons Sometimes can be buggy and the screen optimization needs to be fixed. Review Source VR Verified Reviewer Dean of the R365 Academy Computer Software Used the software for: Less than 6 months ### "Jury is still out if it is worth the cost" February 3, 2019 4.0 Pros Gainsight is an excellent tool for your CSM teams. It automates a lot of the procedures and processes that would otherwise be lengthy and manual. They also have their onboarding dialed in and know how to get you up and running for success. Cons Gainsight is only as valuable as the data you get into Gainsight. So if you have data issues, this platform might not provide you with the most value. We utilize Gainsight with Pendo Analytics and Salesforce (Pendo collects user engagement and pushes to Salesforce, which is then collected by Gainsight). So before you jump onboard with Gainsight, make sure you have sufficient data feeds for your new (somewhat expensive) tool. Review Source Sam G. Customer Success Manager Computer Software Used the software for: Less than 6 months ### "Niche Product with Many Alternatives" August 2, 2019 4.0 Pros Salesforce integration is useful, ability to track CTAs helps CSMs stay on top of their accounts Cons Mostly used it for recording call notes, but Salesforce already has the ability to do that. I think it was overpowered for our use case Review Source Rachel C. Customer Success Manager Computer Software Used the software for: 6-12 months ### "Customer Success Software" April 2, 2018 4.0 Pros I like that you can plug in usage from your software to see at a quick glance who is adopting your platform. Cons It seems a little clunky, I wish the UI was easier to use. There is probably more functionality that I am not aware of. Review Source DC Don C. Watson Customer Engagement, SaaS Account Manager, Customer Analytics Information Technology and Services Used the software for: 1-2 years ### "null" April 10, 2018 2.0 Review Source Mikael B. Lead Client Success Executive Used the software for: ### "We are definitely future users of this amazing Hub for everything Customer Success! Great look!" April 10, 2018 5.0 Pros To the point data with one click! Everything other platforms can only dream of doing under one roof! Cons Sorry, I can't really come up with anything for this question. Everything is in the right place and connectivity to Salesforce if off the charts! Review Source NN Nicole N. customer success Used the software for: 6-12 months ### "Can be tricky to navigate but overall very helpful " March 8, 2018 4.0 Pros The reports you are able to generate have been especially helpful. Also have one platform that houses various types of data Cons Sometimes it can be difficult to navigate around or has excess steps to find something in the software Review Source RG Rosa G. Senior Operations Manager Computer Software Used the software for: 6-12 months ### "Most comprehensive CS tool out there" September 22, 2020 5.0 Overall great -- even when we run into issues, they are quick to help and support Pros 1\. Highly configurable -- we are able to adapt and build just about anything with the Rules Engine 2. Helped us continue to scale with robust email campaign functionality 3. Flexible reporting 4. Fantastic strategic guidance Cons Can be hard to use -- definitely recommend having a designated Gainsight Admin to run the system. The advanced features like Rules Engine are pretty complex. Review Source Eleanor (Nora) G. Customer Experience Associate Information Technology and Services Used the software for: Less than 6 months ### "Great product" December 8, 2018 5.0 Pros I love how you can easily log calls in Gainsight. It's nice that you can tag people and events. It's also nice that it auto saves. Cons We integrate ours with Salesforce, and sometimes it's difficult to navigate between the two products. Review Source PC Patrick C. CSM Financial Services Used the software for: Less than 6 months ### "An overall good tool" June 29, 2021 5.0 Overall the tool has held up its end of the bargain. Pros A good tool that gets the job done. While it is on the more expensive end of options it definitely holds its value. Cons The only negative I have is the price - there are other tools on the market that serve the same purpose. Review Source VR Verified Reviewer Senior Technical Services Specialist Internet Used the software for: 6-12 months ### "Great to help account managers stay on top of things" October 3, 2018 4.0 Pros Information presented in an appealing fashion, working on top of what you already have in salesforce Cons Permissions can be a little tricky, and often the jankyness of salesforce can shine through what this software does. Review Source SK Sal K. Customer Success Manager Information Technology and Services Used the software for: Less than 6 months ### "Gainsight" August 11, 2023 5.0 So far we are still in trial phase Pros The comprehensive dashboard and easy to use cockpit for timeline activities Cons Takes some time to load and refresh data Review Source MN Marvin N. Sales trainer Computer Software Used the software for: 1-2 years ### "They have helped our customer service!" December 4, 2018 5.0 Pros Gainsight has helped our customer service and reduce cancels. Cons I have nothing bad to say about this software. Review Source ED Emily D. Used the software for: ### "Gainsight review" October 6, 2016 4.0 overall gainsight helps our CS org automate follow up and stay on task to maintain the customer relationship Review Source gC glen C. Sr. Support Manager Computer Software Used the software for: Less than 6 months ### "Good Software for Support!" October 6, 2016 4.0 We use Gainsight to support our customers. Specifically we are a cloud based subscription company and we are able to understand our customers better along with their ACV's and how well they are doing. Pros easy and simple and quick Cons Not sure the application. 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