Customer love for Gainsight

What do you like best about the product?

The best feature of Gainsight Customer Success is that it allows you to see an overview of your customer's health and engagement information in a single location. Gainsight Customer Success uses automation and reporting to help manage your customers.

What do you dislike about the product?

nothing to add this time from my side everything seems fine

What problems is the product solving and how is that benefiting you?

The Gainsight Customer Success module addresses issues such as lack of visibility on customer health, reactive management of customers' accounts, and the associated threat of customer churn. For me, the module is important in that it will help proactively engage the customer.

What do you like best about the product?

Ease of integrations with Salesforce, Parta, and other software. The sales and implementation teams were very easy to work with. Smooth onboarding. Intuitive UI.

What do you dislike about the product?

I would like to see more flexibility on certificates.

What problems is the product solving and how is that benefiting you?

helping us track customer engagement with learning content. this helps us specificially with onboarding, so we know is users are learning how to use our products during the implementation phase.

What do you like best about the product?

I’m a member of multiple Customer Communities, and I’ve been an admin in the past. My company also uses this for our Community. This is probably my favorite of the Gainsight products. It’s easy to use, integrates with Gainsight CS seamlessly, and has a clean interface. It also connects with a bunch of other tools, which makes it straightforward to pull our information in.

What do you dislike about the product?

I don't work closely enough with the product to have many concerns

What problems is the product solving and how is that benefiting you?

Connecting me to other customers for the communities I am in, and connecting our customers with each other.

What do you like best about the product?

What seems strongest about Gainsight Customer Communities is the ability to create a more centralized, self-serve customer experience instead of sending people to a bunch of separate places for docs, training, support, and follow-up resources. It also looks especially valuable that Spaces can become a customer-facing shared area for success plans and collaboration, which feels more scalable and customer-friendly than maintaining spreadsheets forever. More broadly, this aligns with how Dariann and Chris seem to think about it: keep the experience in one source/system, weave the knowledge base into comms, and make the platform easier for customers to discover and use in the normal flow of adoption.

What do you dislike about the product?

The main downside is that the vision is ahead of the current maturity in a few places. Even internally, there were still open questions around permissions, rollout timing, pending work, and how much of the experience would truly live in one place versus federating across multiple systems. There also seems to be some dependency on integrations and approvals to unlock the full experience, especially around Slack/community connections and AI-related processing, which can slow down rollout. And from a CS workflow standpoint, it only really works well if ownership shifts toward customer self-service and customer participation, rather than becoming another thing CSEs have to manually maintain forever.

What problems is the product solving and how is that benefiting you?

Gainsight Customer Communities helps solve a pretty common CX problem: customers need one place to find the right information, ask questions, collaborate on plans, and continue their learning without bouncing across disconnected systems. It also helps make adoption and success planning more collaborative and scalable by giving customers a shared space to work from, rather than relying only on internal documents or one-off follow-up from the CS team. For teams, the benefit is better visibility into customer activity, more opportunity for proactive follow-up, and a more sustainable self-service model that can still surface unanswered questions and engagement signals back into Gainsight.

What do you like best about the product?

I really appreciate how intuitive and flexible Gainsight is, especially when it comes to customizing features. The ability to configure widgets and segment community experiences has also been a game-changer, letting us personalize content for different user groups like senior leaders or regional audiences. Another standout is the collaboration with Gainsight’s team, they’ve been incredibly responsive and proactive. Oli, our CSM, made onboarding so smooth and always had innovative solutions for any challenges I brought up. The constant updates, like AI moderation tools or expanded functionalities for managing groups, show Gainsight’s commitment to improving the product. The integrations with tools like Skilljar, also make it easy to manage cross-functional workflows, saving a lot of manual effort. Overall, it’s been a powerful tool for boosting engagement and driving value both internally and externally.

What do you dislike about the product?

One area where Gainsight could improve is the functionality within public groups. There currently isn’t a way to set permissions that restrict certain members from posting while still allowing them to engage with content, which would be helpful for managing groups like partner or announcement-only spaces. Additionally, while the platform offers impressive features and flexibility, there can be a slight learning curve for more advanced customizations, especially when working with HTML widgets or integrating new tools. That said, the Gainsight team is always helpful and quick to provide resources, which makes navigating these challenges much easier.

What problems is the product solving and how is that benefiting you?

Gainsight is helping us centralize customer feedback through the ideation module, making it easier to prioritize feature requests and align with product roadmaps. Its segmentation tools allow us to personalize user experiences, while AI moderation and engagement features save time on community management. By simplifying workflows and fostering transparency with customers, Gainsight has improved engagement, reduced churn risk, and boosted alignment across teams, ultimately enhancing the overall customer experience and driving better results for our business.

What do you like best about the product?

Gainsight gives us the visibility and oversight to measure what our CSMs are doing and where our customers are at. It also allows us to automate activities for our long tail accounts using features like Rules Engine and Journey Orchestrator.

What do you dislike about the product?

We don’t have complete product telemetry available in Gainsight, so we are limited in what the platform can do for us. We also have a problem with some managers not enforcing team activity in the platform - to truly be successful with the tool, your leadership must be bought in and aligned.

What problems is the product solving and how is that benefiting you?

Our primary focus with Gainsight right now is freeing up CSM time to spend on value-add customer activities. This means automating repetitive processes, building customer email journeys and support, and automatically surfacing moments that require human intervention to our team.

What do you like best about the product?

Best in class platform for Customer Success. Journey orchestrator is the best for scaling customer communications.

What do you dislike about the product?

Would love to see more built-in agentic capabilities!

What problems is the product solving and how is that benefiting you?

Customer health data, dashboarding, and some automation for surveying and email touchpoints

What do you like best about the product?

Gainsight customer success is amazing ... It helps with scalability, insights, actionability

What do you dislike about the product?

There is nothing I don't like about gainsight customensuccess

What problems is the product solving and how is that benefiting you?

Scalability for the lon tail customers and insights and proactive activities to reduce churn

What do you like best about the product?

Gainsight has been a fantastic addition to our toolkit. What stands out most is its ability to bring together data from different places into one streamlined view, helping us understand and act on customer health. Staircase, in particular, has been a game-changer by analyzing unstructured data like emails, meetings, and support tickets to provide insights like sentiment, engagement, and expansion opportunities. It’s given us the voice of the customer without relying on traditional surveys, which is incredibly valuable. The integration with platforms like Salesforce and Zoom makes it even more useful day-to-day. Another highlight is Gainsight's customization and flexibility. The ability to tailor configurations, like scorecards or product usage insights, means we can adapt the platform to our evolving needs. And their customer support has been outstanding—anytime we’ve had questions, folks like Nicole and Tim have gone above and beyond to help us out. Overall, Gainsight has been easy to use, powerful in its insights, and a key part of our strategy for understanding and growing customer relationships.

What do you dislike about the product?

While Gainsight has been incredibly valuable, there are a couple of areas where we’ve run into challenges. For example, some of the out-of-the-box reporting features, particularly around financial metrics like ARR and NRR, have required more manual effort than expected. It would be great if these reports were more readily configured to save time during setup. Additionally, managing account-level contacts for insights can be tricky when data cleanliness isn’t ideal. We’ve had to work around how parent-child account relationships are handled in certain scenarios. That said, Gainsight’s flexibility and support team have helped us navigate these challenges effectively.

What problems is the product solving and how is that benefiting you?

Gainsight is helping us tackle customer retention, engagement, and expansion by providing actionable insights through tools like Staircase and its scorecards. It’s simplified how we identify risks, track customer sentiment, and uncover cross-sell and upsell opportunities, all in one centralized platform. By automating manual tasks and consolidating data, it gives us more time to focus on building stronger customer relationships, which has been critical for improving efficiencies and driving overall business growth.

What do you like best about the product?

I really appreciate Gainsight's flexibility and ease of use. The platform has so many features we can tailor to fit our needs, especially around community management. For example, the visibility and segmentation tools make it simple to create personalized experiences for users, like showing unique pages to different segments or gating content based on permissions. The analytics, like search data and click-through rates, have been super helpful in understanding what users are engaging with and finding areas to improve. What stands out the most, though, is the support from the Gainsight team. They’ve been amazing with walking me through features, helping brainstorm solutions, and even assisting with customizations like setting up a cleaner, more user-friendly guest experience. The consistent updates and new features, like AI search summaries and dropdown menu customization.

What do you dislike about the product?

One thing I’ve noticed with Gainsight is that some features, like the email outreach tool, have limitations, such as only being able to target users active in the past year. It’s understandable for email reputation management, but it does require adjusting forecasting and occasionally using alternate tools to reach all users. Also, while the platform is user-friendly, some tweaks, like customizing guest user pages or setting up visibility permissions, require a bit of setup time or guidance. That said, the Gainsight team is always super helpful and responsive, which makes navigating these small challenges much easier.

What problems is the product solving and how is that benefiting you?

Gainsight is helping us streamline our community management by providing tools to boost user engagement, track activity, and personalize experiences. Features like segmentation, analytics, and email outreach make it easier to bring users into the community and keep them engaged. It’s also been crucial for measuring the impact of community touchpoints and integrating multiple brands into one space. Ultimately, it’s helping us grow our user base while proving the value of the community internally.

What do you like best about the product?

What I love most about Gainsight is how customizable it is and how impactful it’s been for managing customer journeys. The ability to personalize journeys and create dynamic email flows based on customer data has been a game changer. Features like Journey Orchestrator, despite having a learning curve, are super powerful once you get the hang of them. I also appreciate the detailed configurations available like using calculated fields, branching for different customer types, and setting up conditional steps. Having these tools lets us craft unique experiences that match specific use cases, and the flexibility is absolutely worth it. Another standout is Gainsight's customer support team—they’re incredibly helpful and patient. Anytime I’ve hit a roadblock, like figuring out joins or creating data sets, their team has walked me through it or even provided recordings for reference. Even as a smaller customer, we’ve always felt valued. Plus, the platform integrates well with Salesforce, which is critical for our data needs. The support and resources have made it easier to get ROI even with limited in-house expertise.

What do you dislike about the product?

One challenge we’ve faced with Gainsight is the complexity of setting up new programs, especially when working with intricate data sets or trying to merge multiple objects. For someone without deep technical knowledge, it can take time to get comfortable with features like joins or building advanced workflows. While the flexibility is great, it’s not always intuitive. Additionally, transitioning older programs to the newer Journey Orchestrator version has been tricky. It requires more effort than expected, and some processes could benefit from clearer guidance. That said, the support team has been amazing at helping bridge these gaps and make learning manageable.

What problems is the product solving and how is that benefiting you?

Gainsight helps us streamline customer engagement by creating personalized, automated email journeys, ensuring no customer slips through the cracks. It allows us to track customer activity, segment audiences by specific criteria, and trigger follow-ups based on real-time data. This has been vital for reactivation campaigns and improving retention. Even with a small team, we can deliver impactful, data-driven customer outreach. It’s made managing customer relationships more efficient and driven better ROI for our efforts.

What do you like best about the product?

Gainsight's 360-degree customer view and health scoring are standout features. The ability to consolidate data from multiple sources into a single customer timeline makes it easy for CSMs to stay on top of their accounts. Automated playbooks and calls-to-action help the team be proactive rather than reactive, and the reporting/ dashboards give leadership strong visibility into churn risk and expansion opportunities.

What do you dislike about the product?

The platform has a steep learning curve and can feel overwhelming for new users due to its breadth of features. Initial configuration and ongoing administration require significant time investment and often dedicated Gainsight admin resources. The UI, while improving, can sometimes feel complex, and some reporting workflows are less intuitive than expected.

What problems is the product solving and how is that benefiting you?

Gainsight helps us consolidate customer data from CRM, support, and product usage into one place, eliminating the need for manual tracking in spreadsheets. It enables our CSMs to prioritize at-risk accounts using health scores and automated alerts, reducing churn. The playbook functionality ensures consistent, repeatable processes across the team, and executive dashboards provide leadership with real-time visibility into portfolio health.

What do you like best about the product?

What I like best about Gainsight is how it brings together all the critical data and tools we need into one platform, saving time and making our jobs so much easier. Before, our CSMs had to dig through multiple systems to get a complete picture of a customer, but with Gainsight, the 360 view consolidates everything—usage data, health scores, support tickets, and more—onto one page. This not only gives us clear visibility into our accounts but has significantly reduced the time we spend preparing for QBRs or executive updates. The customization options, like dashboards and scorecards, make it adaptable to our specific needs too. Another standout is Gainsight's focus on automation. Features like the AI-powered cheat sheet, AI follow-ups, and the ability to log emails and meetings directly into the timeline have helped reduce admin workload for our CSMs. On top of that, the customer support has been excellent—always quick and helpful when we have questions. Overall, Gainsight has become a key tool for driving customer success and ultimately improving retention and growth.

What do you dislike about the product?

One challenge we’ve faced with Gainsight is the learning curve for new users. With so many powerful features and customization options, it can initially feel overwhelming for teams who are just getting started. That said, once users get familiar with the platform, it becomes an incredibly valuable part of their workflow. Another area for improvement is around dashboard and report requests. With so much data available, we often get numerous requests to create custom dashboards for different teams, which can lead to some complexity in managing them all. However, Gainsight’s team has been great about helping us streamline and optimize these processes.

What problems is the product solving and how is that benefiting you?

Gainsight is helping us tackle customer retention, streamline customer health visibility, and drive proactive engagement. By consolidating data from multiple systems into a single 360 view, it allows our team to identify risks early, improve renewal accuracy, and scale CS operations efficiently. The automation features also save time on manual tasks like follow-ups and reporting, enabling our team to focus on more strategic customer outcomes. Gainsight has been instrumental in improving both retention and growth for Saviynt.

What do you like best about the product?

What I like best about Gainsight is how it has helped us operationalize and elevate our CS motion. As a brand-new CS team, we had a lot of data floating around that we couldn’t fully leverage, and Gainsight has been the tool to bring it all together. The health scores have been a game-changer, giving us clear visibility into our customer personas and current status. The automated CTAs have enabled our team to engage with customers proactively and address potential risks, all within an intuitive, easy-to-navigate platform. Another standout has been the support from Gainsight’s team. Whether it’s technical guidance from our TSM or strategic discussions with our CSM, the level of support has been awesome. The integration with Salesforce has also been smooth, and features like dashboards, reports, and Journey Orchestrator are proving impactful as we scale. It's clear they’ve designed Gainsight with customer success teams in mind, and it shows in how effectively it aligns with our goals.

What do you dislike about the product?

The biggest challenge we've faced with Gainsight is the initial learning curve for some of our team members. As a brand-new CS team using Gainsight for the first time, it took some time to align our processes with the platform and fully understand how to configure and leverage its features. Additionally, there have been moments where we realized certain fields or data weren’t set up from the start, requiring us to go back and update configurations. That said, the Gainsight team has been great at supporting us through these adjustments, and we’re steadily getting everything fine-tuned to meet our needs. PS - Staircase will solve a lot of this.

What problems is the product solving and how is that benefiting you?

Gainsight is helping us tackle the challenge of understanding and improving our customer health. By consolidating data and providing clear health scores, it’s enabling us to identify risks, proactively engage customers, and drive loyalty. It’s also streamlining workflows for our CSMs with automated CTAs and reporting. For the first time, we have visibility into our customer personas, which is aligning our entire organization to improve customer outcomes and make more informed, strategic decisions. Moreover, Staircase AI will propel our team toward automated, real-time insights. The age of surveys is dead, Healthscores are reactive, with staircase we get ahead of and own customer outcomes, signals, and roadmap signals

What do you like best about the product?

What I love most about Gainsight is how it brings all our customer data together and gives us actionable insights. The health score feature is a standout—it helps us hyper-focus on yellow customers teetering on green so we can prioritize our efforts effectively. It’s also super customizable, which lets us tailor it to Omnicell’s unique needs, whether it's tracking sentiment or driving adoption. Plus, the AI functionalities like the follow-up notes and sentiment analysis have real potential to save time and improve consistency, though we’re still working on fully leveraging them. The support we’ve received from Gainsight has been amazing too. Our CSM, Alexandra, has been great about giving us guidance and making sure we’re getting value out of the system. Gainsight has also integrated seamlessly with tools like Zoom/Teams and Slack, which makes it much easier for our team to manage customer interactions and access the info they need. It’s been a strong tool for helping us be more proactive and efficient to ensure we're driving customer value where it matters.

What do you dislike about the product?

One challenge with Gainsight is that some features, like AI takeaways for timeline analysis, come with additional costs that weren’t immediately clear to us. It would be great if more of the AI capabilities were included upfront, as those have real potential to boost efficiency and insights across the team. Also, while Gainsight is powerful, it can be a bit overwhelming for teams just starting out with tools like AI copilot and text analytics. There’s a learning curve, and it takes time to design the right strategy to fully leverage all the features. Some built-in education tools would be helpful.

What problems is the product solving and how is that benefiting you?

Gainsight helps us centralize customer data, prioritize accounts through health scores, and address customer sentiment effectively. It’s been a game-changer for tracking engagement and driving outcomes. The proactive insights make it easier to identify risks early and improve customer satisfaction. It also saves our team time with features like automated meeting notes, allowing us to focus more on strategic initiatives. Overall, it’s significantly enhancing our retention and growth efforts.

What do you like best about the product?

We are happy with the level of customization that Gainsight offers. We are thankful for the team that supports us and ensure we have all resources to be successful.

What do you dislike about the product?

We would like Gainsight to integrate with more APIs for further data dissemination and analysis.

What problems is the product solving and how is that benefiting you?

We love that we now have a holistic picture of the customer—who’s at risk and who’s up for renewal. It helps hold my team accountable. Each year, we’re able to deepen our use case and get even more out of our customer data.

What do you like best about the product?

Gainsight has really become the backbone for our customer success operations at OneSpan. One of the standout aspects is how it serves as a one-stop shop for tracking customer engagement, health scores, and at-risk accounts. The ability to use tools like CTAs, success plans have been a big help in making sure our team stays on top of everything. Plus, features like the AI follow-up for Teams and integration with tools like Salesforce really streamline our workflow and give us a clear picture of customer activity and priorities without jumping between systems.

What do you dislike about the product?

While Gainsight has been incredibly valuable, some aspects can feel more technical or less intuitive than expected. For example, setting up reports, dashboards, and rules can be a bit tricky compared to something like Salesforce. It takes time and effort to fully understand everything, which can be challenging without a dedicated admin role. Another area that could improve is customization for AI-driven features like the AI follow-up notes. The formatting isn't as polished as we'd like—it would be great if it had more configurable options for a cleaner, easier-to-read output. That said, Gainsight's support team has been helpful in guiding us through these challenges.

What problems is the product solving and how is that benefiting you?

Gainsight helps us stay on top of renewals, track customer health, and manage risk accounts more proactively. It centralizes key data like customer usage and engagement, making it easier to prioritize activities and ensure nothing falls through the cracks. By automating processes like health score-triggered CTAs and creating dashboards for visibility, it’s improved efficiency and team accountability. This has been crucial in supporting retention efforts, reducing churn, and driving a stronger focus on customer success.

What do you like best about the product?

I really love the JO and CTA functionality—it makes it easy to scale customer outreach across a large team of Customer Success Managers.

What do you dislike about the product?

The copilot agent is very limited and not good for scripting or agentification.

What problems is the product solving and how is that benefiting you?

I created a round-robin set of CTAs for a project so we could reach out to 13k+ customers all at once.

What do you like best about the product?

What I like best about Gainsight is how much it has improved visibility into our customer data and streamlined processes for our CS team. The ability to integrate with our other tools like Salesforce and Snowflake has been a game changer, especially for building health scores at the location level—something we couldn’t do with our previous system. Features like call-to-actions and automation around engagement tracking have helped our team stay proactive and focused, which is key for managing mid-market and potentially SMB accounts. I also appreciate the flexibility to customize measures and workflows to fit our specific needs. Really looking forward to unleashing the power of Gainsight MCP with ChatGPT in our organization to make our IC workflows even more efficient. What’s also been great is the customer support and resources available to us. From the onboarding experience to working with Gainsight’s team on implementation, the collaboration has been top-notch. Having a strong relationship with their CS and technical team has made it easy to tackle challenges and plan for future phases. The frequent updates and new features, like advancements in AI and email capture, show Gainsight is always evolving, which makes it exciting to work with.

What do you dislike about the product?

One challenge I've faced with Gainsight is that some integrations, like with Intercom, felt a bit unpolished compared to others. We had to do extra work on our end to make the data useful and structured, which took some additional time. It’d be great to see more standardized setups or templates for niche tools like Intercom. Additionally, the timeline feature took some troubleshooting due to file issues when uploading historical data, which delayed implementation in that area. While support was super helpful, having clearer guidance or built-in solutions for these scenarios could make the process even smoother. Highly recommend bringing in your CRM and data architects as early as you can in the process - in our case we did involve them, but only at a high level during the pre-sales discussion. It was discovered at our first data discovery session after signature that we needed an additional Gainsight product to solve one of our critical workflows. Everyone came together in to solve the hiccup and we were back on the right path in no time.

What problems is the product solving and how is that benefiting you?

Gainsight is helping us improve visibility into customer health, streamline our engagement tracking, and better manage renewals and risk mitigation. The automated health scores and call-to-actions ensure nothing slips through the cracks, while integrations with tools like Salesforce and Snowflake unify our data. This has enabled our CS team to work more efficiently, drive better adoption, and proactively address issues, ultimately improving our customer retention and setting us up for stronger growth. Excited to begin partnering with our lifecycle marketing team to move some of our expansion and adoption campaigns into Gainsight - allowing us to now begin assigning CTA's to our CSMs, which we're not able to do today. This alone is going to help us get out of spreadsheet hell. Can't wait!.

What do you like best about the product?

Simple, with a better UI/UX and more customization options.

What do you dislike about the product?

Nothing so far. The recent unsync issue has made me feel bad.

What problems is the product solving and how is that benefiting you?

I use it to solve my training in SCROM and to get tracking.

What do you like best about the product?

I really like Skilljar by Gainsight for its analytics and integration with Salesforce, which weren't available in other platforms we looked at. The course management and asset management features are easy, and the user experience is simple, allowing people to log in quickly and start consuming content. The ability to share certificates on LinkedIn is a huge plus for us. It's great for incentivizing completion by letting users post their achievements on LinkedIn. I also appreciate the support from Skilljar Academy and the onboard manager, who was amazing.

What do you dislike about the product?

I think the only thing that I don't really fully understand yet is Skilljar only has one-way integration with Salesforce. We originally intended on having data flowing between both systems freely, without using middleware. But, yes, Skilljar cannot pass data from Salesforce back to Skilljar without using middleware.

What problems is the product solving and how is that benefiting you?

I use Skilljar by Gainsight for Coralogix s academy, managing over 30 courses and learning paths. It offers simple course and asset management with an easy user experience. The integration with Salesforce and the platform's analytics are very helpful.