Customer love for Gainsight

What do you like best about the product?

I work in renewal and sales, and Gainsight offers many benefits: I use Gainsight on regular basis It can be used easily without a much training and Role-specific dashboard: Provides tailored insights. Renewal tracking: Keeps me aware of upcoming renewals. Integration with Salesforce and GTM analytics: Offers detailed information on opportunities and their status, It can be easily implemented without a much training. Account health reports: Helps focus on accounts needing immediate attention. Call to action tab: Prioritizes customers with specific needs, guiding sales motions. Non-payment tracking: Reduces revenue loss. following with many other benefits hard to describe with the limitation here

What do you dislike about the product?

Nothing as of now as it has been improving regularly

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

It is a future for better customer relation Helping us track every aspect Manages increased customer volume efficiently. Integrates with platforms like Salesforce for insights. Identifies accounts needing attention. Tracks interactions to improve retention. Monitors non-payments to minimize revenue loss.

What do you like best about the product?

I love the possibilities it creates. We are new users and will build throughout 2025 with this.

What do you dislike about the product?

I have not enough experience yet to complain.

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

Allowing our customers to grow together and put all of them together with like minds.

What do you like best about the product?

I have been working on GS NXT since 3 years and I can say it is a great tool when it comes to delivering the values of Customer Success when tailored according to the Business needs. The office hours have helped me to a great extent and I appreciate GS for hosting these sessions. The Gainsight Known Issues Tracker (KIT) is another place to check for issues that a lot of customers are facing which will make the lives of admins easy.

What do you dislike about the product?

I haven't seen any issues so far, the support team is kind enough to help us out with letting us know if the issue that I've reported is on the Road map and provide ETA (if this info is available).

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

What problems is Gainsight Customer Success solving- reducing the amount of time CSMs are spending juggling between different systems as GS is acting like a centralized hub. How is that benefiting you - Reducing the queries that we used to address earlier for different systems v/s just one (GS). Lesser the number of systems the better is CSMs efficiency in terms of giving enough time so that they can drive Business efficiently and focus on engaging with customers

What do you like best about the product?

I enjoy leveraging Gainsight during my day to day duties because I can see everything from a high-level perspective within the dashboard. Also, I can drill down into the granular level account detail to review active licenses, account detail, contact info, etc. The ease of use within the product makes it a one-stop shop for account details.

What do you dislike about the product?

Sometimes the widgets or the screens do not update quickly which makes it harder to review exactly what was completed and what wasn't.

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

Gainsight Customer Success allows me to progress within my role by providing me with high-level and detailed account level information in one central location. I can see active license details, expiration dates, and the client's current health score in one screen.

What do you like best about the product?

Gainsight has the best CS support. I know the manager we have will engage if I raise my hand :)

What do you dislike about the product?

Nothing - it's perfect. I have used other products and the bumpiness of theirs is seamless with Gainsight.

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

Keeping me on task and measuring outcomes.

What do you like best about the product?

The workflow is organized with date and taks that respont to the accouts

What do you dislike about the product?

Nothing at the moment only the stats could be a bit more detailed.

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

The workflow and organization of the accounts in due time.

What do you like best about the product?

I liked the presentation of Gainsight Customer Education, as it provided a detailed description, and its value was exceptional.

What do you dislike about the product?

There was nothing I disliked about Gainsight Customer Education.

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

The problem that Gainsight Customer Education solved is making it simple for every user to use.

What do you like best about the product?

Gainsight Customer Education is very intuitive and simple to use. The interface is clean and makes it easy to create and manage courses without too much complication. I really like the way you can personalize learning paths for different users, making it more adapted to each person. The analytics are also very helpful to understand how learners engage with the content. I worked in LMS field at Rise Up, eLamp and 360Learning, so I know that many solutions are complicated, but Gainsight keep things clear and efficient.

What do you dislike about the product?

Some times, the platform is a bit slow, especially when saving or modifying content. It is not a big issue, but it can be annoying if you work on many courses at the same time. Also, I think there could be more integration with other tools, like more advanced options for community discussions inside the learning platform. But overall, it’s a strong tool that really help to improve customer education.

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

Gainsight helps to solve the problem of training users on a product without needing too much manual effort. Many companies have difficulties keeping customers engaged and making sure they really understand how to use the platform. With Gainsight, there are structured learning paths, interactive content, and analytics to track progress. This makes it easier to be sure that customers really learn and do not just go through the courses quickly. I used the platform in my free time for research purposes because I have experience in the LMS field, having worked at Rise Up, eLamp, and 360Learning. I wanted to see how Gainsight compares with other solutions and how they manage user engagement. I found the automatic learning flows and personalized paths very interesting because they follow the best practices in e-learning. For companies that want to train users efficiently without always needing a person to help, it is a very good tool.

What do you like best about the product?

I appreciate the ability to customize dashboards in order to analyze customer data and how integrated the platform is with our other systems. Very easy to log emails and to view colleague interactions with shared customers. I use Gainsight on a daily basis for logging customer communications.

What do you dislike about the product?

There is an initial steep learning curve for customizing your filters, etc. on your dashboards, however, the Customer Support is excellent and helps bridge any gaps in knowledge.

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

Our team needed one platform to serve as our "one-stop shop" to viewing KPIs and other analytics for our client accounts. Gainsight is proving to be a valuable asset as it limits the number of systems we have to visit in order to view information.

What do you like best about the product?

What i like the most its ability to provide a comprehensive view of customer , such as PnL and overall devices data. Gainsight Customer Success have a very good integration with other systems also UI is user-friendly and Giude ME button it' really helpfull.

What do you dislike about the product?

Based on my experience, even though it's not directly related to Gainsight, the correct customer mapping and adding or removing customers don't seem to work as expected. Additionally, logging timelines with Outlook integration isn't straightforward when associating the timeline with the correct contract, as the dropdown list shows many entries for a single customer.

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

Gainsight provides a thorough view of customer health, which is extremely helpful as it eliminates the need to navigate through various other systems.

What do you like best about the product?

Gainsight Customer Education offers insightful and structured learning with good User Interface allowing users to maximize product value efficiently. Upsides of usinf it are "Structured learning, interactive content, better product adoption, certifications, and strong community support make Gainsight Customer Education highly effective and valuable."

What do you dislike about the product?

Some content feels repetitive, limited advanced courses, occasional navigation issues, and a lack of personalized learning paths could be improved.

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

Helps users master Gainsight, improves product adoption, enhances customer success skills, boosts engagement, and provides valuable certifications for growth.

What do you like best about the product?

I liked the ease of use in improving customer success through scalable digital strategies. The CRM enabled us to increase retention and revenue and provide better customer support. Gainsight is the one-stop solution that provides a single, self-service hub for your customers anytime. Gainsight's digitalized customer onboarding and ease of implementation are useful for customized on-demand training education. The tailored solutions are effective for frequency of Use for different needs with pricing that differs based on the specific products and services selected. Their human-first approach captivates many businesses, encouraging them to create opportunities for underserved communities in tech.

What do you dislike about the product?

Gainsight offers various integrations but there is a difficulty in seamlessly connecting with other systems, which may require additional technical expertise.

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

Gainsight’s product, Staircase AI, analyzes real-time customer interaction across every channel. This feature also provides alerts to help teams take proactive actions to do better customer engagement.

What do you like best about the product?

What I love most about Gainsight is the ability to keep track of every single interaction you have with an account or about an account. I like that there are different dashboards to view various forms of data. I think it is a fantastic tool to organize your accounts, I can't imagine a better method. As a CSM with over 1400 accounts, the integration of account summaries using AI in Gainsight has been a HUGE help in getting caught up to speed quickly.

What do you dislike about the product?

It is not necessarily that I dislike these things. However, just ways to improve. Most CSMs have at most 50 accounts. However, for my team, we 1000s of accounts each. This makes it difficult for us to see certain data, specifically, the email reporting dashboard. With the ERD, only email data shows up if an email was sent through creating a CTA. As you can imagine, creating a CTA for every time you send an email to a customer can become pretty time consuming. Finding a solution for CSMs with a large number of accounts is the only suggestion I have right now as it does limit some of our abilities to see certain data.

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

Unfortunately, I am relatively new to my role, so I have not gotten the opportunity to dive in directly with how we are using Gainsight to overcome business challenges. However, because I am a new CSM with a large number of accounts, Gainsight has benefitted me by allowing me to get up to speed quickly on all of my accounts and organize them in a central location.

What do you like best about the product?

I can see all the info I care about on a single page, no going around dashboards and multiple analytics pages

What do you dislike about the product?

So far has been the implementation speed, I think it is becasue of our data and how we store it, but other than that I like it, maybe more customizable charts

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

All the info in one single place

What do you like best about the product?

It takes the guess work our of customer success. You create the standardds for what customer health looks like and Gainsight automates the experiance to make sure your customers receive the optimal experence and outcomes.

What do you dislike about the product?

Although it brings and tons of value, it is a heavy lift to implement. But it is worth it.

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

Better visibilty into what is happening with each csutomer and the agregate health of the business.

What do you like best about the product?

The project managment aspect. I can keep up with day-to-day tasks easily.

What do you dislike about the product?

The due date aspect in the CTAs and tasks can be a lot when you don't stay on top of it religiously.

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

Project management and customer health monitoring

What do you like best about the product?

Number of features. Ease of Integration. Frequency of use.

What do you dislike about the product?

Clunky admin UI for example, Job Orders. Limitations on Timeline Activity management. Lack of transparency about the workings of the new AI features.

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

Collaboration across teams (not just customer success). Customer risk identification and management. Driving customer adoption. Preventing churn.

What do you like best about the product?

We just started using Gainsight; we are working through trainings and getting out footing, but definitely having the Hubspot integration and having it translate appropriately for us has been great.

What do you dislike about the product?

I think there could be more clarity in the product of each of the tabs.

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

I like seeing the NRR for all my accounts I manage. This is my first role in customer success, so having a place to see all my accounts and revenue retention is very helpful.

What do you like best about the product?

I took on our case study process unexpectedly last year, and was absolutely thrilled to get access to GS having seen it in action before. From a visibility standpoint, the tool is super easy to use and provides me a ton of insight into a user's account in just a few seconds. I'm able to pull up specific information I never had access to before. From my position still working on customer testimonials, it's vital to understanding our users, their needs, and what they love about our product.

What do you dislike about the product?

I can't think of anything, honestly. I've had a great experience with GS.

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

GS provides me great insight into how our users are using our product. As someone responsible for working with CS to identify users for testimonials, this level of intel is much, much more than I've had access to before and is tremendously valuable.

What do you like best about the product?

I love the Gainsight UI is very userfriendly and the analytical capacbilities are like no other CRM tool out there

What do you dislike about the product?

It would be nice if we could use our brand colors

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

It helps our CSMs to action on accounts with poor health right within the system

What do you like best about the product?

As a CSM, this keeps me on track with its customizable playbooks, tasks, and CTAs. I am able to be more proactive in customer outreach and notice drops in usage before they become a real issue. Everything is available here from every day tasks to detailed reports on client health. This platform offers great integrations with systems like Gong to create a truly seamless experience. The customization available is what truly sets Gainsight apart from other software.

What do you dislike about the product?

The only minor issue is that sometimes CTAs get triggered too often based on the rules set up.

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

Keeping all information centralized so it is easy for our managers and the team to support all of our accounts. Detailed reporting and proactive tasks such as drop in usage allows client's health to be protected before the sentiment drops.

What do you like best about the product?

I like how I can get my customers health, timeline and overall update I need of my customer.

What do you dislike about the product?

The new Co-pilot introduced is not helpful as it should be.

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

Overall view of customer health

What do you like best about the product?

I like that Gainsight is so flexible and can be used for most complex use cases. I like the Scoracard and Dashboards the most. I'm also very excited about the new ai features such as Copilot

What do you dislike about the product?

I didn't like Simple Prgram, appeared buggy and not so easy to use

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

Allowing CSMs to manage accounts through relationships, create automations for product based relationships.

What do you like best about the product?

Over the years of using Gainsight CS, the more you buy into using the solution and adopting the features, the easier my job has become as a CSM! I feel the best is yet to come and really excited for all the new features!

What do you dislike about the product?

Unfortunately Gainsights CS needs a thorough implementation and feel this is where some companies struggle just due to the robustness of the system! I feel there are improvements that need to be made especially to Gainsight Plugin assist!

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

As I work at Scale, this helps me take control and actions on my portfolio of accounts!

What do you like best about the product?

Gainsight connects with a lot of tooling, making it easy to have cutsomer account details all in one place. I love the connectivtiy to gong, which also creates a quick recap and action items following calls, that are immediately logged into my customer timeline. For my customers, I can easily review previous call notes in preparation for a meeting, or while on a meeting toggle between contract details, support tickets, outstanding items, keeping me organized while also making me look like a superstar to my customers as I speak to their various quesions with ease. Highly recommend! Note -- does take an awesome and dedicated internal team to connect your tooling and take into account your needs for an optimal experience!

What do you dislike about the product?

Some customers like to have shared/editable notes/successplans and to my knowledge, this is not possible. I can share notes and the success plan, but the customer cannot edit/add. Please correct me if I am wrong!

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

Almost everything in one place -- our team is still working out connectivity, but for the most part I have to keep few tooling up to date due to most tooling being connected.