Real-World Case Studies and Customer Success Stories with Skilljar

Updater used Gainsight’s Customer Education platform to train thousands of users for US military family relocations. The company faced the... challenge of preparing moving service providers for strict military compliance and complex logistics. Updater built a digital training program, HomeSafe Connect Academy, using a phased approach to scale onboarding and education. Gainsight CE enabled secure, modular, and automated training delivery. As a result, Updater increased its network of authorized movers tenfold in a year and achieved a 55% training completion rate, far above industry norms.
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Gainsight CE helped Hornbill build a customer education program from scratch. Hornbill used the platform to create structured, scalable learning... journeys. The solution enabled digital onboarding, reseller training, and on-demand courses. Segmentation features allowed Hornbill to personalize learning for different audiences. This made customer education more meaningful and effective.
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Gainsight Essentials helped Olive build new processes and structure for customer success. Casey Baldin, working alone, used Gainsight to organize... and improve customer health tracking. Olive went live with Gainsight in just four weeks. The platform gave better insight into customer needs and product feedback. Gainsight enabled Olive to identify and leverage customer champions.
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Gainsight Customer Communities helped Calendly shift from a support-focused forum to a creative, user-driven space. Before, most community visits were... just for troubleshooting. With Gainsight, Calendly made it easier for users to share ideas and real-world workflows. Now, 60% of community content is user-generated. This change gives Calendly’s product team direct feedback and inspires customers to try new things.
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commercetools switched from their old customer success tool to Gainsight Essentials. Their previous tool lacked automation, lifecycle customization, and strong... reporting. Gainsight Essentials met their needs and offered a scalable solution for future growth. The new platform improved visibility and efficiency in customer success management. commercetools now has better processes and can support more customers as they grow.
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Gainsight helped SAP LeanIX grow from 100 to 1,500 customers. The platform gave clear visibility into customer behavior. It reduced... manual work for customer success managers. SAP LeanIX shifted to digital customer success while keeping high engagement. Gainsight supported fast scaling of customer success operations.
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Gainsight CS helped Coveo shift to an outcomes-focused customer success strategy. The team used Gainsight to track customer health, manage... risk, and share insights across departments. Native integrations with Salesforce and Snowflake improved data syncing and made insights accessible without extra cost. Gainsight's AI features and reporting tools saved time and improved alignment with renewal teams. Coveo now delivers value to customers faster and more clearly than before.
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Gainsight CS helped GitLab boost platform adoption from 40% to over 65% in 10 months. GitLab simplified workflows and unified... customer data, making Gainsight the main tool for their customer success team. They integrated Salesforce for better data sync and automated success plan creation. These changes increased engagement and made customer success managers more productive. The improvements inspired other teams and built momentum across the company.
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Jamf used Gainsight CS and Skilljar to connect customer success and customer education. They needed to scale onboarding for 76,000+... customers without losing the personal touch. Gainsight CS automated welcome emails and tracked progress, while Skilljar delivered training. Jamf saw a 60% adoption rate for a key feature and an 80% drop in support tickets for a common issue. Over 10,000 learners are certified annually, leading to higher retention and happier customers.
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SAP LeanIX uses Gainsight CS to improve account understanding and customer health. The platform helps automate upsell processes and replaces... static account plans. Gainsight AI supports expansion and provides better customer insights. SAP LeanIX benefits from more efficient customer meetings and data-driven decisions.
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Staircase AI by Gainsight helped Tackle. io replace a complex customer success platform. The team gained fast, automated insights into...customer health and sentiment. Health and sentiment scores from Staircase predicted renewals and churn with high accuracy. Tackle.io integrated Staircase with Salesforce for seamless workflows. The solution enabled better risk conversations and improved renewal forecasting. Tackle.io now uses Staircase as the core of its customer success strategy.
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Front used Gainsight to build a digital customer education program and community. They launched Front Academy for onboarding and peer-to-peer... learning. 80% of their largest clients used the Academy in one year. Users who engaged with the Academy and Community had a 20% higher product adoption rate. The team became more efficient and hit key onboarding milestones faster.
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Gainsight CS and PX helped Software AG's TrendMiner team build a digital customer success model. They used in-app engagements and... automated onboarding to reach more users. NPS scores improved by 35 points and initial user activation rose by 10%. Switching to digital engagement increased NPS survey responses 5X and webinar registrations 3X. Gainsight enabled better customer health tracking and more effective user journeys.
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Gainsight helped Harri improve customer retention. Harri used Gainsight to find new ways to cross-sell and upsell. The platform gave... Harri better customer insights. Harri also made customer engagement easier. These changes helped Harri drive more revenue.
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Acquia used Gainsight Software to integrate customer success into its revenue operations. This led to a 12-point increase in renewal... rates and helped generate new sales pipeline. Acquia made it easy for customers to expand their subscriptions by showing value and offering direct links to product information. The company used customer success data to identify and act on expansion opportunities. This approach improved customer retention and supported revenue growth.
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Gainsight Customer Success and Product Experience helped Software AG launch digital customer success. Software AG used these tools to improve... user adoption and drive retention. The TrendMiner product benefited from in-app engagements and product analytics. The company focused on digital-led strategies to scale customer success. Gainsight supported Software AG in delivering better outcomes for their customers.
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inSided helped Zapier build a strong peer-to-peer support community. Zapier needed a way to support 5,000 integrations and engage its... remote team. inSided offered custom moderation, deep integration with Zapier and Airtable, and easy no-code design. The community now gets about 180,000 pageviews each month. Zapier uses inSided to make customer support more efficient and to inspire users with automation ideas.
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inSided’s community platform helped involve. ai improve efficiency by 50%. The team used inSided to build a self-serve customer empowerment...program. They reduced redundancies in training and education. The no-code page builder and out-of-the-box widgets made setup easy. 60% of involve.ai’s customers joined the community in the first year. The platform enabled better digital and human touchpoints across the customer journey.
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Cognite used inSided to build Cognite Hub, a central community for its customers. The goal was to support a high-touch... strategy by making content and peer support easy to access. The community enabled faster answers, better product feedback, and more customer-driven product development. 99% of customers joined the community, leading to stronger relationships and a more customer-centric product. Cognite plans to expand the community with new programs and features to boost engagement and product adoption.
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Staircase AI gives branch real-time, AI-powered customer engagement insights. Branch uses these insights to better understand its customers. The company... improves churn management with Staircase AI. Branch operates in the technology sector as a small business in North America. Gainsight's solution helps branch drive retention and manage customer relationships more effectively.
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Okta used Gainsight to send nearly eight million digital growth emails last year. Personalized emails led to higher adoption rates.... Gainsight helped Okta link training, engagement, and renewals. Okta proved that customer education drives retention. Gainsight enabled Okta to scale customer learning and engagement.
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Gainsight Customer Communities helped Devo Technology build Devo Connect, an online community supporting every stage of the customer journey. Devo used the... platform to centralize product information, boost engagement, and streamline onboarding. After launch, one client saw engagement rise by 133% and support tickets drop by 55%. Gainsight enabled integration with CRM and Slack, making it easier for sales, support, and product teams to collaborate. The community now drives faster support, better feedback, and improved customer relationships.
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CData Software used Gainsight Customer Communities to boost engagement and lower support costs. They built a content-driven community that increased... customer interaction and self-service support. Gainsight's tools helped CData track support case deflection, saving over $650,000. The community also influenced $4.7 million in revenue, with $1.6 million in shared revenue and $100K in direct sales. Automated emails and gamification features kept users active and engaged.
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Staircase AI helped Launch Potato improve customer relationships. Launch Potato used AI-powered insights and real-time customer journey management. This helped... them track stakeholder changes and customer sentiment. The solution made their accounts stickier. Launch Potato is a small technology company in North America.
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Skilljar helped Jamf combine customer success and customer education. Jamf used Skilljar to improve training for their users. The solution... made it easier to deliver learning content. Jamf saw better results in customer engagement and education. The platform supported their business goals in the technology sector.
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Skilljar helps Handshake scale customer education and drive digital success. Handshake uses Skilljar to deliver training and improve customer onboarding.... The platform supports Handshake in creating effective learning experiences. This leads to better customer engagement and digital adoption. Handshake relies on Skilljar for its customer education platform.
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Skilljar helps Okta improve customer retention with personalized engagement and customer learning. Okta uses Skilljar to deliver targeted training and... support. This approach helps Okta scale its customer education programs. The result is better engagement and higher retention for Okta's users. Okta benefits from Skilljar's customer education platform in the information technology sector.
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Gainsight Customer Success and Product Experience helped Software AG's TrendMiner team boost NPS by 35 points and increase initial user activation by 10%. They switched from... email to in-app communications, leading to 5X more NPS survey responses and 3X more webinar signups. Gainsight enabled flexible health scoring, automated onboarding, and better adoption data. The team used playbooks, automated emails, and in-app engagements to drive digital customer success and improve user satisfaction.
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Gainsight CS helped GitLab boost customer success team engagement. GitLab simplified complex processes and unified customer data using Gainsight. They... integrated Salesforce for better workflow and automated success plan creation. These changes increased Gainsight adoption from 40% to over 65% in 10 months. The customer success team now works more efficiently and is more enthusiastic about using Gainsight.
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Gainsight helped Acquia boost renewal rates by 12 points. Acquia used Gainsight to automate customer communications and track user engagement.... Email open rates rose to 40–85% with targeted campaigns. Upsell programs generated at least $1M in new pipeline. Acquia improved entitlement management and customer experience using Gainsight’s tools.
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Gainsight Customer Education helped Cin7 overhaul its training with automation and tailored learning paths. Cin7 saw Academy usage jump 11x,... from under 3,000 to over 34,000 users. Course completion rates rose from 20% to over 50%. Customers who took at least one course had a 7% higher retention rate. Cin7 cut training staff from four to one and reduced live training time by 60%.
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Aqua Security used Staircase AI by Gainsight to improve their customer health scoring. Before, their health scores were subjective and... failed to predict churn. With Staircase AI, they built a data-driven model using real-time insights and objective metrics. This led to a 95% accuracy rate in identifying accounts at risk of churn. Their forecasting margin of error dropped from 40% to under 5%. The Customer Success team became more proactive and aligned with sales on renewals.
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Gainsight PX helped Deltek increase account coverage per customer success manager from 100 to 500 accounts. Deltek also achieved an... 11-point improvement in net revenue retention. The company used customer insights to boost renewal rates. Gainsight enabled Deltek to scale customer success operations. These results show strong impact on customer retention and efficiency.
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Unqork used inSided to build a unified customer experience with a central community hub. They needed to bring content from... many places into one platform for easy access and knowledge sharing. inSided’s API and customizability let Unqork connect resources and create a federated search across all content. In less than six months, active users in the community grew by 25%. By Q1, 85% of active customers visited the community three or more days a month. Partners also showed high engagement, with 91% visiting frequently.
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Gong used inSided’s Customer Hub to build a strong online community. The platform’s federated search and integrations with Zendesk, Skilljar,... and Gainsight helped users find answers fast. Gong saw higher customer retention and product stickiness from active community members. Active users upsell three times more than non-active users. In the first year, 36% of registered users joined the community, with 12,000 unique visitors and 800 one-on-one meetings.
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Gainsight used the inSided community platform to improve their product feedback process. They wanted to make customer feedback central to... product development. Gainsight got buy-in from customer success, support, and product teams. They used gamification to encourage feedback and rewarded active users. In 2019, they gathered and implemented over 70 customer ideas from the community. This helped Gainsight close the feedback loop and improve customer experience.
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inSided helped Copper build a customer community to improve retention. Copper needed a way to engage longtail customers who did... not get enough attention from customer success managers. Using inSided, Copper launched a customizable community platform in under six months. The community grew steadily, with 200 new members each month and 12% engagement. Copper saw measurable improvement in retention and valuable product feedback in the first year.
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Unqork used Gainsight CC to scale its customer community hub. They automated Q&A and self-service, raising answer rates to over... 75% and reply rates to 99%. The community's CSAT reached 96%. External user answers grew by 45%, reducing staff workload. Super users increased by 200% with a new SME app. Gainsight CC enabled Unqork to deliver a connected, high-value customer experience.
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Oleeo used Gainsight CC and PX to launch a branded customer community. Within three months, 4,110 new visitors joined, with... 26% returning. The community became the main self-service hub, handling 57% of traffic directly. Oleeo saw a 20% boost in product adoption and expects to save $30,000 a year by reducing support queries. The projected ROI for the first year is over $245,000.
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Gainsight's Through-Partner Customer Success helped FloQast give channel partners secure access to customer data. Partners used Skilljar by Gainsight for... onboarding and training. Automation in Gainsight reduced manual work by 99.2%, saving over 265 hours per quarter. FloQast's CS team now spends less time on partner updates and more on high-value tasks. Partners can now support customers directly with the right tools and data.
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Gainsight CS and Skilljar helped Jamf support 76,000+ customers by connecting customer success and education. Jamf automated onboarding and training,... leading to 60% adoption of a key feature and an 80% drop in support tickets for a common issue. Over 10,000 learners are certified each year. Real-time analytics let CSMs step in quickly to help customers. Jamf improved NPS, CSAT, and retention rates by aligning success and education teams.
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Gainsight’s Through-Partner Customer Success helped FloQast give channel partners secure access to customer data. Partners used Skilljar by Gainsight for... onboarding and training. Automation cut manual work by 99.2%, saving over 265 hours per quarter. FloQast’s CS team now spends less time on updates and more on high-value tasks. Partners support customers directly with the right tools and data.
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Gainsight CS helped Coveo shift to an outcomes-focused customer success strategy. The team integrated all customer data into one platform,... improving visibility and efficiency. Gainsight features like CTAs, Timeline, and AI-driven tools streamlined reporting and risk management. Integrations with Salesforce and Snowflake made insights accessible across the company. Coveo now delivers better value to customers and aligns internal teams more effectively.
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Gainsight helped Learnship manage both customer and learner journeys. The platform enabled Learnship to balance automation with personal engagement. Learnship... scaled its communication without losing meaningful connections. Gainsight supported teams beyond just customer success. The solution provided a single source of truth for customer data.
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Studytube switched from Planhat to Gainsight Essentials for better customer visibility. The team needed pre-set workflows and templates to save... time and money. Gainsight offered easy integration with their tech stack. The platform provided dashboards and insights for the whole organization. Studytube improved efficiency and gained full customer visibility.
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Gainsight’s automation helped Learnship support a global learner base. The platform enabled personalized, timely, and region-specific communication. Before Gainsight, communication... was slow and inconsistent. Now, every message is personal and sent at the right time. Learnship scaled customer service while keeping interactions meaningful and consistent.
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Branch used Gainsight’s Staircase AI to improve customer retention. The team gained real-time insights into customer sentiment and churn risk.... They quickly identified early warning signs and acted before customers left. Customizable tracking cards flagged high-risk accounts. Leadership received detailed reports for better decisions. Real-time alerts helped teams respond faster and keep more customers.
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Drift used Gainsight CS, PX, and Digital Hub to build a digital customer success strategy. The platform helped Drift deliver... value to its customers. Gainsight enabled Drift to focus on key metrics and improve customer retention. The solution supported holistic customer engagement and digital experience. Drift leveraged Gainsight to drive measurable business outcomes.
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Handshake uses Gainsight CS and Skilljar to improve customer onboarding and education. The team delivers faster onboarding and smarter segmentation.... They use in-app, email, and human outreach to guide customers. Skilljar content and courses help customers learn quickly. This leads to stronger customer outcomes and better digital success.
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Gainsight CS and PX helped Reviewpro Reputation boost operational efficiency by 900%. The hospitality tech company used automation and in-app... engagements to streamline onboarding and centralize customer data. This led to a 17% increase in customer health scores and a 38% rise in proactive churn prevention. Over 15,000 self-service interactions reduced support needs. Reviewpro saw higher customer satisfaction and better engagement from targeted communications.
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Harri used Gainsight to combine customer success, product experience, and customer education tools. This helped them streamline workflows and automate... communications. Their team saved up to five hours a week using integrated tools like Meeting Assist. Gainsight PX dashboards gave real-time insights into customer progress. Harri saw a 15% higher NPS for users of interview scheduling features. Moving to digital learning increased training capacity and user engagement.
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ADP could not see a full view of each client. Gainsight gave ADP more visibility into customer relationships. This helped... ADP understand clients better. ADP can now reach more customers. Gainsight made it easier for ADP to manage customer data. ADP plans to expand to a larger client base with Gainsight.
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inSided helped Sequoia Benefits Group launch the Grove Online Community for HR professionals. Sequoia wanted to boost client engagement and... provide quick, peer-driven answers to well-being and compliance questions. The platform was set up in just 1.5 months and integrated with Sequoia’s People Platform. In the first year, Sequoia nearly doubled its goal for monthly active users and achieved a 99% question response rate. The community became a key driver for customer retention and streamlined support for Sequoia’s client service managers.
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Gainsight CE helped Iodine Software boost user engagement and software adoption. Iodine built a dynamic learning ecosystem for healthcare professionals.... The new approach led to a 97% activation rate and 91% course completion during onboarding. Customer satisfaction rose, with CSAT reaching 83%. Users gained confidence and proficiency, improving operational efficiency in healthcare settings.
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Gainsight CS helped Omnicell shift focus from support to customer health. The platform unified customer data, automated workflows, and enabled... real-time NPS tracking. Omnicell saw a 30% increase in healthy customers and a 30% rise in on-time renewals. Gainsight enabled digital engagement, sending 100,000 targeted emails with a 20% open rate. The solution aligned teams and improved customer retention and satisfaction.
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Dealerware used Gainsight CS and PX to handle rapid customer growth without hiring more staff. Gainsight CS helped manage onboarding... and customer health for over 1,000 clients. Gainsight PX gave Dealerware detailed product usage data and improved NPS feedback collection. The team automated onboarding with in-product walkthroughs and targeted in-app surveys. Gainsight also enabled better cross-team collaboration and streamlined support with Zendesk integration.
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Gainsight helps Dealerware collect customer feedback faster. The platform lets them quickly reach learning outcomes and take action. Dealerware uses... Gainsight to improve customer experience and drive operational efficiency. Melissa Terrell, VP Operations, says Gainsight speeds up their feedback process. Gainsight supports customer success and actionable insights for automotive businesses.
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Gainsight helped Currencycloud improve customer experience management. The team used Gainsight to track customer health and automate Net Promoter Score... surveys. This made it easier to spot trends and focus on high-priority accounts. Customer Success Managers saved time by not pulling data from many sources. Gainsight's tools and best practices helped Currencycloud support customers better and reduce churn risk.
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Gainsight CS helped Menlo Security automate customer success tasks. They replaced manual NPS surveys and health scoring with automated processes.... NPS surveys now go out monthly instead of every six months. Menlo Security saw a 17% year-over-year increase in NPS. Customer Success Managers now have better data and more time for customers. Health scoring is now data-driven and clear.
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Staircase AI by Gainsight helped Singular double its monthly QBRs. The Singular team used AI-powered sentiment and engagement metrics to... track customer health in real time. This reduced manual work and improved customer engagement. Real-time alerts and automated insights let the CS team focus on strategy, not data entry. Singular now manages more accounts with fewer resources and keeps customers engaged.
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Skilljar helped Delta Faucet improve customer education. Delta Faucet used Skilljar to deliver training content. The platform made it easier... for customers to learn about products. This led to better engagement with training materials. Delta Faucet saw positive results from using Skilljar for customer education.
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Rockwell Automation uses Gainsight CS, PX, and Staircase AI to improve customer success. They automate engagement and use sentiment analysis... to measure customer interactions. Standardized processes help them scale their customer success strategy. These tools let them identify churn risk faster and strengthen customer outcomes. Gainsight’s platform supports real-time insights and better user adoption.
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Skilljar helped a mid-market company improve customer training. The company used Skilljar's customizable interface to make training easy for users.... API connections allowed personalized landing pages and highlighted relevant training. This was not possible with their previous system. The VP of product education praised Skilljar for enabling a leap forward in customer training.
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Front used Gainsight Customer Communities to help its customers with digital self-service. The goal was to scale its business as... it grew. Front gave customers a single place to get help anytime. This made it easier for customers to find answers on their own. Gainsight helped Front support more customers without adding more staff.
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Staircase AI helps Syte, a product discovery platform, manage fast growth and a growing customer base. Syte uses Staircase AI... to get real-time, AI-powered customer engagement insights. This helps Syte understand customer sentiment and keep service quality high. The solution supports Syte in scaling customer success without losing the personal touch.
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Gainsight helped Rockwell Automation connect engagement and churn risk using AI-powered tools. With Staircase, they now measure engagement quality and... identify sentiment in real time. This accelerates their customer success process. Gainsight's platform supports automation and scaling for large enterprises.
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