Case Study: GitLab achieves greater customer success team engagement with Gainsight

How GitLab Reenergized Their Gainsight Instance and Increased Engagement With Their Customer Success Team

GitLab was struggling with an overly complex customer success process, including inconsistent customer usage data across sources and time-consuming, multi-query email segmentation. Using Gainsight and its integration with Salesforce, GitLab needed a way to create a reliable system of record and streamline key customer success workflows.

Gainsight helped GitLab centralize usage data, simplify persona-based outreach with custom objects and Boolean filters, and overhaul CTA processes through tighter Salesforce synchronization. As a result, GitLab improved data consistency, made processes more repeatable, and increased engagement and adoption within the Customer Success team, with better cross-functional visibility into customer issues.

GitLab

Keith Mattes

Senior Customer Success Operations Analyst