Case Study: Belong.co achieves double accounts-per-CSM while maintaining high-touch Customer Success with Gainsight

Belong.co Doubles Accountto-CSM Ratios While Remaining High-Touch

Belong.co, a Bangalore-based predictive outbound hiring platform serving customers like Cisco, Amazon and Adobe, needed to scale a high-touch Customer Success model without adding headcount. With a small CSM team facing fragmented tasks and no consistent way to track, prioritize, and act across the customer lifecycle, Belong required a measurable, repeatable process from sales handoff through onboarding and ongoing engagement.

Using Gainsight, Belong automated the sales-to-implementation handoff, operationalized onboarding with Playbooks, and gave CSMs a single view of CTAs and risks via Cockpit, Rules Engine, and Scorecards that aggregate health and usage data. The result: CSMs now manage 10–12 accounts each (doubling accounts per CSM) while preserving a high-touch approach, improving visibility into renewal risk and aligning the company around a unified Customer Health Score.

Belong.co

Bharath Devanathan

CCO