Case Study: Benchling achieves scalable Digital Customer Success and improved risk management with Gainsight CS + PX

Benchling Adopts a Digital Customer Success Approach, Powered by Gainsight CS + PX

Benchling, the pioneer of the R&D Cloud used by hundreds of thousands of scientists, faced a scaling challenge as its customer base grew: their out-of-the-box customer success platform lacked the reporting, cross-object querying, and digital capabilities needed to execute an omnichannel, personalized Digital Customer Success strategy and notify CSMs of nuanced customer behaviors.

Benchling moved to Gainsight CS + PX (deployed in seven weeks), using Journey Orchestrator and Adoption Explorer to automate low-touch digital journeys, surface product usage to CSMs and Sales, and deliver an accurate health score with early risk alerts. The result: faster insights and workflows, improved renewal forecasting and risk management, broader organizational adoption (including Sales and future TAM teams), and the ability to scale and increase digital-supported customers by roughly 50%.

Benchling

Andor Fuhrer

Head of Customer Success Operations