Case Study: Blackbaud achieves proactive, outcomes-driven customer success at scale with Gainsight

Blackbaud - Customer Case Study

Blackbaud, a leading cloud software company serving nonprofits and other social-good organizations with over 30,000 customers, needed to move its Customer Success org from reactive support to proactive outcome-driven engagement. Limited visibility into customer health and no scalable way to verify value meant CSMs were often responding to immediate requests instead of prioritizing accounts and driving measurable results.

By adopting Gainsight CS, Blackbaud centralized data across systems, implemented analytical health scores and tiered account segmentation, and used automated Success Plans to track and verify outcomes. The change enabled CSMs to prioritize risk and opportunity at scale, made two‑thirds of customer engagements proactive, improved product usage and renewal visibility, and created a repeatable process for driving customer value.

Blackbaud

Jeremy Vanscoy

Senior Manager, Customer Success