Case Study: Certain achieves improved customer health and engagement with Gainsight

Certain® Reimagines Its Approach to Customer Success by Calling Upon Best Practices and the Gainsight Platform

Certain is an enterprise event automation platform (51–200 employees, founded 2011, San Francisco) that helps marketers capture attendee insights and prove event ROI. When Certain’s Customer Success team adopted Gainsight, use of the platform waned: an overcomplicated health score became a catchall, CTAs went unaddressed, and churn risk was managed ad hoc, prompting a restart of the implementation under Ben Edelstein.

Gainsight re-engaged stakeholders and guided Certain to adopt best practices—simplifying the health score, integrating key systems for a consolidated C360 view, and tying a formal risk-management process to CTAs with weekly risk meetings. The result was higher CSM engagement, clearer customer health signals, improved health scores, a filtered contacts view for large accounts, and plans to expand scorecards and automation for further efficiency.

Certain

Ben Edelstein

Senior Director for Executive Staff Operations