Case Study: Citrix achieves standardized, efficient customer engagement and higher retention with Gainsight NXT

Citrix Upgrades to Gainsight NXT to Enable Its New Customer Lifecycle Engagement Methodology and Drive Higher Retention

Citrix, a long-established provider of secure digital workspaces, shifted from on‑premise to subscription SaaS offerings and launched a Customer Success organization in 2017 to improve retention. As the team grew and adopted a lifecycle methodology spanning pre‑sales to renewals, CSMs relied on manual processes and lacked a single, actionable view of customers, creating a need for standardized, repeatable engagement.

Citrix migrated to Gainsight NXT to integrate Salesforce, Service Cloud, back‑end databases (and planned Qualtrics), streamline administration, and embed Gainsight in Salesforce for seamless workflows. Using NXT’s 360‑view, Success Plans, Playbooks, CTAs, Timeline and Journey Orchestrator with data‑driven triggers, CSMs now follow consistent lifecycle plays while retaining flexibility, improving customer engagement timing, adoption and ultimately retention.

Citrix