Case Study: Cloudinary scales Customer Success from 2 to 30 and delivers targeted customer journeys with Gainsight

Cloudinary - Customer Case Study

Cloudinary, a fast-growing visual media platform serving over 10,000 customers and managing some 60 billion assets, faced a Customer Success challenge as product expansion and customer diversity made one-size-fits-all engagement unsustainable. The CS team lacked visibility into varied customer journeys and needed a segmented approach to manage different personas, industries, and usage patterns across multiple products.

By unlocking Gainsight’s capabilities—using Journey Orchestrator, multiple playbooks, a consolidated health score, and out-of-the-box Salesforce integration—Cloudinary defined targeted touchpoints, automated alerts and workflows, and fed insights to Sales, Product, and other teams. The result: streamlined CS operations, improved reporting and cross-functional collaboration, cost savings, and the ability to scale the CS team from 2 to 30 global members while making customer success a company centerpiece.

Cloudinary

Eyal Matz

Vice President of Customer Success