Case Study: Deltek boosts renewal visibility and scales Customer Success with Gainsight

Deltek’s Customer Success Organization Saves Time & Money Using Gainsight

Deltek, a global provider of enterprise software with ~3,500 employees, struggled to get forward-looking, accurate views into customer health and renewals after years of growth and a split CSO; CSMs relied on Salesforce, spreadsheets and manual processes, leaving at‑risk accounts and renewal runway hard to track.

Deltek rolled out Gainsight in phases—integrating it with Salesforce, its EDW and case system—and adopted Cockpit, C360, Timeline, Playbooks, CTAs and automated health scores derived from 10–12 signals. The platform improved visibility and prioritization, uncovered a six‑figure renewal plus additional opportunities, boosted expansion campaigns and CSM scalability, and enabled automated renewal and tech‑touch programs that increased retention and growth.

Deltek

Margo Martin

Vice President of Customer Success