Case Study: Falcon.io achieves scalable global Customer Success and 30% more customer coverage with Gainsight

Falcon.io Revamps Customer Success Approach with Gainsight

Falcon.io, a Copenhagen-based SaaS platform for social media management and analytics, found its customer success model struggling after a churn audit revealed unclear ownership between Account Managers and Customer Success Managers (CSMs) and a lack of centralized, proactive visibility into the customer lifecycle. This led to dropped balls, duplicated effort, and uneven service quality across regions.

By adopting Gainsight as a single source of truth and rolling out Playbooks, Scorecards, Success Plans and Sponsor Tracking, Falcon.io handed primary lifecycle ownership to CSMs while giving Account Managers transparency into CSM activities. The standardized processes and data-driven health scores let teams prioritize touches and scale globally; within 90 days customer coverage rose 30% and individual CSM portfolios grew by 50%, enabling higher-quality conversations, more upsell opportunities, and freed-up Account Managers to focus on expansion.

Falcon.io

Anna Tighe

Director, Customer Success