Case Study: Fountain achieves scalable customer success and prevents surprise churn with Gainsight and Gainsight PX

Fountain Gains a Foundation for Continued Meteoric Growth With the Combined Power of Gainsight and Gainsight PX

Founded in 2014, Fountain provides hiring software that helps companies scale hourly recruiting—serving customers like Uber Eats, Safeway, Lime, and Shipt and managing millions of applicants and hires. Fountain’s Customer Success team needed a modern, 360-degree platform after its previous usage-tracking tool hurt NPS with a poor UI and unreliable tagging. The team sought a solution to give CSMs actionable product insights, support strategic QBRs, map onboarding journeys, and surface at-risk accounts before surprise churn.

Fountain selected Gainsight together with Gainsight PX for their mature UI, robust customer-health scoring (NPS, CES, custom surveys) and deeper product analytics. The combined solution tracks 90-day trailing usage and automatically launches CTAs when activity drops, giving CSMs an early warning system and enabling higher-level, outcome-driven conversations—quickly addressing funnel issues, improving adoption, and positioning Fountain for continued hypergrowth.

Fountain

Max Woolf

Head of Global Customer Success and Support