Case Study: Salsify achieves a Center of Excellence and scalable, data-driven customer success with Gainsight

Gainsight Enabled Salsify to Create a Center of Excellence

Salsify, a SaaS e-commerce platform that helps brands and retailers "win on the digital shelf," grew rapidly and found its Customer Success organization hampered by manual processes, disparate data sources, inconsistent customer health measures, and a lack of standardized, scalable practices across regional teams. These gaps made it hard to objectively evaluate customer health, capture interaction history, and handle the volume of accounts as the company expanded.

Salsify implemented Gainsight, integrating data from Salesforce, AWS, Chorus, Kimble, and ServiceCloud to build standardized health scores, playbooks, automated workflows, CSQL processes, and shared reporting for QBRs. The result was a centralized, data-driven CS practice that improved cross-team alignment, enabled scalable one-to-many communications and faster onboarding, surfaced growth opportunities, and increased CSM efficiency and morale.

Salsify

Tracy Henriques

Vice President of Customer Success