Case Study: UJET achieves scalable, consistent customer success and faster onboarding with Gainsight

Gainsight Positions UJET to Realize Its Customer Success Vision

UJET, founded in 2015, is a cloud contact-center platform that delivers smartphone-era support across voice, chat, image, video, and text. As the company scaled its Customer Success organization—split across Service & Delivery, Customer Success Engineers, and Customer Success Managers—leaders needed a standardized, centralized onboarding and operational framework to avoid “tribal knowledge,” ensure consistent service, and support rapid growth.

UJET implemented Gainsight Essentials Onboarding with guided training and a dedicated Customer Outcome Manager, then adopted Gainsight features like playbooks, templated communications, Success Plans, pre-built reports, Timeline, and CTAs. The result: standardized onboarding and offboarding, streamlined EBRs and risk processes, faster OKR reporting (minutes instead of hours), clearer visibility into tickets, sentiment and renewals, and improved forecasting—enabling the Customer Success team to scale confidently and proactively reduce churn.

UJET

Laura Powell

Sr Manager of Global Customer Success Operations