Case Study: athenahealth achieves a rapid shift to a proactive Customer Success model and $900K/month recovered revenue with Gainsight

Gainsight’s Proven Onboarding Approach Helps athenahealth Fine-Tune and Successfully Transition to an Improved Customer Success Model

athenahealth, a healthcare IT leader serving more than 100,000 providers, needed to evolve from a one-to-one account management model to a proactive Customer Success approach to improve retention and stop revenue leakage caused by incomplete orders. The company also faced the challenge of rapidly scaling new CSM roles, workflows and compensation models while ensuring consistent, data-driven customer outreach.

Gainsight provided expert onboarding and a phased implementation—using Customer 360, playbooks and data-driven CTAs—to replicate athenahealth’s complex workflows and train CSMs. Within 89 days 170 CSMs and 50 ops users were live, and in eight months over 300 CSMs and ~100 other users were onboarded. The program recovered 20% of 3,000 monthly incomplete orders (about $900K/month), raised NPS and customer satisfaction, and enabled measurable, proactive interventions that improved customers’ revenue performance.

athenahealth

Jean Farr

Director of Customer Success Operations