Case Study: Glassdoor achieves improved productivity and efficiency with Gainsight

Glassdoor Rounds Out its Customer Success Organization with a Pooled CSM Model Using Gainsight

Glassdoor, a leading job and employer-review site, faced a Customer Success scaling problem as rapid growth expanded account loads beyond what dedicated CSMs could manage. The company needed a reliable way to standardize engagement, prevent customers from going dark, and support a hybrid model that combined high-touch dedicated CSMs with pooled Customer Success specialists.

Glassdoor implemented Gainsight (CTAs, Journey Orchestrator, dashboards and Matrix Data Architecture) to automate CTA creation in Salesforce, assign specialists, and send scheduling and onboarding emails with Calendly. The solution centralized performance and health tracking with daily MDA metrics and standardized customer health scores, reducing manual work, ensuring no customer is overlooked, and improving productivity, efficiency, and visibility into feature adoption and retention.

Glassdoor

Kelly Payne

Director, Customer Success