Case Study: Gong achieves scalable Customer Success and automated renewals with Gainsight

How Gong Uses Gainsight to Scale its Customer Success Team

Gong, the Revenue Intelligence leader that uses AI to capture and analyze customer interactions, hit a scaling inflection point as rapid growth exposed gaps in its customer success (CS) infrastructure. By late 2019 CSMs were relying on a mix of CRM data, spreadsheets and BI tools, creating fragmented processes and inefficiencies that made it hard to monitor account health, prioritize risk, and support a growing customer base—challenges that intensified when the team went remote in 2020.

Gong implemented Gainsight in January 2020 to create a single source of truth for CS: scorecards for real-time health scores, CTAs and Journey Orchestrator for automated renewal workflows, and integrated timelines with Gong and Salesforce. The platform improved visibility and cross-team collaboration, reduced manual work and renewal touchpoints, enabled structured risk prioritization, and helped close more renewals before their renewal dates, while laying the foundation for community-led and success-plan-driven growth.

Gong

Sonam Dabholkar

Director of Customer Success Operations