Case Study: Launch Potato achieves stickier accounts with Gainsight

How Launch Potato Uses Customer Sentiment Scores to Create Stickier Accounts

Launch Potato, a digital media performance marketing company, was struggling to react quickly to shifting customer sentiment, stakeholder changes, and account risk across complex, high-touch relationships. Manual analysis of customer feedback, calls, and NPS surveys was time-consuming and often incomplete, making it harder for teams to spot at-risk accounts and keep campaigns and budgets on track. Launch Potato turned to Gainsight’s Staircase AI to gain better visibility into these relationship trends.

With Staircase AI by Gainsight, Launch Potato implemented live customer journey sentiment insights, stakeholder-change alerts, and AI-driven analysis of customer communications. This helped account managers act faster on performance issues, detect negative sentiment early, and uncover growth opportunities. The result was a reported ~25% savings in CSM working time, along with quicker responses to account events, reduced churn risk, and stickier accounts with higher budgets.

Launch Potato

Rich Fatigate

SVP Sales & Partnerships