Case Study: Menlo Security achieves more efficient customer success with Gainsight

How Menlo Security Used Gainsight to Automate and Optimize Customer Success

Menlo Security was struggling with inefficient, manual customer success processes, including a slow NPS workflow and limited visibility into customer health. Using Gainsight CS, the company set out to streamline customer success operations and improve how its CSM team managed outreach, scoring, and collaboration.

Gainsight implemented automation through Gainsight CS and Journey Orchestrator to run monthly NPS surveys, automate communications for digital customers, and support renewal and welcome messaging. Gainsight also helped Menlo Security enhance health scoring with Custom Objects and AI Scorecard recommendations, leading to clearer customer health data and a more transparent CSQL process with Sales. The result was more efficient CS operations, better-quality health insights, and measurable process improvements like moving from manual surveys every six months to automated monthly outreach.

Menlo Security

Ben Wanless

Customer Success Operations Lead