Case Study: Vertex, a tax compliance software provider, achieves faster onboarding and scalable customer success with Gainsight

How Strategy-First Thinking Helped Vertex Nail Gainsight Implementation

Vertex is a tax compliance software provider that faced a new challenge as cloud delivery and smaller customers increased the need for hands‑on onboarding and implementation. With complex products and fragmented data sources, their newly formed Customer Success team needed a strategy and tools to scale support, standardize processes, and improve customer outcomes.

Vertex implemented Gainsight CS (leveraging existing PX), using a strategy‑first approach—mapping the customer journey, creating playbooks, and rolling out the platform in phases with change champions and targeted training. The result was centralized customer data, actionable Success Plans, reliable renewal and usage tracking, high internal adoption, smoother handoffs, and faster, more consistent onboarding and support.

Vertex

Lori Sartor

Director of Customer Success