Case Study: Imprivata achieves scalable, personalized customer success with Gainsight

Imprivata Scales Its Customer Success Organization by Adding a Pooled CSM Model Enabled by Gainsight

Imprivata, a leader in digital identity management for healthcare used by over 2,000 organizations, needed to scale its high-touch Customer Success model as demand grew—especially during COVID when temporary licenses surged. The challenge was to add a pooled CSM approach without losing personalized, timely outreach for both SaaS and on‑prem customers while preserving strategic one-to-one relationships.

Imprivata expanded its use of Gainsight—using Journey Orchestrator for personalized messaging, an email-to-case workflow that creates CSAs via Salesforce, and People Map to target contacts—freeing CSMs for strategic work and automating pooled support. Within six months 50% of pool customers engaged the model; retention and NPS held steady, open rates exceeded 42% and click-throughs neared 19%, and the team gained real-time reporting and health-score insights for future outreach.

Imprivata

Tim Concannon

Team Lead, Customer Success Manager