Case Study: Influitive achieves 500% increase in CSM coverage with Gainsight

Influitive Sees 500% Increase in CSM Coverage through Operationalizing Customer Success Functions in Gainsight

Influitive, an Ontario-based advocate marketing software company (AdvocateHub, Maven), helps marketers mobilize customer advocates to drive referrals, reviews and case studies. Rapid growth — the Customer Success team doubled while the customer base grew 10x — created a need to scale success operations and maintain high retention and efficiency.

Influitive implemented Gainsight to standardize customer-success workflows, map the customer journey into Cockpit calls-to-action, and trigger automated, health-score–based alerts for churn risk and upsell opportunities. The change delivered a 500% increase in CSM coverage, allowed the team to proactively prevent churn and drive measurable upsells, and gave managers clearer visibility into CSM performance.

Influitive

Chad Horenfeldt

Director of Customer Operations