Case Study: LastPass reduces cancellations and improves retention with Gainsight Digital Customer Success

LastPass cuts cancellations by 29% with Gainsight

LastPass, a leading cybersecurity company, faced a significant retention challenge with a customer base of nearly 100,000, of which only 3,500 were actively managed. The company lacked visibility into the vast majority of its customers, and its rigid, time-based onboarding and renewal processes were not adapting to customer behavior, leading to unnecessary friction and cancellations. To address this, LastPass partnered with Gainsight to build a new digital customer success function from the ground up.

Using Gainsight's platform, including Journey Orchestrator, LastPass shifted from fixed timelines to event-driven programs that respond to individual customer actions. The solution automated personalized onboarding and renewal journeys, reducing email volume and focusing on value-based messaging. This approach, implemented by Gainsight, led to a 29% reduction in cancellation rates, a two-point improvement in gross revenue retention, and an 80% faster onboarding for engaged admins, all achieved in under a year.

LastPass