Case Study: Delphix achieves proactive, predictive customer success with Gainsight

Lays the Groundwork for Proactive and Predictive Customer Success With Gainsight

Delphix, a Redwood City–based data platform used by large enterprises across industries, needed to move Customer Success from reactive renewal tracking to proactive, outcome-focused engagement. When SVP Will Rahim inherited the team, customer data lived in dozens of spreadsheets, leaving CSMs without a consistent 360-degree view and causing surprise risks and inaccurate forecasts as the team scaled.

Delphix selected Gainsight as a partner, integrating it with Salesforce, Zendesk, OpenAir, Slack and internal telemetry to centralize usage, health and ARR signals. Automated thresholds, CTAs and playbooks now prompt timely outreach, executives use daily dashboards, and anyone can access customer facts via Slack—resulting in more proactive CSMs, higher adoption and retention, clearer product investment insights, and a roadmap toward predictive Customer Success.

Delphix

Will Rahim

Senior Vice President of Global Customer Success