Case Study: Leanplum achieves data-driven Customer Success and churn reduction with Gainsight

Leanplum Gains Support for Its Sophisticated Customer Success Vision By Replacing ClientSuccess with Gainsight

Leanplum is a fast-growing mobile engagement platform used by brands like Tesco, Tinder, and Zynga; its Customer Success team partners with clients to drive engagement and ROI. As Leanplum scaled, its first CS tool, ClientSuccess, proved too limited—lacking flexible reporting, custom business rules, and robust health scoring—so the team couldn’t reliably predict churn or automate lifecycle workflows.

Leanplum replaced ClientSuccess with Gainsight, building a 14-submeasure health score (13 automated), a seven-stage lifecycle with playbooks and CTAs, and automated OKR tracking via dashboards and tags. The new system eliminated spreadsheet work, saved CSM time, streamlined onboarding, and improved efficiency—positioning Leanplum to boost customer satisfaction and retention while better predicting and reducing churn.

Leanplum

Nick Resnik

Director of Global Customer Success