Case Study: Omada Health achieves operationalized customer success and improved retention with Gainsight

Live With Gainsight in 4 Weeks, Omada Health Operationalizes Best Practices for Customer Success and Retention

Omada Health is a San Francisco–based digital care provider that delivers personalized interventions for chronic conditions and partners with more than 1,000 employers and health plans. As the company scaled on an outcomes‑based model, long enterprise sales and implementation cycles, high churn risk with large customers, and inconsistent, manual tracking by CSMs left leaders without visibility or a repeatable Customer Success process.

Omada implemented Gainsight (C360, Customer Health Scorecard, CTAs, Playbooks, Journey Orchestrator) and went live in four weeks, automating CTAs, playbooks, surveys and workflows. The change operationalized best practices, replaced spreadsheet scores with data-driven health metrics, cut implementation time from days to minutes, raised survey response rates from 28% to 46%, saved teams 15+ hours per month, and freed CSMs to focus on strategic account management and churn prevention.

Omada Health

Liz Pittinger

Manager, Customer Success