Case Study: Matterport achieves scalable SMB customer success and increased expansion revenue with Gainsight

Matterport - Customer Case Study

Matterport, the leading spatial data company that creates immersive digital twins of real-world spaces, faced growing pains as its customer base—particularly thousands of SMBs—outpaced its Customer Success capabilities. Fragmented data, manual reporting, and limited ability to monitor account health and deliver personalized outreach led to missed expansion opportunities and higher churn risk.

By adopting Gainsight as a single source of truth and deploying Journey Orchestrator to run 11 automated customer journeys (onboarding, expansion, payment recovery, etc.), Matterport consolidated data, implemented accurate red/yellow/green health scoring, and scaled low-touch/high-volume engagement. The result: more proactive risk mitigation, freed CSM capacity for complex accounts, improved retention and expansion revenue, and a blueprint to replicate the program globally.

Matterport

Marc Lewis

Director of Customer Success, EMEA