Case Study: Miro scales customer experience and boosts activation with Gainsight CS and Digital Hub

Miro Launches Scaled Customer Experience Model, Powered by Gainsight CS and Digital Hub

Miro, a collaborative online workspace used by thousands of distributed teams, faced a scalability problem as growth accelerated: their human‑centric, high‑touch customer success model couldn’t deliver consistent, personalized experiences at scale or free CSMs to focus on strategic work. They needed a Digital Customer Success approach to drive activation, adoption, growth, and retention without manual intervention for every account.

Miro implemented Gainsight CS and Gainsight Digital Hub to orchestrate sequenced, digital‑only customer journeys, centralize data, create customizable playbooks and fields, and build a self‑serve community. The result was greater efficiency and consistency, a single source of truth and executive visibility, improved engagement and activation metrics, and more CSM time for high‑value activities.

Miro

Sarah Stern

Head of Customer Experience Strategy and Operations