Case Study: Mission Cloud Services achieves higher net-new retention (20% of net-new MRR) with Gainsight

Mission Powers its Differentiated Continuous Engagement Model and Enables Higher Net-New Retention By Using Gainsight

Mission Cloud is a Los Angeles–based managed cloud services provider and AWS Premier Consulting Partner that helps customers architect, migrate, manage and optimize cloud environments. As Mission scaled its high-touch Customer Success model, its eight CSMs were bogged down by manual, subjective processes—pulling data from CRM/ERP systems and spreadsheets to assess customer health and engagement—so the company needed a single pane of glass to standardize and automate customer insights.

Mission deployed Gainsight CS with customized dashboards, Timeline integration (including a Chrome extension), Playbooks, Health Score engagement analytics, and connections to ConnectWise, Salesforce, AskNicely and Slack (Sally Bot). The team quickly abandoned spreadsheets, gained a holistic view of customer activity, and improved workflows for QBRs and renewals—resulting in higher CSM adoption, better cross-sell/upsell execution and an attributed 20% increase in net-new monthly recurring revenue from the existing customer base.

Mission Cloud Services

JP Pagluica

Director of Customer Success