Case Study: Modern Health achieves 90%+ retention with Gainsight Digital Customer Success

Modern Health Reaches 90% Retention with Digital Customer Success

Modern Health, a mental-health benefits provider that grew rapidly during the pandemic, found its Customer Success Managers stretched thin as the customer base expanded. The company needed a way to scale support, ensure consistent adoption, and let CSMs focus on the accounts that required the most human attention.

Working with Gainsight, Modern Health implemented a Digital Customer Success model that combined automated, omni-channel engagements with human outreach guided by 30/60/90-day adoption metrics and a unified health score. Automated CTAs triggered CSM intervention when adoption lagged, enabling proactive triage based on leading indicators like executive touchpoints and stakeholder alignment. The approach drove measurable outcomes: north of 90% retention across teams and only 12% of customers rated “red,” while freeing CSMs to prioritize high-impact work.

Modern Health

Samee Lieber-Dembo

Director of Client Success