Case Study: DoubleDutch automates 60% of customer lifecycle to scale upmarket with Gainsight

Moving Upmarket, DoubleDutch Automates Lifecycle for 60% of Customers Using Gainsight

DoubleDutch, a San Francisco–based leader in Live Engagement Marketing, set out to shift upmarket to enterprise clients while retaining its mid-market base. The company needed an all‑in‑one solution to track account health, standardize onboarding, and automate the customer lifecycle—replacing manual, 10+ hour project management per customer and a fragmented tech stack.

Using Gainsight Scorecards, Success Plans, and CoPilot integrated with Salesforce, DoubleDutch centralized customer data, replaced its project tool with repeatable Success Plans, and automated triggered and cadenced outreach. As a result, 60% of customers now run on a fully automated low‑touch lifecycle, email open rates range from 40–80%, team adoption was rapid, and resources were freed to focus on higher‑value enterprise deals.

DoubleDutch

Cy Perry

Business Operation Manager, Customer Experience