Case Study: Notion achieves 14pp higher digital onboarding scores with Gainsight

Notion boosts digital onboarding scores by 14pp with Gainsight

Notion, a technology company, faced a challenge scaling its customer success efforts as it grew into the enterprise market. Its product-led growth model had created a long tail of customers without dedicated Customer Success Managers (CSMs), risking that these customers would not achieve value from the product. The vendor, Gainsight, provided its Customer Retention Platform to address this issue.

Using Gainsight's Journey Orchestrator, Notion built a digital customer success motion featuring automated onboarding journeys and targeted programs for at-risk accounts. This solution replaced a focus on mere usage with a strategy aimed at driving net revenue retention. The results were significant, with Gainsight helping to increase digital onboarding scores by 14 percentage points and lift the number of accounts in good health by 13 percentage points, proving the value of the digital program and enabling its global expansion.

Notion