Case Study: Notion increases customer health scores from 50% to 75% and scales customer success with Gainsight

Notion - Customer Case Study

Notion, the San Francisco–based all‑in‑one workspace, experienced explosive growth during the pandemic and a viral TikTok surge—growing from about 1 million users in 2019 to over 20 million and reaching multi‑billion dollar valuations. That rapid expansion overwhelmed their customer success capacity and tools, leaving them unable to efficiently nurture new individual users or scale enterprise support.

In April 2020 Notion adopted Gainsight CS to centralize usage data, integrate seamlessly with Salesforce, automate manual handoffs, and build proactive alerts and digital customer journeys. The platform boosted visibility and scalability, raised average “green” health scores from 50% to 75%, tripled the CS team, sped onboarding of new CSMs, and enabled profitable management of a vastly larger user base.

Notion

Monica Perez

Head of Customer Success