Case Study: OpenSesame achieves scalable customer success and streamlined onboarding with Gainsight

OpenSesame Scales Their CS Organization With Gainsight

OpenSesame is a Portland-based ed‑tech company that provides a large catalog of eLearning courses to help organizations train their workforces. As the business and its Customer Success team grew rapidly, OpenSesame lacked a single source of truth for customer data, relied on reactive support through internal champions/admins, and needed a way to capture usage, mitigate risk, and deliver consistent experiences at scale.

By adopting Gainsight, OpenSesame centralized usage data, built health scores to segment customers (healthy, stable, at-risk), and automated playbooks with Journey Orchestrator, CTAs, and templatized communications. The result: smoother onboarding, significant time savings and consistency across the customer journey, improved manager visibility via dashboards, ongoing success-plan iteration, and better ability to identify upsell and expansion opportunities.

OpenSesame

Marta Altree

Senior Director of Customer Success