Case Study: O’Reilly Media achieves proactive, outcome-driven customer success with Gainsight

O’Reilly Media chooses Gainsight to turn CSMs into proactive partners in every client’s success

O’Reilly Media, a 778-employee provider of technical and business learning content, had successfully moved to a digital model but struggled with a reactive, manual customer success function. Customer Success Managers relied on fragmented systems and one-off feedback, lacked automation and forecasting, and couldn’t drive consistent adoption or align strategically with Strategic Account Managers.

In 2018 O’Reilly implemented Gainsight CS to centralize customer data, automate workflows, and surface real-time health scores. The platform gave CSMs the visibility and tools to be proactive, align on time-to-value outcomes, improve usage and retention, and reliably forecast renewals—becoming a day-to-day tool for the team.

O’Reilly Media

Jerry Roche

Vice President of Customer Success