Case Study: Ping Identity achieves a 115-day renewal risk lead time and reduced churn with Gainsight

Ping Identity Increases Its Renewal Risk Lead Time Using Gainsight, Paving the Way for Lower Churn and Higher Profits

Ping Identity, a provider of enterprise identity security solutions, faced a challenge identifying renewal risk early enough—often less than 60 days before renewal—leaving too little time for save plays and hurting forecast accuracy. Leadership asked Customer Success to build a proactive program that combined external customer value surveys with internal sales renewal checks to surface churn risk sooner for accounts representing the bulk of ARR.

By expanding its use of Gainsight—automating surveys, emails, CTAs, health scores, timeline logging and rules-driven alerts, plus a Salesforce flag for at-risk accounts—Ping automated outreach to customers and sales reps and triggered save plays when risks appeared. The program increased renewal risk lead time to 115 days, improved forecasting and visibility, helped reduce churn by about a percentage point over two years, and enabled the team to identify far more at-risk accounts earlier.

Ping Identity

Jake Smith

Senior Customer Success Analyst