Case Study: Proposify achieves faster customer insights and upmarket expansion with Gainsight

Proposify Confidently Moves Upmarket By Replacing ClientSuccess with Gainsight

Proposify, a SaaS proposal platform used by 8,500 customers and generating $6M+ ARR, was moving upmarket to serve larger sales teams but its small Customer Success org struggled to scale. CSMs spent 30–40 minutes per account toggling between Proposify, Recurly, Intercom, JIRA, Salesforce, Marketo and email, which made onboarding slow, obscured account health and risk, and left the team unable to predict churn—after a failed attempt to implement ClientSuccess, leadership needed a more integrated solution.

Proposify selected Gainsight for its robust data centralization and tight Salesforce integration; Gainsight’s Professional Services implemented playbooks, email templates and C360 views in five weeks. The team now uses Gainsight to manage the top 2,000 accounts, cut pre-call prep to minutes, apply health scores and automated CTAs, surface case-study candidates, improve cross-functional workflows with sales and marketing, and better identify and mitigate churn risk.

Proposify

Conor Cox

Vice President Customer Success