Case Study: Rosetta Stone increases annual recurring revenue and empowers CSMs to handle twice as many clients with Gainsight

Rosetta Stone Enterprise & Education Division Increases Annual Recurring Revenues While Empowering CSMs to Handle Double the Number of Clients with Gainsight

Rosetta Stone’s Enterprise & Education division delivers subscription-based language-learning solutions to schools and businesses and relies on a 50-person Customer Success team organized into three tiers to drive renewals and retention. Despite a high-touch approach, the team lacked a centralized Customer Success platform, forcing CSMs to rely on gut-driven health indicators, run manual reports across systems, and struggle to scale or clearly demonstrate their business impact.

By adopting Gainsight, Rosetta Stone centralized customer data, automated CTAs and outreach with Journey Orchestrator, used Timeline and Bionic Rules to build accurate health scores, and consolidated voice-of-customer programs. The platform improved sales-to-service handoffs, enabled proactive risk management, boosted upsell identification and automated communications — allowing CSMs to handle roughly twice as many clients, increase annual recurring revenue, and raise overall productivity without adding headcount.

Rosetta Stone

Steven Doty

Enterprise & Education Sales Operations Analyst