Case Study: SailPoint achieves strategic, proactive customer success and improved retention with Gainsight

SailPoint Evolves to a Strategic, Proactive Customer Success Approach Supported by Gainsight

SailPoint, a leader in enterprise identity governance, wanted to shift its Customer Success team from reactive account management to a strategic, proactive model. The challenge was inconsistent, manual account views and no official health scorecard, which made it hard to tell whether customers were in expansion or maintenance mode, prioritize outreach, and report customer health to executives.

SailPoint implemented Gainsight—integrating Salesforce and Zendesk—and adopted health scorecards, Success Plans, CTAs, Journey Orchestrator, and dashboards. The platform centralized account data, automated targeted communications, and alerted CSMs to risks, boosting email engagement to 35–45% and enabling data-driven health reporting. The result: more efficient, proactive customer success, clearer executive visibility, and measurable improvements in satisfaction, retention, and growth.

SailPoint

Mark McClain

Chief Executive Officer