Case Study: Samanage achieves 50% reduction in customer churn with Gainsight Professional Services

Samanage Reduces Customer Churn by 50% Based on Best Practices and Guidance from Gainsight Professional Services

Samanage, a leading IT service management (ITSM) provider founded in 2007, relies on a Customer Success team whose managers carry growth quotas to drive adoption and account expansion. Although Samanage had implemented Gainsight in 2014, rising churn exposed that the platform wasn’t configured with the right data to surface account health, and leadership needed measurable proof that the tool could reduce churn.

Samanage engaged Gainsight Professional Services to retool the implementation—feeding product usage into health scoring and focusing CSM efforts on at-risk accounts. The change enabled timely remediation, cut churn by 50% to single-digit levels, saved the company hundreds of thousands annually, and made Gainsight-driven churn management a core part of the company’s customer success strategy.

Samanage

Ryan van Biljon

Vice President of Sales and Services