Case Study: Samsara achieves 21% higher onboarding success, 37% more EBRs, and improved CSAT with Gainsight

Samsara Leverages Data-Driven Automation from Gainsight to Improve Customer Onboarding and Sentiment

Samsara, the Connected Operations™ Cloud leader in IoT, needed a way to scale a human-first, personalized customer experience for its long tail of low‑ACV customers. The newly formed Scale Customer Success team was charged with reducing time-to-value, increasing product adoption and ROI, and prioritizing proactive risk interventions across tens of thousands of customers.

By implementing Gainsight CS to automate programs across pre-sale, onboarding, value realization, and renewal — including automated emails, CTAs to CSMs, NPS/CSAT surveys, tailored training modules, webinars, and automated risk playbooks — Samsara improved outcomes: 37% more executive business reviews, a 21% increase in customers completing onboarding within the onboarding window, and CSAT rising from 4.2 to 4.4, while enabling CSMs to focus on higher-value engagements.

Samsara