Case Study: Serenova achieves 110% renewals and builds a scalable customer-success foundation with Gainsight

Serenova Establishes a Foundation for the Success of Its Customer Success Organization and Drives 110% Renewals

Serenova, a cloud contact-center (CCaaS) provider spun off from LiveOps, relies on customer success to drive outcomes for hundreds of global customers. When VP of Customer Success Jen Jackson assessed the team, she found CSMs struggled to see which accounts were up for renewal, monitor customer health in real time, and share records with executives for escalations and forecasting.

Jackson reimplemented Gainsight to unify usage, support and opportunity data, adopt Gainsight Elements and playbooks, and run Renewal Management—giving CSMs and leaders a single view of customer health and a more strategic renewal process. The result: improved executive visibility, more accurate forecasts and net retention rising from 95% in 2017 to 110% by the end of 2018, enabling account expansion and stronger renewals.

Serenova

Jen Jackson

Vice President of Customer Success