Case Study: Serraview achieves a 10% increase in upsell opportunities and nearly 60% more clients per CSM with Gainsight

Serraview Boosts Upsell Opportunities by 10% and Handles Nearly 60% More Clients Per CSM with Gainsight

Serraview, a Melbourne-founded enterprise SaaS provider for Corporate Real Estate, grew quickly but found its client relationship model was ad hoc and sales‑focused rather than outcome-driven. Without formal account plans, consistent health scoring, or playbooks, the Client Success team struggled to forecast renewals, identify at‑risk accounts, and surface upsell opportunities.

They implemented Gainsight to centralize customer data, automate playbooks, CTAs, Success Plans and onboarding, and integrate usage and ticketing data into a single C360 view. The platform helped Serraview streamline renewals, enable data‑driven conversations with sales, increase upsell opportunities by 10%, achieve a 96% retention rate, and allow each CSM to manage nearly 60% more clients.

Serraview

Jo-Anne Mann

Global Head of Client Success