Case Study: Singular reduces customer churn and uncovers new revenue opportunities with Gainsight

Singular Reduces Customer Churn and Surfaces New Revenue Opportunities Using Gainsight

Singular is a marketing-intelligence platform that unifies spend and in‑app performance across 2,000+ partners to help brands like Airbnb, Lyft and Target measure ROI. As the company scaled (100%+ revenue growth), its 20 CSMs struggled to forecast, surface trends, and run repeatable onboarding and engagement workflows — limiting the team’s ability to reduce churn and drive expansion.

Singular implemented Gainsight (Playbooks, CTAs, Success Plans, Milestones, Reports/Dashboards) to automate onboarding, trigger role-based playbooks and alerts from Salesforce, Mixpanel and Zendesk, and give cross-functional teams visibility into account health. The result: faster, more consistent onboarding, clearer OKR tracking, broader internal adoption, improved ability to prioritize at-risk accounts, reduced churn and new revenue opportunities surfaced at scale.

Singular

Benjamin Timmons

Director of Customer Success