Case Study: Sitecore achieves scalable SaaS customer success and automated renewals with Gainsight

Sitecore Conquers the Cloud with Help from Gainsight

Sitecore, a long-standing leader in digital experience software, moved from on‑premise products to a subscription SaaS model and faced a major shift for its Customer Success organization: driving renewals and reducing churn across a mixed customer base, leading a company‑wide culture change, and doing so without established playbooks or processes.

Using Gainsight, Sitecore built a data‑driven approach to segment customers, track health indicators like ARR, churn and NPS, and automate communications and workflows. The result was higher data quality, repeatable automated processes that reduced manual work, improved ability to spot upsell opportunities, and a scalable CSM organization ready to support the company’s SaaS growth while keeping customers front and center.

Sitecore

Adnan Rahman

Senior Director, Customer Success