Case Study: SurveyMonkey achieves 67% faster renewal processing and standardized global workflows with Gainsight

SurveyMonkey Standardizes Global Workflow and Reduces Time to Process Renewals by 67%

SurveyMonkey, the leading online survey platform serving millions of responses daily and customers across the Fortune 500, needed to scale Customer Success as its B2B portfolio grew to include larger enterprise accounts. The team had to support thousands of low-touch customers while freeing CSMs to focus on high-value relationships, so they required automation and a unified view of customer health to prevent dropped renewals and missed upsell opportunities.

SurveyMonkey selected Gainsight for its native Salesforce integration, CTAs, Customer 360 and Cockpit, and Success Plans; automated CTAs and expanded health scoring (usage, response rates, active users, etc.) standardized global workflows and prioritized outreach. The result: renewal processing time fell by 67%, invoicing was handled with roughly half the prior staff, renewals moved from months behind to ahead of schedule, and the team regained capacity to drive strategic enterprise relationships and reduce churn.

SurveyMonkey

Jeffrey Coleman

Director of Customer Success