Case Study: Proofpoint scales Customer Success and cuts CSM admin time by 50% with Gainsight

Tessian Calls Upon Gainsight NXT as a Force Multiplier to Scale its Customer Success Group

Tessian, a London-based Human Layer Security company protecting employees on email, experienced rapid growth across industries and geographies that exposed manual, spreadsheet-driven processes and fragmented customer data. As the Customer Success team scaled, CSMs and the Customer Operations group found it unsustainable to aggregate information and manage one-to-one outreach, creating friction that limited their ability to drive retention and upsell.

Tessian deployed Gainsight NXT (integrating Salesforce, Zendesk, S3, and Google Analytics), ran a fast migration and training, and activated C360, Timeline, Health Score, CTAs and Journey Orchestrator to centralize customer data and automate workflows. The result: faster CSM adoption, roughly half a day saved per CSM each week, doubled weekly active usage of the platform, clearer risk identification and prioritization via health scores, and scalable one-to-many engagement—giving Customer Operations the agility to drive more proactive, data-driven customer success.

Proofpoint

Phil O’Hagan

Customer Operations Director