Case Study: Vidyard achieves increased upsell pipeline and reduced churn with Gainsight

Vidyard Builds Upsell Pipeline and Strengthens Customer Relationships By Understanding Customer Health

Vidyard, an Ontario-based video marketing platform, needed a better way for its Customer Success team to understand customer health. The team’s previous tool only gave binary “positive/negative” scores and didn’t explain why usage was changing, limiting proactive outreach, upsell identification, and strategic renewal conversations.

Vidyard implemented Gainsight’s 360° customer views and scorecards (combining engagement, adoption, support and a manual “gut check”), plus automated alerts (e.g., flags at 80% usage). The new visibility enabled timely, strategic check-ins, helped marketing find advocates, drove significant upsell pipeline, and reduced churn—preventing at least one renewal loss that would have cost half the customer’s ARR.

Vidyard

Ellen Stafford

Customer Success Manager