Case Study: Vonage achieves higher retention and consultative Customer Success with Gainsight

Vonage Differentiates Itself in the Enterprise SaaS Industry and Increases Retention with Consultative Customer Success Enabled By Gainsight

Vonage, a global business cloud communications provider with more than 100,000 customers, re-launched a SaaS-style Customer Success program to shift from reactive account management to consultative CSM engagement. Rapid growth and multiple acquisitions left CSMs bogged down by administrative work and fragmented customer data, making it difficult to deliver consistent, value-driven outreach at scale.

Vonage implemented Gainsight—integrated with Salesforce—to create a unified 360° customer view, automated Calls to Action, health scores, surveys and standardized reporting. The platform reduced investigative work, helped CSMs prioritize strategic, proactive touches, and enabled data-driven executive reviews; Vonage reports improved customer experience and higher retention, along with better alignment to outcomes like NPS and handle times.

Vonage

Matt McCarthy

Vice President of Customer Success