Case Study: Gong achieves scalable customer training and improved UX with Skilljar

Customer Education Program Scales Training, Improves UX, and Proves Value in Year One

Gong, the revenue intelligence leader, faced an unscalable training model as Customer Success Managers struggled to onboard a rapidly growing customer base. Needing to improve UX, increase product adoption, and reduce churn on a tight timeline and budget, Gong selected Skilljar to deliver a scalable learning platform—Gong Academy powered by Skilljar.

Skilljar built a customized, modular Gong Academy with live/ILT/VILT support, bulk registration, multi-SSO, and integrations with Salesforce, Gainsight, Segment, Amplitude, inSided, Zoom, and Zendesk. Launched in June 2021 in roughly half the usual implementation time, the program drove clear results: monthly course registrations peaking at 11,600+, monthly active users above 6,400, a 30-day completion rate of 80% (4× the industry average), and 1,500+ certification registrations in the first five months—demonstrating Skilljar’s role in scaling Gong’s training and proving its impact on adoption and customer health.

Gong

Stephanie Pellegrino

Director of Customer Training and Education