The Empratic Consulting team completed interviews of senior leadership, conducted chairsides with frontline CUstomer Success Managers, and talked to Customers. We analyzed their current customer success motion, assessed its maturity, and reviewed existing tool use.

The CSMs were leveraging home grown tools, PowerBI dashboards, Powerpoint, and Excel spreadsheets to manage risk, assess product adoption, and conduct QBRs. Each CSM was unique in how they were engaging with customers and what was being provided leading to a fragmented customer experience.

Empratic refined their existing CSM motion based on CS best practices, and migrated their workflow into Gainsight CS. In Gainsight, a Customer Health Score (CHS) was introduced, new Risk CTAs created, and dashboards to manage each book of business.

The Client observed both Gross Retention and Net Dollar Retention improvements over the next year.