Ping Identity Increases Its Renewal Risk Lead Time Using Gainsight, Paving the Way for Lower Churn and Higher Profits
Founded in 2002, Ping Identity is on a mission to secure the digital world through Intelligent Identity. For some of the world’s largest brands, Ping helps prevent security breaches, increase employee and partner productivity, and provide personalized customer experiences.
The company’s Customer success managers (CSMs) and customer success architects (CSAs) team up to help customers maximize their investments in the Ping Identity solutions they deploy. However, the Customer Success organization – particularly the part of the team focused on the 75% of Ping’s annual recurring revenue – was struggling to identify accounts at risk of churn in a timely manner.
So the company called upon its existing Gainsight implementation to power its new risk identification program.
Gainsight provided the advanced capabilities enabling Ping to:
- Largely automate the risk identification process
- Gain a stronger sense of potential churn risk
- Equip the Customer Success organization to identify more of the churn risk
Read the case study to learn more about how Ping Identity paved the way for lower churn and higher profits.