Through-Partner Customer Success Helped FloQast Scale Customer Success, Securely and Efficiently

FloQast’s channel partners lacked visibility into customer data and relied heavily on the internal Customer Success team for updates and support. After rolling out Gainsight’s Through-Partner Customer Success (TPCS) functionality and integrating Skilljar by Gainsight for customer education, partners gained secure access to the tools and training they needed to support customers directly, which freed up FloQast’s CS team and improved operational efficiency.

For FloQast, a provider of financial software made by accountants for accountants, acquiring and retaining customers through channel partners is an important part of their go-to-market strategy. FloQast’s Customer Success team had a strong process in place for working directly with customers, but scaling their strategy through channel partners introduced new challenges. Without the same visibility as internal teams, partners often had to rely on CS resources for context, updates, and guidance.

“We explored different ways to keep our partners in the loop using the tools we had, but it was difficult to maintain consistency and provide the level of detail they needed,” said Heji Kim, Partner Enablement Lead at FloQast. “It became clear we needed a more purpose-built approach to partner collaboration.”

At the same time, FloQast needed to maintain control. They needed a secure, role-based way to share relevant information—all while getting better visibility into how their partners were performing on important motions like onboarding, adoption, and renewals.

Secure Access

TPCS allowed FloQast to securely configure partner access to Gainsight. Using permission bundles and time-bound controls, Gainsight admins at FloQast could define exactly what each partner could see and do while ensuring that access automatically expired when it was no longer needed. This gave partners the visibility they needed to move independently, while still maintaining strict data security.

“We can securely manage what they can see and how long they can see it,” said Jonathan Grabis, Operations Analyst at FloQast.

To streamline execution even further, FloQast used Gainsight’s Rules Engine to automatically generate onboarding Success Plans tailored to each partner, which reduced the workload for the FloQast CS team while ensuring a consistent, repeatable experience. Custom fields and validation logic also helped keep Gainsight in sync with Salesforce, enabling clean data flow across systems without additional effort.

Scalable Enablement

Skilljar by Gainsight played an important role in rolling out their CS strategy to partners. FloQast used the learning management system (LMS) to host their partner portal and onboarding program. They also set up automation to track their partners’ learning progress in Gainsight. Now, the FloQast CS team could monitor each partner’s onboarding and training status and remaining tasks.

Grabis explained: “We did a one-to-one mapping between what [partners] need to do in Skilljar with an action in Gainsight, using CTAs that we put into a playbook and attached to a success plan.”

Kim added: “We can see the status of what they’ve done and how close they are to completing. So, let’s say there is a partner named Bob; there’s a success plan for Bob, and then within that success plan, there are CTAs that mirror the learning path that we’ve set up in our partner portal.”

Governance & Control

With automation across Gainsight and Salesforce, FloQast ensured consistent execution and clean data flow—without adding manual work. Calls To Action (CTAs) are prompts that encourage stakeholders to take a specific action. FloQast set up CTAs that were automatically marked complete as partners progressed through training, giving the CS team real-time visibility into progress and reducing the need for follow-up.

“We can see what they’ve done and how close they are to completing,” said Kim. “It gives us a full picture—without anyone having to track things manually.”

Since adopting TPCS and Skilljar by Gainsight, FloQast has seen a meaningful shift in how their Customer Success team collaborates with channel partners. By automating access to onboarding plans, syncing data across systems, and eliminating time spent on partner status updates, manual oversight, and troubleshooting, the team reclaimed hundreds of hours of time each year that can now be redirected to higher value activities.

Specific results include the following: 

• Greater visibility into customer progress across partner-led accounts
• Time savings of over 265 hours per quarter—a 99.2% reduction in manual work—thanks to automation and self-serve partner access
• Partners equipped with the right data and tools to support customers independently

“Our team has found a lot of value in the day-to-day experience of using Through-Partner CS,” said Kim. “They don’t need to manually look things up anymore. Instead, they get automatically notified by Gainsight and they don’t need to constantly follow up with our partners.”

Grabis added, “The biggest thing has been giving visibility to partners, which they didn’t have before. Previously, we had to overbuild our success plans because partners didn’t have access to our company records.”

He continued: “Getting the right visibility to partners has been a big success. We can give them access to the right customer information, but do it in a way that is pretty well locked down. We’ve got governance over what they can see and how long they can see it.”

Going forward, FloQast wants to extend even more Gainsight CS capabilities to their partners. “I’m looking forward to using the partner homepages to give partners access to a dashboard that we’ve built out, so that they can access important data and metrics,” said Kim.

Grabis shared, “We’re working on adoption scorecard changes right now, and I’m pretty excited about that, which will hopefully save time on call follow-ups. We are also beginning to experiment with Gainsight’s AI Agent in Slack, to allow our team to query customer insights and information directly in that application.”

Overall, FloQast is building a scalable, AI-powered partner experience where partner dashboards, Slack alerts, and real-time automation keep everyone aligned.