WeWork Doubles Down on Customer Success During a Period of Great Change and Opportunity
Launched in 2010, WeWork is the largest co-working and Space-as-a-Service platform in the world, used by over one-third of the Global Fortune 500. WeWork members can take advantage of flexible, high-quality spaces at a significant cost saving, and 54% credit WeWork with accelerating their company’s growth.
What many other companies refer to as “customer success,” WeWork calls “account management.” Since launching its account management program in 2017, the group has grown to over 200 Account Managers (AMs) around the world. As the company grew, AMs struggled to stay abreast of renewal dates and lease commitment lengths without a cohesive view of WeWork members.
By equipping the WeWork AM team with Gainsight, the company has been able to:
- Enable a systematic approach to Account Management
- Proactively manage renewals
- Better align with members to improve key strategic outcomes
Read the case study to learn more about how Gainsight enables WeWork to double down on customer success.