Retaining customers requires monitoring, managing, and escalating risks in your customer base well before they lead to churn or downsell. With Risk Escalation, Gainsight enables you to proactively identify and triage risks in your customer base, escalate issues to appropriate internal leadership, and manage them before it’s too late.

Proactively monitor customer health

Flag risks based on a mix of objective data sources and qualitative identification by team members.


Escalate effectively

Escalate high-priority risks to the appropriate leaders to quickly get the right people involved in resolving the issues.


Enable cross-functional collaboration

Trigger Playbooks to mitigate risks as a team and monitor progress to resolution using shared Reports & Dashboards.


Drive continuous improvement

Uncover patterns across your customer base. Conduct root cause analyses of churn and downsell to improve processes and results over time.

Reporting & Dashboards

Key Performance Indicators

  • Improve retention by proactively identifying and mitigating risks before they lead to churn or downsell
  • By using Gainsight, I've been able to take our team which was traditionally very reactive and turn them into a team that's proactive.
    Roelf Kuitse, Manager, Customer Success Organization at Imprivata
  • We've seen double digit increases in renewal rates and expansion rates when we've applied Customer Success. Gainsight has been a key lever to drive those business outcomes for Cisco.
    Ed Daly, Global Customer Success at Cisco
  • We were able to use Gainsight Reporting and Calls-to-Action to drive up our on-time renewal rate 10 percentage points.
    Paul Liebman, Head of Global Customer Success at Eventbrite

See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!

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