To truly deliver success, you must capture a customer’s desired outcomes very early on and deliver on them throughout their journey. With Success Planning from Gainsight, you can systematically capture customer objectives, collaborate across teams and with customers, and demonstrate success to drive retention and growth for your business.

Align on customer objectives

Enable your team to capture, document, and align around your customers’ desired objectives.

Success Plans

Consistently deliver

Leverage Playbooks, scorecards, and collaboration capabilities to deliver and track outcomes for Customer Success.


Demonstrate value

Monitor progress towards goals and export results to show proof of progress with customers at their quarterly business reviews.


Demonstrate progress on objectives

Deliver on objectives throughout the customer journey and share successes with customers at their quarterly business reviews.

Reporting & Dashboards

Key Performance Indicators

  • Drive increased retention by capturing and delivering on a customer’s specific desired outcomes
  • Increase potential for expansion by demonstrating the achievement of objectives

Software & Advisory Services Provider Revamps Customer Journey and Improves CSAT by 10% and Net Retention by 20%

This Software & Advisory Services Provider used the Gainsight Elements framework to advance their Customer Success Maturity from Insights & Actions to Outcomes. This case study focuses on their adaptation of the Stakeholder Alignment & Success Planning Elements, which were customized from Gainsight’s prescriptive approach to address the specific needs of the company.

  • 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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