Platform
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Gainsight

Customer Success & Retention Platform

Manage customer health, reduce churn, and drive engagement with data-driven decision-making and automated workflows.

Customer Success Platform Suite
Active Platform: Gainsight
Switch Platform:
🟢
Gainsight
Advanced analytics & automation
🟡
Totango
Flexible & modular CS platform
↓
🔴
ChurnZero
Real-time churn prevention platform
→
📊

Retention

Churn risk & health tracking

🔄

Renewal

Forecasting insights & prep

📈

Expansion

Growth & upsell opportunities

🚀

Onboarding

Guided workflows & automation

🎓

Customer Education

Branded training & certifications

👥

Customer Community

Forums & self-serve support

Customer Health
Churn Score
26
Highly Engaged Customers 7
CSAT
82%
369
NPS
-66.3
212
DSAT
12%
266
Total Email
595
Bounce & Unr 1.1%
Team Effort Cost
$3,127
Renewal Date 10/05
Average NPS
-6.2
23,342 Responses
Health Score: 75 Sentiment: + Account Revenue: $56,237
Why Gainsight
Drive Customer Retention
with Intelligent Insights

Monitor customer behavior, predict churn risks, and take proactive actions to improve engagement and long-term value.

🎯

Predict Before It Happens

Identify at-risk customers weeks before churn using behavioral signals and AI-driven health scores.

⚡

Automate Success Workflows

Trigger playbooks automatically based on health score thresholds and lifecycle events.

📊

Data-Driven Decision Making

Executive dashboards with real-time KPIs, trend analysis, and actionable recommendations.

🔗

360° Customer View

Unify support, usage, CRM, and financial data into a single customer timeline.

78
Health Score
92%
Retention Rate
8%
Churn Rate
+18%
Engagement
Platform Highlights
Everything You Need to
Drive Customer Success
💚
Customer Health Scoring
Real-time health scores calculated from login frequency, feature usage, support tickets, and engagement signals.
🔄
Lifecycle Tracking
Monitor stage transitions from Onboarding through Active, Engaged, At Risk, and Churned with automated alerts.
🔮
Churn Prediction
Behavioral signals trigger early warnings so your team can intervene before customers decide to leave.
📘
Automated Playbooks
Pre-built and custom playbooks execute automatically — follow-up emails, calls, and CSM assignments.
📣
Engagement Tracking
Track email open rates, NPS responses, login frequency, and in-app activity to measure engagement depth.
📊
Data-Driven Decisions
Executive-level reports with retention trends, churn analysis, and playbook ROI for strategic planning.
Modules
Live Dashboard
Customer Success Dashboard
👥
Total Customers
860
▲ 4.2% this quarter
✅
Healthy
520
▲ 60.5% of base
⚠️
At Risk
140
▼ Needs attention
📉
Churn Rate
8%
▼ Down 12% via playbooks
Key Insights

Increase in at-risk customers due to low engagement — 140 accounts flagged this week.

High-value accounts (>$50K ARR) showing reduced login frequency and feature adoption.

Playbook interventions improved retention by 12% — 68 accounts moved from At Risk → Active.

Engagement campaigns increased NPS by +18 points in the Engaged segment.

Retention Breakdown
92%
Retention
Healthy
520
At Risk
140
Churned
80
Onboarding
120
Customer Management
Customers
🔍
CustomerPlanHealthStageARRCSM
ABC CorpEnterprise
42
At Risk
 $84,000Sarah K.
TechFlow IncGrowth
81
Active
 $36,000Mark R.
Nexus SolutionsEnterprise
94
Engaged
 $120,000Jane M.
DataPulseStarter
55
Onboarding
 $12,000Alex T.
Vertex CoGrowth
38
At Risk
 $28,000Sarah K.
CloudMeshEnterprise
76
Active
 $95,000Jane M.
PeakOpsGrowth
12
Churned
 $24,000Mark R.
A

ABC Corp

Enterprise · At Risk

Health Score
42
Lifecycle Stage
At Risk
Open Tickets
3
Activity Summary

Health Analysis
Customer Health Analysis
Health Score Calculator
Login Frequency Weight: 30%
20
Feature Usage Weight: 30%
50
Support Tickets (inverse) Weight: 20%
70
Engagement Level Weight: 20%
30
⚠️ At Risk — Automated Actions Triggered
📧 Follow-up email sent to customer
📞 Customer call scheduled for CSM
👤 CSM assigned and notified
📘 Recovery playbook activated
42

At Risk

Score < 50 → At Risk → Playbook Triggered

Lifecycle Management
Customer Lifecycle
🚀
Onboarding
120 accounts
→
✅
Active
380 accounts
→
💚
Engaged
140 accounts
→
⚠️
At Risk
140 accounts
→
❌
Churned
80 accounts

📉 Scenario: Active → At Risk

1
Customer moved Active → At Risk
Reason: Low engagement and reduced feature usage over 14 days.
2
Playbook triggered automatically
Follow-up email sent and CSM assigned within 24 hours.
3
Customer contacted
Onboarding session scheduled to address feature gaps.
4
Outcome: Moved back to Active
Health score improved from 38 → 74 within 3 weeks.

📈 Scenario: Onboarding → Engaged

1
New customer completes onboarding
All key integrations configured, team trained.
2
Feature adoption accelerated
Used 7 of 10 core features within first month.
3
Invited to advocacy program
Submitted case study and joined reference customer list.
4
Expanded to Engaged
Health score: 94. Expansion opportunity identified: +8 seats.
Success Playbooks
Automated Success Playbooks
🚨 At Risk Recovery
Trigger: Health Score < 50 · 4 actions
🚀 Onboarding Accelerator
Trigger: Day 1 sign-up · 5 actions
🔄 Renewal Preparation
Trigger: 90 days before renewal · 3 actions
📈 Expansion Opportunity
Trigger: Health Score > 85 · 3 actions
⭐ NPS Follow-up
Trigger: NPS response received · 2 actions
🚨
At Risk Customer Recovery
Automated intervention for declining health scores
Trigger Condition
Health Score drops below 50 — playbook executes within 2 hours
1
Send personalized follow-up email to primary contact
2
Schedule customer success call within 48 hours
3
Assign dedicated Customer Success Manager
4
Provide onboarding assistance and feature training
Business Impact
📉
Reduced churn risk by 68%
📣
Improved engagement score
♻️
Customer retention increased
Reports & Analytics
Reports & Insights
92%
Retention Rate
-12%
Churn Reduction
+18%
Engagement Increase
📉
Churn Analysis

Customers with low usage show 3x higher churn risk.

Low Use
Med Use
High Use
Power
📣
Engagement Report

Customers with weekly logins have significantly higher retention rates.

Weekly
2x/wk
Monthly
Rare
📊
Health Score Trends

Average health score improved after playbook execution.

Playbook
🔮
Churn Prediction Accuracy

AI model accuracy in identifying at-risk accounts 4 weeks early.

Precision87%
Recall82%
F1 Score84%
System Configuration
Settings

Configure system rules, automation triggers, and platform behavior.

⚖️ Health Weights
🎯 Playbook Triggers
👤 User Roles
🔔 Notifications

Health Score Weight Configuration

Adjust how each signal contributes to the overall health score. Weights must total 100%.

Login Frequency
30%
Feature Usage
30%
Support Tickets
20%
Engagement Level
20%
Total Weight 100%
Get Started

Take Control of Customer Success

Identify risks, take action, and improve retention with data-driven workflows.

Customer Success Platform Simulation
Inspired by Gainsight
Designed for demonstration and portfolio purposes.