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Latest Acquisition Expands Gainsight’s Product Portfolio and Cements Its Position As the Leader in Digital Customer Success

SAN FRANCISCO, CA, July 11, 2023 – Gainsight, the world’s leading Customer Success platform, announced today that it has signed a definitive agreement to acquire Northpass, a privately held company based in Parsippany, New Jersey.

Northpass is the leading customer education platform that helps mid-market and enterprise companies create engaging and effective digital customer education programs. It was recently named the Best Customer Education Learning Management System (LMS) of 2023 at the annual SIIA CODiE Awards and G2 recognized it as a Leader and High Performer in Customer Education Software in its Spring 2023 Report. The solution is used by nearly 350 B2B and B2C companies, including Walmart, Freshworks, Glassdoor, Pipedrive, AgriWebb, Bonfire, and Front.

According to a recent survey by TSIA, 93% of education teams are investing or planning to invest in LMS tools and technology and 72% are investing or planning to invest in data analytics tools and technology. The addition of Northpass to Gainsight’s product portfolio creates the only end-to-end Customer Success platform in the market, allowing businesses to not only automate their high-touch customer success management efforts but also scale them more efficiently by leveraging digital channels such as automated email journeys, in-app product engagements, customer communities, and now customer education and training. With Gainsight, businesses can drive Net Revenue Retention (NRR) across multiple phases of the customer journey while consolidating their spend with a single, AI-driven platform.

“In an economy where a higher value is placed on profitability than growth, a business’s ability to retain and expand their existing customer base in a cost-efficient way is absolutely critical,” said Robin van Lieshout, Chief Strategy Officer at Gainsight. “That’s why Digital Customer Success (DCS) is so important—it’s purpose-built to help companies meet their customers where they’re at and deliver a consistent customer journey at scale. And with customer education being such an important component of a well-rounded DCS strategy, you can see why we’re so excited about the addition of Northpass and the value the solution will deliver for our customers.”

“Digital customer education significantly reduces the time customer success teams spend training customers manually and delivers the modern learning experience that customers expect,” said Stephen Cornwell, Founder and CEO of Northpass. “I’m thrilled for Northpass to join forces with Gainsight. Integrating digital learning with community, in-app product engagement, and rich customer success data unlocks unprecedented opportunities for driving new levels of operating efficiency and superior customer experiences—both critical to succeeding in today’s economy.”

Customer Education Is the First Step to Efficient Retention:
Businesses can start their customers on the right foot by:

• Efficiently delivering on-demand learning experiences customers can access 24/7, which eliminates 1:1 training, thereby reducing costs. 
• Boosting customer engagement through embedded learning on their website or app to increase reach and customer satisfaction.

While in turn, businesses benefit in several other ways:

• Boosting the scale and efficiency of their Customer Success teams by eliminating the need for constant hand-holding from CSMs and helping them focus on more high-value activities such as renewals and expansion. 
• Elevating the customer experience through a seamless learning experience at scale. Effortless learning experiences not only boost training engagement but also drive CSAT/NPS, product usage, and revenue.

And by integrating training data such as course completion rates into their customer’s health score in Gainsight, Customer Success teams can further automate key workflows and have more confidence in the predictability of their gross and net retention rates.

“Like many companies, recurring revenue is one of our primary business metrics,” said Mark Kish, Director of Customer Success Operations at Glassdoor. “Gainsight CS and Northpass have been critical in training, retaining, and expanding our customer relationships and helping us scale efficiently. We’re excited to see these two industry leaders join forces to provide greater value to customers.”

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com. 

About Northpass

Northpass is a market-leading digital customer education platform that empowers businesses to elevate their customer experience and optimize operational efficiency through digital learning. Iconic brands, including Walmart, in addition to hundreds of growth businesses, like Pipedrive and Freshworks, choose Northpass to power their digital customer academies. Our award-winning platform and expert services give companies a surefire path to transform outdated customer training methods into modern digital education programs that match how customers want to learn today and improve training efficiency, effectiveness, and reach. Learn more at www.northpass.com

Contact:

Aarthi Rayapura
Senior Director, Editorial and Content
arayapura@gainsight.com

San Francisco, California (May 19th, 2023): Gainsight announced the winners of its 2023 GameChanger awards on the keynote stage at Pulse, the company’s annual industry conference in San Francisco. The awards celebrate companies and individuals who have made significant contributions to the field of customer success, driving innovation and transforming the way businesses engage with their customers.

The winners of the 2023 Gainsight GameChanger Awards are as follows:

The Digital Customer Success Disruptor: Alteryx, Samsara, and SAP Concur, and are the winners of The Digital Customer Success (DCS) Disruptor award for their pioneering work in moving into the next era of customer success. These champions of efficiency combine the strengths of digital experiences and human expertise to power healthy customer life cycles at scale. As a result, their companies reap the rewards of stronger product adoption and customer retention.

• Samsara’s Scaled team oversees a data-driven and mostly automated customer journey for their long-tail of low Annual Contract Value customers across all stages of the customer lifecycle. Over Samsara’s fiscal year 2023, the team has achieved a 21% YoY increase in customers that successfully onboarded in the first 30 days of their contract, a 37% YoY increase in the number of business reviews completed, and seen an improvement in their CSAT scores from 4.2 to >4.5.
• SAP Concur’s Global Digital Enterprise Customer Success Team used an end-to-end Adopt, Consume, and Expand digital motion across the customer lifecycle to achieve unprecedented YoY durable growth and record retention.
• Alteryx’s Digital Customer Success strategy aimed to drive profitability by improving customer experience, increasing retention and enabling proactive support for all customers. As a result of DCS, Alteryx has been able to identify potential issues or roadblocks before they become major problems and automatically attach tailored success plans and CTAs across 8000+ accounts. The company has seen a double-digit increase in renewal rates where specific digital success programs have launched, an increase Digital CSMs to Account ratio 4X within a year, saved CSMs 19 hours of work time by automating customer communications, and delivered communications to over 50,000+ end users across 3000+ accounts.

The Architect: Unqork is the winner of The Architect award which is given to the company that thinks outside the box when it comes to building the best community for its users. Not only did they build a community that is helpful across the entire customer journey, but they also scaled the process of creating personal 1-on-1 relationships with their customers.

• In FY’23, the company wanted to scale the Unqork Community Hub after migrating their support Q&A from their previous vendor to Gainsight. They found innovative ways to do more with less and achieve scale by improving community engagement. The result was a >25% increase in MAUs QoQ with on average ~95% recurring active visits and ~25% actively engaging through posts, likes, upvotes, etc. Their number of Subject Matter Expert superusers increased 162% from 13 to 34 and answers provided by external users increased 22% to >80% YoY reducing the demand for internal experts.

The Challenger: Houghton Mifflin Harcourt (HMH) is the winner of The Challenger award for their commitment to challenging the status quo and driving change in the industry. The organization has not only risen to the occasion to take on unforeseen challenges but found solutions to thrive with an uncompromising dedication to the success of the individuals in their organization, their customer base, or their community.

• HMH transformed from a traditional publishing company to a learning technology company. By adopting Gainsight, the CS team has been able to provide clear metrics and milestone reporting to their executive team, customer feedback to their product team, and set clear goals for their CSMs.

The Defender: Zendesk is the winner of The Defender award which recognizes the company that used Gainsight to identify areas of potential risk to the business in order to increase product adoption, improve retention, accelerate expansion, and decrease churn.

• Zendesk wanted to improve their customer engagement and ability to identify and take action on customer risk and expansion opportunities. The company operationalized its playbooks within Gainsight and saw a nearly 5x increase in Business Reviews and Kick Off engagements.

The Dream Team: Blackbaud, Inc. is the winner of The Dream Team award which recognizes how members of an organization bring together teams like Customer Success, Sales, Product, and Marketing to create deeper customer relationships.

• Blackbaud wanted to ensure alignment between customer expectations and outcomes to help improve customer satisfaction and reduce retention risk. The company decided to transform the way they captured custom outcomes via their new Outcomes Management Framework to align with customer priorities as well as internally align across departments. The team’s efforts have resulted in delivering excellent customer success, wowing customers, and ensuring that they achieve their desired outcomes. As a result, Blackbaud has improved retention, created more customer champions, and expanded their customers’ use of their solutions.

The Experience Maker: Mindbody is the winner of The Experience Maker award which honors an organization that is hyper-focused on improving the experience of their customers and personalizing relationships at scale.

• In 2022, Mindbody adopted a digital customer success strategy to improve the customer experience for its SMB and mid-market customers. The strategy has been implemented on 3k customers since inception and has increased their implementation booking rate from ~35% to a whopping 84%. The initiative has also resulted in the launch of more than 40 customer journeys and sent nearly 20k emails with an average open rate of 77%.

Transformational Leader: Mike Dover, VP of Customer Success at Certinia (formerly FinancialForce), is the winner of the Transformational Leader award which is given to a person who has driven material change in their organization by transforming customer success and product experience into a key driver of growth by leveraging Gainsight.

• When Dover joined Certinia, the company was faced with a churn rate of 13%. He realized that process inefficiencies were leading to poor customer experiences which in turn led to churn. Dover sought direct customer feedback, launched new segments, introduced a digital motion, built a brand-new renewals team, and ultimately transformed how the team thought about Customer Success. As a direct result of the process changes, the company’s churn rate has plummeted to 6%.

The Visionary: Sendbird is the winner of The Visionary award which is given to an organization that understands the value of a unified view of their customer data. They have mastered using 360º views, scorecards, and advanced reporting to shift their teams from a reactive to a more proactive approach.

• Sendbird wanted to mature Customer Success from a scrappy, troubleshooting-focused team to a global group of proactive thought partners who could support customer growth while setting up the company to scale. As a result of their 2022 Customer Success Roadmap, the company was able to maintain their renewal rate, improve CSAT satisfaction rate by 5%, ensure 80% of ARR is covered by a CSP, launch an automated newsletter with an open rate of nearly 40%, and improve visibility into the customer’s onboarding journey to identify risk.

“We are thrilled to recognize these trailblazing companies and individuals for their amazing contributions to the evolution of customer success,” said Nick Mehta, CEO of Gainsight. “These pioneers understand the value of customer success in driving efficient growth and are defining the benchmarks for success in our industry. Congratulations to all of the winners!”

About Pulse
Pulse is the industry’s largest conference on customer success, held at Moscone Center in San Francisco. The event draws thousands of customers, practitioners, and experts in the fields of customer success, product management, and community. This year’s title sponsors include Thena, Rocketlane, and GuideCX. To learn more, visit gainsightpulse.com/2023.

About Gainsight
Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.

Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com

Highlights in this release:

• New Digital Hub product line from Gainsight supports self-service customer success
• A new digital package that makes it easy for companies to orchestrate Digital Customer Success programs
• Recent Gainsight research indicates only 36% of companies have a “Digital Touch” motion, presenting a significant opportunity to increase the capacity and efficiency of CSMs by adopting more digital approaches.

San Francisco, California (May 18th, 2023): Gainsight today announced the launch of multiple product offerings designed to help companies elevate customer experiences while also improving the scale and efficiency of their Customer Success practices. The announcements were made during the keynote on product announcements at its 10th annual Pulse conference held at Moscone Center.

Businesses have been using Gainsight’s market-leading products to scale the reach and impact of their Customer Success initiatives across the entire customer journey. To date, Gainsight customers have already:

• Engaged one billion participants in digitally orchestrated journeys
• Received 295 million in-app engagement views that are driving better onboarding and increasing feature adoption
• Drawn over 10 million unique monthly visitors to online customer communities

The new product announcements place focus on driving Digital Customer Success in response to the current economic climate, where the cost efficiency of customer retention and expansion efforts have become critical measures of long-term viability and valuation for every company.

“Digital customer success is on every customer success leader’s mind in the current economy,” says Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight. “Their teams are expected to work more efficiently while elevating the customer experience to capture more expansion and retention revenue with fewer resources. And Gainsight is here to help.”

Unlike traditional tech-touch approaches, Digital Customer Success blends human capabilities with digital technology to elevate customer experiences while also driving down customer retention/expansion costs.

“Digital success has allowed our lines of business to understand customers better, resulting in more personalized support that meets their specific needs. We have exceeded industry-leading benchmarks in open rates, click-through rates, and engagement rates throughout our program; subsequently improving overall customer experience by making customers feel valued and appreciated,” said Nic Morales, Vice President of Customer Success at Alteryx.

Making it easy to go digital
Gainsight made two announcements that meet the industry’s priorities for Digital Customer success while extending the company’s market leadership in the category:

• Digital Hub: Designed for Centralized, Self-Service Digital Customer Success. Digital Hub is a new product line by Gainsight, designed to drive self-service digital customer success through a centralized community, knowledge center, and 1:many engagements. The packages within this product line are also designed to work seamlessly with Gainsight’s existing products (Gainsight CS and Gainsight PX).
• Digital Customer Success Package: Designed to blend in-person, in-app, and community interactions. A new packaged offering designed to combine journey orchestration, in-app engagement, and community capabilities. This is the only offering in the market that helps businesses digitally connect their teams, their products, and their communities to drive 1:1, 1:Few, and 1:Many programs in a scalable way.

“We have generated 2,000 leads via Community sessions for customers who are
interested in attaching additional products,” said Jonas Rieke, Chief Operations Officer at Personio, a Gainsight Digital Hub customer.

Gainsight also unveiled the Digital Customer Success Maturity Model and a 19-company Digital Advisory board. Based on quantitative and qualitative research from companies like Okta, SAP Concur, Workday, and Drift, the model maps organizations to three stages of Digital Customer Success maturity:

• Proactive: Businesses offering self-service and 1:many programs that guide customers to value with centralized content and scalable engagement.
• Personalized: Businesses creating distinct user journeys to influence successful behaviors powered by data-driven automation.
• Predictive: Businesses creating intelligent customer experiences to drive outcomes powered by omnichannel technology.

Digital Customer Success is a key focus in 2023:

Gainsight will soon publish research to benchmark compensation and capacity across the Customer Success function in North America and Europe. Findings include:

• 97% of organizations report having a customer success organization
• Only 36% of companies reported they have an approach using “Digital Touch or Digital Customer Success,” yet
• Over one-half of companies (51%) are planning to introduce “Digital Touch Customer Success” in 2023

These findings highlight the appetite and momentum of Digital Customer Success.

About Pulse
Pulse is the industry’s largest conference on customer success, held at Moscone Center in San Francisco. The event draws thousands of customers, practitioners, and experts in the fields of customer success, product management, and community. This year’s title sponsors include Thena, Rocketlane, and GuideCX. To learn more, visit gainsightpulse.com/2023.

Learn more about Digital Hub and the Digital Customer Success Maturity Model by registering for our webinar series, Chef’s Kiss: Digital Customer Success Recipes..

About Gainsight
Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.

Contact:
Jordan Sher
Vice President, Corporate and Brand Marketing
jsher@gainsight.com