Project-Based Business SoftwareSourced
Case Study: Deltek achieves 11-point NRR improvement with Gainsight
Deltek Case StudySourced & dated by Case Study Desk
Key results
The challenge
Deltek's customer success team needed to expand the number of accounts each CSM could cover without eroding renewal performance. Growing account ratios manually risked thinner engagement and weaker retention across its enterprise customer base.
The solution
Deltek standardized its post-sales motion on Gainsight CS, using the platform to manage customer data and workflows so each CSM could support a far larger book of business while sustaining renewal rates.
“We went from serving 100 customers to 500—and our renewal rate went up.”
MMMargo MartinChief Customer Officer, Deltek
The results, in context
Deltek raised net revenue retention by 11 points and increased its CSM account ratio fivefold. Coverage scaled from roughly 100 to 500 accounts per CSM while the renewal rate rose rather than fell.
Products used
Gainsight Gainsight CS