E-Commerce Leader Unlocks Gainsight's Full Potential With Growth Molecules
Results at a Glance:
CLIENT OVERVIEW
Rithum is a leading commerce network connecting brands and retailers to streamline product content, inventory, and order management across major marketplaces. Serving enterprise brands and retailers at scale, Rithum empowers its customers to manage complex, multi-channel commerce operations from a single platform.
THE CHALLENGE
Despite investing in Gainsight, Rithum’s Customer Success team was struggling to unlock its full value. Multiple scorecards and dashboards contained outdated, irrelevant data, poorly organized and difficult to trust. Dozens of ingest jobs with overlapping logic left CSMs relying on spreadsheets and Salesforce workarounds instead of the platform built to serve them. A previous implementation attempt had left the instance fragile, data trust was low, and adoption had plateaued. Rithum needed a partner who could diagnose the root causes, rebuild the foundation, and get their team confident in the platform, fast.
- People: Upskill & align the CS team to drive consistent, proactive customer engagement.
- Process: Digitize & standardize CSM workflows to eliminate manual tracking & reduce friction.
- Systems: Optimize the existing Gainsight instance to deliver trusted health scores, automated playbooks, & reliable data from Salesforce, Databricks, & beyond.
"The Growth Molecules team architected and deployed an unbelievable data mapping solution that suited our unique customer data needs that has been so valuable for us."
SERVICES DELIVERED
Four critical project work streams were designed, delivered, & deployed over a three-month technical services engagement.
1 - Gainsight Diagnostic & Strategic Roadmap
Inputs:
- Audited all ingest jobs with overlapping logic
- Reviewed multiple scorecards (only 1 actively used)
- Conducted CSM interviews + team-wide employee survey
- Reviewed Salesforce sync, data lake connections, and existing rules
- Assessed platform adoption: ~16 weekly logins prior to engagement
Outputs:
- Delivered 6 prioritized recommendations with an executive-approved action plan
- Built a roadmap spanning data integrity, health scoring, automation, integrations, and governance
- Completed an 18+ point diagnostic across people, process, and systems to pinpoint gaps and priorities
- Immediate action plan seamlessly approved by leadership
2 - Platform Configuration & Data Architecture
- Rebuilt Salesforce sync and stabilized data pipelines for accurate, real-time customer data
- Surfaced revenue and product usage data in Gainsight for instant customer health visibility
- Replaced legacy scorecards with 2 new outcome-oriented scorecards
- Redesigned customer views so CSMs spend less time searching and more time acting
- Built 20+ automation rules to reduce manual work & ensure timely, consistent follow-through
3 - Playbooks, Automation, & CTA Management
- Deployed 6 automated CTAs, replacing 1,000+ stale manually managed ones
- Automated early-warning alerts for revenue shifts & usage drops so CSMs can act before risk becomes churn
- Built 3 dashboards for leadership & CSM portfolio visibility
- Built standardized renewal & risk playbooks across all segments for repeatable, revenue-protecting CSM motions
- Within weeks of go-live, CSM platform adoption jumped 263%, reflecting immediate team trust in the new system
4 - Admin Enablement & Training
- Conducted 15+ admin working sessions to build platform confidence & internal ownership
- Trained the CSM team on workflows, health scores, & proactive outreach to protect revenue
- Delivered governance framework for independent platform maintenance & evolution
- Stayed aligned throughout the engagement via weekly progress trackers
"We've been running our business out of spreadsheets in Salesforce for about a year, & there's no way to proactively attack anything when you're doing that. Gainsight & the AI tools are going to be a game changer for us."
Jeff Graves
SMB Manager,
Rithum
THE RESULTS
Rithum’s Customer Success team now has a trusted, centralized platform as the single source of truth for all CS activities. CSMs have moved from spreadsheets and manual Salesforce workarounds to automated playbooks, proactive alerts, and real-time dashboards. With a trained admin, a clear governance model, and a scalable Gainsight foundation, Rithum is positioned to grow its CS motion and drive measurable revenue retention.
"It’s been wonderful to see the CSMs’ eyes sparkling when looking at the relaunched system. They are using the system with unprecedented adoption for our company."
About
Growth
Molecules
We are a management consulting & technology services firm that offers proven strategies, AI-driven workflows, & expert execution across the entire customer lifecycle journey. We offer integrated, scalable solutions for B2B technology companies to protect & grow their recurring revenue. We do that in three ways:
- We Assess: We discover your current capabilities.
- We Prescribe: We define new solutions.
- We Execute: We implement revenue impact.
We have been in your shoes: Our team of award-winning strategists are former global revenue leaders who understand what it takes to get scientific about their revenue.
Contact Us today to get started on your Customer Success Optimization Journey
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