Gigamon

Gigamon, an enterprise cybersecurity company with $100M+ ARR, faced growing enterprise churn in a market with aggressive competitors like Palo Alto Networks and Cisco. Technical support processes were purely reactive — no health scores, no proactive customer success, and no visibility into at-risk accounts until it was too late.

Implementation of comprehensive CX strategy on 3 fronts: (1) Complete post-sale enterprise journey redesign with adoption milestones, (2) Proactive customer success program with per-account health scores monitoring engagement, product usage, and sentiment, (3) Technical escalation process optimization and team training in technology adoption methodologies to maximize time-to-value.

Sustained ARR growth above $100M with 18% improvement in Net Revenue Retention. 30% reduction in enterprise churn through proactive interventions based on health scores. Monitored accounts showed 45% higher product adoption, directly contributing to renewals and expansions.