How to Integrate Gainsight with ezRACI to Drive Shared Accountability and True Customer Success
As Customer Success evolves from a "nice to have" into a critical growth function, the pressure on CSMs to drive adoption, prove ROI, and retain revenue is at an all-time high. Yet, even with modern tools like Gainsight, Totango, or ChurnZero, many CSMs hit a wall. Why? Because true Customer Success happens outside of your organization—and that’s where most CS tools fall short.
Table of Contents
Table of Contents
Introduction
As Customer Success evolves from a "nice to have" into a critical growth function, the pressure on CSMs to drive adoption, prove ROI, and retain revenue is at an all-time high. Yet, even with modern tools like Gainsight, Totango, or ChurnZero, many CSMs hit a wall. Why?
Because true Customer Success happens outside of your organization—and that’s where most CS tools fall short.
Why Tools Like Gainsight and Totango Hit a Scaling Wall
Don’t get us wrong—Gainsight, Totango, and similar platforms are phenomenal at driving internal visibility, automation, and tracking. They centralize customer health, CTAs, playbooks, and alerts. But they’re often built for the internal CSM team, not for the broader set of cross-functional vendor contributors or, more importantly, the customer themselves.
These tools don’t scale well across your vendor-side organization (think support, product, sales, engineering, etc.), and they certainly don’t extend into your customer’s organization where the actual value delivery is realized (and often derailed).
Introducing ezRACI: A Game-Changer for CSM Leaders
ezRACI is the missing link. It bridges the gap between internal tracking and true external alignment by allowing Customer Success leaders to:
Seamlessly integrate with Gainsight and other CS platforms
Automatically synchronize CTAs and tasks
Dynamically build and visualize a RACI matrix
Display shared ownership of the customer journey
Provide Gantt-style timeline views of how progress is being made
Instead of CTAs living in a vacuum, ezRACI turns them into joint responsibilities with clear accountability across both organizations.
Integration Overview: Syncing CTAs and Playbooks into ezRACI
Integration with Gainsight is simple and powerful:
ezRACI ingests CTAs, Tasks, and Playbook Steps
Maps each item to the appropriate RACI role (Responsible, Accountable, Consulted, Informed)
Associates them to customer journey stages like Onboarding, Adoption, Value Realization, and Renewal
Now, your CTA isn't just a checkbox for the CSM—it’s a living part of a shared execution plan.
Bringing RACI to Life Across the Entire Customer Journey
Each stage of the customer lifecycle has different stakeholders, responsibilities, and risks. ezRACI lets you map these out in a living, dynamic matrix that updates in real-time as your journey evolves.
Example:
Onboarding → R: Implementation SME | A: CSM | C: Sales Engineer | I: Customer Exec
Adoption → R: Customer Engineering Lead | A: CSM | C: Product | I: Support
Renewal → R: Sales | A: CSM | C: Finance | I: Customer Stakeholders
By showing everyone who’s doing what—and when—you cut down on confusion, missed deadlines, and finger-pointing.
Why Visualizing the Journey with a Gantt Chart Matters
CSMs are asked to shepherd complex technical rollouts across two entire companies—without a PMO.
With ezRACI’s built-in Gantt chart view, you can:
Align on timelines with customers visually
Call out dependencies
Track slippage in real time
Drive urgency with both internal and external teams
You’re no longer just reacting—you’re proactively managing the customer’s journey like a project.
Shared Accountability: Getting the Customer to Do Their Part
Most CTAs in systems like Gainsight are internal. But many tasks require customer action—whether it’s provisioning access, attending a training, configuring tools, or aligning internally.
If those CTAs don’t exist in a shared system, they don’t get done.
With ezRACI, you can assign CTAs to customer-side contacts, so that they also own part of the journey. This is what separates good CSMs from great ones—creating a joint plan, not just internal tracking.
People, Process, Product: The Triple Constraint of Every Customer Org
When things go wrong, the vendor is often blamed. But the truth is, customers have their own constraints—lack of internal alignment, resourcing gaps, competing priorities.
CSMs walk a tightrope: they must navigate both internal silos and external bottlenecks.
ezRACI helps bring clarity by highlighting:
Who is blocking progress
Where tasks are stalling
Which milestones are at risk
This lifts the burden from CSMs to be the single point of coordination and enables a shared system of truth.
The Back-to-Basics Approach for a Modern Era
Despite the explosion of SaaS tooling, the root of most customer friction is basic:
Who is doing what?
By when?
Is it done?
ezRACI goes back to basics with a clean, clear RACI matrix + Gantt foundation. But it layers on:
AI-driven recommendations
Template libraries by journey stage
Slack/MS Teams integrations for visibility
Industry-specific remediation playbooks
This is the modern CS enablement platform you’ve been waiting for.
Final Thoughts: Crafting a Shared Vision, Not Just CTAs
You don’t win renewals with spreadsheets and generic playbooks. You win when the customer feels that:
They are progressing toward their outcomes
They have a clear plan and role clarity
You are deeply aligned with their goals
ezRACI helps you do just that.
✅ CTAs with real accountability
✅ Shared visibility across both orgs
✅ Measurable milestones toward ROI
💬 Ready to elevate your CSM game?
Sign up for a demo or start a free trial at www.ezRACI.com.
Your customers will thank you—and your renewals will reflect it.