Current Limitation
Currently, there does not appear to be a supported way to automatically update Customer Goal (Success Plan Objective) metric values in Gainsight through:
- Rules Engine
- External Actions
- APIs
- Automated data integrations
Metric fields such as:
- Baseline Value
- Actual/Current Value
- Target Value
require manual updates within the Customer Goals UI.
Business Need
Many organizations track dynamic customer success metrics such as:
- Product usage
- Session clicks
- Feature adoption
- Engagement trends
- Health KPIs
These values change periodically (weekly/monthly) and are already available in external systems such as:
- Pendo
- Looker
- Snowflake
- S3
- Product databases
Currently, although Gainsight supports automation for CTAs, health scores, and custom objects, Customer Goal metrics remain largely manual, creating:
- Additional operational overhead
- Manual maintenance effort
- Risk of outdated customer goals
- Reduced scalability for large customer portfolios
Requested Enhancement
We would like Gainsight to provide native support for updating Customer Goal metrics programmatically through:
- Rules Engine actions
- Public APIs
- Connector-based updates
- External Actions / Event framework
Suggested Capabilities
Some possible approaches could include:
- Exposing Success Plan Objectives as updateable objects in Rules Engine
- Providing REST APIs for Objective metric updates
- Supporting automated metric synchronization from custom objects
- Enabling dynamic metric mapping within Customer Goals
Expected Benefits
- Reduced manual effort for CSM and CS Ops teams
- Better alignment between product telemetry and customer goals
- Real-time progress tracking
- Improved scalability of Success Plans
- More accurate customer success reporting
Example Use Case
A customer goal such as:
“Increase Webpage Session Clicks from 8,000 to 15,000”
could automatically update the “Actual Value” every month using product analytics data from Pendo or Looker, instead of requiring manual updates by the CSM.