Stream Security hits 114% net renewal rate and 96.5% CSAT with Gong

As a high-growth startup, Stream Security needed every customer interaction to count. Their Customer Success (CS) team wanted to get ahead of problems and consistently reinforce customer value. They’re now using the Gong Revenue AI Platform as the foundation of their strategy, as it gives them the deal risk indicators they need to be proactive.

Gong AI analyzes conversational cues like a sudden drop in customer engagement, a shift in sentiment, or competitor mentions. When an account is flagged as at-risk, the managers are immediately alerted, allowing them to jump into action.

This data-backed, collaborative approach led to faster interventions and stronger customer relationships, helping to secure a remarkable 114% net renewal rate. The CS team is no longer scrambling to save accounts after the fact, but instead, is actively protecting their recurring revenue using real-time intelligence. As Margo Barysheva, their Customer Success and Support Group Manager says, "Gong’s deal risk indicators are critical to our CS operations. They help me protect revenue before it’s in danger."

"I regularly share Gong call snippets with our product and engineering teams. It’s the fastest way to turn customer insight into outcomes." — Margo Barysheva, Customer Success and Support Group Manager

The Gong Revenue AI Platform isn't just a retention solution; it's a key driver for product innovation. The Stream Security team uses its powerful search and snippet-sharing features to give their engineering and product teams unfiltered, direct access to customer feedback. For example, if a customer suggests a new workflow or a missing integration, a CS rep can quickly find that specific moment in the call recording and create a short, shareable call snippet of the customer’s exact words.

By sharing this authentic, unedited feedback with the product team, Stream Security eliminates second-hand summaries, and turns anecdotal feedback into actionable, customer-backed insights.

What’s more, Gong’s AI Deal Monitor also flags when a customer says something that puts deals at risk. So, for example, if someone says they’re "exploring other options" on a call, the Gong Revenue AI Platform flags the account, and the CS team leader can instantly review the call transcript to understand the full context. This allows them to formulate a precise, data-backed response and bring in the right internal expert, like a technical support specialist or an executive, to re-engage the customer.

This direct line to the customer’s needs has allowed Stream Security to accelerate their roadmap relevance, ensuring that they build features that directly address their users' biggest pain points. By closing the feedback loop so efficiently, they've been able to demonstrate to customers that their feedback is heard and acted upon, further strengthening trust and loyalty. That’s landed them an enviable 96.5% CSAT rate in their last survey.

"I rely on Gong from prep to post-call. It saves time and keeps me fully informed." — Margo Barysheva, Customer Success and Support Group Manager

The Gong Revenue AI Platform is now driving efficiency across Stream Security's entire CS workflow. The platform’s AI-generated call summaries ensure that no detail is lost, and it provides a quick, searchable record of every conversation. This frees up reps from the tedious and time-consuming burden of taking meticulous notes and writing follow-up emails. (Plus, Gong’s AI Composer can craft personalized messaging tailored to the customer and the situation.)

The team is also making great use of the AI Ask Anything feature to get instant answers to specific questions about a customer's history. A rep can ask, "Has this customer ever requested an API feature?" and get a direct response in seconds. There’s no more reviewing hours of recordings. This efficiency allows the team to spend less time on administrative tasks and more time on high-impact activities like strategic account planning, conducting in-depth business reviews, and building deeper relationships.

By making every step of their CS workflow more efficient, the Gong Revenue AI Platform has been instrumental in helping Stream Security scale their CS operation without increasing headcount. They’ve achieved a 114% net renewal rate and a remarkable 96.5% CSAT score while doing it. The team can now handle more accounts with greater confidence and deliver a consistent, high-quality experience every time.

The Gong Revenue AI Platform has transformed Stream Security's CS motion from a reactive, manual process into a proactive, data-driven engine for growth. The ability to automatically identify at-risk accounts, share direct customer feedback with product teams, and streamline administrative tasks has enabled them to not only protect their existing revenue but also strengthen customer relationships and accelerate product innovation.