Exciting news from the Gainsight community! We’re thrilled to announce that Harri, the all-in-one human capital management platform for the hospitality industry, has officially become our first four-product client in Europe by launching their customer community.
Over the last five years, Harri has been on an incredible growth trajectory, rapidly innovating and scaling to meet market demands. As their customer success organization matured, they needed a way to listen, engage, educate, and empower their customers in a way that scales—in a single, consolidated platform. As such, they built a Customer Community as a single destination for customers to connect, share best practices, provide feedback, and build stronger relationships with the product. “It’s like bringing our customers into the same room—it’s powerful,” says Dan Maimone, Director of Customer Success and CS Operations, Harri.
We sat down with Maimone to get the full scoop on the team’s journey, the challenges they faced, and how Gainsight became the platform they needed.
Harri and Gainsight Break New Ground
Q: Congratulations to Harri on becoming Gainsight’s first quadruple multi-product customer in Europe! How does it feel to be breaking new ground with Gainsight?
Dan Maimone: Thanks! It’s really exciting. We’re thrilled to be Gainsight’s first customer in Europe to bring together Customer Success, Product Experience, Customer Education, and now Community under one roof. Our shift to Gainsight has already powered an outcomes-based approach that not only increased efficiency and product adoption, but has also helped us achieve our business goals. Now with Customer Communities, we are embracing Gainsight’s full Customer OS experience and can support our customers more deeply and effectively— it’s a testament to our commitment to their success. We’re eager to see the impact across our entire customer base.
Q: What motivated Harri to adopt these four products from Gainsight’s Customer OS suite?
Dan Maimone: We wanted to consolidate our tools in one place—we didn’t want to have six different tools across the customer success function. But on a deeper level, our philosophy has always been customer-centric, and we wanted to take it further. With Gainsight Customer OS, we’re able to listen, engage, educate, and empower our customers in a way that scales. Each product offers a unique function: Customer Success for relationship management, PX for gathering and acting on product insights, Customer Education to streamline learning, and now Community, where customers can come together, share knowledge, and support one another. Bringing all four together was a natural evolution for us.
Harri Launches Customer Community
Q: The launch of Harri’s Customer Community is now here! Can you tell us what you looked forward to the most with the new Community?
Dan Maimone: Absolutely. Our community is a place where customers can connect not just with us, but with each other. We’re anticipating that this will create a strong, peer-driven support system that enhances the Harri experience. Customers will be able to ask questions, exchange insights, and share feedback directly, giving us a direct line to their needs. It’s like bringing our customers into the same room—it’s powerful.
The platform brings together everything our users need in one easy-to-navigate space, including courses from Harri Academy, quick access to support, industry insights, and a dedicated area for the latest releases to keep users informed on new products and features. We will also soon introduce Community Groups and Beta Testing Opportunities within the platform, allowing users to connect over shared interests, participate in exclusive feature previews, and provide direct feedback to shape future developments.
With the combined integrations from Gainsight, Zendesk, and AI-driven personalization, we’re providing a seamless, highly collaborative environment that empowers our customers. This launch is a major step in our commitment to helping them succeed and thrive.
A More Personalized, Meaningful Customer Journey
Q: How will this four-product integration change your customer journey?
Dan Maimone: It changes everything. From onboarding to ongoing support and growth, each interaction is more personalized and meaningful. With so many insights at our fingertips, we can anticipate needs, respond to feedback in real-time, and help customers reach their goals faster. It’s a holistic approach that just wouldn’t be possible without a suite like Gainsight’s.
We’ve already seen so much forward progress. We improved our CSM reach by streamlining interactions and workflows. We gained insights into customer behaviors using learning analytics to understand and predict customer needs and responses. We tailored success plans by combining insights from CS and PX. We’ve enhanced operational efficiencies by integrating advanced AI tools and automated solutions. We’ve driven outcome-based adoption by linking product usage directly to customer success metrics. Now, we tie it all together by building a Customer Community as a single destination for our customers to connect, share best practices, provide feedback, and build a stronger relationship with the product.
Q: That’s amazing! As an innovative, all-in-one Gainsight customer, what advice would you give to other organizations considering a similar approach?
Dan Maimone: Start by truly understanding your customers’ pain points and goals. Once you know where you can have the most impact, look for tools that help deliver that value at every stage of the customer journey. For us, Gainsight provided the right ecosystem, and that alignment has been key. Don’t hesitate to go all in—being comprehensive in customer success pays off!
Next Steps for Harri and Gainsight
Q: Finally, what are Harri’s next steps with Gainsight’s platform?
Dan Maimone: Now that we’re live with the full Gainsight Customer OS suite, our next focus is driving engagement within the community and exploring more automation opportunities to deliver value at scale. We’re just scratching the surface, and with Gainsight, we feel equipped to keep growing alongside our customers.
Learn more about the team’s journey in our case study, How the Combination of CS, PX and CE Is Empowering Harri’s Teams and Customers.
