ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.
ChurnZero
helps Customer Success team spot potential churn risks early and see
renewal and expansion opportunities faster. Its automation and
personalization, in-app communications, and Customer Success AI™ support engagement with customers and lead them to value. The platform offers
journeys, health scores, survey tools, segmentation, plays,…
N/A
Gainsight CS
Score8.8 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to…
Senior Customer Success Manager in Customer Service at Demandbase, Inc. (Computer Software, 501-1000 employees)
Chose ChurnZero
Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured
GUIDEcx- One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Sales Systems Manager in Sales at Built In (Computer Software, 51-200 employees)
Chose ChurnZero
While Gainsight CS and PX are owned by the same parent company, they couldn't be more different on a fundamental level. PX is a nuts and bolts usage data platform which reports on many of the same datapoints as ChurnZero, but beyond that, PX has very little in terms of team …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose ChurnZero
ChurnZero seemed a little more geared towards our customer base and goals. Their onboarding was thorough and included (Gainsight's was not). Cost/Budget also came into the picture as well!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Vice President, Revenue at CallTrackingMetrics (Marketing & Advertising, 51-200 employees)
Chose ChurnZero
ChurnZero was the perfect mix of tools and features at the right price. It has scaled as we've scaled and the new features they roll out are always industry firsts.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Customer Success Operations Specialist in Customer Service at Linnworks (Information Technology & Services, 201-500 employees)
Chose ChurnZero
Gainsight is a great software, and a good alternative to ChurnZero. However for us, ChurnZero had made a number of key changes to their product suite that helped us decide for it over Gainsight. For instance the integrated AI text generator, the new round robin, enhanced note …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Head of Customer Success in Customer Service at Panaseer (Information Technology & Services, 51-200 employees)
Chose ChurnZero
We selected ChurnZero based on price and having the functionality we needed for right now. Gainsight had more features, but at a much higher cost and these features weren't necessarily items we needed to get ourselves up and running now.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose ChurnZero
Similar, but ChurnZero was a better price point for all that it offers.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Customer Success Manager in Customer Service at DTEN, Inc. (Electrical & Electronic Manufacturing, 201-500 employees)
Chose ChurnZero
ChurnZero is a better fit out of the box for our business in terms of its features, functions, usability, scalability, serviceability, and costs. We really wanted a customer success platform that doesn't take a long time to deploy while being flexible enough to allow us to …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose ChurnZero
We (our team) were able to manage everything through this solution and did not need an admin.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose ChurnZero
ChurnZero was feature-rich and had everything we needed (Totango was lacking in key features such as displaying a journey to a customer and having them follow along). ChurnZero was way more financially approachable than Gainsight. ChurnZero also was much more of a CS platform …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose ChurnZero
ChurnZero was the most competitive product for us given the price, ease of use, and feature availability.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Our management team reviewed both Gainsight and Totango, while both were very robust and feature rich, the cost and price point did not make sense for a team of our size and where we would be scaling to. It also seemed that through our conversations both of those tools would …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose ChurnZero
We selected ChurnZero as while the other platforms (not limited to those listed here, just some aren't options on TrustRadius), ChurnZero matched my concept for what I wanted to provide my team. Until I tried ChurnZero in a demo site, I was completely sold on ClientSuccess, but …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose ChurnZero
The in-app messaging based on certain segments was the key differentiator. Also, while they are growing as an organization and expanding their portfolio of customers, they are extremely receptive to product suggestions, most of our suggestions we have given them have been …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Director - Customer Success in Sales at Unanet (Computer Software, 51-200 employees)
Chose ChurnZero
Gainsight is incredible too. Nothing negative to say about that tool either! However, ChurnZero had everything we needed, and they are a local company to us with a more palatable price point given our business size.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Customer Success Operations in Customer Service at Pixeon (Information Technology & Services, 201-500 employees)
Chose ChurnZero
Another product not listed: SenseData. They were great contestants with even more structure and functions to the platform, but it was more expensive and CZ already fulfilled our needs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Gainsight
Verified User
Chose Gainsight CS
Gainsight CS is beautiful and much more user friendly HOWEVER it does take more time to set up to have the desired impact than a software like ChurnZero.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Gainsight CS
Gainsight CS is more user friendly than ChurnZero on the CSM side and the UI in general is more up-to-date and easier to glean insight. ChurnZero just looks outdated.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Gainsight CS
Gainsight CS simply had a broader set of functionality that we wanted. That said, if Vitally or ChurnZero were to close a few of the functionality gaps that mattered to us, we would prefer to use either of those competitor products.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Gainsight CS
We went through an evaluation of ChurnZero, which did not have the ability to pull in usage from complex data sets or to visualize it natively.
ChurnZero did not offer the ability to run surveys or NPS which would have required additional tooling and investment.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Gainsight CS
We were users of ChurnZero -- however, it reached a point where the features and functionality of Gainsight surpassed what ChurnZero was offering at the time
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Gainsight CS
We went with Gainsight above Totango or ChurnZero primarily because of the maturity of their organization. They are the market & thought leaders on Customer Success management and we wanted that in our corner when maturing our own CS organization. Gainsight is also the most …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Sr. Director, Global Customer Success in Customer Service at LogMeIn (Computer Software, 1001-5000 employees)
Chose Gainsight CS
My companies both chose Gainsight before I arrived, so I was not part of that process. I have evaluated ChurnZero outside of the process and I think it's a great tool - maybe more so for smaller companies.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Gainsight CS
Gainsight CS just provided easier to use cooling and better reporting.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Gainsight CS
More customization with Gainsight CS, but Churn zero did have a great UI and easier to use. Would recommend CZ if you're a smaller company with no technical admin.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Gainsight CS
It is the most flexible CS platform in terms of how to manipulate and use your data.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Sr. Manager, Client Success in Sales at Cengage (Information Technology & Services, 5001-10,000 employees)
Chose Gainsight CS
Overall look and feel of the platform was what won us initially. We demoed these two side by side and everyday navigation for the CSM's was easier. In the end this is very important as the data is the data either way but if the CSM's enjoy using it and feel the impact on their …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Gainsight CS
Gainsight not only has the superior technology, (by a lot) but they have the community, documentation, LMS to overcome the inevitable struggles of adopting a new tool for the first time. It scales with your business and is built for start ups, mid size and large enterprise …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Gainsight CS
Faster, more user-friendly, better UI, and good onboarding process.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
If you are a SaaS business with a high volume of customers, having ChurnZero is a must. If you have a subscription based business and a customer success or account management function in your company, I would highly recommend ChurnZero.
I really enjoy using Gainsight CS because we can track our customers through their life cycles through our CSM/Implementation teams, Customer Community, and even our Academy! All of the information is in one spot for us to use and see. I would recommend this product (as well as CC & CE) for any SaaS company that needs visibility across all products and teams.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
One source of truth for all things CS - managing day-to-day tasks.
Getting ahead of the risk by having a very detailed and evolving health score system. Gainsight's CSM was incredibly helpful in building our risk mitigation plan using the health score, sharing their best practices.
Having a mutually agreed upon Success Plan that you can share with the customer. It was also incredibly helpful with assigning other parties to take actions, along with due dates and reminders
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
When composing an email out of segments, the ability to save it as a draft to review later would be awesome, instead of needing to set up a Play
In the admin section, I love that we can have a color palate - but we'd like the color palete to be applied in other areas so CZ has more of our companies branding
The content templates can be hard to stylize if you don't know html
Add the Merge Fields functionality to tasks, especially tasks made by playbooks
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Outlook integration could be better as within Outlook we do not get much insight of the account. While contacting a contact from Outlook, it will be great if the Outlook -Gainsight CS tool can show certain important information, like any pending CTAs, the latest billing amount, and pending certifications, etc. This will improve the communications and make it more aligned with the company and account perspectives.
Limitations of report creation are user level - As a user I can not create report as per my wish on my set of accounts. Only the admin user has access to that, and also it's very intuitive compared to Salesforce.
Dashboard customization - as a user I have very much limited options to put in my dashboard. It's all about CTA all the time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Our team is very happy with the product after evaluating multiple vendors, including Gainsight, Totango and Planhat. We like the additional functionality that CZ offers on its enterprise version. We were strongly considering other products if the price was right and functionality worked, but the change management would have been too heavy and taken too long. The ChurnZero team has been a good partner to rely on and allowed us to free up our time and resources to focus on more pressing matters
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
ChurnZero makes my work life a complete game changer. I say it all the time ChurnZero is a one stop shop for data! I don't fumble through numerous different programs, try to remember different passwords, I literally login to CZ and it is right there in front of me
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Gainsight CSGainsight's usability is extremely intuitive. The dashboards are modular and the ability to click into each to learn more is helpful to gain visibility and strategizing where to prioritize time as a CSM. Logging activities is also extremely intuitive as is the CTA function. There is some confusion on "Where can I find..." if there are multiple dashboards so an internal AI tool to ask would be helpful as well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Rarely any issues with availability or outages. When they do occur, there is excellent communication and consistent updates. Bugs are usually addressed in a timely manner, and communication around those issues is also extremely good
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
I recently had the opportunity to interact with ChurnZero's customer support team, and I must say, I am thoroughly impressed. Their responsiveness and willingness to solve problems are exemplary. From the moment I reached out, their team displayed a level of professionalism and dedication that truly stood out.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The training and onboarding have been very helpful. Since I was not a part of the team when ChurnZero was implemented, it was important to get brought up to speed as quickly as possible and our CSM has been incredibly receptive in that regard.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
I implemented CZ in 4 months. When I look back, this is not a long time where I needed to get to know CZ by myself (as I did not have knowledge of it at all..) study the Academy, playing around in the test environment and setting up in live environment.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured GUIDEcx- One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, and share out as a customer portal. Mixmax has been purchased in past companies to help fill in gaps of other tools (gives us scheduling links, in-inbox email templates, SFDC lead/contact and task management)
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Gainsight CS and Vitally offer distinct strategic advantages depending on organizational maturity. We used Vitally for a year and it is pretty decent for mid-market teams requiring immediate agility. We just had a hard time getting our CSM's to adopt the tool. In contrast, Gainsight CS serves as a comprehensive System built for enterprise complexity. Its architectural depth allows for intricate data modeling and parent-child hierarchies, while its Bionic Rules engine provides professional-grade automation that handles nuanced triggers far beyond the capabilities of standard, trait-based systems.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It can lean a little heavily toward Customer Success, but the ability to customize many areas based on specific user or account characteristics allows you to make it work across many different roles. This also makes collaboration within the tool across teams possible. It a flexible tool if you have a skilled admin to help guide your process building.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
No metrics yet, but we have improved our at-risk customers by identifying risks earlier via our automated health score and with our Gainsight approved mitigation workflow, CSMs and leaders have better discipline with mitigation efforts and sharing at-risk customers across the org so other teams can step in and assist
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
