Customer Success Software

Best Customer Success Software include:

ChurnZero, Gainsight, Intercom, and Totango.

Customer Success Software TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Customer Success Software Overview

What is Customer Success Software?

Customer Success Management Software provides a set of tools to help ensure that customers achieve their desired outcomes while using a vendor’s product or service. Customer success software platforms centralize all customer data into an accessible 360-degree view of the customer. The data might include support tickets, product usage, and adoption, downloads, upsells, or other customer signals. The typical goals are decreased customer churn and increased upsell opportunities.

Customer Success Software Features & Capabilities

  • Customer engagement analytics

  • Product usage tracking

  • Customer health scorecards

  • Rules-based alerts

  • Call-to-action notifications

  • Rule-based workflow automation

  • 360 degree customer profiles

  • Role-specific dashboards

  • Renewals dashboard

  • Interactive report builder

  • Sponsor tracking

  • NPS surveys

  • Customer communications

  • Integration with marketing platforms

Benefits of Customer Success Software

The benefits of using Customer Success Management Software include the ability to:

  • proactively find customers that need attention
  • prioritize areas of response

  • identify upsell and cross-sell opportunities

  • optimize the customer lifecycle

  • discover customer advocates

The software is primarily used by customer success managers, account managers and sales executives.

Types of Customer Success Software

Some products in this category are broader customer success management suites, offering most if not all of the above capabilities.

Other products focus on a particular area. For example, some products support customer success initiatives by enabling contextual, usage-based communication in-product. Others provide the usage statistics and segmentation capabilities that customer success managers can use to trigger communications from within other systems. (Customer success is one use case for these products; however, they are also used by other customer experience/engagement teams, such as Marketing, and are more likely to be integrated with than compete directly with full CSM suites.)

Pricing Information

Pricing is not generally available, but most platforms have a tiered model, usually based on number of users, revenue managed or accounts managed. A typical schema might charge a one-time upfront fee, and then a per seat monthly fee ranging from $50 to $200 depending on feature set.

Customer Success Products

(1-25 of 35) Sorted by Most Reviews

171 ratings
211 reviews
Top Rated
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses …
99 ratings
176 reviews
Top Rated
Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor, Totango is also…
21 ratings
100 reviews
Top Rated
ChurnZero's real-time SaaS platform aims to help subscription businesses prevent customer churn. The platform integrates tightly with an organization's CRM system and their application or service. In doing so, ChurnZero (1) allows the business to understand how their customers use their product, (2)…
148 ratings
66 reviews
Top Rated
Intercom is a contextual messaging system that supports live engagement with customers via text, chat, or email. It also supports triggered emails, customer segmentation and analysis, as well as integrations with MailChimp and Salesforce, and further extensibility via APIs and webhooks.
9 ratings
18 reviews
ClientSuccess, from the company of the same name in Lehi, is presented by the vendor as a simple yet sophisticated solution for CSMs, and the Executive team. For the CSMs, ClientSuccess brings together the tools, best practices, insights and analytics needed to proactively manage customers. For the…
10 ratings
11 reviews
WalkMe is a Digital Adoption Platform (DAP) that promises to transform the user experience in "today’s overwhelming digital world." Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe offers a transparent overlay that assists users to complete tasks easily within an…
0 ratings
10 reviews
Custify is a customer success platform designed for B2B SaaS businesses. It helps users better meet customers' needs, reduce churn and increase lifetime value. The user can see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Relevant customer su…
3 ratings
6 reviews
Natero is a customer success management platform for SaaS companies that relies on machine learning to judge what customers are at risk and what customers are ready to upgrade.
0 ratings
6 reviews
Planhat, headquartered in Stockholm, offers their modular suite of applications to subscription based businesses, providing customer success product usage health alerts and guidance, as well as revenue management for tracking subscriptions and business health.
1 rating
4 reviews
UserIQ is a walkthrough tool that aims to empower SaaS companies to deliver what each user needs to be successful in every moment, starting with adoption. According to the vendor, key benefits include: effectively scale onboardingincrease feature usageaccelerate time-to-valueultimately drive more r…
2 ratings
4 reviews
Delighted is a tool for quickly and easily gathering real time, actionable feedback from customers via email, web or SMS. Delighted uses the Net Promoter System to measure the customer journey, and takes care of all aspects of the customer feedback process from collection and analysis, through noti…
9 ratings
4 reviews
Freshchat is a modern messaging software built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience.…
Cisco Webex Experience Management (formerly CloudCherry)
2 ratings
3 reviews
Cisco Webex Experience Management (formerly CloudCherry) is a real-time, omni-channel Customer Experience Analytics and Sentiment Mapping product that helps customer-facing brands track, measure and improve customer delight. The software is described by the vendor as a customizable, easy-to-use SaaS…
0 ratings
1 review
Vitally in New York offers an out of the box customer success platform designed to help B2B SaaS companies better understand their customers and drive customer experience, leading to better customer retention.
2 ratings
1 review
Amity is customer success software. According to the vendor Amity, senses changes in customer health or rhythms, recommends the right actions and measures effectiveness. Additionally, the vendor says Amity’s combination of real-time playbooks, intelligence and automation helps customer success organ…
0 ratings
1 review
The technology developed by Userlane is designed to guide users through software like a GPS turn-by-turn navigation system. The vendor says this allows every user to operate even complex software on a professional level without any learning curve.Userlane includes interactive step-by-step guides, wh…
ServiceSource Customer Success
The ServiceSource Customer Success platform is issued by ServiceSource International, a public San Francisco based company, dedicated to reducing churn from subscription customers. To that end it contains customer engagement health metrics and alerts to bring attention to customers in jeopardy, inte…
Sparked is a customer success management platform for SaaS companies that uses various intention modeling techniques to score customer loyalty and sentiment, and reduce churn.
Logicbox CRM
LogicBox CRM is a cloud-based customer relationship management (CRM) software built around sales force automation, lead management, and pipeline forecasting capabilities.
UnifiedVU Single Customer View
Single Customer View from UnifiedVU is a solution allows users to unify all their customer records into one UI.
Churnspotter from relatively new (2013) French big data / machine learning company PredicSis is a customer success management platform for SaaS companies and sellers of mobile apps wanting to retain customer interest and maintain subscriptions. By integrating data from Mixpanel, Stripe, and other da…
Kapta is a customer success management platform with an account-based approach. The vendor describes Kapta as a key account management platform. It aims to help account managers chart out expectations and progress and report on how well goals are met for high-value customers. Kapta includes forecast…
Ask Inline
Ask Inline is designed to help teams create and automate customer feedback campaigns using in-app or email based NPS and CSAT surveys. This solution includes surveys, customer segmentation, feedback tagging, and automated categorization.
Squelch, headquartered in Redwood City, offers their eponymous customer success and customer support tool, which aggregates data from a variety of sources (e.g. Box, Jira, etc.) to provide a complete picture of customer application or product usage, providing guidance for customer support agents.
Recruitive Ltd
Recruitive offers a wide variety of end to end Recruitment Solutions, including ATS Software, Cloud Based Recruitment Software, Onboarding Software, and Careers Websites.The vendor says they provide HR Professionals, Recruiters and Hiring teams with innovative cloud based technology aimed at streaml…