Best Customer Success Software16Customer Success Management is concerned with proactively making sure that SaaS customers get value from their relationship with the vendor. CSM platforms typically give early warning of potential customer churn based on disparate data elements, giving the vendor time to take early action to keep the relationship on track.Gainsight1 Customer Success17 Single Customer View20 CRM21 Inline25

Customer Success Software

Best Customer Success Software

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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

Listings (1-25 of 34)


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Top Rated
379 Ratings

Gainsight says they enable business transformation through their passionate community, proven expertise, and cutting edge technology. In addition to the largest customer success community, the vendor says they also have a diverse, 333+ customer base spanning across Fortune 1000 companies such as HP,…


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Top Rated
94 Ratings

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)…


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Top Rated
120 Ratings

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…


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Top Rated
203 Ratings

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.

27 Ratings

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…

20 Ratings

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…

8 Ratings

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…

6 Ratings

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.

9 Ratings

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.

5 Ratings

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…

11 Ratings

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.…

6 Ratings

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…

2 Ratings

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. CloudCherry is a customizable, easy-to-use SaaS-based product that brands can use to measure key metrics like the Net Pr…

1 Ratings

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.

1 Ratings

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…

3 Ratings

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…

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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…

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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…

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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.

We don't have enough ratings and reviews to provide an overall score.

LogicBox CRM is a cloud-based customer relationship management (CRM) software built around sales force automation, lead management, and pipeline forecasting capabilities.

We don't have enough ratings and reviews to provide an overall score.

CustomerGauge is a software-as-a-service platform that helps clients improve customer experiences. The system automatically measures and analyzes feedback. Some key features include: Net Promoter Score, In-depth Loyalty Analytics, and Hierarchy Based Research.

We don't have enough ratings and reviews to provide an overall score.

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…

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Akita is a Customer Success Management Platform designed to help you nurture, retain, and grow your customer base. The platform connects to over 100 of the leading Software-as-a-Service tools–from ActiveCampaign to Zuora–providing Customer Success Managers with one unified view of their customer dat…

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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.

TrustRadius Top Rated for 2020

2020 Top Rated Customer Success Software

There are plenty of options out there, but here's our shortlist of the best Customer Success Software. These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. To qualify, a product must have 10 or more recent reviews and a trScore of 7.5 or higher, indicating above-average satisfaction for business technology. The products with the highest trScores appear first on the list. Read more about the Top Rated criteria.