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ChurnZero

ChurnZero

Overview

What is ChurnZero?

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…

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Learn from top reviewers

ChurnZero is AWESOME!

Rating: 10 out of 10
April 1, 2024
IncentivizedVetted ReviewVerified User
I love using ChurnZero because it really tracks the clients progress and helps with being able to save clients! It shows you a breakdown of each client and helps you navigate ...
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Verified user
Account Manager
ChurnZero1 year of experience

ChurnZero Rocks!

Rating: 10 out of 10
March 28, 2024
IncentivizedVetted ReviewVerified User
Churnzero is crucial for our CS team. We use it every single day for things like Automation of mass emails, keeping tasks organized, Creation and execution of "plays" for cust...
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Kyle Bell
Contributor - Professional Services
Customer Success Manager
PTC
ChurnZero3 years of experience

ChurnZero helps make more money!

Rating: 10 out of 10
March 21, 2024
IncentivizedVetted ReviewVerified User
ChurnZero helps me organize my day, track customer needs, and efficiently handle my book of business.
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Verified user
Account Manager
ChurnZero1 year of experience

ChurnZero is a no brainer if you care about churn!

Rating: 10 out of 10
March 19, 2024
IncentivizedVetted ReviewVerified User
I use ChurnZero to track how my customers are using my product. Oftentimes, I am able to talk to them about what they are looking at, without them having to share that informa...
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Verified user
Administrator
ChurnZero1 year of experience

ChurnZero Review

Rating: 10 out of 10
March 4, 2024
IncentivizedVetted ReviewVerified User
We use ChurnZero for our implementation and client success teams. ChurnZero has allowed us to build scalable processes for both functions and also gives us good insight into w...
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Verified user
Director
ChurnZero3 years of experience

Superhero for Customer Success!

Rating: 10 out of 10
February 29, 2024
Vetted ReviewVerified User
ChurnZero is vital to our organization. We use it to assist with our welcoming and onboarding for new customers, communicating promotions and events, monitoring customer healt...
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Jeremy Wingate
Vice-President - Other
Vice President, Revenue
CallTrackingMetrics
ChurnZero5 years of experience

We need more integration.

Rating: 9 out of 10
February 6, 2024
IncentivizedVetted ReviewVerified User
We used ChurnZero to control health customers. The area of Customer Success needs tools for control and need indicators, and after this, we can make important decisions to red...
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Mateus Costa
Analyst - Information Technology
Customer Sucess
Pixeon
ChurnZero3 years of experience

Brings all relevant data front and center for easier account tracking and decision making

Rating: 9 out of 10
February 1, 2024
IncentivizedVetted ReviewVerified User
ChurnZero is at the forefront of our Customer Success strategy. ChurnZero brings together relevant data from several other tools (e.g CRM, Salesforce, Intercom, our own app) a...
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Ryan Bernstein
Contributor - Information Technology
Customer Success Manager
Transifex
ChurnZero2 years of experience

ChurnZero is leading the market

Rating: 10 out of 10
January 16, 2024
IncentivizedVetted ReviewVerified User
We use CZ for: - Churnscores and risk - Achieving first value with customer due to automated tracking - Renewal motions - Details on customers internal performance - Tasks, Da...
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Klaas Schippers
Professional - Customer Service
Customer Success Operations Specialist
Linnworks
ChurnZero3 years of experience

Game changer for any CSM

Rating: 10 out of 10
January 9, 2024
IncentivizedVetted ReviewVerified User
I use ChurnZero to manage my book of business. It was game-changing in my life as a CSM, as now I can understand the health of my customers, understand the areas that need mor...
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Nayara Lima
Analyst - Customer Service
Customer Success Manager
AppFollow
ChurnZero1 year of experience

ChurnZero - Customer Success done right

Rating: 9 out of 10
December 27, 2023
IncentivizedVetted ReviewVerified User
ChurnZero was decided on by both our CSM and sales teams as well as our management. The reason we needed to implement a new solution was because we were operating in siloed sy...
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Greg Watkins
Account Manager - Other
Senior Customer Success Manager (Strategic Accounts)
Tipalti
ChurnZero1 year of experience

Powerful CSM tool.

Rating: 8 out of 10
October 29, 2023
IncentivizedVetted ReviewVerified User
In order to centralize our processes, we've deployed Churn Zero for our full Client Success team to help us automate client success onboarding, identify and measure churn risk...
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Jean Mangum
Manager - Customer Service
Senior Manager
SeekOut

When the tasks are piling up, ChurnZero can help keep them organized in a logical, easy, and straightforward manner

Rating: 10 out of 10
October 24, 2023
IncentivizedVetted ReviewVerified User
We use ChurnZero to manage customer journeys, client health, and usage. I specifically use it to manage to the customer onboarding and implementation journey, so I'm in it eve...
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Wolf-Ekkehard Hindrichs
Manager - Other
Solutions
XOi
ChurnZero1 year of experience

ChurnZero: Powerful made simple

Rating: 9 out of 10
October 12, 2023
IncentivizedVetted ReviewVerified User
As a software company, we use ChurnZero extensively to manage our clients and prevent churn. ChurnZero plays a pivotal role in addressing several critical business problems an...
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Jacob Li
Engineer - Other
Solutions Engineer
Help Lightning
ChurnZero1 year of experience

Fantastic product, fantastic support!

Rating: 10 out of 10
September 30, 2023
IncentivizedVetted ReviewVerified User
We use ChurnZero to automate and eliminate time-consuming manual email tasks, for providing onboarding resources to new customers, get information from customers at renewal, f...
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Verified user
Manager
ChurnZero1 year of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

View all pros & cons
Verified User
Account Manager in Customer Service
Consumer Goods Company, 501-1000 employees
Kyle Bell
Customer Success Manager
PTC (Computer Software, 10,001+ employees)
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Pricing

View all pricing
ChurnZero

ChurnZero

N/A
Unavailable

What is ChurnZero?

ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

114 people also want pricing

Alternatives Pricing

Gainsight CS

Gainsight CS

$2,500
Per Company Per Month
What is Gainsight CS?

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…

Freshsuccess

Freshsuccess

$79
per month
What is Freshsuccess?

Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort. The vendor says features include: Customer 360 - See customer emails, chats,…

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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

9.1
Avg 9.0

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

8.7
Avg 8.7

Customer Data Extraction / Integration

Customer data extraction / integration

8.6
Avg 8.9

Customer Success Management

Customer Success Management

8
Avg 8.5

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.8
Avg 8.4
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Product Details

What is ChurnZero?

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, reporting, real-time alerts, walkthroughs, collaboration centers and more, and integrates with the user's CRM and tech stack.

ChurnZero Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Billing
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com

ChurnZero Screenshots

Screenshot of A control room built for CS leaders to manage every detail of the customer journey while simultaneously providing an overview of everything in progress.Screenshot of Custom Dashboards, to collect, analyze and turn customer data into actionable insights.Screenshot of SuccessCenters, to reach customers when and where they need it most is within the tools themselves.Screenshot of Playbooks make it possible to scale without sacrificing the high-touch service customers expect.Screenshot of Account Insights for both internal and external teams. ChurnZero's collaboration feature makes it possible to keep all groups in the loop. ​

ChurnZero Videos

ChurnZero helps subscription businesses fight churn. The platform is designed to help Customer Success teams intimately understand their customers.
How ChurnZero is helping Untappd improve its onboarding and customer engagement while helping increase customer retention.
How ChurnZero is helping FiscalNote to improve their customer retention quarter over quarter.
The Churn Monsters introduces a “churn monster” (a common #customerchurn risk) that hides in customer accounts and scares #SaaS businesses. This video shows how #CustomerSuccess teams use ChurnZero to slay these destructive monsters and grow customer retention. This episode d...
 Show More
In Customer Success, creating and ideating on new content, strategies and engagements is key to building relationships and driving results. But it's a time-consuming task—which is why ChurnZero has launched Customer Success AI™. Now, ChurnZero can be asked for content or ideas...
 Show More

ChurnZero Integrations

ChurnZero Competitors

ChurnZero Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

ChurnZero Downloadables

Frequently Asked Questions

Gainsight CS, Totango, and ClientSuccess are common alternatives for ChurnZero.

Reviewers rate Role-based user permissions highest, with a score of 9.1.

The most common users of ChurnZero are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(306)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Highly Customizable ChurnScores: Users have found ChurnZero's ChurnScores to be highly customizable, allowing for personalized evaluations of customer health based on various factors. The flexibility in tailoring these scores has been particularly appreciated by users.

Ease of Deployment and Management: Reviewers appreciate the simplicity of deploying and managing NPS tools within ChurnZero, which facilitates a quick assessment of customer satisfaction. This streamlined process has enhanced user experience significantly.

Efficient Segmentation Capabilities: Customers value the ease and power of segmentation within ChurnZero, noting its benefits for crafting targeted customer communication strategies. Additionally, users highlighted the Daily Digest feature for delivering consolidated and pertinent information efficiently, enhancing their daily workflow.

Complex Setup Process: Users frequently highlight the complexity of the initial setup and configuration process, emphasizing the need for a more intuitive user interface and improved onboarding procedures to cater to new users or smaller businesses effectively. For example, some users have struggled with defining custom fields during setup, leading to delays in implementation.

Limited Segment Sorting Functionality: Reviewers express frustration over minor constraints when sorting segments, impacting their ability to segment efficiently within the system and potentially hindering workflow productivity. An example includes difficulties encountered when trying to merge multiple segments for targeted campaigns.

Challenges with Email Functionality: Criticisms of weak email functionality resonate among users, affecting communication experiences due to an unfriendly history pane and insufficient advanced features in the email editor. For instance, some users mention challenges in tracking email engagement metrics accurately within the system.

Reviews

(1-25 of 226)
Companies can't remove reviews or game the system. Here's why

ChurnZero is AWESOME!

Rating: 10 out of 10
Incentivized
April 01, 2024
Verified User
Vetted Review
Verified User
ChurnZero
1 year of experience
Likelihood to Recommend
ChurnZero is able to help track the clients progress and lets you know each point of the clients account where it can track and watch the client to be able to assist the client better and it shows each individual clients success.

ChurnZero Rocks!

Rating: 10 out of 10
Incentivized
March 28, 2024
KB
Kyle Bell
Customer Success Manager
PTC (Computer Software, 10,001+ employees)
Vetted Review
Verified User
ChurnZero
3 years of experience
Likelihood to Recommend
For any user or team who has to work with a lot of accounts ChurnZero is invaluable. I personally have a few hundred tech touch accounts that without ChurnZero, would be unmanageable. We use it as new users become customers, to send information about updates, reach out for health checks and set up review calls, and to get ahead of upcoming renewals.

ChurnZero is a no brainer if you care about churn!

Rating: 10 out of 10
Incentivized
March 19, 2024
Verified User
Vetted Review
Verified User
ChurnZero
1 year of experience
Likelihood to Recommend
If you are wondering exactly how customers are using your product, this tool is invaluable. Being able to see exactly what a customer was looking at before I jump on a call with them helps me show up better prepared for our call together.

ChurnZero Review

Rating: 10 out of 10
Incentivized
March 04, 2024
Verified User
Vetted Review
Verified User
ChurnZero
3 years of experience
Likelihood to Recommend
The journeys allowed us to scale quickly (we went from 3 CSMs to over 20 in 3 years). Having a repeatable process allowed us to onboard new team members quickly.

Superhero for Customer Success!

Rating: 10 out of 10
February 29, 2024
JW
Jeremy Wingate
Vice President, Revenue
CallTrackingMetrics (Marketing & Advertising, 51-200 employees)
Vetted Review
Verified User
ChurnZero
5 years of experience
View profile
Likelihood to Recommend
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.

We need more integration.

Rating: 9 out of 10
Incentivized
February 06, 2024
MC
Mateus Costa
Customer Sucess
Pixeon (Hospital & Health Care, 501-1000 employees)
Vetted Review
Verified User
ChurnZero
3 years of experience
View profile
Likelihood to Recommend
Some integration needs better; in Brazil, we use a lot of Whatsapp and other apps on mobile, and for this, if we can send the surveys for these apps, the indicator probably would be better, and after this, we will control our better customers. I think the system it's a little complicated.

ChurnZero is leading the market

Rating: 10 out of 10
Incentivized
January 16, 2024
KS
Klaas Schippers
Customer Success Operations Specialist
Linnworks (Information Technology & Services, 201-500 employees)
Vetted Review
Verified User
ChurnZero
3 years of experience
Likelihood to Recommend
Suited if you are a scale up and simply need to be able to stay on top of more customers at the same time. Also great for scaled CS programs. Its also good if you have a more evolved tech stack because the number of integrations that ChurnZero has with other applications is quite big. If there is nothing you can use, you can still use Webhooks, that can be connected to a lot of other services.

Game changer for any CSM

Rating: 10 out of 10
Incentivized
January 09, 2024
NL
Nayara Lima
Customer Success Manager
AppFollow (Marketing & Advertising, 51-200 employees)
Vetted Review
Verified User
ChurnZero
1 year of experience
View profile
Likelihood to Recommend
This is appropriate for CSMs that have a large BoB to manage and need to track the health of the portfolio. Also suitable for companies that would like to scale their contact with customers, using the Playbooks. It isn't so appropriate for those that have a small portfolio, as this can be done in other software.

ChurnZero - Customer Success done right

Rating: 9 out of 10
Incentivized
December 27, 2023
GW
Greg Watkins
Senior Customer Success Manager (Strategic Accounts)
Tipalti (Financial Services, 201-500 employees)
Vetted Review
Verified User
ChurnZero
1 year of experience
View profile
Likelihood to Recommend
ChurnZero is a great scalable solution for a growing company who demands more robust reporting and more proactive communications and playbooks build out. The solution is cost preventative compared to some of the much more pricier solutions on the market such as Gainsight which is an industry leading solutions. The team has done a great job training us and getting us to full speed, and our management team has equally done a good job rolling out and training us on the new processes. Flexibility is a strong strength here, as it is quite endless the number of dimensions that you can track and measure customer activity, our use cases are a bit more specific to fintech companies, which I know they work some of our competitors. Lastly, they are startup company who is more nimble and easier to influence their product roadmap and make an impact.

Powerful CSM tool.

Rating: 8 out of 10
Incentivized
October 29, 2023
JM
Jean Mangum
Senior Manager
SeekOut (Staffing & Recruiting, 201-500 employees)
Vetted Review
Verified User
View profile
Likelihood to Recommend
Churn Zero has been really great at helping us get consistent with our messaging by running please and putting our clients into journeys. Specifically, we have built out our onboarding journey for our clients where they are triggered to enter the journey, and the CS rep can focus on making more discovery and connecting with the client and less of the administrative work of making sure that they're getting all of the resources and checking usage.

When the tasks are piling up, ChurnZero can help keep them organized in a logical, easy, and straightforward manner

Rating: 10 out of 10
Incentivized
October 24, 2023
Likelihood to Recommend
ChurnZero is great for when you have clients that need to go through repeatable processes, or when you need to monitor their usage and tee up plays or emails based on their usage. What I find particularly helpful is the history section, where you can see everyone's interaction with the client (emails, meetings, notes, etc.)

ChurnZero: Powerful made simple

Rating: 9 out of 10
Incentivized
October 12, 2023
JL
Jacob Li
Solutions Engineer
Help Lightning (Computer Software, 51-200 employees)
Vetted Review
Verified User
ChurnZero
1 year of experience
Likelihood to Recommend
Our Customer success teams leverage ChurnZero to monitor customer health, automate communication, and intervene at critical points. For instance, in software companies, it's beneficial for ensuring users are adopting new features and finding value. We find it less valuable in other departments as it becomes less relevant. We are able to see a high level view of customer health earlier on which helps us find out reasons for low usage.

Fantastic product, fantastic support!

Rating: 10 out of 10
Incentivized
September 30, 2023
Verified User
Vetted Review
Verified User
ChurnZero
1 year of experience
Likelihood to Recommend
If your CS team is bogged down with manual tasks and emails, ChurnZero is fantastic. We reduced manual email check-in tasks by 75% in the first year. Its been quite remarkable. If you are looking for a great way to track the health of your customers or your book of business, ChurnZeros the way to go.

Robust Platform

Rating: 9 out of 10
Incentivized
September 29, 2023
CB
Cydney Boel
Senior Director of Customer Success
Apex Leaders (Financial Services, 11-50 employees)
Vetted Review
Verified User
ChurnZero
3 years of experience
Likelihood to Recommend
ChurnZero is a robust and thorough platform that is well suited for B2B SaaS companies. It truly gives you a better insight to your clients, increases efficiencies for your Customer Success team, and allows your organization to be proactive with your customers. Companies who aren't the typical "SaaS" product may find that some of the features aren't incredibly relevant (though I think that would be the case with any CS software) and their academy can be difficult to navigate at times. Overall, they have a wonderful and supportive team of Customer Success Managers who are invested in the success of their clients and it shows.

ChurnZero- A scalable path to Customer Success

Rating: 8 out of 10
Incentivized
September 29, 2023
FC
Frank Chao
Customer Success Manager
DTEN, Inc. (Electrical & Electronic Manufacturing, 201-500 employees)
Vetted Review
Verified User
ChurnZero
1 year of experience
Likelihood to Recommend
From our initial deployment of ChurnZero, we have not had any issues using the service. As our business requirements changed, ChurnZero is able to scale and improve the way we work and manage our customer's lifecycle with DTEN. We're still figuring out how best to integrate ChurnZero into our suite of backend systems and develop data analytics specific to our needs.

Great if you know the ins and outs

Rating: 8 out of 10
Incentivized
September 29, 2023
RM
Ryan McCallister
Director of Customer Success
dbaPlatform (Computer Software, 11-50 employees)
Vetted Review
Verified User
ChurnZero
1 year of experience
Likelihood to Recommend
Clean data and good development team is needed to get full use of Churn Zero. If a company is not comfortable with their CRM data, they should wait to implement churn zero

ChurnZero Automation

Rating: 10 out of 10
Incentivized
September 29, 2023
Verified User
Vetted Review
Verified User
ChurnZero
1 year of experience
Likelihood to Recommend
ChurnZero is helpful in setting up rules to automate actions including emails and alerts. This is helping our customer service team manage as our customer base grows.



I couldn't do my job without ChurnZero!

Rating: 10 out of 10
Incentivized
September 29, 2023
EI
Eden Ivie
Director of Client Success
MouthWatch (Health, Wellness and Fitness, 11-50 employees)
Vetted Review
Verified User
ChurnZero
2 years of experience
Likelihood to Recommend
If your platform does not have built in reporting or visibility on usage, ChurnZero is a must! It will provide all of the tools needed to support your customers and reduce churn. Automated onboarding and check in emails make life easy for CSM's and give them a clear picture of where every client is in their onboading journey.

ChurnZero is my Work BFF

Rating: 10 out of 10
Incentivized
September 29, 2023
Verified User
Vetted Review
Verified User
ChurnZero
1 year of experience
Likelihood to Recommend
Our CZ instance is great to get a holistic view of the account - product usage, messages, tickets, health, renewals, etc. There are some great features like the churn score that pull data together to create the customer churn score, which identifies district that are healthy, neutral, or unhealthy. This information allows my team to focus on accounts that need the most help, rather than focusing on when the next renewal is. We're using the system to pull ALL of our data to gather to make informed data driven decisions.

We aren't using CZ for marketing. We may use the system for up-sell and cross-sell, but its not suited for cold-calls and generating new business (at least for us).

ChurnZero helps you understand your customer

Rating: 8 out of 10
Incentivized
September 29, 2023
Verified User
Vetted Review
Verified User
ChurnZero
2 years of experience
Likelihood to Recommend
For basic usage by CSMs, like ChurnScore for prediction of churn, ChurnZero is well suited and easy to use. For customer success organizations that have an operations team (or person) the functions available to the ops person are limited because they don't "own" accounts. ChurnZero is not as well suited for this situation but seems to making strides toward this.

Worth Every Penny! Won't work anywhere without it!

Rating: 10 out of 10
Incentivized
September 29, 2023
JB
Jackie Breuer
Executive Director
Gravity Research (Research, 51-200 employees)
Vetted Review
Verified User
ChurnZero
2 years of experience
View profile
Likelihood to Recommend
I think ChurnZero could really help any org that's trying to create a more standardized approach to managing clients and forecasting revenue for revenue retention and expansion. I have used it at an org that has a website that provides data to track client satisfaction and use. I'm not using at an org that doesn't have any web use traffic and we've been able to develop strong health data. It's all about what you put into it and how you hold your team accountable for using it.
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