TrustRadius
ClientSuccess is the relatively new customer success management platform from the relatively new company (2014) of the same name in Lehi, Utah. Dedicated to retaining a SaaS company's subscription customers, the ClientSuccess platform provides total lifecycle tracking and health scoring, integration with Gmail for outreach, health alerts to increase critical engagement when users' interest and comfort level with the product may be flagging, and other features as well. ClientSuccess is backed by seed-stage investment company Peak Ventures and others, to the tune of $1 million thus far.ClientSuccessHelping us become proactive and scale!2019-08-07T19:41:09.976ZClientSuccess is being used by our Client Success and leadership team to keep track of all moving pieces of our client relationships. We use this daily to track client lifecycle and health leading to a more proactive team.,Ties together different pieces of information such as usage, costs, tasks, and health all into one place for easy comprehension.
Helps me manage the ClientSuccess team and see what needs to be done client by client before churn.
Provides an opportunity to scale our processes by applying playbooks (SuccessCycles) to each client.,More flexibility on the usage that is shared to the platform without having to manipulate anything on our end first.
Great reporting on Client Pulse (a manually set health metric per client) and would love to see even more reporting on overall health scores (success scores) that tie in additional information.,9,Within the first week, leadership was able to have more visibility into the lifestage and health score of each client
We needed to become more proactive as an organization and this platform has allowed us to do so with real-time metrics and reporting.
We needed to find a way to scale our approach, especially as our Client Success organization continues to grow, and this is already helping.,,1 to 5 peopleSamantha BerquistHighly Recommend this INCREDIBLE product to ALL CSM'S2019-07-21T02:38:44.822ZIt is being used by the Customer Success Team which is just me right now. It addresses concerns about clients. The health of the client, when we last talked to them, what their concerns are, when their contract is up, etc. It has helped me to manage and stay on top of the clients to reach out when needed.,Pulse - It is so nice to collect the pulses of my client to know if they are healthy or not. I base a lot of my interactions with clients off of pulse. It shows me how many days it's been since I last had a pulse check on someone and from there I can see if I need to reach out or not.
Automated Emails - It's so comforting to know that my clients are being communicated to when I haven't thought to reach out to them. I have set up a lot of automated emails and rules for when they should go out and I've had a lot of clients get in touch with me from it that need.
Success Cycles - It has allowed me to set up success cycles for the clients. Because of this, I know exactly how to train them and exactly where they're at in the training process.,Score Card - Our company has multiple products that our clients use. There is only the option for one score card so it's hard to get an accurate health score because it's all based on one score card. It would be nice to have multiple score cards like we have multiple success cycles.
Emails - It would be nice to be able to send emails from the platform. Also having more freedom in setting up email automation to what rules YOU want not the ones they set for you.
Usage - we aren't able to track usage because we have multiple products. It would be nice to be able to integrate all products and be able to track usage from the platform.,10,All positive- It has helped us stay on top of our clients and help remind me of renewal when it comes up to in return provide more ROI for us. It has also helped me engage more with the clients being able to see their health every day. Also keeping in touch with them by automation.,1 to 5 peopleKylie McDonaldA great product for memberships and networks2019-07-21T02:37:03.793ZThe platform is being used across the organization. We oversee a network of insurance agencies and this platform has really helped us maintain accountability, systematize processes, and foresee any risks impacting our network's membership. We've also used it internally as a training tool for new hires who need to quickly understand who our key clients are and how our relationship is structured with each firm.,The Pulse Score is probably my favorite tool. We use that tool monthly to update key client relationships allowing us to quickly save any at-risk accounts.
Tracking emails is small but efficient resource. We don't duplicate our work with this feature.
The customer service is also really great. Their team has been very quick to respond to questions or challenges we've faced early on as we became comfortable with their product.,The only update I would like to see is the ability to reuse success cycles. Once you use a success cycle, you must remove it from the account and apply it again. It would be great to reuse the cycle so we can maintain all of our notes while clients go through the same account management process each year.,10,Retention rate has increased to 98%.
NPS has increased to 80+ and continuing to grow.,,1 to 5 peopleMatt ONeillGreat solution for a growing company/team2019-07-20T23:33:53.446ZAt Game Plan we use Client Success to streamline out entire Customer Success efforts. We used client success to keep track of customer activities, set and track KPI's for each account, flag potential issues with accounts, measure account success, and the management of the entire renewal process.
It has helped us streamline and evaluate our efforts throughout the customer lifecycle and effectively management their renewal process all while evaluating CS data for our internal processes and meetings.,Renewal management and forecasting.
Reporting.
Measurement of success.
Measuring KPIs and key steps in the customer lifecycle.
On- management.
As a director, it helps me oversee my team more efficiently.,Plug-ins to measure cash/payment cycles.
Reporting that goes year-over-year.,10,Customer health scores.
Customer lifecycle management.
Reporting.
Management of renewal.,Gainsight,Slack, Trello, Cyfe, Mailchimp,1 to 5 people,5Christian KuehneClientSuccess truly leads us to help in a client's success2019-07-20T23:28:49.920ZClientSuccess is the main software platform our Customer Success team utilizes. It has helped us to streamline so many of our previously inefficient account management tactics. It allows us to track our customer interactions (emails, calls, personal), renewal progress updates, understand the needs of our customers at a deeper level by using data to track our KPIs and create/keep track of to-dos to keep the customers on target.
ClientSuccess provides the tool necessary for our team to keep track of each of our accounts on an individual basis in a detailed way never before possible and allows us to stay focused and up-to-date on the over-arching customer outlook in terms of renewals and success cycles.,Renewal tracking/Reporting - in Customer Success this is one of the main KPIs of our industry & the way the software platform is designed allows us to easily present this important information to our CEO. The way the data is pulled so easily & in such a visual way allows us to share information that is very important to the company as a whole.
Tracking of Customer Interactions - having email integration, the ability to track notes of calls, etc. allows me to easily reference for future interactions. This is KEY to someone who manages 30+ accounts and keeping track of what each customer's concerns or plans are.
"Success Score" - having a way to "grade" our customers based on custom fields, embedding usage data with that score, and being able to track when customers are slipping or doing well. As customers constantly fluctuate this allows our team to be alerted of and try and stay ahead of any underlying issues.,It takes awhile to onboard everything into the platform to make it custom to your company, for instance, still working on our side to get the usage of our system piped into ClientSuccess to get that information real-time & applied to the Success Score.,9,This software has allowed us to stay better on top of our customers' needs and have led to higher renewal rates. There is no doubt there has been significant ROI from that customer retention.,1 to 5 peopleShannon KenedyClient Success Solved So Many Problems.2018-04-18T20:05:51.291ZFor our organization, we utilize Client Success across our entire Customer Success team. We use it to manage all of our current client relationships, as well as our it's analytics tools to produce documentation and reports for our investment board.
The biggest problems that Client Success solves for us is that it provides a clean, streamlined, and efficient client management system. We are able to house everything from our client contracts to their weekly or daily usage of our products.,Client Success allows our team to create the custom variables that we need to accurately describe and categorize our clients. This was something that was missing in our past tools, and it is extremely helpful for our team.
Their notification and alert system help both myself and my team stay on top of meaningful triggers and tasks. The great thing is that you are able to customize when you receive a notification, as well as who else on your team should be included.
Our company utilizes multiple contract types and income models, and Client Success has allowed us to track all of them in one location while also producing valuable reports based on each category.,There are limitations on their suite of integrations. Currently, the support channel that we use (Groove) is not an available integration, so it limits our team's ability to gain insight into support tickets without channel switching.
The reporting in Client Success is robust, but fairly rigid and doesn't allow for fully custom reporting based on certain custom variables.
There is not the ability to produce a report based on client forecasting which makes certain board facing reports more manual.,8,It has greatly reduced my required time to manage a client efficiently.
It has removed the need for three other previously used tools, in turn reducing our overhead cost.
It has allowed multiple members of our organization detailed views of client progress through the allowance of multiple users.,HubSpot CRM and Trello,Trello, HubSpot CRM, HubSpot Sales, Slack, Zoom, Typeform, Google Drive,1 to 5 peopleCameron KinneyGood software - Exactly what we need and nothing more.2018-04-25T18:11:32.670ZCurrently my team is using ClientSuccess to keep track of customer engagements, and get alerts based on actions/inactions, allowing us to:
1. Be more proactive in servicing our customers2. Get a holistic picture of account healthWe are working on running our renewals process/playbooks through ClientSuccess, while also running forecasting out of the system, too.,UI - the tool is simple and easy to use. For the most part, everything works as expected
Team - the CS and support teams are great to work with
CSM DNA - the team has a great DNA and experience in customer success, which shows in their product.,ClientSuccess could have a stronger health score capability.
ClientSuccess' success cycles do not have dates/timelines that automatically adjust so that if one timeline gets shifted, everything "should" move, but it does not.
The salesforce integration could be stronger.,8,Still to early to tell,ChurnZero and Gainsight,Zendesk, Delighted, JIRA Software,1 to 5 peopleJesse BrightmanClient Success a go!2018-04-24T17:03:53.743ZClientSuccess is leveraged by not only multiple layers within the Customer Success team, but used by product and sales teams as well. From a business perspective, it allows us to have a single snapshot of our accounts from renewals, to usage, to contacts, to zendesk tickets, etc.,Top line account usage
Customer engagement / communication tracking
Account health,Renewal management,8,Clarity on the commercial business
Automation of low touch customer renewal.,Gainsight and Totango,Zendesk, GitHub, Slack,1 to 5 peopleAdam KuzniaAffordable, robust solution for client management!2018-04-19T17:53:42.583ZWe currently use ClientSuccess to manage our private client network. We previously did not have a systematic way of tracking correspondence, engagement, or subscriptions and ClientSuccess solved all of those problems. I reached a number of products and found that this service was reasonable in cost and was very easy to implement. The whole process from introduction to up-and-running went very smoothly with the help of our efficient account manager.,Allows you to search and sort easily with filters.
Has a great "to-do" feature that lets you assign tasks to different team members.
Easily helps keep the "pulse" of your clients so you can get real-time feedback on where you are with each account.,I'd like to see the expansion of the reporting feature. The more ways to slice & dice data, the better!
I'd also like to see the integration of mass email messaging with Outlook. It's something that's in beta-form that I'm looking forward to utilizing.
Potentially integrate an accounting feature to invoice directly from the system.,10,It's allowed up to stay on top of upcoming renewals - we have a small team and Excel sheet just wasn't cutting it anymore!
We have a better idea of all the communications our team is having with each client.
Allows us to see the pulse of each account and know what we need to address right away.,,WebEx Event Center, ADP Resource, Join.me,1 to 5 peopleAshley Correll, CMPClientSuccess Newbie but so far so good2017-06-05T13:51:17.959ZWe use ClientSuccess across our CX team to track communications with our clients (via the email tool) as well as highlight key dates, deliverables, contract information, history of the account, and next steps in our Client Experience process. It's a one-stop shop that pulls in information from multiple sources to give an up-to-date snapshot of status and "temperature" for the multiple clients I manage. Not everything is automated with our systems and I would say an area that could use improvement might be data integration or key metric monitoring, but overall CS is a useful tool to centralize critical client information and actions.,"Engagement" tool that tracks emails (easy reference to current state and history for things that may otherwise get lost in inboxes)
Salesforce integration: I like that data from Salesforce is fed into my CS client page & there's a quicklink to Salesforce directly if I need more info
"MyTeam" "My Company" , etc>>Sorting capabilities allow for easily drilling down content you want to see for clients & the ability to view status in one place,Reporting>>I would love for some of my metrics for clients from the SAAS product we sell to be pulled in directly to CS. Currently I have to manually go in and add certain metrics because it doesn't seem like we have a way to connect/integrate this
Tasks>>again this is a manual process that would be great to automate in some way or set reminders to input and track tasks (perhaps this is currently available and I have not utilized it or taken the time to go through a tutorial)
Tutorials/Email reminders>>perhaps when CS sends me an email that something is missing or needs an update, they could also send the tutorial/short video references for tips, tricks, best practice of how to use that tool (I've heard the tutorials and blog are good, but I don't often go back and browse them, it would be great if these resources came in a more organic way while in the working process),7,Positive: Helping organize critical Client information, history, contacts
Positive: Tool that can work across team of people in managing projects, client experience milestones, and coverage,Haven't used or evaluated others,Google Drive, Dropbox, Slack,1 to 5 peopleStephanie WaltonTracking our Customer Journey with Client Success2016-04-12T22:02:36.284ZI use Client Success to help track and report on all activities for all of our non-solutions customers. I track key contacts, touches, zendesk support tickets, Gmail emails, specified Salesforce fields, and contracts. It is solely being used by our customer success team (currently a team of 3). The business problem it solves is simplifying key metric reporting for account health on onboarding. It acts as our SOT for the customer success team.,Key integrations including SFDC, Zendesk, and Gmail. It allows our team to have a single view of the ALL the account activities for all of our customers.
It allows us to track the "customer journey" and better understand the metrics for each segment within the journey.
Easy reporting...the reporting functionality has enabled us to set some baseline metrics for our team to improve upon over time.,I wish the contract edits were more customizable.,9,Better customer views, meaning overall health at any given period of time.
Mostly soft costs, but managing our customer journey and reporting have been key.,Totango, Gainsight and Kissmetrics,Slack, Salesforce.com, Zendesk,1 to 5 people,No,10,No,Honestly, I submitted questions at 11 PM only to find they responded immediately. These weren't even big issues, just questions, and they got back to me immediately. I've been very impressed with their support team!Cale Conry"Have Success in Customer Success with ClientSuccess"2017-05-22T15:33:43.150ZWe use Clientsuccess for several different SaaS products within our organization, and have about 5 active users. Before ClientSuccess, we had extremely limited visibility on our customer engagement - all we were able to rely on to stay on top of our customer success initiatives were Salesforce fields, activities, and manual email logging. It was so time-consuming and manual keeping track of who to reach out to, and when, as well as viewing product usage and support tickets for each customer.ClientSuccess Segments and Account pages have empowered us for those tasks, eliminating the manual Excel-sheet tracking and excessive SFDC fields. ClientSuccess Tasks and Renewals have helped us follow up with customers on schedule and keep us organized in our customer outreach and subscription management. We also have extended insight with the thorough reports that ClientSuccess offers, which is invaluable to our executive team.,ClientSuccess makes it easy for our customer success managers to manage their workflows and provides excellent visibility into our company's customer activity and engagement. We're able to log into CS and regularly check segments of our customers that need to be engaged with on a daily basis, log customer health, and be aware of approaching subscription renewals in order to pay appropriate attention to the right customers.
The user interface is easy to use, friendly in design, and quick to learn. They make it look attractive with bright color schemes without overdoing it too much.
As a customer success manager myself, I am appreciative of how this tool has kickstarted our fairly-new Customer Success department and made us much more organized and knowledgeable as a customer-facing entity.
Their customer success/support teams are excellent as well - which is to be expected. We've felt very well taken care of since we became customers of ClientSuccess.,ClientSuccess could improve their integration with Salesforce and other popular software for a more cohesive user experience.
I believe ClientSuccess could also grow in accommodating for different SaaS business models - right now the playbooks they provide are very standard and don't necessarily conform to the diversity of our organization and its various products/needs.
ClientSuccess could improve their integration with Salesforce and other popular software for a more cohesive user experience.
The performance of the tool (how quick it responds and syncs and bugs) could be improved as well - but I guess that could be said of any great software app!,10,ClientSuccess has primarily served as a time-saver, making us more efficient on managing our day-to-day engagement with customers, and this has helped us to become more productive and innovative with other projects that create more value for our customers.
I believe that ClientSuccess could provide great insight for focusing on growth and improvement on an executive level if we utilized the reporting function more frequently. Currently our team has yet take advantage of this feature.,Gainsight,Intercom, MailChimp, GoToMeeting,1 to 5 peopleVerified UserNo longer a ClientSuccess user, but liked the product overall2017-06-19T19:34:28.586ZWe utilized ClientSuccess on our customer success team. Ultimately, we stopped using ClientSuccess because we weren't able to get it completely integrated with Salesforce and needed the functionality that provided. I did not personally make that choice. Overall, my experience using ClientSuccess was pretty good. I wanted the search functionality to be improved, but it was easy to log calls and meetings. ClientSuccess was part of my regular day to day.,Easy to use and intuitive.
Support responded quickly to concerns or questions.
Dashboard had a lot of options to get the information desired.,For our team specifically, we had a hard time connecting with Salesforce for our renewal information.
Searching for particular notes from a meeting or call could be improved. Usually ended up having to just scroll back to approximate dates and select each set of notes. Often there were so many emails mixed in as well that it became difficult and timely. So they may have had it, but I didn't know how to use it properly, but the ability to filter out types of interactions when searching.,8,It was useful while we had the product, but moved away as we needed particular functionality with Salesforce that wasn't quite refined with ClientSuccess yet.,Salesforce,6 to 10 peopleVerified UserClientSuccess - Easy to use app to track happiness of many customers2017-06-05T13:52:35.006ZClientSuccess is being used by our Customer Success team. We use it to track our customers on many levels including contract size, perceived happiness, key contacts, and renewal dates. Senior management reviews and provides assistance for customers that need help. We are asked to update information about our customers at least once a month.,The product is easy to use with only a small amount of training
I like the "My Clients" view that gives a quick snapshot of all of the important information about my clients
I like how the "Pulse" functionality guides the user to give a status of the customer happiness and key reasons for that status,The Success Cycle functionality is a little cumbersome and difficult to use
The integration with Salesforce needs work. Not sure if this is a product issue or the way we implemented the product,8,ClientSuccess has given our team an easy to use tool to highlight potential churn. Our management team takes this seriously and helps out on high-risk accounts,None,Slack, Tableau Desktop, Atlassian Confluence,6 to 10 peopleVerified UserClientSuccess is a must see tool2017-05-18T16:00:46.367ZWe mostly use Client Success for our CSM team, and I'm sure who else would be interested... Maybe marketing or sales... ClientSuccess keeps all our CSMs on the same page. It keeps our team focused and our customers engaged. ClientSuccess keeps our CSMs focused and our customers engaged with our product. Growth can cause a company to lose sight of its customers' needs, Client Success puts a cork in that leak.,Everything you need in one convenient Dashboard. Something I wish SalesForce would learn.
Being able to see upsell opportunities gives our department a clear value and goal.
Simple to use, easy to explain.,More integrations. We do a lot of copying and pasting to various task managers, CRMs, emails, and marketing platforms.
Reporting can feel limited at times, but we make up for it using other tools and spreadsheets in office.
Seems a little slow at times, but it could be our customer volume.,10,Has increased upsells by a huge amount (I don't know the % off hand).
Churn was reduced by about 5%.
Customer satisfaction is through the roof.,Intercom, ToTango and Woopra,Woopra, Intercom, Totango,11 to 25 peopleVerified UserCS Review2017-06-07T20:29:17.413ZOver the past 2 yrs, our Client Strategy team has been using ClientSuccess help capture the health of our customers. I believe CS does a good job of reducing churn and help drive adoption/engagement.,Customer journey - ClientSuccess helps visualize where a customer is in the customer journey.
Very easy to use.
Good salesforce integration.,Reporting limitations
Slow to update information from Salesforce.,8,Reduced churn.,Salesforce Analytics Cloud, HubSpot, Trello,11 to 25 peopleVerified User
Unspecified
ClientSuccess
22 Ratings
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