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ClientSuccess

ClientSuccess

Overview

What is ClientSuccess?

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…

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Recent Reviews

TrustRadius Insights

Client Success is a versatile software solution that aids organizations in managing client relationships and tracking customer activities. …
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CS Review

8 out of 10
June 07, 2017
Incentivized
Over the past 2 yrs, our Client Strategy team has been using ClientSuccess help capture the health of our customers. I believe CS does a …
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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

Popular Features

View all 18 features
  • Customer profiles (17)
    9.0
    90%
  • Dashboards (17)
    9.0
    90%
  • Customer health scoring (17)
    9.0
    90%
  • Automated workflow (17)
    8.9
    89%
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Pricing

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N/A
Unavailable

What is ClientSuccess?

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…

Entry-level set up fee?

  • No setup fee

Offerings

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

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Alternatives Pricing

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…

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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Product Demos

ClientSuccess - Engagement - All in One Place

YouTube
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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.

8.2
Avg 8.6

Platform & Infrastructure

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

8.4
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

8.9
Avg 8.6

Customer Success Management

Customer Success Management

8.6
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

8.4
Avg 8.1
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Product Details

What is ClientSuccess?

ClientSuccess is a customer success growth platform built to help SaaS companies build a culture of customer success across their entire company. They vendor states they help customer success teams to better onboard, adopt, retain, and grow their customers. They present ClientSuccess as a one-stop-shop for everything a customer success team needs in order to do their job effectively - from new to renew. Further, they state they are the trusted source of customer insights and analytics for the Executive Team and the Board.

Important customer success challenges they target include:

  • Data Consolidation: Most CSMs log into 4-8 apps in order to stay up-to-date with customers, we bring all the key data into a single pane of glass so your CS teams have everything they need at their fingertips.
  • Lifecycle Management: Document all the key moments in the customer journey and ensure your team delivers them seamlessly.
  • Customer Health Tracking: Give your CSMs and leadership team detailed insights into customer health and alert key people when things are going wrong.
  • Revenue Management: Manage all your renewals, cross- & up-sells in one place and provide accurate forecasts layered with contextual customer data.
  • Detailed Customer Reporting: Deliver contextual insights all the way from the front line, to the C Suite, and the board with detailed, health, revenue, and lifecycle reporting.

ClientSuccess Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • 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

ClientSuccess Video

ClientSuccess Success Cycle™ helps your customer success team build and execute proactive customer success strategies. You can throw away disparate systems and spreadsheets to manage all you customer journeys from one place which gives your team actionable insights to retain ...
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ClientSuccess Competitors

ClientSuccess Technical Details

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

Frequently Asked Questions

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 Executives, they deliver analytics, metrics and reports to provide a comprehensive view of the health of a SaaS business.

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

Reviewers rate API highest, with a score of 10.

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

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Reviews and Ratings

(34)

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!

Client Success is a versatile software solution that aids organizations in managing client relationships and tracking customer activities. With its user-friendly interface and robust features, users rely on Client Success to streamline their customer success efforts, track key performance indicators, and measure account success. This platform has been praised for helping teams become more proactive in servicing customers and providing a holistic picture of account health. By leveraging Client Success, multiple teams, including customer success, product, and sales teams, can have a single snapshot of accounts, enabling them to stay organized and prioritize work effectively.

One of the prominent use cases of Client Success is solving the problem of tracking correspondence, engagement, and subscriptions in a systematic way. Users appreciate how this software centralizes critical client information and actions, providing an up-to-date snapshot of account status. This not only helps maintain accountability but also systematizes processes and allows teams to foresee any risks impacting the network's membership. Moreover, Client Success increases productivity through email automation, alerts/actions, and engagement, making it an invaluable training tool for new hires.

Another key use case of Client Success revolves around effective customer management. Users rely on this software to manage and stay on top of client interactions, concerns, and contract details. The platform streamlines account management tactics by tracking customer interactions and providing valuable insights through data analysis. By eliminating manual tracking and offering visibility into customer engagement and success initiatives, Client Success empowers teams to follow up with customers more efficiently while staying organized in their outreach efforts.

Furthermore, Client Success assists in identifying healthy clients based on various health metrics such as contract size, perceived happiness, key contacts, and renewal dates. This provides senior management with valuable assistance in decision-making processes related to customer retention strategies. Additionally, users have found that the software keeps customer success teams focused and customers engaged with the product.

While some users have reported integration issues with Salesforce that led them to stop using Client Success, overall, the experience has been positive. The software effectively captures the health of customers, reduces churn, and drives adoption and engagement. With its reasonable pricing, easy implementation, and smooth onboarding process, Client Success proves to be a valuable asset for organizations seeking to enhance their client relationships and optimize customer success efforts.

Simple and Easy-to-Use Interface: Many users have found the user interface of Client Success to be simple and easy to use, with a friendly design that was quickly learned. This has been appreciated by several reviewers who mentioned how they were able to navigate the platform without much difficulty.

Effective Customer Success Support: Several users have had positive experiences working with the customer success and support teams of Client Success. They have appreciated the prompt response of the customer service team in addressing any questions or challenges faced during the onboarding process. This has helped users feel supported and confident in their use of the software.

Comprehensive Solution for Client Management: Users have praised Client Success for providing a comprehensive solution for managing clients. The platform offers features such as email automation, pulse collection, automated emails and rules, and a Success Score feature that helps grade customers based on custom fields and usage data. These functionalities have allowed users to easily track client progress, prevent churn, and identify upsell opportunities all within one convenient dashboard.

Limitations on Integrations: Some users have mentioned limitations with regard to integrations in ClientSuccess. One specific integration that users have pointed out as missing is their support channel, Groove. This limitation can be a drawback for those who heavily rely on Groove for customer support management and would like it seamlessly integrated into ClientSuccess.

Rigid Reporting in Client Success: Reviewers express frustration with the reporting functionality in Client Success. While they acknowledge that it is robust, they find it fairly rigid and lacking in flexibility. Users are unable to fully customize reports based on certain custom variables, which limits their ability to extract specific insights and metrics from the system.

Lack of Forecasting Report: Several users have noted that there is no client forecasting report available in ClientSuccess. This absence makes generating board-facing reports more manual and time-consuming. Users would prefer a built-in feature that allows them to easily analyze and present client forecasts within the platform.

Users commonly recommend the following when using Clientsuccess:

  • Use it as the main information hub on clients and to track and manage a book of clients.
  • Talk through main goals with a representative before launching and have good organization skills to keep track of contract deadlines.
  • Connect with the team at CS early and often to help influence the product.
  • Ensure smooth integrations and set up the revenue hub.
  • Have a solid understanding of your use case before implementing.
  • Adopt Clientsuccess as much as possible to get value out of the product.
  • Consider it a great CRM platform, especially for managing a low number of high-touch clients.
  • Know where your data lives and how to get it into the system.
  • Appreciate that Clientsuccess has the basics down.

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
Cale Conry | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I 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.
I feel, at this time, ClientSuccess may be suitable for a smaller organization, such as my company, Cloud Elements.
Customer Data Extraction / Integration (2)
50%
5.0
Product usage
N/A
N/A
Help desk / support tickets
100%
10.0
Customer Success Management (7)
77.14285714285714%
7.7
NPS surveys
N/A
N/A
Sponsor tracking
100%
10.0
Customer profiles
80%
8.0
Automated workflow
90%
9.0
Internal collaboration
100%
10.0
Customer health scoring
70%
7.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
67.5%
6.8
Customer health trends
80%
8.0
Engagement analytics
100%
10.0
Revenue forecasting
N/A
N/A
Dashboards
90%
9.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (4)
45%
4.5
API
80%
8.0
Integration with Salesforce.com
100%
10.0
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
  • 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.
Honestly just saw product demos, didn't evaluate hands-on. For our use case, the price point was MUCH more accommodating.
No
Not sure if it's offered, but I've never needed it. They use an IM tool and are always super responsive, not matter the time of day...or night!
They are SUPER responsive...even for late night inquiries.
No
It was resolved in a timely fashion.
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!
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