Skip to main content



What is Custify?

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,…

Read more
Recent Reviews

TrustRadius Insights

Custify has proven to be a valuable tool for customer success teams, providing a more data-driven approach to onboarding and tracking user …
Continue reading

Finally something that helps

10 out of 10
March 10, 2020
A lot of customer success products have great offerings, but it's rare to find a platform that gives you all of a client's health scores …
Continue reading

A great software

10 out of 10
October 07, 2019
Custify has been a key player in helping us reduce churn and increase upsells. But it all really started with their concierge onboarding. …
Continue reading

Love it!

10 out of 10
September 20, 2019
We've been using Custify to increase our conversion from free users to paying customers. We've been able to significantly improve our …
Continue reading
Read all reviews

Popular Features

View all 15 features
  • Product usage (11)
  • API (11)
  • Customer profiles (11)
  • Role-based user permissions (11)
Return to navigation


View all pricing

What is Custify?

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…

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visit


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

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

2 people also want pricing

Alternatives Pricing

What is Intercom?

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

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…

Return to navigation



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

Avg 9.0

Platform & Infrastructure

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

Avg 8.7

Customer Data Extraction / Integration

Customer data extraction / integration

Avg 8.8

Customer Success Management

Customer Success Management

Avg 8.5

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

Avg 8.4
Return to navigation

Product Details

What is Custify?

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 success KPIs and client interactions are displayed in its dashboard. Custify also identifies clients that get stuck during onboarding, those whose trial is about to expire, and those whose usage has decreased. This lets customer success managers reach out proactively and efficiently. It has a sophisticated automation engine built in for low-touch workflows, as well.

  • Customer 360 view: No more spreadsheets. Get all the customer data from a CRM, support, billing, and other systems in one place.

  • Growth: Automatically identify growth, renewal, and upsell opportunities.

  • Tasks and Alerts: Get notified when a customer is stuck in onboarding, at risk of churning, or due to renew.

  • Customer Health: Identify at-risk customers and reduce unwanted churn. Track KPIs and define health scores.

  • Automation: Create playbooks and automate workflows to focus on white-glove tasks.

  • Customer Lifecycle: Understand product adoption and increase customer satisfaction during onboarding. Then encourage customers to renew their contracts and become advocates.

Custify Features

Customer Data Extraction / Integration Features

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

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: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with

Custify Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

Custify Videos

Find out how ChartMogul's Ingmar Zahorsky uses Custify to automate customer success health scoring, and build sophisticated proactive processes. As a result they have successfully scaled they CS team's activities and have significatively improved their renewal and lifecycle activities.
Find out how Monograph's Ailyn Mendoza and Giovanni Gomez used Custify to extract valuable insights about their customers' struggles during the implementation journey and how they've used those insights to better assist clients in understanding the product.
See how Philippe Swamy and his team at Kiflo have streamlined their onboarding process and increased the number of clients with better results and without adding new staff, simply by using Custify 🚀

Custify Technical Details

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

Frequently Asked Questions

ChurnZero, Planhat, and Get Amity (discontinued) are common alternatives for Custify.

Reviewers rate Product usage and Automated workflow and Customer health scoring highest, with a score of 9.

The most common users of Custify are from Small Businesses (1-50 employees).

Custify Customer Size Distribution

Small Businesses (1-50 employees)50%
Mid-Size Companies (51-500 employees)30%
Enterprises (more than 500 employees)20%
Return to navigation


View all alternatives
Return to navigation

Reviews and Ratings


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!

Custify has proven to be a valuable tool for customer success teams, providing a more data-driven approach to onboarding and tracking user behavior. According to users, the software has significantly improved the onboarding process by enabling automatic workflows that help users adopt the product and increase their likelihood of staying after the trial ends. It also serves as a CRM and analytics tool, allowing for the breakdown of analytics by manager and tracking product usage by manager. This has increased efficiency in serving clients and streamlined customer success operations by identifying trigger points and milestones in the customer journey. Additionally, Custify provides valuable data on user behavior, optimizing the onboarding flow. Users have praised its ability to consolidate data from multiple systems, simplifying customer success operations and offering a deep analysis and quick overview of account health. The software creates tasks for the customer service team, such as reaching out to clients who are not yet getting enough value from the solution, upselling highly successful clients, and increasing conversion for those who have finished onboarding but haven't launched.

Integrating with Intercom for live chat, Custify enables proactive outreach by the customer success team. Customers have reported that it has been instrumental in reducing churn and increasing upsells. The concierge onboarding provided by Custify's founders has also been helpful in setting up and integrating the software effectively. The whole organization, from sales to product development, uses Custify, making it a comprehensive tool for daily operations. Churn management is made easier with features like segment creation, health score tracking, 360-customer views, and playbooks. Additionally, both customer success and sales teams rely on Custify for managing their activities in one place. Users have appreciated Custify's support during onboarding and ongoing use of the platform. The software offers a realistic view of data points and facilitates brainstorming for improvement. With its ability to combine automated workflows for most clients with personalized treatment for key accounts, Custify is highly regarded for its flexibility. It seamlessly integrates with existing tools and has a fast deployment process, allowing for easy importation of customer data. Overall, Custify provides robust features for making data-based decisions and eliminating guesswork, making it an indispensable tool for customer success teams.

Well-organized and easy-to-navigate dashboards: Reviewers have praised the software for its well-organized analytics and customer properties dashboards, which are easy to navigate. This feature has been mentioned by several users as a standout aspect of the software.

Good automation features with integration capabilities: Many reviewers appreciate the software's good automation features and its ability to integrate with other tools. This functionality has been highlighted by multiple users as a key strength of the software.

360-degree view of customer accounts: Users have expressed satisfaction with the software's 360-degree view of customer accounts, which includes tracking health scores, usage trends, and adoption rates. Multiple reviewers have found this comprehensive view of customer data to be valuable in managing their relationships effectively.

Steep Learning Curve: Several users have found that learning the software took more time than expected, indicating a steep learning curve. They mentioned that while the interface is easy to use, there are numerous features and possibilities that require time to fully understand.

Need for Simplified Dashboard: Some users expressed a desire for a more simplified dashboard and additional metrics. They mentioned that although the interface is user-friendly, they would prefer a streamlined view with fewer options to avoid feeling overwhelmed.

Lack of Global Revenue Dashboard: A common concern among users is the absence of a global revenue dashboard to track overall revenue. They emphasized the importance of this feature and mentioned that the software currently lacks it, which hinders their ability to gain insights into their business performance at a glance.

Users recommend Custify for its easy customization, automation of playbooks, and metric management. They suggest trying Custify to experience how it simplifies work. Another common recommendation is to do a proper implementation with the Custify team and bring in multiple sources of data. Users advise maintaining a transparent relationship with the dedicated customer success manager and utilizing Custify for marketing use cases as well. They also suggest adopting Custify and learning the Custify API and JavaScript snippet. Additionally, users recommend participating in product trainings and reaching out to the Custify team for assistance. They advise contacting the Custify team for any issues and taking time to learn the software and its UI. Another suggestion is to demo Custify to other departments and praise its ability to keep everyone in sync on customer activities.

Attribute Ratings


(1-11 of 11)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Custify is used as our CRM and for tracking analytics on our customers for quarterly reviews. They help assign accounts to managers, keep track of health scores, and allow us to break down analytics by manager. We also use it for tracking product usage by manager and in a variety of ways
  • analytics
  • customer properties
  • dashboards
  • ensuring data is syncing correctly
  • bulk operations
  • more properties
Custify is great for smaller companies wanting to manage their customer information. It's great for low scale analytics and management for account managers. I would not recommend it for larger companies as it will have some limitations and require some hand holding. If you have customer success managers, it's definitely worth it!
Score 10 out of 10
Vetted Review
Verified User
Both our customer success and our sales teams use Custify every day. We now have a clear view of our user base. We use segments and health scores based on product lifecycle stage, plan and risk of churn. Their support is top-notch and helped us onboard each of our team-members.
We started looking for a tool to help our customer success dept target and manage their activity separately and more effectively. We ended up with a tool that has a much wider appeal since our sales and support staff use it when they want to see everything about a client in one place, like discussions, tickets, previous offers we made, plan history, who talked to them last, etc.
  • Excellent segmentation features.
  • Tasks and alerts functionality.
  • Excellent support.
  • Customer overview.
  • Learning the UI takes some time.
  • Dashboard is not so great. Needs more metrics.
  • Emailing reports would help.

Custify saves our teams time as all customer info is in one place. Managers easily see activity by team member, so we get an overview of tasks. Automation features help with our onboarding flow.
If you have multiple pricing plans and use different KPIs per plans this tool would help. Also if you have depts that each may have contact with a user, it would really help to have all client info in one place.

Nemanja Klajic | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Custify is definitely used by the whole organization, from sales to product development. The biggest problem we use Custify for is churn management. We love that we can create a segment and use those created segments to keep track of absolutely anything. We can now look at the health scores of the accounts, 360 customer views, create playbooks, and much more, all in one system.
  • Playbooks
  • Health scores
  • Lifecycle
  • Custom tracking
  • Reporting: in development.
It's a well-rounded software. They are best suited for SAAS companies looking to improve their Customer Success and Support services. Implementation is easy enough and the onboarding process is very personal. Their support is great and they are very receptive of feature recommendations. All in all, a great service for any SAAS company.
Maria-Mirabela Ganta | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Greater efficiency both in serving clients and in our own CS operations. The software identifies trigger points and milestones customers go through, and it lets us know when to reach out to them. It also gives us a lot of data on how our users do in our software and helps us optimize our onboarding flow.

  • Well organized data.
  • Good automation features also used with integration with other software.
  • Global Revenue and a more simple dashboard.

Making decisions on whether to upsell or cross-sell. Setting KPIs and optimizing on boarding flow by each step.

Score 10 out of 10
Vetted Review
Verified User
A lot of customer success products have great offerings, but it's rare to find a platform that gives you all of a client's health scores and lifecycles on one screen. You can see as many as you want. We're a team of optimists, so it's very easy for us to get caught up on the data points that do work in our favor, but this helped us get a more realistic view in a much simpler, less triggering way, and our whole team has come together to brainstorm ways to improve what wasn't working, which is now a much simpler process than it was before.
  • As many health scores as you want per account on one screen.
  • As many lifecycles as you want per account on one screen.
  • Lots of health history information per client on one screen.
  • Very easy usage for team collaboration.
  • Missing a global revenue dashboard.
This is a good product for teams that are willing to look at reality in the eye and then do something about it. Don't use it as an opportunity for a blame game, but rather come together as a team and get stuff done. This is a really good product, and it's been getting better, with better features, in the time we've used it. Our team loves it and we're seeing important revenue contributions to the organization now that we started implementing the game plan we developed based on the data.
Score 10 out of 10
Vetted Review
Verified User

Custify lets us combine automated work for the majority of our client base, and white glove treatment for our key accounts. Their workflows let us combine automated, segmented messages based on many elements, from client type, through industry, to company size, subscription type and lifecycle stage.

  • 360 degree view of every account's health.
  • The automation engine. They call it "Playbooks", and it's still in beta and already quite robust. We made some requests for our unique case. Hope they implement them.
  • A global revenue dashboard is very much needed.

Making decisions about who and how to call is very easy now. We thought we would get some value just from the automation and the reports but we get a lot more value through its other features. It also lets us incorporate notifications for our own team in the workflows, to make sure they're on top of our most valuable accounts, and provide our secondary accounts with special treatment.

Score 10 out of 10
Vetted Review
Verified User
Integrates with all the tools we're already using. One of the fastest deployments I've seen. We imported our customers in 10 minutes. You can import anything from marketing data to billing information. It's a surprisingly robust product, and it gives you everything you need to make actual data-based decisions. I felt like we were partially working on guesswork before, and it drove me nuts, so I'm very pleased with this choice.
  • Fast integrations with practically every software you can think of.
  • So much data and it is so well organized. It’s easy to access exactly the data you need.
  • There was a problem integrating our CRM at first, and to be honest, I almost switched to another product because it's a big deal for us, but they got it worked out significantly faster than any of us guessed it would take, so we stayed, and I'm glad it worked out.
  • The main data point still missing is global revenue. I reached out and they said it's in the works. The software is making us money, so we're staying and hope this works out as fast as the CRM issue.

From my point and my experience, I recommend this product to a team that's willing to spend time digging into data. This software makes it very easy, the easiest I've seen, but you've got to be willing to dig into what it offers you, and then you've got to be willing to take action with what you find.

alex Ne gru | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Custify to simplify our CSM operations. We have a motivated team that wants to take action, not spend all day filling out information in spreadsheets, so this software helps us do that. We get all the data from an abundance of systems in one place, that everyone has access to, so it's very easy to collaborate, and it's the simplest way I've found to get both a deep analysis and a quick overview of the health of our accounts in one place.
  • 360 degree view of anything that has to do with a single account, including health score history across many elements, all the lifecycles of that account, different usage and adoption trends on multiple users in the same account, and more.
  • Getting multiple health scores and trends on one screen.
  • Custify is not perfect for our business model as we have many customized cases, but it's the best one I've found and the team has been kind enough to help us integrate everything.
I recommend it for growing teams that see their operations getting more complex, because this will simplify it for you. [I] Especially recommend it if you have many balls in the air for each account. Since we started using this software, it hasn't felt as difficult to keep all these balls in the air anymore.
Oliver Auerbach | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Our Custify is creating tasks for our customer service team. We have several use cases, but the main ones are to call clients that:

- are on a paid plan but don't yet get enough value from our solution (reduce churn risk).
- are highly successful (upsell).
- finished onboarding but haven't quite launched (increase conversion to live).

We use Intercom for live chat. Custiy is a great addition too, so our CS team can proactively outreach.
  • Concierge onboarding: they actually went through our application, truly understood the use case of our own offering, and created a document which I could simply forward to our engineering team to send the right data to Custify.
  • We can configure our own health scores. This means when a customer service member views a client they can see in a very visual way how far the customer is along in terms of onboarding, success, and paid services. This saves a lot of time because we don't need to go back and forth between our own application and Cusitify.
  • API integration. This means everything happens automatically. For example, if the task was to upsell and the client self-purchased, in the moment of the purchase the task gets automatically closed so the SC team always sees only the open tasks.
  • Great usability in the day to day work for the CS team.
  • It would be nice to have a monthly summary via email, at least for key accounts, so I don't have to log in anymore.
Custify can not be used for live chat, insted it's an addition to your live chat solution.

There are many possibilities on how to use Custify but in general it can best be used for:
- Viewing which clients are stuck in onboarding
- You want to upsell to successful clients
- You want to make sure you convert clients better to paid plans or make them do certain actions which are related with your success KPIs.

Once configured your CS team can reach out via phone or email (email automation is also possible).
October 07, 2019

A great software

Răzvan Vișan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Custify has been a key player in helping us reduce churn and increase upsells. But it all really started with their concierge onboarding. We got access to Philipp and Thomas, the founders, who talked to us about our goals and gave us fresh ideas we hadn't considered. Then, their team did most of the setting up and integration for us and helped our developers a lot with what was left.
  • They have the nicest, most professional team. They'll answer any question anyone on your team has.
  • The software is incredible! I haven't seen another platform with so much action-oriented customer data and task management options wrapped into one.
  • No cons from us. Everyone on the team is very happy we went with Custify.
We like the flexible workflows you can customize by customer segment and the automation. You see multiple health scores, not to mention health trends, on one screen. The task manager helps you manage your team and keep them focused.
September 20, 2019

Love it!

Georgiana Florea | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We've been using Custify to increase our conversion from free users to paying customers. We've been able to significantly improve our onboarding process, and keep a much more data-driven eye on how teams use the product during free trial, if they use it during the free trial at all, and turn the data into automatic workflows that check in with them, help them adopt the product, and increase their likelihood to stick around once the trial ends.
  • We get notifications when a customer's usage goes down, so we can check in and get them engaged again.
  • We can see how many of their team members use our product and set automatic workflows to make sure the rest gets on board before the trial ends.
  • It's easy to identify hot prospects that are ready to convert, to make sure we don't miss opportunities.
  • My biggest surprise was that we needed to dedicate more time than I thought at the beginning to learn the software more deeply. The interface is the easiest I've used, but there are just many possibilities this software opened up for us, and we wanted to make sure we're familiar with them.
Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.
Return to navigation