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CustomerSuccessBox

CustomerSuccessBox

Overview

What is CustomerSuccessBox?

What is CustomerSuccessBox?An AI-powered customer success platform for B2B SaaS that provides actionable insights to drive customer success. Backed with $1 Million in March 2018 by pi Ventures and Axilor Ventures, CustomerSuccessBox was built from a clear need for a…

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Recent Reviews

TrustRadius Insights

CustomerSuccessBox is a versatile tool that is used company-wide, extending beyond the customer success department to account management …
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All in one insights

10 out of 10
August 26, 2021
CSB is being used for tracking tasks and important implementations for all our clients.
It's solving the problem of creating multiple …
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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 14 features
  • Customer segmentation (15)
    9.5
    95%
  • Dashboards (15)
    9.3
    93%
  • Product usage (15)
    9.3
    93%
  • Customer profiles (14)
    9.0
    90%
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Pricing

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What is CustomerSuccessBox?

What is CustomerSuccessBox? An AI-powered customer success platform for B2B SaaS that provides actionable insights to drive customer success. Backed with $1 Million in March 2018 by pi Ventures and Axilor Ventures, CustomerSuccessBox was built from a clear need for a…

Entry-level set up fee?

  • $499 per user
    Required
For the latest information on pricing, visithttps://customersuccessbox.com/pricing

Offerings

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

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Features

Platform & Infrastructure

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

8.5
Avg 8.6

Customer Data Extraction / Integration

Customer data extraction / integration

9.4
Avg 8.7

Customer Success Management

Customer Success Management

9
Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

8.8
Avg 8.2
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Product Details

What is CustomerSuccessBox?

What is CustomerSuccessBox?

An AI-powered customer success platform for B2B SaaS that provides actionable insights to drive customer success. Backed with $1 Million in March 2018 by pi Ventures and Axilor Ventures, CustomerSuccessBox was built from a clear need for a solution that could deliver ‘proactive’ customer success. Customer Success tracks product adoption to understand customer onboarding, product adoption, usage analysis, and calculating customer health scores.


CustomerSuccessBox provides AI-generated proactive recommendations for CSMs to drive retention by learning and analyzing historical data. It enables success managers to deliver a consistent customer onboarding experience, improve retention, drive upsell and improve monthly recurring revenue (MRR) and lifetime value (LTV) for SaaS businesses. CustomerSuccessBox processes millions of activities from 250,000 plus end users every week. It is built to handle 2,200 events/second to give you the real picture of the customer account health. CustomerSuccessBox’s clientele includes global clients like LeadSquared, Raken, Locus, and Headset.


CustomerSuccessBox Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Billing

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • Supported: Customer profiles
  • Supported: Automated workflow
  • 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

Platform & Infrastructure Features

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

CustomerSuccessBox Screenshots

Screenshot of 360 Degree View 

A fully integrated customer success platform that connects with your CRM, Helpdesks, Billing system, customer engagement system, and even your homegrown systems to provide customer success managers a complete 360-degree view of each account.Screenshot of Actionable Platform

No more juggling between tools, get all customer communication in one place. You get the ability to send emails, make calls and manage tasks from inside the customer success platform. CSMs take preemptive measures to engage with accounts with average or poor health.Screenshot of Segmentation

Customer Segmentation is done based on revenue generated/MRR (Enterprise-Mid market-SMBs or Tier 1-Tier 2-Tier3), location (US, Asia, EMEA, ANZ, etc), Product used or plans opted for, etc.Screenshot of Playbooks 

Time-bound playbooks are created to manage tasks to onboard, increase product adoption, renewals, and upsells.  Playbooks help in creating an Ideal Customer Journey along with various Tasks, Outcomes & Milestones

CustomerSuccessBox Video

CustomerSuccessBox Technical Details

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

Frequently Asked Questions

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

Reviewers rate Help desk / support tickets and Automated workflow and Customer segmentation highest, with a score of 9.5.

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

CustomerSuccessBox Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)90%
Enterprises (more than 500 employees)10%
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Comparisons

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Reviews and Ratings

(15)

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!

CustomerSuccessBox is a versatile tool that is used company-wide, extending beyond the customer success department to account management and marketing teams. Account managers rely on CustomerSuccessBox to gain a comprehensive view of existing accounts and identify potential threats. By analyzing data within the software, these teams can easily find referenceable customers and users, which is valuable for marketing initiatives. The software has been integrated into the organization's workflow for almost a year, serving as a reliable platform to manage client and relationship data across teams.

CustomerSuccessBox has proven to be an invaluable tool for managing, analyzing, and visualizing account health and relationships. It offers insightful data that enables teams to create successful strategies and make informed decisions. With features like event tracking, email management, note-taking, task management, and risk analysis throughout the customer lifecycle, CustomerSuccessBox streamlines processes and ensures key tasks are completed at each stage through its Playbooks feature.

The software has become the single source of truth for the Customer Success Team. Its dashboard provides a holistic view of different account portfolios, allowing teams to customize it according to their business needs. This flexibility aids decision-making processes significantly. Additionally, setting up automated alerts for important milestones ensures proactive engagement with customers. Integration with other tools further enhances productivity by automating workflows and providing valuable business insights.

Leveraging its data-driven AI feature called Sheldon [ai], CustomerSuccessBox provides recommendations for decision-making based on product engagement data. By managing the portfolio of each customer success manager and predicting client behavior, CustomerSuccessBox enables teams to identify potential clients as well as dormant ones, facilitating upselling opportunities and churn prediction.

Apart from its role in customer success management, CustomerSuccessBox proves useful for sales and customer support teams as well. Sales teams utilize the software to identify software adoption levels, track customer tickets in real-time, and promptly resolve any issues that may arise. Meanwhile, customer support teams rely on CustomerSuccessBox to plan their day effectively, minimize churn risk, bridge the gap between users and clients, and manage renewal and pending invoices.

For all teams involved, CustomerSuccessBox offers user-level data that enhances product visibility and helps foster strong relationships with clients. By providing a detailed perspective and seamlessly linking emails and texts, the software ensures day-to-day work is productive and analytical. Overall, CustomerSuccessBox serves as a comprehensive solution for customer lifecycle tracking, enabling companies to drive product adoption, reduce churn, improve customer retention, and ultimately achieve greater success in their business endeavors.

Users commonly recommend the product for efficiently managing accounts, tracking employee performance, and engaging with customers. They suggest familiarizing oneself with the tool to effortlessly handle a large number of accounts. Users highly recommend using it to monitor user experience and enhance customer retention. Furthermore, they find it valuable for managing proactive risks and scaling up teams. Users highly recommend it for effectively managing customer accounts and suggest it particularly for new users of customer success technology, as it provides personalized support and best practices. The product is also recommended for streamlining CS operations, especially for companies with over 200 customers. Additionally, users suggest utilizing it to integrate marketing and customer success functions, specifically for executing advocacy campaigns. Lastly, it is recommended for automating email communication with existing customers and assessing relationship health.

Attribute Ratings

Reviews

(1-15 of 15)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Integrations with other softwares very easy
  • Email sync possible so all the tickets and trail mail can be taken at one place
  • The reports UI is very simple and interactive
  • Customer support is very quick
  • At first, difficult to navigate in the software
  • Change of customer support members.
  • Adoption took a little more time than expected. ~ 45 days
Abhiraj Malhotra | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Standardize customer success processes internally
  • Track and keep a check on product adoption/feature usage
  • Standardizing onboarding process
  • A feature to comment on tasks so that team members can collaborate on them and close them faster with more context.
Pushpendra Pal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
  • Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
  • They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.
  • Health aggregation delay can be improved.
  • Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
  • Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.
Gajanan Sonune | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • It helps my team see the health of customers well.
  • As a marketing person, we have automated emails sent to our successful customers for a case study and I am able to manage that with CustomerSuccessBox.
  • It's been used by the entire company across multiple departments like customer success, account management, customer support, and customer marketing.
  • Due to our large number of customers, sometimes it takes time to load.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • All-in-one workstation.
  • Product usage reports and analytics.
  • Task management.
  • Quick add logs/tasks directly from the account page, this will save a lot of loading time and effort.
  • Software load speed.
Sachin Agarwal | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Provides product adoption and client relationship metrics on Account level.
  • Provides options for customizable dashboards.
  • Automated alerts based on set criteria.
  • Sheldon [ai] recommendations.
  • Quick support
  • Adding more metrics for relationship segment on account level.
  • 3rd Party Integration as per use case or requirement.
  • Can improve font size of menu bar, it sometimes strains eyes.
Shweta Dubey | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • Managing tasks and follow-ups
  • Email sync feature is amazing
  • Multiple options while logging a meeting, an internal discussion, a demo scheduled,
  • or KT, etc.
  • Sometimes experienced slowness
  • Can't open and work on multiple windows as it hangs
Mridul Agrawal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Helps in managing a daily task list for customer success managers.
  • Proactive alerts on tracking important Client KPIs.
  • Playbook option which helps manage projects for clients.
  • Task list can have a sub tasks option to create a much more detailed view of each task.
August 17, 2021

Amazing software

Akshay Jangra | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Analzse product adoption for various customers throughout
  • Tasks creation and notifications so as to make work more productive
  • Liaison with various teams on a single interface so as to save time and provide more ease.
  • Interface can be improved a bit
  • Sometimes it is a bit slower
  • More thorough reports could be more useful, though they already provide a lot of reports and dashboards to work upon
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