Skip to main content
TrustRadius
Freshsuccess

Freshsuccess
Formerly Natero

Overview

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,…

Read more
Recent Reviews

It could be better

1 out of 10
June 19, 2017
Incentivized
Natero is currently being used within my customer success department at a software as a service company. It is not being used at the whole …
Continue reading
Read all reviews

Popular Features

View all 18 features
  • Product usage (6)
    8.1
    81%
  • Customer health scoring (6)
    8.1
    81%
  • Automated workflow (6)
    8.0
    80%
  • Integration with Salesforce.com (6)
    7.2
    72%
Return to navigation

Pricing

View all pricing

Estate

$79 billed annually

Cloud
per month per user

Estate

$95 billed monthly

Cloud
per month per user

Forest

$129 billed annually

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.freshworks.com/customer…

Offerings

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

Starting price (does not include set up fee)

  • $79 per month
Return to navigation

Product Demos

Freshsuccess Demo - What is Freshsuccess

YouTube
Return to navigation

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.

10
Avg 8.6

Platform & Infrastructure

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

7.1
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

8.6
Avg 8.6

Customer Success Management

Customer Success Management

7.1
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.4
Avg 8.1
Return to navigation

Product Details

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, meetings, support tickets, billing history, and product usage, in one place.
  • Predictive Alerts - Predict which customers are likely to churn, convert, or expand their business.
  • Health Scores - Monitor customer health based on in-app usage, custom KPIs, CSM scores, support tickets, and NPS.
  • Workflows & Playbooks - Drive Customer Success processes for Onboarding, Business Reviews, Risk Mitigation, and Renewals.
  • Targeted Emails - Send timely and relevant emails to the right customers using automatic triggers or segmented lists.
  • Dashboards - See critical metrics like Churn, Lifetime Value (LTV), product adoption, financial health or create custom views.
  • Reporting - Explore customer data and spot trends over time using a point-and-click report builder.
  • Segmentation - Create dynamic lists of accounts and users for in-depth analysis, comparison, or customer outreach.
Freshsuccess combines predictive analytics, customer intelligence, and workflow management in a unified platform. The vendor says this data-driven approach enables B2B software providers to proactively manage Customer Success and maximize customer lifetime value.

Freshsuccess Features

Customer Data Extraction / Integration Features

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

Customer Success Management Features

  • 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 Salesforce.com

Additional Features

  • Supported: Machine Learning
  • Supported: Team Performance Analysis
  • Supported: Single Sign On (SSO)

Freshsuccess Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of

Freshsuccess Competitors

Freshsuccess Technical Details

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

Frequently Asked Questions

Freshsuccess starts at $79.

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

Reviewers rate Role-based user permissions highest, with a score of 10.

The most common users of Freshsuccess are from Mid-sized Companies (51-1,000 employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(14)

Reviews

(1-6 of 6)
Companies can't remove reviews or game the system. Here's why
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Natero has saved us a lot of time, and being able to track what is happening with our clients is extremely helpful.
  • Being able to push data back into salesforce in terms of engagements is helpful so the sales team can stay informed.
Garrett Genest | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Once you have some data behind you, you can get a real-time health score of your accounts, giving you great insights into which accounts need a little extra TLC and which ones are your champion users.
  • Consolidation of all CES software and processes into a single platform to save time and provide additional efficiencies.
  • Automation of playbooks, emails, and workflows save the support team tons of time and prevents things from falling in the cracks. We've set up quarterly reminders to follow-up with accounts which no longer needs to be manually set up.
June 19, 2017

It could be better

Score 1 out of 10
Vetted Review
Verified User
Incentivized
  • It's made my job harder.
  • It's made it harder to update my customer's information.
  • It's made me spend more time deleting information to satisfy the character limit.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Account health is easy for leadership to review and get details on, without having to reach out to each CSM.
  • Natero leaves a lot to be desired from a project management perspective. It's difficult to know where a customer stands and can feel overwhelming to set up a new customer.
  • Customer usage data is very helpful to provide in Business Reviews to customers. Charts are clear and easy to understand!
Ewen Fortune | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Return to navigation