Freshsuccess (formerly Natero)

Freshsuccess (formerly Natero)

Freshsuccess (formerly Natero)



Love the dashboard capability

We are using Natero to keep track of our customers and make sure that we are staying ahead of any clients that will churn. It is being …
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Customer success made easy

Natero allows VividCortex to see a complete view of customer health, allowing account managers, success managers, and support to intervene …

It could be better

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 …
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What is Freshsuccess (formerly Natero)?

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…

Entry-level set up fee?

  • No setup fee


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

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Alternatives Pricing

What is Totango?

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor, Totango is also…

What is Gainsight Customer Cloud?

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…

Features Scorecard

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Product Details

What is Freshsuccess (formerly Natero)?

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 (formerly Natero) 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

Additional Features

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

Freshsuccess (formerly Natero) Screenshots

Freshsuccess (formerly Natero) Competitors

Freshsuccess (formerly Natero) Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo


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Frequently Asked Questions

What is Freshsuccess (formerly Natero)'s best feature?

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

Who uses Freshsuccess (formerly Natero)?

The most common users of Freshsuccess (formerly Natero) are from Mid-size Companies and the Computer Software industry.

Reviews and Ratings




(1-6 of 6)
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Score 6 out of 10
Vetted Review
Verified User
Review Source
  • Reporting and dashboards. We like they started out as a BI tool.
  • Health Scores are flexible.
  • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
  • Automatically triggered emails based on certain usage.
Garrett Genest | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Health score mechanism is awesome with a lot of control over granularity.
  • Support and implementation teams are superb.
  • Reporting is very robust.
  • Customizability and flexibility in integrations, metrics, and dimensions make this a highly useful platform.
  • It's a complex platform, it can be hard to find what you're looking for if you don't know where to look.
  • There have been a few features which work correctly but can be a bit confusing to get working correctly. Fortunately, the support team is so on it, we get an answer within an hour.
  • I would have liked Natero to have a mechanism in place to nudge users of the platform to use it. This would help with getting adoption on our end. While the onboarding documentation was great, a more hands-on approach to getting users to adopt and use the platform would have helped us get up to speed earlier. It took us nearly 9 months to really start using the system which is partially due to the complexity of the integration process and partially due to the difficulty of switching over CES processes into Natero.
June 19, 2017

It could be better

Score 1 out of 10
Vetted Review
Verified User
Review Source
  • Allows me to make changes in one view.
  • Allows me view multiple information.
  • Allows me to read information quickly.
  • The reporting functionality could be better.
  • There is not that much customization available.
  • It takes multiple clicks to be able to view the information.
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • Love the accounts view to see all my accounts, their health and some helpful stats!
  • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
  • In the account, you can link to other documentation, which is great!
  • Workflows are easy to set up, however, there is not a good visual, like a Gantt chart. This would help everyone see the status more clearly.
  • When you go into an account, it's hard to go back to the page you were on previously.
  • My dashboard does not provide particularly helpful information.
  • SFDC cannot be updated via Natero. So I have to make updates in multiple places. This is the biggest gripe I have with Natero.