ChurnZero is the tool every SaaS CSM needs.
November 17, 2022

ChurnZero is the tool every SaaS CSM needs.

Adam Temple | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with ChurnZero

ChurnZero is equal parts task list, email automation, report builder, and company pulse check. We use it daily to keep an eye on our customers and how well they are utilizing our product especially the deployment of assets which in our case are media pieces. ChurnZero plays a big role in customer retention and upsell through its customizable fields and reports.
  • Email automation
  • Task workflow
  • Report building
  • The terminology is a little strange. What's the difference between a journey and a play? Why are reports called segments? Can be a bit confusing at first.
  • It's customizable to a point. But there are small differences between businesses that are sometimes hard to capture.
  • Sending email through ChurnZero is great, but it's also hard to find the trail again in gmail.
  • I'm just an end user, so I can't say for certain what the specific ROI is. But I can say that it has increased our ability to have an idea for who is at risk and who isn't.
I haven't evaluated other platforms.

Do you think ChurnZero delivers good value for the price?

Not sure

Are you happy with ChurnZero's feature set?


Did ChurnZero live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ChurnZero go as expected?

I wasn't involved with the implementation phase

Would you buy ChurnZero again?


I give it a 9 because while it is very usable, the terminology takes time to get used to as I've previously stated. Segments = reports, still don't know the difference between journeys/plays. But, it is very intuitive otherwise.
I have never leveraged ChurnZero support. Haven't needed to.
I really think every CSM at a SaaS company should have ChurnZero. I love the alerts I get for under-utilized products, for upcoming renewals, and in general its ease of use. I don't think ChurnZero makes sense for companies that are non-SaaS. Not sure how its features would solve for non-SaaS businesses.

ChurnZero Feature Ratings

NPS surveys
Automated workflow
Customer health scoring
Customer segmentation
Customer health trends
Not Rated
Role-based user permissions
Integration with