Comparison of Leading Customer Success Software Platforms
By Unknown Author | Published: Not Specified | Category: Customer Success Software
About Customer Success Software
Customer Success Software helps businesses manage customer relationships proactively to reduce churn, increase retention, and identify expansion opportunities. These platforms centralize customer data, automate workflows, and provide insights into customer health.
Scoring Criteria
- → Health Scoring
- → Automation Workflows
- → Integration Capabilities
- → User Interface & Experience
- → Reporting & Analytics
- → Customer Engagement Tools
- → Scalability
The Best Customer Success Software
#10
Custify
By Custify
A customer success platform designed for B2B SaaS companies, focused on proactive management and reducing churn.
Platforms & Use Cases
Platforms: Web-based
Best For: SaaS Customer Success, Churn Prevention, Growth Automation, Low-touch CS
Key Features
- ✓Customer 360 View: Consolidated view of customer data including health, activity, and financials.
- ✓Health Scoring: Customizable health metrics and alerts.
- ✓Automated Playbooks: Define automated tasks and outreach based on triggers.
- ✓Growth KPIs: Track metrics related to expansion revenue and customer lifetime value.
- ✓Task Management: Assign and track tasks for CSMs.
Scorecard (Overall: 7.1 / 10.0)
Pricing
Starter
$199.00 / Monthly
- Core features
- Basic integrations
- Up to 2 users
Limitations: Limited playbooks, Email support
Standard
$499.00 / Monthly
- More users
- Advanced automation
- More integrations
- Priority support
Limitations: Limits on tracked accounts based on plan
Enterprise
$-1.00 / Annual
- Full capabilities
- Custom integrations
- Dedicated support
Limitations: Custom quote
Pros
- + Transparent pricing for lower tiers
- + Good focus on automation for SaaS
- + Clean user interface
- + Relatively easy to set up
Cons
- - Fewer native integrations than some larger platforms
- - Reporting could be more robust
- - Limited engagement tools
Verdict
"A strong contender for SMB B2B SaaS companies seeking an affordable and user-friendly platform with solid automation capabilities."
#9
SmartKarrot
By SmartKarrot
A comprehensive customer success platform focusing on operationalization, intelligence, and automation.
Platforms & Use Cases
Platforms: Web-based
Best For: Customer Onboarding, Digital CS Programs, Product Adoption, Account Intelligence
Key Features
- ✓Customer Health Score: Multi-dimensional health scoring.
- ✓Touchpoint Management: Track and manage customer interactions across channels.
- ✓Automation Engine: Automate tasks, alerts, and communication.
- ✓Product Engagement Insights: Detailed analytics on how customers use the product.
- ✓Success Plays: Predefined or custom playbooks for CS activities.
Scorecard (Overall: 7.6 / 10.0)
Pricing
Starter
$-1.00 / Annual
- Basic health scoring
- Limited automation
- Core integrations
Limitations: Custom quote, aimed at smaller teams
Growth
$-1.00 / Annual
- Advanced health scoring
- Full automation
- More integrations
- Reporting
Limitations: Custom quote
Enterprise
$-1.00 / Annual
- Full suite
- Premium support
- Customization
Limitations: Custom quote
Pros
- + Comprehensive feature set covering many CS aspects
- + Strong product engagement analytics
- + Good automation capabilities
- + Focus on operationalizing CS
Cons
- - User interface can feel busy
- - Pricing isn't transparent
- - Less known brand compared to others
Verdict
"A capable platform offering a wide range of features, suitable for businesses wanting deep product insights and automation."
#8
CustomerSuccessBox
By CustomerSuccessBox
An outcome-driven customer success platform designed specifically for B2B SaaS businesses.
Platforms & Use Cases
Platforms: Web-based
Best For: B2B SaaS Customer Management, Onboarding, Adoption Tracking, Upsell Identification
Key Features
- ✓Account Health Scoring: 360° health view based on product usage, financial data, and interactions.
- ✓Product Adoption Tracking: Monitor feature usage and user activity within your product.
- ✓Automated Playbooks: Trigger workflows based on customer lifecycle events or health changes.
- ✓Portfolio Management: Tools for CSMs to manage their book of business effectively.
- ✓Milestones & KPIs: Track progress against customer-specific goals.
Scorecard (Overall: 7.0 / 10.0)
Pricing
Startup
$499.00 / Monthly
- Core platform
- Up to 3 users
- Standard integrations
Limitations: Limited accounts, Basic support
Growth
$-1.00 / Annual
- More users
- Advanced integrations
- Playbooks
- Dedicated CSM
Limitations: Custom quote
Enterprise
$-1.00 / Annual
- Full features
- Premium support
- Customization
Limitations: Custom quote
Pros
- + Specifically tailored for B2B SaaS needs
- + Focus on product adoption tracking
- + Clear pricing for Startup tier
- + Outcome-driven approach
Cons
- - UI feels less modern than some competitors
- - Integration list might be smaller than market leaders
- - Engagement tools are basic
Verdict
"A good option for early-stage or mid-market B2B SaaS companies looking for a platform tightly focused on product adoption and customer outcomes."
#7
Planhat
By Planhat
A flexible and visually oriented customer platform built around a central customer data hub.
Platforms & Use Cases
Platforms: Web-based
Best For: Customer Data Management, Project Management for CS, Visual Health Tracking, Collaborative Workflows
Key Features
- ✓Centralized Customer Data: Flexible data model to capture diverse customer information.
- ✓Projects & Playbooks: Manage customer onboarding, renewals, and other projects.
- ✓Health Scores: Configurable health scoring with visual indicators.
- ✓Automations: Rule-based automation for tasks and alerts.
- ✓Customer Portal: Share success plans, project status, and data with customers.
Scorecard (Overall: 8.1 / 10.0)
Pricing
Custom
$-1.00 / Annual
- Full platform access
- Implementation
- Support
Limitations: Pricing based on company needs and scale
Pros
- + Highly flexible data model
- + Strong project management features
- + Clean, modern interface
- + Customer portal feature is a plus
Cons
- - Can require significant configuration effort
- - Pricing is not transparent
Verdict
"A powerful and flexible platform well-suited for companies needing strong data management and project capabilities within their CS tool."
#6
Vitally
By Vitally
A modern customer success platform emphasizing automation, integration, and a productive workspace for CSMs.
Platforms & Use Cases
Platforms: Web-based
Best For: High-velocity CS, Automation-driven Workflows, Product-Led Growth (PLG) Support, Trial Conversion
Key Features
- ✓Automation Engine: Powerful rules engine to automate tasks, alerts, and playbooks.
- ✓Unified Data & Segmentation: Integrates various data sources with strong segmentation capabilities.
- ✓Project Management for CS: Tools to manage complex onboarding or success plan projects.
- ✓Docs & Notes: Integrated documentation and note-taking linked to accounts.
- ✓HubSpot Integration: Deep two-way sync with HubSpot CRM.
Scorecard (Overall: 8.1 / 10.0)
Pricing
Pro
$-1.00 / Annual
- Core platform
- Automation
- Integrations
Limitations: Pricing based on factors like tracked accounts/users, Custom quote
Enterprise
$-1.00 / Annual
- Advanced features
- Premium support
- Higher limits
Limitations: Custom quote
Pros
- + Excellent automation capabilities
- + Modern and intuitive user interface
- + Strong integration options, especially HubSpot
- + Good for managing complex projects
Cons
- - Reporting might be less comprehensive than some competitors
- - Can get expensive depending on usage factors
Verdict
"A top contender for tech-savvy CS teams, particularly those using HubSpot or needing powerful automation in a modern UI."
#5
ClientSuccess
By ClientSuccess
A straightforward customer success platform focused on providing clarity and driving outcomes for CSMs.
Platforms & Use Cases
Platforms: Web-based
Best For: CSM Productivity, Customer Health Monitoring, Engagement Tracking, Renewal & Expansion Management
Key Features
- ✓ClientSuccess Score: Proprietary health score combining multiple metrics.
- ✓Engagement Tracking: Monitors communication and engagement levels with clients.
- ✓SuccessCycles: Templated playbooks for key customer lifecycle stages.
- ✓Pulse™ Surveys: Simple, integrated feedback mechanism.
- ✓Robust Reporting: Dashboards covering key CS metrics.
Scorecard (Overall: 7.4 / 10.0)
Pricing
Custom
$-1.00 / Annual
- Core platform
- Integrations
- Support
- Onboarding
Limitations: Pricing tailored to company size and needs
Pros
- + Clean and intuitive user interface
- + Strong focus on CSM workflow and productivity
- + Good reporting capabilities
- + Helpful SuccessCycle templates
Cons
- - Integration options might be less extensive than some competitors
- - Automation features are solid but less advanced than leaders
Verdict
"A solid, user-friendly platform great for mid-market B2B SaaS companies focused on empowering their CSMs."
#4
Totango
By Totango
A composable customer success platform offering modular 'SuccessBLOCs' to tailor functionality to specific business needs.
Platforms & Use Cases
Platforms: Web-based
Best For: Modular CS Operations, Customer Journey Mapping, Goal-based Success Plans, Digital-led CS
Key Features
- ✓SuccessBLOCs: Pre-built, customizable modules for specific CS goals (e.g., Onboarding, Adoption).
- ✓Customer Data Platform: Centralizes customer information from multiple sources.
- ✓Campaigns: Automated email and in-app engagement campaigns.
- ✓Health Scoring: Configurable health scores and early warning systems.
- ✓Team Collaboration: Features for task management and internal communication.
Scorecard (Overall: 8.0 / 10.0)
Pricing
Free
Contact Vendor
- Basic Customer Data Platform
- Limited SuccessBLOCs
- Basic Health Scoring
Limitations: Limited users/accounts, Basic features
Growth
$-1.00 / Annual
- More SuccessBLOCs
- Automation
- Campaigns
Limitations: Custom pricing
Enterprise
$-1.00 / Annual
- Full capabilities
- Advanced integrations
- Premium support
Limitations: Custom pricing
Pros
- + Modular and flexible approach with SuccessBLOCs
- + Free tier available for basic needs
- + Scales well from SMB to enterprise
- + Good for goal-oriented CS
Cons
- - Can become complex with many SuccessBLOCs
- - UI can feel dated compared to newer platforms
Verdict
"A versatile platform suitable for businesses wanting a customizable, modular approach, with a free tier for starting out."
#3
ChurnZero
By ChurnZero
A customer success platform designed to help subscription businesses fight churn through automation and real-time alerts.
Platforms & Use Cases
Platforms: Web-based
Best For: Churn Reduction, Onboarding Automation, Real-time Customer Monitoring, Account Expansion
Key Features
- ✓Real-Time Alerts: Notifications based on changes in customer behavior or health.
- ✓Customer Health Scores: Customizable scoring based on various factors.
- ✓Automated Playbooks: Trigger predefined workflows for onboarding, risk mitigation, etc.
- ✓In-App Communications: Tools for engaging customers directly within the product (guides, surveys).
- ✓Customer Segmentation: Group customers based on attributes, usage, or health.
Scorecard (Overall: 8.1 / 10.0)
Pricing
Custom
$-1.00 / Annual
- Full platform access
- Implementation support
- Unlimited users
Limitations: Pricing depends on factors like managed accounts or tracked events
Pros
- + Strong focus on automation and real-time alerts
- + Excellent in-app communication tools
- + Good usability
- + Designed specifically for subscription models
Cons
- - Reporting could be more advanced
- - Pricing not transparent
Verdict
"Excellent for subscription businesses focused on proactive churn reduction and leveraging automation for customer engagement."
#2
Catalyst
By Catalyst Software
A modern, intuitive customer success platform focused on integrating data sources and providing actionable insights for CSMs.
Platforms & Use Cases
Platforms: Web-based
Best For: Data Integration, CSM Workflow Optimization, Proactive Customer Engagement, Task Management
Key Features
- ✓Unified Customer Data: Integrates data from CRM, support, product usage, etc., into a single view.
- ✓Actionable Insights & Playbooks: Suggests actions based on customer health and triggers automated playbooks.
- ✓Task Management: Built-in tools for CSMs to manage their daily tasks and activities.
- ✓Notes & Collaboration: Facilitates team collaboration around customer accounts.
- ✓Segmentation & Filtering: Powerful tools for segmenting customer bases.
Scorecard (Overall: 8.0 / 10.0)
Pricing
Custom
$-1.00 / Annual
- Core platform access
- Integrations
- Support
Limitations: Pricing not publicly listed
Pros
- + Excellent user interface and experience
- + Strong focus on data integration
- + Actionable insights for CSMs
- + Good collaboration features
Cons
- - Reporting features less robust than some competitors
- - Pricing is not transparent
Verdict
"A great choice for teams prioritizing usability, seamless data integration, and efficient CSM workflows."
View Top Ranked Software
Watch a short ad to unlock the details for the #1 ranked software.
#1
Gainsight CS
By Gainsight
A comprehensive and highly configurable customer success platform designed for enterprise-level businesses.
Platforms & Use Cases
Platforms: Web-based
Best For: Enterprise Customer Management, Advanced Health Scoring, Cross-functional Collaboration, Renewal Management
Key Features
- ✓Customer Health Score: Configurable health scoring based on multiple data points (usage, support tickets, surveys).
- ✓Playbooks & Automation (Journey Orchestrator): Automated workflows and standardized processes for CSMs.
- ✓Customer 360 View: Unified view of customer data from various sources.
- ✓Reporting & Analytics: Deep analytics on customer health, churn, and retention.
- ✓Survey Tools (NPS, CSAT): Integrated tools for capturing customer feedback.
Scorecard (Overall: 8.7 / 10.0)
Pricing
Custom
$-1.00 / Annual
- Full suite access
- Implementation services
- Dedicated support
Limitations: Typically requires significant investment, Complex setup
Pros
- + Extremely feature-rich and powerful
- + Highly scalable for large organizations
- + Strong integration capabilities
- + Comprehensive analytics
Cons
- - Can be complex to implement and manage
- - Higher price point
- - Steeper learning curve for users
Verdict
"Ideal for large enterprises needing a robust, highly customizable platform with deep analytics, but requires significant resources."
Author information could not be loaded for this review.
Final Thoughts
The customer success software market offers a range of powerful platforms, from comprehensive enterprise solutions like Gainsight to more modern, user-friendly options like Catalyst and Vitally, and automation-focused tools like ChurnZero. Flexibility is key, with platforms like Totango and Planhat offering modular or highly configurable approaches. Solutions like Custify and CustomerSuccessBox provide accessible entry points for SMB SaaS businesses.