20 Best Customer Success Software and Solutions

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With customer success comes business success. Customer success software helps you achieve both these things, giving you a complete, centralized view of all your customer data.

Customer data can include support tickets, product usage reports, live chat messages, or other similar information. All this is collected and consolidated by customer success software so your business can make sure it’s delivering on its promise to customers.

Below, we go over customer success solutions in more detail – what features to look for, whether your business needs one, and other alternative tools to consider. We end with a list of the top customer success software you can use to guarantee your customers see value from your products and services.

(Or, you can just skip straight to the customer success software list.)

What is customer success software?

Customer success software is a complete set of tools to help your business better understand its customers. How satisfied are they with your product? Are you helping them achieve their desired outcome?

By bringing together all the pieces of customer data your business has, you can get a clearer picture of how your customers are doing.

Customer success software analyzes all past customer interactions and reactions in order to determine how the relationship will fare in the future.

If the relationship is faring well, your business can look forward to customer retention and possibly explore further optimizations. On the other hand, if the relationship is showing signs of dissatisfaction or churn, you can take immediate action to address any concerns.

It’s important to note the difference between customer service, customer experience, and customer success:

  • Customer service or support is focused on single instances, helping or troubleshooting immediate customer concerns.
  • Customer experience is how customers view and feel about your business as a whole, based on their personal interactions and expectations.
  • Customer success is about using data to understand and retain customers, develop better strategies, and create mutual benefits for both customers and businesses.

Below, we go over some things to consider if you’re looking into customer success software.

What are the key features of customer success software?

Customer success software comes with a wide range of functionality, from creating customer profiles to predicting future growth.

While the best software is different for every business, here are some key features to keep in mind as you look for customer success software:

1. Consolidates all customer data

A main benefit of this software is to have all your data in one place. Capturing their purchase history, product usage, feedback surveys, and more, customer success platforms provides a 360-degree view of every single customer.

2. Creates customer segments and profiles

With this raw data, you can use the software to identify customer segments and build detailed profiles. How often does a certain segment interact with your business? What is their preferred payment method? Knowing these details will help you refine your offerings and predict future growth.

3. Customer analysis and insights

Once you have a good grasp of customer data, the next step is to keep track of “customer health.” This combines data and predictive metrics to project customer behavior – whether it’s continued loyalty or churn – and decide on the best course of action.

4. Project management platform

Create a workflow and tasks to guide your team and customers to success. Keeping all customer data on one platform ensures everyone has easy access and updated information. Software typically also includes alerts and notifications to keep the team on track.

5. Third-party integrations

Most of your customer data will come from several different sources. It’s important for customer success software to integrate with other tools used by your business, from initial sales and marketing to ongoing customer support.

Do you need customer success software?

It can be argued that every business needs customer success software. Who doesn’t want to see customers reach their goals, thanks to your product or service?

Of course, customers can also be successful without a specialized program. But for some businesses, customer success software can make a big difference to your bottom line.

Here are some signs this type of software is worth the investment:

  • You run a subscription or recurring revenue model: If your business relies on customers continuously using your product, then ensuring their success is a high priority. This type of software can help reduce churn and increase customer retention.
  • You have a fairly complex product or service: Products that require onboarding, training, or any special configuration would benefit from customer success management. Not only will your customers appreciate the personalized assistance, it will also increase adoption as you directly explain your value.
  • You have a high deal size, longer sales cycle, and/or are a B2B: It’s natural for customers to expect more from pricier purchases, or ones that took a longer sales process. These expectations include post-sales support or troubleshooting, and can be managed with a customer success software.

Customer success software alternatives

There are many ways to reduce churn and build long-lasting relationships with your customers. In fact, many of them can even be used alongside a customer success software, should you decide to integrate one in the future.

Here are a few types of software focused on increasing customer loyalty:

The evaluation criteria

Evaluation criteria Description
PricingHow much does the software cost? What different plans are available? Are you required to commit for an entire year, or are monthly plans available?
Free plan or trialDoes the company offer a free plan or trial period for you to try out the software before purchase?
Customer service and supportHow does the company help assist you when using the software? What are the ways you can contact them for questions or issues?
Review scoreHow do existing users rate the customer success software? Based on an aggregate score from top review sites, our rating is out of 5 stars and indicates how many people reviewed the software tool.
Notable featuresWhat makes this customer success software stand out? We’ve broken down the top features of each, such as customer health scores, data collection, and analysis.

The 20 best customer success software

Using our evaluation criteria, we put together a list of the top customer success software for your business. The table below lists down all the platforms we cover in this article. Click the tool to read more about the company and its most popular features below.

Note: The software is not listed in any order of rank or recommendation. Our aim is to put together a selected source of customer success software, and give a clear picture of all the available options.

Customer success softwarePricingFree demo or trialReview score
PlanhatStart Up ($950/month + from $1 per customer), Professional ($1,500/month + from $1 per customer), Enterprise (Contact for pricing)Free demo available4.7 (23 reviews)
CustifyStarter ($199/month), Standard ($499/month), Enterprise (Contact for pricing)Free demo available5 (94 reviews)
ClientSuccessContact for pricingFree demo available4.5 (167 reviews)
ChurnZeroContact for pricingFree demo available4.7 (465 reviews)
StrikeDeckContact for pricingFree demo available4.5 (49 reviews)
GainsightContact for pricingFree demo available4.4 (759 reviews)
TotangoCommunity Edition (Free), Enterprise Edition (Contact for pricing)Free plan, demo, and trial available4.3 (309 reviews)
UserIQ
Contact for pricing (price adjusts with monthly active user count)Free demo available4.4 (110 reviews)
Fresh SuccessEstate ($79/user/month + Platform $499/month) and Forest ($129/user/month + Platform $749/month)Free demo available4.6 (8 reviews)
AmityContact for pricingFree demo available4.3 (27 reviews)
SmartKarrotStarter ($499/month), Growth ($699/month), Enterprise (Contact for pricing)Free demo and trial available4.6 (18 reviews)
ClientshareClientshare Professional and Clientshare Premium (Contact for pricing)Free demo available4.6 (28 reviews)
STAMPContact for pricingFree demo available4.4 stars (19 reviews)
SalesmachineGrow ($75/month), Scale ($500/month), Business ($2,500/month)Free demo available4.4 (34 reviews)
CustomerSuccessBoxGrow, Business, and Enterprise (starts at $499, contact for pricing)Free demo and trial available4.5 (27 reviews)
VitallyContact for pricingFree demo available4.8 (45 reviews)
CustomerGaugeContact for pricingFree demo available4.6 (53 reviews)
CatalystContact for pricingFree demo available4.7 (59 reviews)
AkitaStart ($199/month), Connect ($699/month), or Customize (Contact for pricing)Free demo available3.2 (3 reviews)
KilterlyContact for pricingFree demo available5 (4 reviews)

Planhat

planhat-logoPlanhat is built to make customer success simple. By centering your business around your customers, the software aims to reduce churn, drive engagement, and maximize the lifetime value of your customers.

Passionate about bringing together customer success and technology, Planhat is a flexible customer success platform for the new generation of customer success managers.

Key features

  • Unique data platform: A complete relational database for structured data, such as CSV files and tables, and semi-structured data, such as JSON – in a single integrated solution.
  • Customer portals: Share success plans and tips, and collaborate with your customers to show transparency, build trust, and drive adoption. Share success plans, playbooks, usage dashboards and much more.
  • Revenue management: Take control of your revenue and subscription data, report on real-time SaaS metrics,and forecast future renewals and at-risk accounts.
PricingFree demo or trialCustomer supportReview score
Start Up ($950/month + from $1 per customer), Professional ($1,500/month + from $1 per customer), and Enterprise (contact for pricing)Free demo availableLive chat, FAQ, tutorial video4.7 (23 reviews)

Custify

custify-logoCustify believes that real value lies in creating visibility and knowing how customers use a product – and they’ve built a customer success solution to cover these exact needs.

By aiding customers stuck in any stage of the product lifecycle, Custify helps reduce churn. retain customers, and grow revenue.

Key features

  • Customer 360: Get all your data in one view – product usage, user adoption, and customer life cycles in seconds, when you need it most.
  • Customer health: See the performance and health of your customer portfolio at a glance, and identify opportunities and risks early.
  • Automated tasks and alerts: Customize your alert channel to get a Slack message, email, or in-app notification whenever customers hit certain milestones so you can reach out.
PricingFree demo or trialCustomer supportReview score
Starter ($199/month), Standard ($499/month), and Enterprise (contact for pricing)Free demo and trial availableIn-app chat, email5 (94 reviews)

ClientSuccess

clientsuccess-logoAs clearly stated in its name, ClientSuccess aims to help you drive a “culture of customer success” across your entire organization. The company operates on the core principles of ensuring customers onboard, adopt, retain, and grow.

ClientSuccess has helped companies in various industries, from ecommerce to insurance, around the globe deliver world-class client success.

Key features

  • SuccessCycle™: Deliver a consistent customer experience throughout their lifecycle by defining best practices and measurements for success.
  • Pulse™: Stay updated with real-time visibility into the health of each customer, as well as send data and the status of any relationship with your team.
  • SuccessScore™: An objective view of your customer health, with weighted scores you can customize. Include metrics like product usafe, adoption, feedback, and more, and alert your team of any potential problems.
PricingFree demo or trialCustomer supportReview score
Contact for pricingFree demo availablePhone, email, case studies, live chat, webinars4.5 (167 reviews)

ChurnZero

churnzero-logoChurnZero is a real-time customer success platform that caters to SaaS and subscription-based businesses. Specifically built to reduce churn rates, the software enables you to understand how customers use your product, assess their likelihood to renew, and manage the entire customer experience.

Key features

  • Command center: The starting page of the platform, showing a comprehensive view of all tasks. Organize your calendar and meetings, manage accounts, and isolate any critical cases that need special attention.
  • ChurnScores: Get a crystal-clear picture of your customer’s health, with customizable weight factors that gauge their likelihood to churn, renew, or even promote your business.
  • Walkthroughs: Multi-step guides that walk customers through specific steps within your application, and allow you to track engagement and gain deeper insights.
PricingFree demo or trialCustomer supportReview score
Contact for pricingFree demo availableEmail, FAQ, webinars, case studies, ebooks, Churn Monster playbook, Churnopedia4.7 (465 reviews)

StrikeDeck

strikedeck-logoStrikedeck’s fresh approach to customer engagement integrates machine learning, predictive analytics, and workflow automation. Applying the best of tech in its customer success solution, Strikedeck is a proprietary SaaS solution committed to redefining customer success.

Key features

  • 360° customer success dashboard: A single, unified system of record for each and every customer, including journey stage, renewal status, support tickets, and other key metrics.
  • One-click integrations: Integrate with over 50 other apps, and access eight different ways to pull in or transfer data.
  • Customer success templates: Access a library of 20+ customer success journey templates and 21+ email templates to streamline operations.
PricingFree demo or trialCustomer supportReview score
Contact for pricingFree demo availablePhone, email, live chat, webinars, guides and handbooks, templates, events, training programs4.5 (49 reviews)

Gainsight

gainsightGainsight literally wrote the book on customer success (you can buy it here). The company believes customer success is a movement, and customers are not just transactions or deals – they’re human beings just like you.

Its powerful software platform and evidence-based best practices allow you to draw insight from data and maximize your customer relationships.

Key features

  • Customer 360 view: Consolidate data from multiple sources into one central platform, giving your entire team a holistic view of your customers and strategy.
  • Scorecards: Capture every dimension of customer health, and create health scores based on custom weight measures and other criteria.
  • Timeline: View a customer’s entire chronological history, including touchpoints and team notes, to understand their unique journey.
PricingFree demo or trialCustomer supportReview score
Contact for pricingFree demo availablePhone, FAQ, community, guides, videos, Gainsight University, CS Slack channel4.4 (759 reviews)

Totango