# Best Enterprise Customer Success Software

  *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)*

   Products classified in the overall Customer Success category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Customer Success to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Customer Success category.

In addition to qualifying for inclusion in the Customer Success Software category, to qualify for inclusion in the Enterprise Business Customer Success Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business.





## Category Overview

**Total Products under this Category:** 60


## Trust & Credibility Stats

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 13,000+ Authentic Reviews
- 60+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.


## Best Customer Success Software At A Glance

- **Best for Small Businesses:** [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews)
- **Best for Mid-Market:** [ChurnZero](https://www.g2.com/products/churnzero/reviews)
- **Best for Enterprise:** [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews)
- **Highest User Satisfaction:** [ChurnZero](https://www.g2.com/products/churnzero/reviews)
- **Best Free Software:** [Vitally](https://www.g2.com/products/vitally/reviews)


---

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### Velaris

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[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=351&secure%5Bdisplayable_resource_id%5D=351&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=351&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1316285&secure%5Bresource_id%5D=351&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcustomer-success%2Fenterprise&secure%5Btoken%5D=61bd162dcb1d71fb45d82c1d87c45c99223ab19b9442d200b52f68017af32d72&secure%5Burl%5D=https%3A%2F%2Fwww.velaris.io%2F%3Futm_campaign%3D366233832-G2%2520Ads%26utm_source%3DG2%26utm_medium%3Dg2ad&secure%5Burl_type%5D=custom_url)

---

## Top-Rated Products (Ranked by G2 Score)
### 1. [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews)
  Gainsight Customer Success brings together rich agentic insights, relationship-level intelligence, and a multi-dimensional health scoring to surface risk and expansion opportunities a full quarter earlier, then turns those insights into action through coordinated retention, expansion, and renewal motions across every customer segment, including the long-tail. Designed for enterprise complexity spanning multiple products, hierarchies, and stakeholders, Gainsight supports human-led, digital-led, and agent-led programs, enabling teams to scale outcomes across their entire book of business and deliver Retention-as-a-Service (RaaS). The result is measurable impact and scale, including 50% increased CSM capacity, 15% higher expansion, 95% forecast accuracy, and 20% reduced churn—all backed by a decade of CS expertise and the largest community of CS professionals.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 1,648

**User Satisfaction Scores:**

- **Scalability:** 8.6/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.1/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 8.4/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.0/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Gainsight Inc.](https://www.g2.com/sellers/gainsight-inc)
- **Company Website:** https://www.gainsight.com
- **Year Founded:** 2009
- **HQ Location:** San Francisco, CA
- **Twitter:** @GainsightHQ (13,146 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/841640/ (1,109 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Senior Customer Success Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 58% Mid-Market, 33% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (96 reviews)
- Centralized Information (53 reviews)
- Visibility (51 reviews)
- Customer Support (38 reviews)
- Intuitive (37 reviews)

**Cons:**

- Not Intuitive (24 reviews)
- Missing Features (22 reviews)
- Steep Learning Curve (20 reviews)
- Limited Customization (17 reviews)
- Complexity (15 reviews)

### 2. [Totango](https://www.g2.com/products/totango/reviews)
  Totango is a Customer Growth platform for driving customer value and revenue at scale, combining scalable customer management, predictive revenue intelligence, and a strategic, value-based post-sales methodology to transform how companies prove customer ROI, drive retention, and earn expansion. The Customer Growth Platform includes Totango Customer Success and Unison Customer Intelligence. Each of these solutions plays a distinct role in the Customer-Led Growth through value realization methodology. Totango Customer Success focuses on tracking customer health and engagement, enabling teams to proactively address potential issues and foster long-term relationships. Unison Customer Intelligence aggregates data from multiple sources, offering insights that help organizations understand customer behavior and preferences. Totango's target audience and target buyers include mid-sized to large enterprises across various industries that prioritize customer retention, renewals, and expansion and that generally rely on subscription-based models, where maintaining customer loyalty is critical to their revenue growth. Key features of Totango include customizable dashboards, real-time analytics, and automated workflows. These tools enable users to visualize customer data effectively, monitor key performance indicators, and automate routine tasks, thereby enhancing efficiency. The platform also supports collaboration among teams, allowing for seamless communication and alignment on customer goals. By providing actionable insights, Totango empowers organizations to refine their revenue strategies and make informed decisions that drive growth. Overall, Totango stands out as a leader in the Customer Success category by offering a holistic approach to managing customer relationships. Its integration of various tools and functionalities allows enterprises to gain a deeper understanding of their customers, ultimately leading to improved satisfaction and loyalty. By investing in Totango, organizations can position themselves for long-term success in an increasingly competitive landscape.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 1,139

**User Satisfaction Scores:**

- **Scalability:** 8.3/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.0/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 8.2/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.2/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Totango](https://www.g2.com/sellers/totango)
- **Company Website:** https://www.totango.com
- **Year Founded:** 2010
- **HQ Location:** New York, NY
- **LinkedIn® Page:** https://www.linkedin.com/company/760976/ (136 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, CSM
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 57% Mid-Market, 22% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (202 reviews)
- Customer Support (98 reviews)
- Helpful (98 reviews)
- Customization (97 reviews)
- Efficiency (94 reviews)

**Cons:**

- Learning Curve (83 reviews)
- Integration Issues (65 reviews)
- Missing Features (57 reviews)
- Limited Customization (49 reviews)
- Steep Learning Curve (49 reviews)

### 3. [ChurnZero](https://www.g2.com/products/churnzero/reviews)
  ChurnZero is the AI platform and partner for customer growth. Customer teams use ChurnZero to drive revenue and retention, work more efficiently, and deliver the best possible customer experience. The platform unifies your customer data, team expertise, and AI into a single system engineered to elevate customer success. It provides clear insight into what customers need and helps you deliver it, making it easy to scale onboarding, adoption, renewal, and expansion programs as your customer base grows. ChurnZero’s AI agents are purpose-built for the specific needs of customer teams. They interpret customer data, embed seamlessly into your existing workflows, and are flexible by design. You decide how much you want AI to do, and where and when it does it, so you’re always in control. ChurnZero is more than software. Our CS, implementation, and support teams are true partners who ensure your team succeeds at scale.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 1,572

**User Satisfaction Scores:**

- **Scalability:** 9.0/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.7/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 9.2/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.5/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [ChurnZero](https://www.g2.com/sellers/churnzero)
- **Company Website:** https://churnzero.com
- **Year Founded:** 2015
- **HQ Location:** Washington, District of Columbia
- **Twitter:** @churnzero (1,800 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9475578/ (142 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Director of Customer Success
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 62% Mid-Market, 27% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (165 reviews)
- Helpful (110 reviews)
- Automation (96 reviews)
- Customer Support (93 reviews)
- Efficiency (89 reviews)

**Cons:**

- Learning Curve (58 reviews)
- Complexity (44 reviews)
- Not Intuitive (44 reviews)
- Missing Features (41 reviews)
- Steep Learning Curve (35 reviews)

### 4. [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews)
  Service Hub delivers AI-powered customer service at scale by unifying customer insights, providing omnichannel support tools, and enabling efficient self-service options within a single platform. Core Value Proposition: Service Hub addresses three critical customer service challenges: scaling support teams without proportional headcount increases, maintaining service quality across multiple communication channels, and leveraging customer data to drive retention and growth. The platform connects customer service data with information from sales and marketing, providing support representatives with complete customer context. Key Capabilities: Omnichannel Help Desk: Service Hub consolidates support requests from multiple communication channels into a single interface. Teams manage all customer communications without switching between tools, ensuring consistent response quality across channels. AI-Powered Efficiency: The platform includes AI features that automate ticket routing, suggest relevant knowledge base articles, and identify patterns in customer issues to improve resolution speed and support team productivity. Self-Service Tools: Service Hub provides knowledge base creation, chatbot functionality, and customer portal capabilities enabling customers to find answers independently. This reduces ticket volume and support team workload while improving customer satisfaction. Data-Driven Retention: The platform offers customer health scoring, efficiency reporting, and trend analysis that help service leaders identify at-risk accounts, optimize team performance, and connect support activities to business growth metrics. Service Hub vs. Alternatives: Unlike standalone ticketing systems operating in isolation, Service Hub shares customer data with sales and marketing platforms, enabling support teams to see complete customer journey context. Representatives can access purchase history, marketing interactions, and sales conversations without needing to request information from other departments. Service Hub eliminates the need to purchase and integrate separate tools for live chat, knowledge base management, customer feedback collection, and service analytics by providing these capabilities within the unified HubSpot platform. Who Should Use Service Hub: Service Hub serves customer experience leaders seeking to scale support efficiently, support teams needing complete customer context for quality service delivery, and organizations wanting to connect service metrics to retention and growth outcomes. The platform enables CX leaders to focus on efficient reps empowered by AI. Outcome: Service Hub helps teams deliver delightful support at scale with unified customer insights, create efficient reps empowered by AI, and scale their company, not complexity.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 2,810

**User Satisfaction Scores:**

- **Scalability:** 8.5/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.6/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 8.7/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.6/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [HubSpot](https://www.g2.com/sellers/hubspot)
- **Company Website:** https://www.HubSpot.com
- **Year Founded:** 2006
- **HQ Location:** Cambridge, MA
- **Twitter:** @HubSpot (785,771 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/68529/ (11,979 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Customer Success Specialist
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 60% Small-Business, 37% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (325 reviews)
- Features (214 reviews)
- Helpful (170 reviews)
- Efficiency (155 reviews)
- Case Management (147 reviews)

**Cons:**

- Missing Features (117 reviews)
- Limited Customization (93 reviews)
- Limited Features (88 reviews)
- Lack of Features (75 reviews)
- Ticket Management (75 reviews)

### 5. [Planhat](https://www.g2.com/products/planhat/reviews)
  Planhat is a customer platform that provides software and services to help organizations grow lifelong customers. Our platform powers sales, service and customer success products that scale with our customers’ needs all the way from startup to household name and beyond. Each day worldwide, over 2.6 million customers are attracted, engaged and delighted with our intuitive yet flexible system of action. The Planhat platform empowers everyone in your organization to consolidate, analyze and act on all your data, becoming more customer-centric and data-driven than ever before. From rolling out autonomous transport systems to distributing new medicines, we’re proud to help make our customers better at what they do best. Alongside our customers, we’re building at the forefront of healthcare & life sciences, finance, connected business, and more. And we need curious, daring minds to help us.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 912

**User Satisfaction Scores:**

- **Scalability:** 8.8/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.5/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 8.5/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.3/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Planhat](https://www.g2.com/sellers/planhat)
- **Company Website:** https://www.planhat.com
- **Year Founded:** 2015
- **HQ Location:** Stockholm, Stockholm County
- **Twitter:** @planhat (1,046 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/10168756/ (232 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Head of Customer Success
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 60% Mid-Market, 32% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (215 reviews)
- Customer Support (155 reviews)
- Customization (106 reviews)
- Automation Efficiency (103 reviews)
- Helpful (103 reviews)

**Cons:**

- Learning Curve (113 reviews)
- Complexity (78 reviews)
- Steep Learning Curve (62 reviews)
- Integration Issues (58 reviews)
- Limitations (56 reviews)

### 6. [Verint Voice of the Customer](https://www.g2.com/products/verint-verint-voice-of-the-customer/reviews)
  Verint® Voice of the Customer™ (formerly known as Experience Management™) empowers CX Leaders to optimize customer experiences in real-time. With Verint Voice of the Customer, companies can listen everywhere, act immediately, and analyze deeper than with any other experience management solution in the marketplace. Verint offers prescriptive VoC solutions across Web and Mobile, Enterprise-wide, and Location-Based experiences. As part of the Verint Platform, Verint Voice of the Customer allows CX leaders to close the Engagement Capacity Gap™ between customer expectations and budget or resources by: Deriving insights from data and AI Connecting organizational silos Leveraging CX orchestration and automation Examples of customer successes include: - Increasing NPS by 17 points - Realizing a 72% increase in BOPIS (buy online pickup in store) orders month-over-month - Cross-functional view of customer interactions enabling continuous CX improvements - Unlock the power of a unified customer experience! Contact us today. Verint wholly owns OpinionLab and ForeSee, both of which are now fully integrated parts of Verint Voice of the Customer (formerly known as Experience Management).


  **Average Rating:** 4.2/5.0
  **Total Reviews:** 40

**User Satisfaction Scores:**

- **Scalability:** 9.0/10 (Category avg: 8.8/10)
- **Workflow Capability:** 9.2/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 9.0/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.2/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Verint](https://www.g2.com/sellers/verint)
- **Year Founded:** 1994
- **HQ Location:** Melville, New York
- **Twitter:** @Verint (7,744 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/verint (4,226 employees on LinkedIn®)
- **Ownership:** NASDAQ: VRNT

**Reviewer Demographics:**
  - **Top Industries:** Retail
  - **Company Size:** 51% Enterprise, 37% Mid-Market


### 7. [Catalyst](https://www.g2.com/products/totango-catalyst/reviews)
  Catalyst, now part of Totango, empowers teams to identify and capitalize on expansion and upsell opportunities, driving recurring revenue growth. Built to simplify complex strategies, it helps businesses achieve sustainable success by aligning each action with your customer’s key objectives, ensuring they achieve their desired outcomes for your product or service. Catalyst unlocks your team’s potential to deliver smarter, faster, and scalable results, paving the way for long-term success. Learn more here!


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 655

**User Satisfaction Scores:**

- **Scalability:** 8.6/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.2/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 8.5/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.7/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Totango](https://www.g2.com/sellers/totango)
- **Company Website:** https://www.totango.com
- **Year Founded:** 2010
- **HQ Location:** New York, NY
- **LinkedIn® Page:** https://www.linkedin.com/company/760976/ (136 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Senior Customer Success Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 75% Mid-Market, 13% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (45 reviews)
- Automation (21 reviews)
- Integrations (21 reviews)
- User Interface (21 reviews)
- Customer Engagement (19 reviews)

**Cons:**

- Integration Issues (15 reviews)
- Learning Curve (15 reviews)
- Missing Features (12 reviews)
- Not Intuitive (12 reviews)
- Difficult Navigation (10 reviews)

### 8. [Vitally](https://www.g2.com/products/vitally/reviews)
  Vitally is the AI-powered Customer Success Platform built to help Customer Success teams, CS Ops leaders, and revenue-driven organizations deliver exceptional customer experiences, overcome challenges, operate with greater efficiency, and drive measurable business growth. In today’s competitive SaaS landscape, CS teams need more than just data visibility. They need actionable intelligence. Vitally unifies all of your customer-facing data from across your tech stack into a single source of truth with real-time, bi-directional integrations. This ensures your Customer Success team always has the most accurate, up-to-date insights to guide strategic decisions. With AI at its core, Vitally predicts churn risk, uncovers expansion opportunities, and helps teams prioritize the right actions at the right time. Customer Success leaders can analyze account and user health, track lifecycle stages, and segment customers with precision. Intelligent Health Scores highlight areas that need immediate attention, while lifecycle tracking ensures every customer stays on the path to success. Vitally is built to empower CS Ops teams to standardize and automate critical workflows. From onboarding to renewals, CS-specific project management keeps teams organized and aligned. Automated notifications and AI-assisted Playbooks adapt to changing customer needs, ensuring timely engagement and consistent delivery of value. Our advanced analytics and reporting tools transform raw customer data into visually rich dashboards and actionable insights. Customer Success managers can identify trends, celebrate wins, and surface opportunities for revenue growth. Vitally gives leaders the ability to measure performance, prove the impact of Customer Success, and make data-backed decisions. From fast-growing startups to established B2B SaaS leaders, companies choose Vitally for its combination of AI-powered insights, deep integrations, and intuitive user experience. Vitally enables organizations to proactively reduce churn, improve net revenue retention, and deliver measurable results at scale. Schedule a demo today to see how Vitally’s AI-driven Customer Success Platform can transform your CS operations, empower your team, and help you achieve your most ambitious growth goals.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 687

**User Satisfaction Scores:**

- **Scalability:** 8.8/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.5/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 8.8/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.4/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Vitally](https://www.g2.com/sellers/vitally)
- **Company Website:** https://vitally.io
- **Year Founded:** 2017
- **HQ Location:** New York
- **Twitter:** @vitally_io (476 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/11075131/ (135 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, CSM
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 55% Mid-Market, 40% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (46 reviews)
- Integrations (28 reviews)
- Intuitive (23 reviews)
- Customization (22 reviews)
- Automation (21 reviews)

**Cons:**

- Complexity (16 reviews)
- Integration Issues (11 reviews)
- Learning Curve (10 reviews)
- Not Intuitive (9 reviews)
- Steep Learning Curve (9 reviews)

### 9. [Certinia PS Cloud](https://www.g2.com/products/certinia-ps-cloud/reviews)
  Certinia Professional Services (PS) Cloud is the world’s only Salesforce-native professional services automation (PSA) solution trusted by more than 1,400 organizations. It connects projects, people, and financials on the Salesforce platform you already trust; eliminating silos and providing the high-fidelity data required to run your services business with absolute certainty. • Get 360º visibility into your business: Manage resources, projects, and financials in the same application as your customer interactions. With a single system of record, leaders view margins and forecasts in real time with 100% auditability, ensuring your ""Services Math"" is accurate and your financial integrity is maintained at scale. • Keep customers at the center: Eliminate the ""Context Gap"" with a customer-centric PSA where every team works from one master record. The Project Assistant Agent accelerates delivery by proactively identifying data anomalies, such as missing time cards or overdue items—ensuring sales promises align with delivery for a superior customer experience. • Optimize resource management: Close utilization gaps and keep projects on track. The Staffing Agent identifies ""best-match"" resources for work-in-flight, while enhanced work planning tools allow managers to take direct staffing actions instantly. Assign the right people to the right work to drive efficiency without overloading staff. • Accelerate quoting and billing: Handle complex contracts with a hardened financial engine that supports everything from fixed-fee to outcome-based pricing. New Top-Down Estimation and Role Multipliers drastically reduce the time required to quote large, multi-year engagements while ensuring every dollar is trackable and compliant. • Drive certainty in revenue forecasting: Replace guesswork with connected, real-time data. By unifying the engagement lifecycle, PS Cloud powers reliable revenue forecasting with as little as a 1% variance. Close your books faster and make smarter growth decisions backed by a system that eliminates manual data syncing. • Turn insights into action: PS Cloud turns insights into action directly within a unified Salesforce-native workflow, where real-time project data triggers immediate operational changes. By connecting delivery and financials on a single record, the system identifies margin leaks and resource gaps as they happen, allowing managers to execute staffing and project updates instantly rather than waiting for historical reports.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 683

**User Satisfaction Scores:**

- **Scalability:** 8.7/10 (Category avg: 8.8/10)
- **Workflow Capability:** 9.3/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 8.4/10 (Category avg: 8.8/10)
- **Ease of Use:** 7.9/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Certinia](https://www.g2.com/sellers/certinia)
- **Company Website:** https://certinia.com/
- **Year Founded:** 2009
- **HQ Location:** Austin, TX
- **Twitter:** @CertiniaInc (12,231 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/certinia/ (943 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Salesforce Administrator, Business Analyst
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 52% Mid-Market, 36% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (63 reviews)
- Project Management (41 reviews)
- Reporting (38 reviews)
- User-Friendly (36 reviews)
- Salesforce Integration (29 reviews)

**Cons:**

- Learning Curve (28 reviews)
- Complex Usability (20 reviews)
- Difficult Customization (17 reviews)
- Slow Performance (17 reviews)
- Missing Features (16 reviews)

### 10. [Cloud Coach](https://www.g2.com/products/cloud-coach/reviews)
  From Onboarding to Professional Services and Success, post-sales teams are in constant dialogue with your customers. Touchpoints are fragmented, with colleagues working in system silos, driven by separate KPIs and working to contrasting health scores. At Cloud Coach, we break down these barriers. Our one tool for key post-sales processes helps your teams run Customer Onboarding projects, PSA and Customer Success processes without ever leaving Salesforce. One team, working from one platform.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 171

**User Satisfaction Scores:**

- **Scalability:** 8.0/10 (Category avg: 8.8/10)
- **Workflow Capability:** 7.9/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 7.7/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.2/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Cloud Coach](https://www.g2.com/sellers/cloud-coach-43497685-2c64-4700-a4ec-dacdf7bf3c94)
- **Company Website:** https://www.cloudcoach.com
- **Year Founded:** 2005
- **HQ Location:** Fort Collins, Colorado
- **Twitter:** @cloudcoach (116 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2739348/ (44 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Project Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 54% Mid-Market, 31% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (51 reviews)
- Project Management (44 reviews)
- Integrations (42 reviews)
- Easy Integration (33 reviews)
- Salesforce Integration (32 reviews)

**Cons:**

- Learning Curve (24 reviews)
- Complexity (20 reviews)
- Missing Features (15 reviews)
- Limited Customization (13 reviews)
- Complex Usability (12 reviews)

### 11. [Custify](https://www.g2.com/products/custify/reviews)
  Custify is the customer success platform designed to help SaaS businesses reduce churn, boost customer lifetime value, and deliver world-class customer experiences. With an intuitive interface and powerful features, Custify empowers Customer Success teams to manage every aspect of the customer journey—from seamless onboarding to proactive renewal and expansion—using real-time health scores, automated alerts, and predictive analytics. Custify integrates data across your entire tech stack, providing a centralized, single source of truth for each customer. This allows teams to quickly spot churn risks, capitalize on upsell opportunities, and deliver personalized customer interactions at scale. With automated workflows, customizable playbooks, and intelligent segmentation, Custify streamlines routine tasks, enabling your team to focus on building relationships and driving customer success outcomes that matter. Setting up Custify is a breeze with our concierge onboarding service, ensuring you’re up and running in hours—not weeks. Our platform integrates effortlessly with your CRM, support systems, and other essential tools, giving you unmatched visibility and collaboration across teams. Custify’s powerful analytics and customizable dashboards make it easy to monitor key metrics, track customer health, and measure the success of your initiatives. Join leading SaaS companies that trust Custify to optimize their Customer Success operations and drive sustainable growth. Deliver exceptional customer experiences, reduce churn, and maximize customer lifetime value with the best Customer Success platform for your SaaS business. Book a demo today to see how Custify transforms your customer success strategy at scale.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 488

**User Satisfaction Scores:**

- **Scalability:** 9.0/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.9/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 9.2/10 (Category avg: 8.8/10)
- **Ease of Use:** 9.1/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Custify](https://www.g2.com/sellers/custify)
- **Year Founded:** 2017
- **HQ Location:** Bucharest, Romania
- **Twitter:** @CustifySRL (630 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/18314355/ (46 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Senior Customer Success Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 63% Small-Business, 32% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (123 reviews)
- Customer Support (83 reviews)
- Intuitive (54 reviews)
- Integrations (49 reviews)
- Automation (48 reviews)

**Cons:**

- Missing Features (30 reviews)
- Email Functionality (20 reviews)
- Limited Customization (20 reviews)
- Learning Curve (17 reviews)
- Not Intuitive (17 reviews)



## Parent Category

[Customer Service Software](https://www.g2.com/categories/customer-service)



## Related Categories

- [Product Analytics Software](https://www.g2.com/categories/product-analytics)
- [Customer Revenue Optimization (CRO) Software](https://www.g2.com/categories/customer-revenue-optimization)
- [Client Onboarding Software](https://www.g2.com/categories/client-onboarding)



---

## Buyer Guide

### What You Should Know About Customer Success Software

### Customer Success software buying insights at a glance

[Customer Success software](https://www.g2.com/categories/customer-success) brings together customer health monitoring, lifecycle workflows, playbooks, and renewal visibility to help teams manage onboarding, adoption, and retention with less manual effort. Instead of juggling spreadsheets, CRM notes, and disconnected support/product dashboards, these platforms centralize the “work between the work” for CS, tracking usage signals, surfacing risk, automating follow-ups, and organizing engagement across stakeholders. 

As retention becomes harder to protect, customer journeys become more complex, and teams remain distributed, customer success software has become a practical way to maintain consistency, coverage, and renewal momentum without inflating headcount.

Based on the G2 reviews, buyers most often adopt these tools to reduce reactive firefighting and make account management more proactive. The strongest review patterns point to a few recurring wins: better visibility into customer health and risk signals, stronger execution of onboarding and renewal workflows through playbooks, and improved cross-functional alignment because customer context is easier to share across CS, Sales, and Support. Many teams also emphasize that the CS platforms they retain long-term are the ones that seamlessly integrate into everyday account management tasks, rather than requiring constant manual data upkeep or context switching.

Pricing typically follows a subscription model (annual in most cases), often priced by number of seats, customer volume, and the depth of capabilities (health scoring, playbooks, automation, segmentation, analytics, forecasting). Common cost drivers include product usage, data integrations, advanced reporting, admin controls, and enterprise-grade security or governance requirements. Some vendors also charge for onboarding services, data implementation, or custom integration work, especially when teams require multiple systems to feed into health scoring.

Top 5 FAQs from software buyers:

- What is the best customer success software for scaling onboarding and renewals?
- Which customer success tools have the strongest customer health scoring and alerts?
- What’s the best customer success platform for enterprise CS teams?
- How do customer success tools integrate with CRM, product analytics, and support?
- What should I look for when building customer success playbooks and automation?

**G2’s top-rated Customer Success software, based on verified user reviews, includes** [**SF Service Cloud,**](https://www.g2.com/products/salesforce-service-cloud/reviews) [**Gaininsight Customer Success**](https://www.g2.com/products/gainsight-customer-success/reviews) **,** [**ChurnZero**](https://www.g2.com/products/churnzero/reviews) **,** [**Planhat**](https://www.g2.com/products/planhat/reviews) **, and** [**Hubspot Service Hub**](https://www.g2.com/products/hubspot-service-hub/reviews) **.** [**(Source 2)**](https://company.g2.com/news/g2-winter-2026-reports)

### What are the top-reviewed Customer Success software on G2?

[SF Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews)

- Reviews: 956
- Satisfaction: 98
- Market Presence: 99
- G2 Score: 98

[Gaininsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews)

- Reviews: 1579
- Satisfaction: 74
- Market Presence: 83
- G2 Score: 78

[ChurnZero](https://www.g2.com/products/churnzero/reviews)

- Reviews: 1434
- Satisfaction: 86
- Market Presence: 69
- G2 Score: 77

[Planhat](https://www.g2.com/products/planhat/reviews)

- Reviews: 834
- Satisfaction: 78
- Market Presence: 72
- G2 Score: 75

[Hubspot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews)

- Reviews: 170
- Satisfaction: 59
- Market Presence: 90
- G2 Score: 74

**Satisfaction** reflects user-reported ratings, including ease of use, support, and feature fit. ([Source 2](https://www.g2.com/reports))

**Market Presence** scores combine review and external signals that indicate market momentum and footprint. ([Source 2](https://www.g2.com/reports))

**G2 Score** is a weighted composite of Satisfaction and Market Presence. ([Source 2](https://www.g2.com/reports))

Learn how G2 scores products. ([Source 1](https://documentation.g2.com/docs/research-scoring-methodologies?_gl=1*5vlk6s*_gcl_au*MTAwMzU5MzUxLjE3NjM0MTg0NzYuNjY0NTIxMTY0LjE3NjQ2MTc0NzcuMTc2NDYxNzQ3Nw..*_ga*NzY1MDU0NjE3LjE3NjM0NzQ3ODM.*_ga_MFZ5NDXZ5F*czE3NjYwODk1MTMkbzY3JGcxJHQxNzY2MDkyMjQyJGo1NyRsMCRoMA..))

### What I Often See in Customer Success Software

#### Feedback Pros: What Users Consistently Appreciate

- **Best-in-class customization that adapts to any CS workflow**
-  “I would compare it to the experience with Android here, as it's absolutely the best in class, however, with the amount of customizations that are available, it can definitely be overwhelming. That's not even something I really dislike, but if I had to make a decision in that area, I would say it's customizable to the extreme.”- [Logan R.](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-12190011) SF Service Cloud Review
- **Playbooks and automation that simplify recurring onboarding and renewal communication**
- “I appreciate the automation, user-friendly interface, and the convenience of having all my account information accessible in a single dashboard. The playbooks have been especially helpful for managing recurring communications. ChurnZero has become the tool I rely on most for my daily tasks. Our Success Manager, Elise, is excellent at providing education and solving problems. I genuinely enjoy our interactions, and I always leave each call with actionable to-dos and real solutions”.- [Kimberly L.](https://www.g2.com/products/churnzero/reviews/churnzero-review-12072814) Churnzero Review
- **AI-driven account overviews that surface risk and streamline status updates**
- “I love Gainsight Customer Success because it is a solution dedicated to customer success, making it a powerful tool for managing our customer interactions both for customer service and digital needs. It identifies at-risk accounts effectively, which is crucial for maintaining strong client relationships. Additionally, the AI overview is incredibly beneficial as it allows me, as a manager, to quickly update myself on account statuses. This feature is particularly valuable because it helps me keep track of accounts without needing to consult with the customer service representative, saving time and streamlining our workflow.”- [Ross M.](https://www.g2.com/products/gainsight-customer-success/reviews/gainsight-customer-success-review-11952536) Gaininsight Customer Success Review

#### Cons: Where Many Platforms Fall Short

- **Playbook automation and AI-driven segmentation can feel daunting to set up**
- “I would like to see the relationship map from Engagement AI have more flexibility and function. Also, wishing for an AI Agent that prescribes playbooks, as playbooks seem to be the most daunting part of automation and segmentation. Also AI widgets for the custom dashboards would be beneficial to leverage AI data summaries effectively. The initial setup of ChurnZero was challenging, primarily due to internal development and technical blockers, taking over a year to complete our success center build”.- [Brittany G.](https://www.g2.com/products/churnzero/reviews/churnzero-review-11960510) Churnzero Review
- **Too many clicks and crowded screens can slow down daily account work**
- “What I don’t love is that sometimes the system feels a little slow or overly complicated, like it takes way more clicks than it should to do simple things. Some screens are crowded, and it can be easy to miss details if you’re moving fast, so it could definitely be more user-friendly”.- [Quishea B.](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-11930820) SF Service Cloud Review
- **Integration complexity can reduce insight accuracy, especially at scale**
- “We encounter some integration complexities, more so with data platforms, which affects the accuracy of any insights or analysis. Some inconsistencies and inaccuracies are experienced, more so when dealing with big datasets that need processing.”- [Ifeoma F.](https://www.g2.com/products/planhat/reviews/planhat-review-11867004) Planhat Review

### My expert takeaway on Customer Success tools

Review patterns point to a category that’s already delivering meaningful operational value, but implementation maturity still separates the winners. The category’s average star rating is 4.52/5, with solid sentiment in ease of use (6.05/7) and ease of setup (5.84/7), as well as a very high likelihood to recommend (9.05/10) and strong quality of support (6.27/7). Taken together, these metrics suggest most teams can get to “productive,” but the best outcomes happen when health scoring and lifecycle workflows are implemented cleanly and trusted across teams.

High-performing teams treat a customer success platform as an operating layer, not a dashboard. They define which lifecycle moments must be standardized (onboarding milestones, adoption check-ins, renewal readiness signals), where humans stay in control (relationship strategy and executive alignment), and how customer data should flow across CRM, support, and product usage tools. Strong implementations also operationalize governance: they keep health scoring explainable, limit alert noise, and ensure playbooks map to actions owners actually execute. This is where the best customer success software stands out; it helps teams scale consistent processes without creating a maintenance burden that erodes adoption.

Where teams struggle most is with data trust and workflow discipline. Common failure points include unclear ownership (CS Ops vs. RevOps vs. Product), messy integrations that create conflicting signals, overly complex scoring models, and “alert fatigue” from too many triggers. Teams that win focus on measurable adoption and outcome signals, including health score accuracy validation, playbook completion rates, renewal forecasting accuracy, CSM engagement depth, and support-driven resolution speed when customers show risk behavior.

### Customer Success software FAQs

#### What is customer success software?

Customer success software enables teams to manage onboarding, adoption, renewals, and expansion by tracking key customer health signals and automating relevant playbooks. It centralizes engagement, timelines, and reporting, allowing CS teams to proactively reduce churn and drive predictable retention outcomes.

#### Why use customer success software​

The “best” customer success software for scaling onboarding and renewals is usually the one that combines clear health scoring with repeatable playbooks and automation. Buyers tend to prioritize tools that help teams track onboarding progress, trigger lifecycle workflows, and monitor renewal risk early, without creating ongoing manual admin work.

#### Which customer success software is ideal for large service providers?​

For [large service providers](https://www.g2.com/categories/customer-success/enterprise), these enterprise-grade customer success solutions are the best fit:

- [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews)

 A top choice for large organizations needing advanced health scoring, automation, deep analytics, and scalable onboarding/renewals. Enterprise clients value its powerful features for complex customer journeys, robust integrations (Salesforce, MS Dynamics), and proven impact on retention and expansion.

- [Totango](https://www.g2.com/products/totango/reviews)

 Built for mid-sized and large enterprises, Totango offers modular programs (SuccessBLOCs), AI-powered insights, and scalable automation. It's praised for real-time analytics, customizable workflows, and the ability to manage large customer portfolios efficiently.

- [ChurnZero](https://www.g2.com/products/churnzero/reviews)

 Ideal for enterprises already leveraging Salesforce. Access ranges from basic support to dedicated customer success managers and proactive monitoring; integrates deeply with Salesforce ecosystem and partners for deployment at scale.

#### How to choose customer success software for saas companies​?

SaaS companies should start by mapping their lifecycle motions (onboarding → adoption → renewal → expansion) and identifying the signals that best predict retention (usage trends, support load, sentiment, stakeholder activity, contract timing). Then evaluate health scoring flexibility, automation/playbooks, CRM + product analytics integrations, and how easy the platform is to maintain long-term—because adoption drops fast when data becomes untrusted or workflows become too complex.

#### What is the best customer success software?

Here are the top-rated customer success software platforms overall:

- [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews)

Leading enterprise-grade platform, known for advanced health scoring, powerful automation, and robust analytics. Ideal for organizations seeking deep visibility, proactive renewal and onboarding playbooks, and strong integration capabilities.

- [Totango](https://www.g2.com/products/totango/reviews)

Flexible, scalable platform with modular customer journey management, real-time analytics, and customizable workflows. Works well for organizations wanting rapid setup and lifecycle management at scale.

- [SF Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) 

Flexible, highly customizable customer service platform with centralized case management, omnichannel support, and automation built into the Service Console. Integrates tightly with Salesforce CRM and tools like knowledge management, reporting, and workflow rules.

### Sources

1. [G2 Scoring Methodologies](https://documentation.g2.com/docs/research-scoring-methodologies?_gl=1*5ky9es*_gcl_au*MTY2NDg2MDY3Ny4xNzU1MDQxMDU4*_ga*MTMwMTMzNzE1MS4xNzQ5MjMyMzg1*_ga_MFZ5NDXZ5F*czE3NTUwOTkzMjgkbzQkZzEkdDE3NTUwOTk3NzYkajU3JGwwJGgw)
2. [G2 Winter 2026 Reports](https://company.g2.com/news/g2-winter-2026-reports)

Researched By: [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin?_gl=1*17q5up9*_gcl_au*MTIzNzc1MTQ1My4xNzYxODI2NjQzLjE1MDYyNTM1MzEuMTc2NzkyOTgxMC4xNzY3OTI5ODA5*_ga*MTQyMjE4MDg5Ni4xNzYxODI2NjQz*_ga_MFZ5NDXZ5F*czE3Njc5Mjk0NzckbzE5MiRnMSR0MTc2NzkzMDAwMSRqNTIkbDAkaDA.)

**Last Updated On January 12, 2026**