---
title: ChurnZero Reviews
meta_title: 'ChurnZero Reviews 2026: Details, Pricing, & Features | G2'
meta_description: Filter 1600 reviews by the users' company size, role or industry
  to find out how ChurnZero works for a business like yours.
aggregate_rating:
  rating_value: 4.7
  review_count: 1600
  scale: '5'
date_modified: '2026-06-18'
parent_category:
  name: Customer Service
  url: https://www.g2.com/categories/customer-service
---

# ChurnZero Reviews
**Vendor:** ChurnZero  
**Category:** [Customer Success Software](https://www.g2.com/categories/customer-success)  
**Average Rating:** 4.7/5.0  
**Total Reviews:** 1,600
## About ChurnZero
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.



## ChurnZero Pros & Cons
**What users like:**

- Users find ChurnZero to be **intuitive and user-friendly** , enhancing onboarding and daily workflow with effective support. (139 reviews)
- Users admire the **helpfulness** of ChurnZero, enhancing efficiency and client engagement with its user-friendly features. (95 reviews)
- Users praise ChurnZero for its **automation capabilities** , streamlining workflows and enhancing customer success management effortlessly. (86 reviews)
- Users highlight the **fantastic customer support** from ChurnZero, ensuring quick responses and helpful insights for better data management. (78 reviews)
- Users commend ChurnZero for its **efficient segmentation and integration** , streamlining workflows and enhancing customer management experience. (76 reviews)
- Users value the **customizable integrations** of ChurnZero, enhancing their ability to manage customer data efficiently. (69 reviews)
- Customization (58 reviews)
- Intuitive (54 reviews)
- Visibility (51 reviews)
- Time-saving (50 reviews)

**What users dislike:**

- Users note a **steep learning curve** , as mastering ChurnZero's features can be time-consuming and challenging initially. (54 reviews)
- Users find the **complexity** of ChurnZero's interface and setup process can hinder usability and learning efficiency. (41 reviews)
- Users find the platform **not intuitive** , with a steep learning curve and complicated navigation impacting the overall experience. (39 reviews)
- Users feel the **missing features** limit functionality, with key automation and metrics locked behind a paywall. (34 reviews)
- Users face a **steep learning curve** with ChurnZero, struggling to navigate its segmentation and filtering complexity. (33 reviews)
- Limitations (27 reviews)
- Missing Functionality (24 reviews)
- Integration Issues (23 reviews)
- Difficult Navigation (21 reviews)
- Limited Customization (21 reviews)

## ChurnZero Reviews
  ### 1. Great tool to support our growing CS team

**Rating:** 5.0/5.0 stars

**Reviewed by:** Simon H. | Chief Client Officer, Small-Business (50 or fewer emp.)

**Reviewed Date:** May 08, 2026

**What do you like best about ChurnZero?**

It's a really clear and intuitive tool built around all the core concepts of customer success and account management. The team there use clear language throughout their comms and in person, they're responsive and I feel will get us to where we need to be with embedding the tool.

We've been able to integrate with our custom software and we're gathering more data than ever on how our clients are using our products .

The AI features look excellent though we're not quite ready to try them yet.

**What do you dislike about ChurnZero?**

The only downside so far is the lack of clarity on the license model. We want to get more people using it but it's not really clear what each license type can do. We have asked for help and apparently it is coming!

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero is helping us have much better oversight on where all of our clients are in terms of usage of our product, how satisfied they are, the full renewals picture and where we might have upsell opportunities.

  ### 2. Holistic Customer Health Insights with Powerful Automation

**Rating:** 4.5/5.0 stars

**Reviewed by:** Vijaysing P. | Test Engineer, Computer Software, Small-Business (50 or fewer emp.)

**Reviewed Date:** June 10, 2026

**What do you like best about ChurnZero?**

The most attractive thing about ChurnZero is the way it can give me a holistic understanding of my customer health and engagement status in one system. Through automation, customer journey mapping, and real-time insights, ChurnZero can help us take care of our customers and increase product usage without increasing our workload.

**What do you dislike about ChurnZero?**

nothing to add this time from my side everything seems fine

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero addresses the problem of customer retention, engagement, and success in general. It makes it easier to discover potential customers using health scores and activity data, to automate marketing and follow-up processes, and to monitor customer experiences. This will be useful for the users in retaining customers, boosting product adoption, reducing human effort required by the customer success team, etc.

  ### 3. CZ Keeps Everything You Need at Your Fingertips

**Rating:** 5.0/5.0 stars

**Reviewed by:** Ashley B. | Customer Success Manager, Small-Business (50 or fewer emp.)

**Reviewed Date:** June 17, 2026

**What do you like best about ChurnZero?**

I love that CZ is a place that you can get all your information in a one stop shop. You can check the health of a customer, find the primary contact, put in your notes, etc. Everything is at the touch of your fingertips

**What do you dislike about ChurnZero?**

There honestly isn't really much that I don't like about CZ. I wish that the AI would periodically have "did you know about this feature" and a click through demo with different features that are offered that I may not know about.

**What problems is ChurnZero solving and how is that benefiting you?**

The performance of the system is amazing. I love how it has been helping me reach out to customers and be able to see the emails I send all in one place!

  ### 4. Snapshot AI and Salesforce Integration Make Daily Work Easier

**Rating:** 4.5/5.0 stars

**Reviewed by:** Tomas Placido K. | Customer Success Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** May 28, 2026

**What do you like best about ChurnZero?**

Starting with the user interface: once you get used to it, it becomes much easier to navigate. It’s also well integrated with Salesforce data, and the tab setup makes day-to-day work more straightforward. The best part for me is Snapshot AI, which summarizes past interactions from others who handled the same account before me.

**What do you dislike about ChurnZero?**

It isn’t very user-friendly at first, but like with any software, there’s a learning curve and it gets easier once you’ve spent a bit of time with it.

**What problems is ChurnZero solving and how is that benefiting you?**

Almost all the data I need about a client’s account is available right away, which makes it easier for me to do my job as a CS manager. It’s definitely performing the way it should.

  ### 5. Structured Onboarding and Stellar Support with ChurnZero

**Rating:** 4.5/5.0 stars

**Reviewed by:** Thiago P. | Mid-Market (51-1000 emp.)

**Reviewed Date:** May 29, 2026

**What do you like best about ChurnZero?**

Since day one, we have had a customer success manager and an implementation specialist. The implementation workbook provides a very structured approach in terms of how to build the connectors, how to define the mapping rules, and walk us through some key design decision principles. The dedicated onboarding team guided us through the implementation journey, which was instrumental to the project's success.

**What do you dislike about ChurnZero?**

I believe one big area for improvement is for IT admins to have the ability to impersonate users, so you can visualize the user experience for each role you define. Another area is the ability to have a hierarchy connected from either Workday or your HR system to make it easier to manage. Another area is to build the MCP from which the users can query anything and provide context so it can act like any type of agent the users want.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero helps us create structured onboarding, proactively manage renewals, identify and act on risk and churn signals, negotiate upselling opportunities, and assess the health of our accounts.

  ### 6. Empowers Customer Management with Insights and Integrations

**Rating:** 5.0/5.0 stars

**Reviewed by:** Phil M. | Mid-Market (51-1000 emp.)

**Reviewed Date:** May 11, 2026

**What do you like best about ChurnZero?**

I really find ChurnZero easy to navigate and simple to customize. It's great to have all the customer information I need in one place. The integrations with our different systems are very handy. It's good at capturing renewal information and makes it easy to segment customers for analysis or outreach filtering. I also like how integrations allow us to centralize customer data from tools like Gong and our ticketing system, enabling a comprehensive understanding of the customer's history. Customer segmentation is another aspect I appreciate, as it lets us apply different strategies for various customer segments, track health scores more effectively, and gather analysis-driving data.

**What do you dislike about ChurnZero?**

Very minor, but we are currently looking to revamp our ChurnScore and we cannot see what that ChurnScore would look historically even though we have all the relevant historical data. This makes it tough to make a decision without having analysis of what this would look like historical as this affects CSM bonuses and customer ChurnScores.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero helps me track customer health and score, manage renewals, forecast accurately, and perform automated outreach. It's my core tool for daily tasks, providing insights into NRR and GRR, while integrating data for informed decisions.

  ### 7. Highly Customizable Churnzero for Deep Customer Usage Insights

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** June 08, 2026

**What do you like best about ChurnZero?**

I like how customizable Churnzero is. We have a lot og custom tables and information pulled from our platform about customer usage that is very helpful in understanding our customers. I like the cards for different overviews and being able to create segments that I define myself.

**What do you dislike about ChurnZero?**

Nothing so far! It has meet all needs we have and we are in constant contact with our team from CZ about adding additional things into our environment and updating according to our needs.

**What problems is ChurnZero solving and how is that benefiting you?**

One single platform for everything related to customers. Visibility into what our customers are/are not doing. Saves time and enables cross-collaboration because of visibility in previous emails/meetings/communications. All of this enables me to be able to work with my team on supporting customers and getting insights on their usage, risk, signals, etc.

  ### 8. Standout Automation Plays and Real-Time Health Scoring

**Rating:** 4.5/5.0 stars

**Reviewed by:** Ayesha N. | Customer Success Manager, Small-Business (50 or fewer emp.)

**Reviewed Date:** April 28, 2026

**What do you like best about ChurnZero?**

The automation engine (Plays) and the real-time health scoring are the standout features for me. Plays let you automate workflows based on customer behavior, and ChurnScore gives an instant, data-driven snapshot of overall account health.

**What do you dislike about ChurnZero?**

Navigation: The interface can feel cluttered, often requiring too many clicks to find specific data points.

**What problems is ChurnZero solving and how is that benefiting you?**

From a Customer Success perspective, ChurnZero addresses the two biggest headaches we deal with: fragmented data and constant reactive firefighting.

Problems Solved & Benefits:

Reactive to Proactive: Instead of waiting for a cancellation notice, the ChurnScore alerts you as soon as an account’s health dips. It helps shift your role from “firefighter” to “strategic advisor.”

Death by Administrative Tasks: The “Plays” (automation engine) take care of the repetitive work—like onboarding emails or renewal reminders—so you can spend your time on higher-value QBRs and expansion.

One Source of Truth: It brings product usage, support tickets, and CRM data into a single dashboard. You’re no longer digging through five different tools just to prep for a 30-minute call.

And when you’re trying to build a complex new workflow, their Help Center article videos are a lifesaver. They’re short, tactical, and show you exactly how to set up automation without needing an Ops degree.

  ### 9. Intuitive UX and Powerful Playbooks That Scale Customer Success

**Rating:** 5.0/5.0 stars

**Reviewed by:** Tom B. | Senior Director, Customer Success, Enterprise (> 1000 emp.)

**Reviewed Date:** April 06, 2026

**What do you like best about ChurnZero?**

I truly appreciate how ChurnZero thinks about how we drive true Customer Success within our customer partners. They are on the forefront of developing technology and playbooks which help drive insights and automation to help scale our teams. The UX is intuitive and we look forward to implementing AI within ChurnZero.

**What do you dislike about ChurnZero?**

We don't have much negative feedback in terms of ChurnZero. The Customer Success Team at CZ has been helpful in understanding and assisting with our business model.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero has helped us provide nearly full coverage and insight on our book of business while providing nuanced views on each of our segments. The Health scoring and automation provides valuable insight and repeatable process to help address concerns while reducing manual lift.

  ### 10. Good Health Scoring Metrics with Flexible Usage-Stats Integration

**Rating:** 5.0/5.0 stars

**Reviewed by:** Josh P. | Customer Success Manager, Small-Business (50 or fewer emp.)

**Reviewed Date:** January 23, 2026

**What do you like best about ChurnZero?**

The health scoring metrics and flexibility to integrate usage statistics within our platform into the overall health evaluation of our customers are fantastic and not something i had access to in my old role. This ability has meant aggregating customers is far easier, streamlined and scalable.

**What do you dislike about ChurnZero?**

The health scoring between parents and children accounts is tricky to navigate and to ensure the system shows a correct churnscore. 

Specifically, when averaging a churnscore across child churnscore across multiple children, excluding the parent from this average churnscore is quite unhelpful.

**What problems is ChurnZero solving and how is that benefiting you?**

As a Customer Success team, we need to accurately understand HOW and WHY our customers use our platform. ChurnZero allows us to accurately understand the HOW but aggregating different areas of our SaaS platform to identify the most popular modules within the platform. 

In reccording meetings & meeting notes within the platform - we can start to capture information that supports the WHY do our customers use the platform.

Lastly, tasking within the ChurnZero platform allows me to keep myself accountable as a CSM, making sure I can record actions/tasks whilst in-meeting with a customer to then deliver on those outstanding tasks within my personally allocated timeframe.

  ### 11. Effortless Customer Management with Room for Improvement

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jessica T. | Customer Success Manager, Small-Business (50 or fewer emp.)

**Reviewed Date:** April 17, 2023

**What do you like best about ChurnZero?**

I use ChurnZero to manage my customers effectively. It helps me avoid being disorganized and ensures I don't miss check-ins or specific customer information. I like the ability to keep track of tasks, especially with the 'My To Dos' page. The Journeys feature is also something I enjoy, as it helps me keep my customers successful with our platform and maintain a personal connection with them.

**What do you dislike about ChurnZero?**

Integration with other platforms, particularly with Zoho.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero helps me avoid being disorganized, missing check-ins, and losing track of customer-specific information. It ensures my customers use our platform successfully and allows me to stay personable through consistent check-ins.

  ### 12. Holistic Customer Insights with Room for Improved Integration

**Rating:** 4.5/5.0 stars

**Reviewed by:** Sam A. | Customer Success Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** April 01, 2026

**What do you like best about ChurnZero?**

I love how ChurnZero has all the data together, building blocks for me to gain bigger insights into my customers. We pull in data from our CRM, Gmail, and a bit of Teams, allowing us to combine all those emails and turn them into sentiment analysis. It's really helpful in figuring out customer signals and understanding churn. I love going to an account and seeing everything that's happening from sales to support, post-sale services, and marketing. The initial setup was easier than I expected.

**What do you dislike about ChurnZero?**

I think trying to integrate all of our sources is a bit of a challenge. It has something to do with our CRM. We have Zoho in several different places and can't always get all the data fields I want into ChurnZero and to get them coherent. Also, the more you put in there, the more it costs, so it can be a little bit challenging as well.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero helps us manage renewals more tightly with insights like health scores. It's a strong survey tool, giving a holistic customer view and combines CRM, Gmail, and Teams data into valuable signals, especially for tracking churn.

  ### 13. Essential for Customer Success with Strong Analytics

**Rating:** 4.5/5.0 stars

**Reviewed by:** Chas T. | Technology Specialist / IMPACT1 Chairperson

**Reviewed Date:** June 04, 2026

**What do you like best about ChurnZero?**

I love how easy ChurnZero is to use, and particularly appreciate the analytics. They help me report across my customer base on usage, health, NRR, and trends around each to make more informed decisions.

**What do you dislike about ChurnZero?**

ChurnZero could be easier to manage from an admin standpoint, particularly around integrations. It's really good today, but could be better if I could self-serve a bit more. Also, I would rate the initial setup a 6.5 out of 10 on difficulty to set up.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero helps us monitor customer health by integrating internal systems to create a churn score. It manages SaaS renewals with consistent playbooks. The analytics help us report on usage, health, and trends, enabling informed decisions.

  ### 14. Boosts Client Retention with Stellar Support and AI Features

**Rating:** 5.0/5.0 stars

**Reviewed by:** Kim C. | Mid-Market (51-1000 emp.)

**Reviewed Date:** March 20, 2026

**What do you like best about ChurnZero?**

I love using ChurnZero to track engagements with my clients and identify potential risks and advocates. The Flexible Healthscore feature is particularly helpful in identifying clients at risk so I can engage and try to save them. The AI-generated follow-up emails save me time by creating emails based on meeting transcriptions, and I can quickly see my follow-up tasks. The amazing customer support is a lifesaver—rather than spending time with documentation, I shoot off a support ticket and get quick responses. The onboarding team was also amazing; everything was well thought out, which made our initial setup smooth.

**What do you dislike about ChurnZero?**

Creating some complex segments can get tricky, but again, support is always there to help

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to track client engagements, identify risks, and spot advocates. It helps me quickly see which clients need attention, saving them when possible. The AI-generated emails after meetings and responsive support save me time and effort.

  ### 15. Transformative Customer Retention Solution

**Rating:** 4.5/5.0 stars

**Reviewed by:** Natalia K. | Customer Success Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** January 12, 2024

**What do you like best about ChurnZero?**

One new thing I really like about ChurnZero is the enhanced visibility across the entire customer journey. The improved reporting and health score customization make it much easier to proactively identify risks and opportunities, allowing us to act faster and more strategically.

**What do you dislike about ChurnZero?**

An area for improvement would be the search bar functionality. Making it more intuitive, faster, and better at delivering accurate results would significantly improve the overall user experience, especially when trying to quickly locate specific accounts or information.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero effectively addresses customer retention challenges by providing real-time insights into user behavior. As a Customer Success Manager, this empowers me to proactively identify at-risk accounts, personalize engagements, and strategize interventions, leading to increased customer satisfaction and loyalty.

  ### 16. User-Friendly with Robust Integration

**Rating:** 5.0/5.0 stars

**Reviewed by:** Darshan K. | Associate GTM Engineer , Automotive, Enterprise (> 1000 emp.)

**Reviewed Date:** December 26, 2025

**What do you like best about ChurnZero?**

I love the overall interface of ChurnZero and how easy it is to learn and use the platform. The various filters to create segments helped me a lot when I was new to ChurnZero, especially in creating my own segments. The initial setup was not hard at all, as it was easy to understand and use. I also like that I've integrated ChurnZero with Outlook and Calendar.

**What do you dislike about ChurnZero?**

Well the ChurnScore aspect of an account can be better, on what bases the ChurnScore can be calculated.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero helps me create various account and contact segments, which aids CSS reps significantly. Also the playbook help us in a very efficient way possible and reduces the manual time to send email individually.
The contact card which i created based on the leaders requirement in our org was very helpful for all the reps in our org

  ### 17. Essential CS Tool with Expert-Driven Design

**Rating:** 4.0/5.0 stars

**Reviewed by:** Alison B. | Customer Operations Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** December 15, 2025

**What do you like best about ChurnZero?**

Because it's a CS tool built by CS experts, it's structured to be useful and intuitive to those in the role. For a fledgling CS team, this has been invaluable in guiding us down the right path. Our assigned CSM on the CZ side has been a tremendous resource as well, using his experience with the tool and his years in the software industry and customer success in general to help us make the right decisions for our organization. Our CSM ensured that the implementation was seamless and easy for the team, that training was completed, and continues to assist regularly when we have questions or concerns. This connection and reliability means that our CS team lives and breathes in CZ and are in the application every day.

**What do you dislike about ChurnZero?**

From an operations perspective, I find that the reporting is not very intuitive, and I often have to create multiple dashboards to get the data I want. I love the in-built Salesforce integration but would love more plug-and-play connections to some of our other tools, like monday.com, Clockify, and even Slack.

**What problems is ChurnZero solving and how is that benefiting you?**

CZ is enabling our growing CS team to automate many of the tedious manual tasks that accompany an organization that is scaling its books. The playbooks and other in-built functionality help our leadership enforce accountability and help the CSMs on the ground level to stay on top of their many accounts.

  ### 18. Efficient Customer Success Management with ChurnZero

**Rating:** 5.0/5.0 stars

**Reviewed by:** Katherina G. | Principal Customer Success Manager, Enterprise (> 1000 emp.)

**Reviewed Date:** April 10, 2026

**What do you like best about ChurnZero?**

I really like ChurnZero's ability to save me a lot of time in structuring my work and ensuring I meet all deadlines for reachouts. I don't have to worry about planning the customer's journey and reviewing their users manually. I appreciate its ability to create plays that fire on time, not in weird timeframes. This feature makes it easy for me to stay on track with my tasks, renewals, reviews, and user onboardings. From what I understood, the initial setup was very easy.

**What do you dislike about ChurnZero?**

I would like more flexibility and subtasks in success plans. Having something like a Gantt chart and making things more visual.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero saves me time in structuring work and meeting deadlines, automates planning customer journeys, reviews users, and helps keep track with tasks, renewals, and onboarding.

  ### 19. Essential Daily Tool with Outstanding Support and Automation

**Rating:** 4.5/5.0 stars

**Reviewed by:** Kimberly L. | Manager of Customer Success, Small-Business (50 or fewer emp.)

**Reviewed Date:** December 10, 2025

**What do you like best about ChurnZero?**

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.

**What do you dislike about ChurnZero?**

I would love to see more reporting functions available within our plan. I am looking to integrate my Fireflies AI into the notes section and our internal product feedback tool to help inform overall customer sentiment.

**What problems is ChurnZero solving and how is that benefiting you?**

It provides me with a single place to view communication, upcoming milestones, and financial information. I really appreciate the time saving when prepping for calls. Once we have Fireflies and Usersnap connected, I should have a more holistic look at my customers' overall performance and be better prepared to prevent contraction and churn, while zeroing in on areas of opportunity for growth.

  ### 20. Streamlined Success Management with ChurnZero

**Rating:** 5.0/5.0 stars

**Reviewed by:** Amanda F. | Mid-Market (51-1000 emp.)

**Reviewed Date:** February 23, 2026

**What do you like best about ChurnZero?**

I use ChurnZero to empower our CS team with insights on client data, and it has solved multiple problems for us. It integrates information from various systems into a single view, and its health scoring helps in understanding renewal risk. Our CSM, Mark, is fantastic. He is a true strategic partner who understands our needs and helps find the right solutions, showing genuine care for us as clients. ChurnZero provides insights that we previously lacked and helps us move good ideas into action while holding the team accountable. Its custom dashboards, ChurnScores, and playbooks have made a substantial impact. The platform also seamlessly integrates with existing tools, and the initial setup was very easy, thanks to a strong implementation process and team.

**What do you dislike about ChurnZero?**

We could use additional customization on certain platform features. For example, the Success Plan functionality works great for our needs. We use that functionality to power Save Plans, too. Unfortunately, we can't rename Success Plans to just 'Plans'. Accordingly, we see the term 'Success Plan' when we're looking at 'Save Plans' creating some confusion.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero integrates multiple data sources into a single view, reducing complexity and enhancing insights. It operationalizes and scales processes like renewals, helping us manage client data efficiently. Custom dashboards, ChurnScores, and playbooks have significantly improved our team's strategic planning and accountability.

  ### 21. Automates Workflow, Needs Smoother Onboarding

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User | Mid-Market (51-1000 emp.)

**Reviewed Date:** June 03, 2026

**What do you like best about ChurnZero?**

I like the automations in ChurnZero and being able to assign things to different people in my company easily. It saves me time and helps me assign tasks to people without having to go through a lot of back and forth communication.

**What do you dislike about ChurnZero?**

I think the user experience is kind of clunky to get a handle on it first. But once you do, it's okay. I think the biggest thing is someone new to customer success might not be aware of all of the customer success specific language. It could be helpful to have a training on what all of these mean.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to track my customers and tasks, ensuring nothing gets lost or forgotten. It automates time-consuming tasks, saving me time and enabling easy task assignment without back-and-forth communication.

  ### 22. One Tool to Unite Customer Data and Empower Better Communications

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.)

**Reviewed Date:** May 07, 2026

**What do you like best about ChurnZero?**

I love having a single tool that brings together customer data from all of our different systems, so we can take meaningful action to improve our customer communications and make day-to-day work easier for our CSMs.

**What do you dislike about ChurnZero?**

Nothing so far. I do wish the Knowledgebase came with more screenshots to accompany their instructions/ steps.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero is helping our CSMs understand where to focus their time and which customers to prioritize. It also helps us communicate important product updates and onboard new users more effectively. In addition, it addresses a challenge we’ve had in identifying which customer contacts are the best targets for outreach, based on platform utilization.

  ### 23. ChurnZero is a one-stop-shop for keeping customers happy!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Stephanie W. | Mid-Market (51-1000 emp.)

**Reviewed Date:** March 01, 2023

**What do you like best about ChurnZero?**

ChurnZero has really worked hard over the last few years to update the UI and reorganize to make usability even easier. I love the addition of the Success Center. Always a happy CZ customer!

**What do you dislike about ChurnZero?**

I would love if you could custom emails a little better in-app instead of having to use styling templates. It needs better padding options, style, etc. to help make emails look nicer.

**What problems is ChurnZero solving and how is that benefiting you?**

I am currently learning how to use ChurnZero's in-app walkthroughs for tutorials on using our program for users who need a little extra help when they first log on. It's straightforward to use, and I love the customization.

  ### 24. Segments Make Account Management and Quick Team Insights Easy

**Rating:** 4.5/5.0 stars

**Reviewed by:** Kirsten C. | Senior Manager, Customer Success, Mid-Market (51-1000 emp.)

**Reviewed Date:** June 03, 2026

**What do you like best about ChurnZero?**

Segments are easiest item to create and use to manage accounts. They are my go to for a quick look at my team's book in different "cuts"

**What do you dislike about ChurnZero?**

i wish i could combine multiple journeys into a single reporting structure

**What problems is ChurnZero solving and how is that benefiting you?**

analyzing customer health / usage and alerting me/team when there are changes to pro-actively address

  ### 25. Empowers Teams to Focus on Customers, Streamlines Project Visibility

**Rating:** 4.5/5.0 stars

**Reviewed by:** Hannah T. | Senior Director of Customer Engineering, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 19, 2025

**What do you like best about ChurnZero?**

ChurnZero has been a huge help in getting my technical team focused on actual customer-facing work instead of digging through dashboards all day. We leaned heavily on Plays, which made it really clear what needed attention and let my team spend their time doing the work rather than interpreting metrics.

It also gave us visibility into our active projects without anyone feeling like they were being micromanaged or forced to update the same information in a dozen different places. For a team juggling a lot of moving parts, that mattered.

**What do you dislike about ChurnZero?**

On the downside, the no-code reporting can get pretty heavy if you have complex or layered requirements. And when my board wanted raw data exported into Excel to blend with other systems, it was harder than it should be to get something clean and reliable. It sounds like some of the newer AI-driven outbound connections may solve that, but it wasn’t quite there yet when we needed it.

**What problems is ChurnZero solving and how is that benefiting you?**

This tool enabled us to streamline our teams by automating the less specialized aspects of our customer-facing roles. At the same time, it ensured that our specialized and technical staff remained well-informed, allowing them to make strong decisions for our customers.

  ### 26. Efficient Communication, But UI Needs Improvement

**Rating:** 4.5/5.0 stars

**Reviewed by:** Andrew C. | Content Strategist, Telecommunications, Mid-Market (51-1000 emp.)

**Reviewed Date:** February 03, 2026

**What do you like best about ChurnZero?**

I like ChurnZero's email automation functionality, especially how easy it is to build emails and the depth of customer segmentation. The email automation allows us to create workflows consisting of an email series with informative content that educates customers and empowers them to use our products more effectively. The customer segmentation sophistication is impressive as it permits a lot of customization and parsing of customer profiles based on different variables, like plan type, length of time as a customer, and our features' use.

**What do you dislike about ChurnZero?**

The UI could be improved for sure; it feels a bit outdated and hard to navigate at times. Specifically, the use of 'playbooks' doesn't automatically connect in my mind with what this tab actually is, i.e. automated email workflows and one-offs. It feels like the platform opted for fancy sounding names over readily understood ones that any user could grasp.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to efficiently communicate with customers and get feedback at scale. Its email automation and segmentation help us connect with and educate the right people, enhancing customer experience and empowerment.

  ### 27. Visibility Powerhouse with a Setup Challenge

**Rating:** 4.5/5.0 stars

**Reviewed by:** Camila T. | Senior Associate Customer Success, Small-Business (50 or fewer emp.)

**Reviewed Date:** February 27, 2026

**What do you like best about ChurnZero?**

I really like the visibility that ChurnZero provides. It's super helpful to see customer health scores, usage data, and engagement all in one place instead of digging through different tools like we did before.

**What do you dislike about ChurnZero?**

The setup and customization of ChurnZero can be a bit overwhelming. There are so many features, but it definitely takes time to configure everything properly and make sure the health scores and playbooks are actually meaningful. The initial setup was moderately easy, with the basics being straightforward, but getting everything fully set up took time, even for our engineers.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to keep track of customer health and engagement, monitor usage, and spot churn risk early. It gives me visibility by showing health scores, usage data, and engagement all in one place, unlike before when I had to dig through different tools.

  ### 28. Versatile Yet Complex, Nearly Perfect

**Rating:** 4.5/5.0 stars

**Reviewed by:** Natalie B. | Small-Business (50 or fewer emp.)

**Reviewed Date:** March 27, 2026

**What do you like best about ChurnZero?**

I really appreciate that ChurnZero is a very diverse platform. There are a lot of tools available that make it work well for me. It helps with organization, tracking accounts in specific stages of their partnership, and seeing their health based on criteria I set. Although it is time consuming to learn because there is so much to learn, it isn't difficult.

**What do you dislike about ChurnZero?**

I wish there were a way to create a CSAT survey link that can be manually sent, rather than only through a segment trigger. It's also time-consuming to learn because there is so much to learn, but it's not difficult.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero for organization and tracking accounts in specific stages, dictating health criteria which helps assess their status effectively.

  ### 29. Perfect Update!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Janella B. | Renewal Account Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 24, 2023

**What do you like best about ChurnZero?**

CZ has been helping a lot with all the information that I need from the accounts I'm handling -- specifically regarding the usage report. One big part as well is the integration with SF and email, I can easily point out the payment status and the email exchanges from the entire account.

Lastly, the custom tables, I like it that it remembers that I don't want all headers to load and that I prefer some collapsed ones.

**What do you dislike about ChurnZero?**

Nothing really much after the recent update.

**What problems is ChurnZero solving and how is that benefiting you?**

Figuring out the usage report - for a specific user or product line. Having the option to sort or filter specific products instead of checking them one by one.

  ### 30. Complete Vision and Automation with Exceptional Service

**Rating:** 5.0/5.0 stars

**Reviewed by:** Larissah P.

**Reviewed Date:** January 26, 2026

**What do you like best about ChurnZero?**

I like ChurnZero because I can literally customize everything I need within the tool. I also find the service from our account manager exceptional. The initial setup was very smooth, and their follow-up is done closely. Additionally, I can have a very complete view of the company's customer portfolio and the history of all customers' journeys, as well as manage information globally and specifically by company. I also like being able to automate simple tasks that take up time. Today we can have analyses that were previously missing in the system we used before.

**What do you dislike about ChurnZero?**

I think it's a system that has so many features, presents so many possibilities, that end users sometimes get confused with so many possibilities and screens.

**What problems is ChurnZero solving and how is that benefiting you?**

I can have a complete view of the customer portfolio and the history of the customer journey. I can manage information globally and specifically and automate simple tasks, saving time.

  ### 31. Consolidates the Customer Journey with Powerful Onboarding and Adoption Tools

**Rating:** 5.0/5.0 stars

**Reviewed by:** Ellie G. | VP Customer Success, Small-Business (50 or fewer emp.)

**Reviewed Date:** June 16, 2026

**What do you like best about ChurnZero?**

Consolidation of the customer journey (Onboarding and Adoption) in one place including opportunities for embedding communication and process automation

**What do you dislike about ChurnZero?**

I've been using it for 10 years and would like to see the play building process made easier.

**What problems is ChurnZero solving and how is that benefiting you?**

Visibiliy across all customers and employees.

  ### 32. Empowers Customer Success with Customizable Insights

**Rating:** 4.0/5.0 stars

**Reviewed by:** Pratik D. | Program Management Office Lead, Small-Business (50 or fewer emp.)

**Reviewed Date:** January 29, 2026

**What do you like best about ChurnZero?**

I like the customer account management database in ChurnZero. It's accessible and provides crucial information related to the accounts, reporting, and serves as a tool to identify areas where we're lagging, like renewals and incident tickets. I appreciate the customizable reporting feature which lets me adjust reports to my needs, including Segments, account growth, and Account health score. This keeps us in control and helps us prioritize our actions for specific accounts. The initial setup was easy, which was a plus for my team.

**What do you dislike about ChurnZero?**

Sometimes there's a sync failure with the integrated solution or tool, like Salesforce. Some fields or information still don't reflect the changes when done.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero for account management and reporting, helping us stay in control and prioritize actions. It customizes reports for segments, account growth, and health scores, ensuring we know where we lag behind, like in renewals or incident tickets.

  ### 33. Intuitive Platform with Seamless Integration and Rapid Feature Enhancements

**Rating:** 5.0/5.0 stars

**Reviewed by:** Amanda E. | Director of CS Ops, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 05, 2025

**What do you like best about ChurnZero?**

There is a lot to appreciate here. The user interface is clean and intuitive, making it easy to navigate. As admins, we find it simple to use, which helps us work efficiently and spend less time on configuration, allowing us to focus on other projects and initiatives. The platform provides a comprehensive view of the customer and integrates well with our existing tech stack. Additionally, the rapidly evolving roadmap consistently delivers new, useful features and enhancements that are almost entirely free of bugs.

**What do you dislike about ChurnZero?**

At times, there are limitations on certain features that render them unusable for our needs. For instance, the default 'my dashboard' isn't accurate for us because it relies on fields that we don't utilize. It would be much more helpful if we could configure this feature to better suit our business and make it truly useful.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero allows us to consolidate all the pertinent data points from all our systems in to one spot for the CSMs to have a holistic view of the customer and they key data points to trigger actions for them to do their job more efficiently.  It's a one-stop-shop for CSMs so they don't have to navigate to 10 different systems to figure out what is going on with their customers.  it also provides valuable insights that allow us to make important business decisions.

  ### 34. Insightful Analytics with Easy Setup

**Rating:** 4.5/5.0 stars

**Reviewed by:** Mathew C. | Surveillance & eDiscovery Product Owner

**Reviewed Date:** February 10, 2026

**What do you like best about ChurnZero?**

I like that ChurnZero is easy to set up and offers a huge amount of features and capabilities. It allows me to track events taken in production and analyze customer activity, which helps improve product flows and increase adoption. I appreciate the ability to map UI actions into usable insights, knowing where a user clicks and in what order, and understanding how long it takes them. This feedback is valuable for our product and design teams to improve the product and overall increase adoption and spending on our platform.

**What do you dislike about ChurnZero?**

A lot of the features are paywalled and the price is quite high considering we can get a lot of these metrics via our own telemetry.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to track production events and analyze customer activity, providing insights from UI actions to improve product flows and increase user adoption.

  ### 35. Empowers Customer Success with Insightful Data

**Rating:** 4.5/5.0 stars

**Reviewed by:** Earl T. | Senior Customer Success Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** January 16, 2026

**What do you like best about ChurnZero?**

I appreciate ChurnZero for helping us organize our books of business and provide a quick view of customer information. It integrates with our software and HubSpot, allowing us to track key usage data and customer trends effectively. The ability to get detailed profile information for each customer is crucial, especially compared to other systems where this information was difficult to access. I also like that we can run campaigns based on the products customers are or aren't using.

**What do you dislike about ChurnZero?**

The client summaries are a little clunky. They give a good initial picture but I don't rely on them fully. I'm not sure if the system is picking up all of the communication with clients or that it understands the context well.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to organize our books of business and get a quick view of customer profiles, track risk, and analyze trends. It integrates with HubSpot, allowing us to monitor key usage data and run targeted campaigns effectively.

  ### 36. Great for Summarizing Ongoing Customer Issues

**Rating:** 4.0/5.0 stars

**Reviewed by:** Scott S. | Associate Customer Success Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** June 12, 2026

**What do you like best about ChurnZero?**

The ability to summarize on going issues with our customers.

**What do you dislike about ChurnZero?**

Honestly, my biggest headaches with it have been on our company's end in getting me the permissions to see what I need for my role.

**What problems is ChurnZero solving and how is that benefiting you?**

Seeing what our customers need.

  ### 37. ChurnZero Makes Client Management Effortless and Personalized

**Rating:** 4.0/5.0 stars

**Reviewed by:** Stephanie W. | Account Manager, Enterprise (> 1000 emp.)

**Reviewed Date:** November 26, 2025

**What do you like best about ChurnZero?**

I like ChurnZero because it actually makes my job easier. It gives me a clear view into how clients are using the product, nudges me when someone might need support, and helps me stay organized without feeling robotic. It lets me reach out at the right time, with the right context, so conversations feel helpful, not forced.

**What do you dislike about ChurnZero?**

Sometimes I feel that it can be hard to find client communication within ChurnZero. It also rates clients at a very high level “churn”  score even when the client has been using the platform somewhat frequently, so I find that misleading.

**What problems is ChurnZero solving and how is that benefiting you?**

When I have questions about if a client is using our platform, I can log in to see their analytics. It lets me know how often they log in as well as what platform features they’re using.

  ### 38. Easy to Use, Scales Well, and Integrates Smoothly with Salesforce

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** June 16, 2026

**What do you like best about ChurnZero?**

Easy to use and navigate, especially understanding the latest communications to the clients. Good at large scale plays and surveys. Good at segmenting customer info and analyzing customer base.

No issues with performance. Good integration with Salesforce.

**What do you dislike about ChurnZero?**

Parent/ Child accounts can be a bit challenging.

Journeys and Success Plans are a bit limiting.

Unable to link a customized survey to a churnscore.

**What problems is ChurnZero solving and how is that benefiting you?**

Full snapshot of our customer base, their health and their activity.

  ### 39. Powerful, Intuitive Platform with Game-Changing Flexibility

**Rating:** 5.0/5.0 stars

**Reviewed by:** Aaron R. | VP Customer Success, Small-Business (50 or fewer emp.)

**Reviewed Date:** January 08, 2026

**What do you like best about ChurnZero?**

ChurnZero is a very strong Customer Success platform with a clean, intuitive UI and a lot of depth once you get under the hood. The support team is consistently responsive and knowledgeable..

One of the biggest differentiators for us is the Live Export functionality to Google Sheets, which allows us to manage and extend dashboards outside the platform without losing freshness. That flexibility is huge for our team and leadership. 

The design and configuration experience is modern and easy to work with, and it’s clear the product team is staying ahead of the AI curve with new feature sets and enhancements that feel purposeful rather than gimmicky.

**What do you dislike about ChurnZero?**

The onboarding journeys and initial setup could benefit from some simplification, especially for more advanced use cases. While the platform is very powerful, new users can feel a bit overwhelmed early on without clear opinionated defaults.

Once you’re up and running, things click quickly, but reducing early complexity would improve time-to-value.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero helps us proactively manage customer health, engagement, and retention at scale. It gives our CS team a centralized system for tracking usage signals, orchestrating journeys, and aligning around a single source of truth.

The survey capabilities (NPS, CSAT, etc.) are excellent, easy to deploy, and integrate well into broader workflows. Combined with strong integration capabilities, ChurnZero fits naturally into our existing tech stack.

Overall, it enables better prioritization, earlier risk detection, and more consistent customer engagement across the lifecycle.

  ### 40. User-Friendly Interface, Effective Account Management

**Rating:** 4.0/5.0 stars

**Reviewed by:** Alisha H. | Client Success Manager, Real Estate

**Reviewed Date:** January 06, 2026

**What do you like best about ChurnZero?**

I like ChurnZero's interface because it has been very easy to navigate to accounts and review the account history within minutes, which helps get up to speed on clients. The integration with communication channels is great too; I enjoy being able to sync with my email and having an at-a-glance view of my calendar.

**What do you dislike about ChurnZero?**

I'm finding it challenging to understand how segments can be created under different tabs. There seems to be a potential for duplicates because segments can be created on both a user level and a corporate/global level. Also, a user has to become familiar with the filters to know what can be created. It would be great if there was a test or training environment for users in addition to the visual aids in the training courses.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to centrally manage key account details like communication, usage, and contacts. The user-friendly interface helps me navigate accounts and grasp client history quickly, which is crucial for my role. Integrating communication channels also provides a seamless overview of my schedule.

  ### 41. Transforms Customer Engagement with Intuitive Usability

**Rating:** 5.0/5.0 stars

**Reviewed by:** Hristina A.

**Reviewed Date:** January 05, 2026

**What do you like best about ChurnZero?**

I love the ability to put together Success plans that can include the customer. Another feature that excites me about ChurnZero is the Dashboard feature that allows me to present to my executive team in minutes. It helps me prepare for customer meetings much faster as all my communications are logged right there, not to mention the ability to send out automatically drafted follow-up emails to my customer after every call in mere minutes. The ability to switch from reactive to proactive mode is invaluable and our support team is absolutely remarkable. No question is ever left unanswered and all needs are addressed timely. Additionally, the initial setup was a complex process that was made easy by the skillful team at ChurnZero.

**What do you dislike about ChurnZero?**

The Customer success plan can be a bit more project management driven and allow for better timeline view, as well as the ability to group tasks and achievements to form a more comprehensive success plan.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to fight churn, segment accounts, and predict churn based on data. It allows me to make outreach decisions based on needs and automatically send templated communications, reducing guesswork and enhancing proactive engagement.

  ### 42. Comprehensive Tool for Customer Management

**Rating:** 4.5/5.0 stars

**Reviewed by:** Carlos R. | Mid-Market (51-1000 emp.)

**Reviewed Date:** March 04, 2026

**What do you like best about ChurnZero?**

I like that ChurnZero is an excellent tool for managing a large client portfolio and keeping everything organized. Features like Success Plan, Journey, and Task really help us organize our daily activities and simplify our management. Additionally, I find that ChurnZero is much more comprehensive for client management.

**What do you dislike about ChurnZero?**

Integrations with other platforms might be smoother or able to connect with more apps within the same ecosystem. Nonetheless, it doesn't work poorly.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero helps us organize, classify, and manage our customer information, facilitating the control of our portfolio. It is valuable for managing customers in an orderly manner and organizing day-to-day activities with functionalities like Success Plan and Journey.

  ### 43. Since investing in ChurnZero, we haven't looked back!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jenni W. | Manager Digital Experience, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 07, 2021

**What do you like best about ChurnZero?**

ChurnZero enables us to manage customer engagement for multiple product lines of our business. Through the years we have experienced how responsive the product team is to frequently delivering vital enhancements that allow customers like us to improve our ability to serve our customers - from small but important quality of life improvements for our processes, to the ability to leverage AI and take advantage of integrations with our other systems.

**What do you dislike about ChurnZero?**

I do not have complaints at this time - everything is working great!

**What problems is ChurnZero solving and how is that benefiting you?**

Centralizing and surfacing motions across the customer lifecycle.

  ### 44. Effortless Setup with ChurnZero: A Customer Success Powerhouse

**Rating:** 5.0/5.0 stars

**Reviewed by:** Lauren D. | Mid-Market (51-1000 emp.)

**Reviewed Date:** December 28, 2025

**What do you like best about ChurnZero?**

I love that ChurnZero's core functionality is best in class. With the Devless integration, I can quickly get things set up and running, making an impact far beyond what I could achieve with any other tool. It's pretty impressive that I don't need a dedicated development team, as the DevOps integration allows me to set it up without any additional support. Another aspect I like is its seamless integration with Salesforce, which lets me automate fields and use them as trigger points, continuing to make impacts across my organization. The initial setup was super easy too.

**What do you dislike about ChurnZero?**

The process to manually upload data can be a little cumbersome, and there is a hypothesis that all users would be logged in the CRM given the specific nature of our business, but that's not true for us.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to identify risks, centralize data, quickly assist clients needing support, and promote clients while delivering NPS. It solves nearly all my problems, providing best-in-class functionality and impactful integrations, making setup easy even without a development team.

  ### 45. Useful Client Profile Data with Customizable Fields

**Rating:** 5.0/5.0 stars

**Reviewed by:** John E. | Training Specialist, Mid-Market (51-1000 emp.)

**Reviewed Date:** May 26, 2026

**What do you like best about ChurnZero?**

Useful data drawn from client profiles and customizable fields.

**What do you dislike about ChurnZero?**

Not much honestly. If it were easier to access and utilize API stuff I would be happier.

**What problems is ChurnZero solving and how is that benefiting you?**

It helps me figure out trained/untrained churn and how to remedy that.

  ### 46. Proactive Account Management with ChurnZero

**Rating:** 4.5/5.0 stars

**Reviewed by:** Christopher B. | Senior Director, Customer Success

**Reviewed Date:** January 15, 2026

**What do you like best about ChurnZero?**

I like how ChurnZero helps me enable proactive, data-driven customer success at scale. The combination of real-time health scores, automation, and visibility into accounts allows us to focus on the right accounts at the right time. It provides me with visibility into where to intervene and helps centralize data, health scoring, and workflows which allows CS leaders and CSMs to prioritize the right action across accounts at the right time.

**What do you dislike about ChurnZero?**

I find the deeper automation between account level data and success plans lacking. Right now, account-level fields can't be automatically populated into Success Plans, which means I have to do manual work.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to manage account health and monitor usage, providing me visibility to intervene. It centralizes data for CS leaders and CSMs to prioritize actions, enabling proactive, data-driven CS at scale with real-time health scores and automation.

  ### 47. I use this tool all day - every day

**Rating:** 5.0/5.0 stars

**Reviewed by:** Chelsea K. | Senior Manager, Customer Operations, Mid-Market (51-1000 emp.)

**Reviewed Date:** August 24, 2023

**What do you like best about ChurnZero?**

ChurnZero - One of the Most Actionable and Powerful Tools in My Day-to-Day Workflow

I absolutely love ChurnZero! It’s one of the most actionable and powerful tools I use daily. The platform allows me to build incredibly rich, specific customer segments based on application usage, which is a game changer for targeting outreach efforts.

The ability to set success goals and track customer engagement has made it much easier to understand the direct impact of our outreach. Whether it's preventing churn or driving adoption, ChurnZero gives us the insights and tools needed to take meaningful action.

Another major highlight is the support and services team at ChurnZero – they’re always responsive, knowledgeable, and a pleasure to work with! Their dedication to helping us maximize the platform's potential makes the experience even more valuable.

Overall, ChurnZero has been an essential tool in driving customer success and I highly recommend it to anyone looking for a solution to truly understand and engage with their customers.

**What do you dislike about ChurnZero?**

I would love the ability to auto delete tasks in a workflow.

**What problems is ChurnZero solving and how is that benefiting you?**

ChurnZero is solving key challenges around both proactive and reactive churn management within our organization.

On the proactive side, it helps us track product engagement, identify early signs of disengagement, and take targeted action to prevent churn. By monitoring how customers are using our product, we can engage them in a timely manner, ensuring they derive maximum value and remain loyal.

On the reactive side, ChurnZero allows us to quickly address churn risks with personalized, data-driven outreach. It provides detailed insights into customer behavior and health, which ensures our team can prioritize accounts and intervene before issues escalate.

Additionally, ChurnZero is a key part of our onboarding process, helping us manage the journey from the first touchpoint through to full product adoption. With its segmentation capabilities, we can tailor our outreach and measure progress toward new product adoption goals. This ensures our customers are not only onboarded successfully but also empowered to use our product to its full potential.

Overall, ChurnZero’s comprehensive toolset is helping us drive customer success, reduce churn, and achieve higher levels of product adoption.

**Official Response from Maureen Rice:**

> Hi Chelsea, thank you so much for your review! I'm Maureen Rice, ChurnZero's customer marketing manager, and I am SO happy to hear about your experience with ChurnZero so far. 

If you're willing, feel free to email me about your deleting task use case, and I'll log it as product feedback ASAP. My email is mrice@churnzero.net. Thanks again! 

  ### 48. Centralized Command for Seamless Account Management

**Rating:** 5.0/5.0 stars

**Reviewed by:** Madeline S. | Customer Success Manager

**Reviewed Date:** February 09, 2026

**What do you like best about ChurnZero?**

CZ is my command center, and I use it to proactively manage account health, track engagement, and prioritize where I can drive the most impact. I appreciate how CZ keeps all my notes, call recaps, and touchpoints tidy and centralized, providing a clear, reliable history of what's happened and what’s next. What I like most about ChurnZero is that it gives me a single, centralized view of my entire book of business. I also really like the dashboards!

**What do you dislike about ChurnZero?**

I would like if there were dedicated tabs for 'History' separating Support tickets, touchpoints and opportunity signal.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to manage account health, track engagement, and prioritize tasks. It centralizes all my notes, calls, and touchpoints, giving me a clear, reliable history of activities for my business.

  ### 49. Comprehensive Customer Monitoring with Custom Reports

**Rating:** 5.0/5.0 stars

**Reviewed by:** Ellie G. | Vice President, Mid-Market (51-1000 emp.)

**Reviewed Date:** December 22, 2025

**What do you like best about ChurnZero?**

I use ChurnZero to monitor, manage, and communicate across our customer base effectively. I appreciate the visibility and analytics it provides, helping me prioritize work and ensure customers gain value from our product. ChurnZero allows me to design reporting that fits our needs, offering preconfigured dashboards as well as the flexibility to create reports specific to our use cases. I love that it enables me to monitor and manage the customer lifecycle all in one place, making it convenient to oversee everything. I also frequently recommend ChurnZero, giving it a 10 out of 10 for its performance.

**What do you dislike about ChurnZero?**

Coming into ChurnZero having already been configured two years prior, I wish there were more prescriptive ways to monitor Churn, NPS, CSAT that could have enabled this team to operate better sooner. The person who implemented was new to CS and could have used more guidance and less flexibility.

**What problems is ChurnZero solving and how is that benefiting you?**

I use ChurnZero to monitor, manage, and communicate across our customers, helping me get visibility and analytics for prioritizing work and ensuring customer value. It centralizes customer lifecycle monitoring and allows me to design tailored reporting.

  ### 50. A Workflow Automation Dream for Customer Success

**Rating:** 4.5/5.0 stars

**Reviewed by:** Sultaan S. | Customer Success Specialist II, Small-Business (50 or fewer emp.)

**Reviewed Date:** October 06, 2025

**What do you like best about ChurnZero?**

I really appreciate how I can create segments, plays, and journeys tailored to both accounts and contacts. This functionality makes it incredibly easy to automate sending emails, update account information without manual work, and share details with external parties, all with little effort once everything is set up. ChurnZero has empowered us to nearly double our customer base without needing to add more team members, since it handles so many tasks for us. Also, there is a good amount of resources and articles to self-serve when you are trying out a new workflow. And if that doesn't work, I know I can rely on their customer support team and our CSM (shoutout Alex!!).

**What do you dislike about ChurnZero?**

My main concern with ChurnZero is the limited flexibility in how ChurnScores are calculated. While I understand the reasoning and intention behind their approach, I find the process less intuitive than I would like.

**What problems is ChurnZero solving and how is that benefiting you?**

As a startup, our priority is achieving sustainable scalability as we expand. This approach allows us to avoid hiring additional team members every time we reach a new milestone in customer growth. We truly appreciate how ChurnZero helps us minimize manual tasks by enabling us to create automations and tools that boost our productivity and even eliminate certain responsibilities entirely.


## ChurnZero Discussions
  - [Does ChurnZero have a Customer Success blog?](https://www.g2.com/discussions/blog) - 2 comments, 2 upvotes
  - [Can I schedule a demo of ChurnZero?](https://www.g2.com/discussions/demo-request) - 1 comment, 2 upvotes
  - [Why should you choose ChurnZero?](https://www.g2.com/discussions/why-churnzero) - 1 comment, 2 upvotes
  - [What other products does ChurnZero integrate with?](https://www.g2.com/discussions/native-integrations-829b4a2f-3782-445a-8373-5f4d9fc31118) - 1 comment, 2 upvotes
  - [Best advice for not getting overwhelmed?](https://www.g2.com/discussions/36867-best-advice-for-not-getting-overwhelmed) - 1 comment, 1 upvote

- [View ChurnZero pricing details and edition comparison](https://www.g2.com/products/churnzero/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-18+12%3A56%3A41+-0500&secure%5Bsession_id%5D=5b7f89f4-57d9-4000-8fa1-4317313e643e&secure%5Btoken%5D=58541d58d73199c0e7358dcd195e949bd00c3865aff0f3e51b43fce7e5005ed5&format=llm_user)
## ChurnZero Integrations
  - [Absorb LMS](https://www.g2.com/products/absorb-software-absorb-lms/reviews)
  - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews)
  - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews)
  - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
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## ChurnZero Features
**Customer Information**
- Customer Health Scores
- Customer Monitoring
- Customer Profiles
- Playbooks
- Customer Segments
- Product Engagement
- Surveys

**User Analysis**
- Survey Implementation
- Data Analysis

**Sales Team**
- Flexible Sales Process
- Training Mode
- Playbooks

**Platform Basics**
- Templates
- Exporting
- Multi-user Access and Collaboration
- Multiple Personas
- Data Analytics 

**Platform Basics**
- Dynamic Segmentation
- Journey Optimization

**Analytics**
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT) Score
- Customer Effort Score (CES)
- Gamification

**Onboarding Setup**
- Workflows
- Templates
- Checklists

**Predictions**
- Churn Risk
- Upsell Opportunities
- Custom Triggers
- Machine Learning

**User Support**
- User Segmentation
- Multi-Language Support
- Behavior-responsive Messaging

**Intelligence**
- Opportunity Identification
- Zero-touch Renewals
- Smart Content

**Platform Data**
- Journey Reporting
- Trends Reporting
- Dashboards
- Advanced Data Filtering

**Customization**
- Stakeholder Management
- Multilanguage Support
- Multiple Branding Support
- Vertical-specific Solutions

**Project Tracking**
- Monitoring
- Resources
- Content
- Tasks
- Optimization

**Agentic AI - Customer Journey Mapping**
- Autonomous Task Execution

**Platform**
- Reporting & Dashboards
- API & Integrations
- Data Import & Export Tools
- Workflow Capability
- Notifications
- Customization
- Scalability
- Data Security
- Performance & Reliability
- User, Role, and Access Management

**Walkthrough Type**
- Audio-visual Walkthroughs
- Text Bubble Walkthroughs

**Mapping**
- Multiple Org Charts
- Stakeholder Roles

**Platform Additional Functionality**
- Journey Mapping
- Integrations
- Automated Alerts

**Customer Engagement**
- Portal
- Engagement
- Branding
- Visibility
- Collaboration

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Platform Basics - Digital Adoption Platform**
- Integration
- Communications

**Agentic AI - Customer Journey Analytics**
- Autonomous Task Execution
- Adaptive Learning
- Proactive Assistance

**Agentic AI - Experience Management**
- Autonomous Task Execution
- Natural Language Interaction
- Proactive Assistance

**Agentic AI - Customer Revenue Optimization**
- Autonomous Task Execution
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

**Analytics - Digital Adoption Platform**
- Analytics

**Agentic AI - Customer Success**
- Autonomous Task Execution
- Multi-step Planning
- Natural Language Interaction
- Proactive Assistance

**Functions - Digital Adoption Platform**
- Customer self-service
- In-app guidance

**Agentic AI - Digital Adoption Platform**
- Adaptive Learning

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