As a CSM, I love that ChurnZero narrows my communication streams by integrating with all of my other platforms. It becomes my source of truth.

The AI features it offers allows me to automate the administrative aspects and focus on what truly matters. I find great help from the Snapshot AI, which is great for prepping for calls and account reviews. I also appreciate the scheduled plays and tasks that automatically remind me of approaching lifecycle milestones and potential threats like support tickets open for mutliple days.

The dashboard provides key metrics at my fingertips and then backs them up with deeper report which allows me to look for trends, identify potential issues sooner, and dig deeper right away. The information is not siloed. There are many ways to get where I need to be.

Also, the flexibility to create custom reports through segments means I'm never without the ability to drill down on the data I need to serve my customers and provide leadership KPIs and metrics at a glance. Review collected by and hosted on G2.com.

So far my only complaints about churnzero seem to be related to my company not allowing certain features to be used. I wish we could leverage more of the product Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

ChurnZero is a tool built FOR CSMs. It's nice to have a tool tailored to your needs, rather than making something that was clearly built for Sales "work". It's also great to have the plugins available (like Teams, for example). Review collected by and hosted on G2.com.

It can be a bit slow from time to time, but that's hardly a negative considering the massive amounts of data it has to consider when doing things like creating & running segments. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I really like the automation features and the very clean UI of ChurnZero. My team enjoys diving into the usage part specifically, as it provides a lot of value by showing how and when everyone uses the system. The success centers are a nice addition for our client-facing side, allowing clients to see who to reach out to, which is a big help. Review collected by and hosted on G2.com.

Overall, pretty well rounded software. Would love to see templates on success plans, so being able to repurpose success plans that someone else has used and or admins being able to set up success plans preemptively. And, additionally, another feature would be being able to have a stakeholder map per account to track multi threading efforts, this is currently part of their CS Enablement product, but would love to see it in the default offering. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Navigation: The interface can feel cluttered, often requiring too many clicks to find specific data points. Review collected by and hosted on G2.com.