# Best Customer Success Software

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

   Customer success software enables businesses to proactively guide customers toward achieving their desired outcomes through continuous lifecycle management. Customer success managers (CSM) use these platforms to monitor customer health, increase product adoption, expand and upsell accounts, and drive retention across their portfolio of accounts. To accomplish this, customer success platforms have multi-faceted health scoring metrics that predict churn risk by combining product usage data, engagement activity, support interactions, and commercial metrics. Playbooks support these core responsibilities by making best practices scalable, responses to health signals systematic, and customer interventions consistent across portfolios, regardless of the CSM's experience level. These platforms are especially helpful for companies with subscription-based business models to systematically grow an established customer base, identify any red flags, and increase customer retention rates.

Unlike customer service software that reactively resolves support issues, these products are used by customer success and post-sales teams as off-the-shelf solutions to drive customer outcomes and revenue growth. Customer success initiatives are vital to preserving and expanding revenue, boosting customer advocacy, and sustaining corporate profitability and growth. Customer success software often integrates with [CRM software](https://www.g2.com/categories/crm) for account and revenue data, [help desk software](https://www.g2.com/categories/help-desk) for support-related metrics, and [product analytics software](https://www.g2.com/categories/product-analytics) for product usage data.

To qualify for inclusion in the Customer Success category, a product must:

- Monitor and score customer health using native, multi-factor models combining product usage, engagement, support interactions, commercial data, and historical data
- Predict future customer growth and churn risk with built-in dashboards or graphs using data related to account engagement, product usage, satisfaction, payments, and more
- Provide automated playbooks for lifecycle stages (onboarding, adoption, renewal, expansion) triggered by time, behavior, and health changes
- Have revenue tracking metrics built-in (ARR, NRR, GRR, churn, contraction, expansion) and attribute outcomes to customer success activities
- Enable digital customer engagement through in-product messaging, surveys (NPS, CSAT, CES), self-service portals, or success planning tools





## Category Overview

**Total Products under this Category:** 59


## Trust & Credibility Stats

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

- 30 Analysts and Data Experts
- 12,900+ Authentic Reviews
- 59+ 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

- **Leader:** [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews)
- **Highest Performer:** [Kapta](https://www.g2.com/products/kapta/reviews)
- **Easiest to Use:** [Custify](https://www.g2.com/products/custify/reviews)
- **Top Trending:** [Customerscore.io](https://www.g2.com/products/customerscore-io/reviews)
- **Best Free Software:** [Vitally](https://www.g2.com/products/vitally/reviews)


---

**Sponsored**

### Velaris

Velaris is the intelligent AI system for managing customers at scale. It centralizes your customer data, analyzes it to surface health signals, automates admin work and helps you stay on top of your tasks. Track everything that's happening with your customers in one place. Get alerted to churn risk and expansion opportunity with AI-augmented health scores. Automate repetitive tasks with AI agents and agentic workflows. Standardize processes with repeatable playbooks. Organize projects and docs in an AI-augmented collaborative workspace. Request a demo to see our agentic platform in action.



[Visit company 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&secure%5Btoken%5D=4e3495e979752ca9efd7a4b1d1434c1d7105e82257fc4005684ca54f06d43fa8&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. [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:** 2,806

**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 (785,472 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)

  ### 2. [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:** 1,571

**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 (1,802 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9475578/ (141 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)

  ### 3. [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:** 907

**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 (1,043 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/10168756/ (227 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)

  ### 4. [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:** 1,647

**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 (13,148 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/841640/ (1,107 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)

  ### 5. [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:** 683

**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/ (132 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, CSM
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 54% Mid-Market, 41% 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)

  ### 6. [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:** 1,137

**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/ (145 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)

  ### 7. [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:** 486

**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 (628 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/18314355/ (47 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)

  ### 8. [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:** 681

**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 (12,232 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:** 53% 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)

  ### 9. [Velaris](https://www.g2.com/products/velaris/reviews)
  Velaris is the intelligent AI system for managing customers at scale. It centralizes your customer data, analyzes it to surface health signals, automates admin work and helps you stay on top of your tasks. Track everything that's happening with your customers in one place. Get alerted to churn risk and expansion opportunity with AI-augmented health scores. Automate repetitive tasks with AI agents and agentic workflows. Standardize processes with repeatable playbooks. Organize projects and docs in an AI-augmented collaborative workspace. Request a demo to see our agentic platform in action.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 125

**User Satisfaction Scores:**

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


**Seller Details:**

- **Seller:** [Velaris](https://www.g2.com/sellers/velaris)
- **Company Website:** https://www.velaris.io/
- **HQ Location:** London
- **LinkedIn® Page:** https://www.linkedin.com/company/velaris/ (127 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 53% Mid-Market, 42% Small-Business


#### Pros & Cons

**Pros:**

- Automation (7 reviews)
- Ease of Use (7 reviews)
- Insights (6 reviews)
- Time-saving (6 reviews)
- Customer Support (5 reviews)

**Cons:**

- Limited Customization (2 reviews)
- Implementation Issues (1 reviews)
- Learning Curve (1 reviews)
- Missing Features (1 reviews)
- Not Intuitive (1 reviews)

  ### 10. [Freshdesk Customer Success](https://www.g2.com/products/freshdesk-customer-success/reviews)
  Freshdesk Customer Success is a Customer Success Management platform that helps B2B companies maximize customer value.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 22

**User Satisfaction Scores:**

- **Scalability:** 8.8/10 (Category avg: 8.8/10)
- **Workflow Capability:** 9.1/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 8.3/10 (Category avg: 8.8/10)
- **Ease of Use:** 9.6/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks)
- **Year Founded:** 2010
- **HQ Location:** San Mateo, CA
- **Twitter:** @FreshworksInc (19,012 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,344 employees on LinkedIn®)
- **Ownership:** NASDAQ: FRSH

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services
  - **Company Size:** 41% Mid-Market, 32% Small-Business


#### Pros & Cons

**Pros:**

- Case Management (2 reviews)
- Ease of Use (2 reviews)
- Automation (1 reviews)
- Connectivity (1 reviews)
- Customer Support (1 reviews)

**Cons:**

- Difficult Reporting (1 reviews)
- Slow Performance (1 reviews)
- UX Improvement (1 reviews)

  ### 11. [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/ (145 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)

  ### 12. [ClientSuccess](https://www.g2.com/products/clientsuccess/reviews)
  ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base. We deliver a holistic, personal approach to managing success throughout the customer lifecycle. Our true Customer Success Management Platform™ provides actionable insights, rich customer analytics, and best practices to reduce churn, increase revenue, and maximize the lifetime value of the customer. We believe that SaaS is more than software and service. It’s about relationships. Think beyond acquisition and support. You want a customer for life. And not one that exists because they’re locked into a contract. You want a customer that chooses to partner with you because you help them accomplish their goals and succeed—through personal relationships and delightful experiences. ClientSuccess is more than a reporting tool that users reference once or twice a week. We're a true customer management platform, providing a powerful solution for the front-line customer success managers and actionable insights for Executives.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 419

**User Satisfaction Scores:**

- **Scalability:** 8.1/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.0/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 8.3/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.9/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [ClientSuccess](https://www.g2.com/sellers/clientsuccess)
- **Year Founded:** 2014
- **HQ Location:** American Fork, UT
- **Twitter:** @clientsuccess (2,162 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3595230/ (37 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:** 55% Mid-Market, 42% Small-Business


#### Pros & Cons

**Pros:**

- Client Management (2 reviews)
- Customer Support (2 reviews)
- Integrations (2 reviews)
- Analytics (1 reviews)
- Automation (1 reviews)

**Cons:**

- Field Limitations (1 reviews)
- Limited Customization (1 reviews)
- Limited Features (1 reviews)
- Poor UI Design (1 reviews)

  ### 13. [Kapta](https://www.g2.com/products/kapta/reviews)
  Account Management Software Reimagined Prioritize customer retention. Accelerate revenue growth. Transform client relationships. Scale your team with ease. Kapta's software allows Account Management and Customer Success leaders to answer 3 critical questions about their customers: 1) Which customers are healthy and which are at risk? 2) Do we have actionable and accountable plans (growth plans, save plans, close plans) in place with each strategic account? 3) How do we measure and communicate value to customers?


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 18

**User Satisfaction Scores:**

- **Scalability:** 9.0/10 (Category avg: 8.8/10)
- **Workflow Capability:** 9.2/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 9.1/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.5/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Kapta](https://www.g2.com/sellers/kapta)
- **Year Founded:** 2008
- **HQ Location:** Boulder, CO.
- **Twitter:** @kapta (1,521 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/kapta/ (8 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services
  - **Company Size:** 56% Mid-Market, 39% Small-Business


#### Pros & Cons

**Pros:**

- Account Management (1 reviews)
- Customer Support (1 reviews)
- Efficiency (1 reviews)
- Intuitive (1 reviews)
- Reporting (1 reviews)


  ### 14. [Hook](https://www.g2.com/products/hook-technology/reviews)
  Hook enables businesses to grow revenue from their customers using data. We help revenue teams forecast their growth, focus their time and act faster. We monitor all aspects of how your customers engage with your team and product to know when things are going well, and when things aren't going as expected. Hook helps your team to take action by triggering engagement through emails and nudges, and we measure what works. Through predictive machine learning, we take the guesswork out of your day to day and focus your time where it matters most. Visit us at hook.co and follow @hook-technology on Linkedin


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 53

**User Satisfaction Scores:**

- **Scalability:** 9.1/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.2/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 9.0/10 (Category avg: 8.8/10)
- **Ease of Use:** 9.1/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Hook](https://www.g2.com/sellers/hook-75b3ae03-b377-4473-833d-90fbacb13a44)
- **Year Founded:** 2020
- **HQ Location:** London, England
- **LinkedIn® Page:** https://www.linkedin.com/company/hook-technology/ (81 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 85% Mid-Market, 11% Enterprise


#### Pros & Cons

**Pros:**

- Visibility (5 reviews)
- Insights (4 reviews)
- Intuitive (4 reviews)
- Reporting (4 reviews)
- Engagement Improvement (3 reviews)

**Cons:**

- Note Management (3 reviews)
- Dashboard Issues (2 reviews)
- Data Delays (2 reviews)
- Data Inaccuracy (2 reviews)
- Inaccurate Forecasting (2 reviews)

  ### 15. [Customerscore.io](https://www.g2.com/products/customerscore-io/reviews)
  CustomerScore is an AI retention agent for SaaS teams. It finds where customers drop off and automatically builds and runs the playbooks to stop it. Most SaaS companies lose customers silently. The signals are there — dropping engagement, stalled adoption, payment issues — but no one connects the dots fast enough. By the time churn shows up in reports, the window to intervene has already closed. The churn signals are already in your data: - Engagement dropping - Feature adoption stalling - Low usage before upcoming renewals - Payment issues in Stripe How CustomerScore works: 1. Connects your existing tech stack Mixpanel, PostHog, Segment, HubSpot, Salesforce, Intercom, Stripe, Chargebee — plus any internal database or custom source via API and SDK. 2. ML finds where customers drop off After connecting your data, ML analyzes weak points across the entire customer journey — onboarding friction, activation gaps, churn risk, expansion blockers. Then AI automatically builds and runs retention playbooks tailored to each segment and problem: - Sends personalized email sequences directly to customers - Drafts follow-up emails for your CS team - Creates tasks in CRM - Alerts your team in Slack - Triggers in-app guidance tools Common use cases: - Churn prevention: Auto-email when engagement drops 40% - Renewal protection: Proactive outreach 30 days before renewal for at-risk accounts - Expansion triggers: Alert CS team when usage hits 80% of plan limit - Onboarding nudges: Automated follow-up when key features aren't adopted Built for: Lean CS, Growth, and RevOps teams at SaaS companies Results: Customers typically save 20–30% of at-risk accounts. Setup: 30 minutes to first workflow. No code required. No implementation project. No CSM required. Just connect and go.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 40

**User Satisfaction Scores:**

- **Scalability:** 9.4/10 (Category avg: 8.8/10)
- **Workflow Capability:** 9.4/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 9.6/10 (Category avg: 8.8/10)
- **Ease of Use:** 9.5/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Customerscore.io](https://www.g2.com/sellers/customerscore-io)
- **HQ Location:** Prague, Czechia
- **LinkedIn® Page:** https://www.linkedin.com/company/customerscore-io/ (6 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 60% Small-Business, 40% Mid-Market


#### Pros & Cons

**Pros:**

- Automation (8 reviews)
- Engagement Improvement (7 reviews)
- Proactivity (7 reviews)
- Ease of Use (6 reviews)
- Customer Support (4 reviews)

**Cons:**

- Dependency Issues (1 reviews)
- Learning Curve (1 reviews)
- Limited Customization (1 reviews)

  ### 16. [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 (7,747 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


  ### 17. [Skalin](https://www.g2.com/products/skalin/reviews)
  Skalin helps B2B SaaS better onboard, engage and grow their customers with its 360° view, AI-powered Health Scores and powerful automation capabilities. Main Features: → Opportunities & threats in a single 360° Customer view → Health score to prevent churn and boost upselling → Smart alerts for shifting from reactive to proactive → Playbooks for delivering Success at scale 💻 More info: https://www.skalin.io/ 📅 Book a demo: https://www.skalin.io/book-demo


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 31

**User Satisfaction Scores:**

- **Scalability:** 9.3/10 (Category avg: 8.8/10)
- **Workflow Capability:** 9.2/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 9.3/10 (Category avg: 8.8/10)
- **Ease of Use:** 9.3/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Skalin](https://www.g2.com/sellers/skalin)
- **Year Founded:** 2020
- **HQ Location:** Paris, FR
- **LinkedIn® Page:** https://www.linkedin.com/company/skalin (8 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 55% Small-Business, 45% Mid-Market


#### Pros & Cons

**Pros:**

- Automation (1 reviews)
- Proactivity (1 reviews)


  ### 18. [ZapScale](https://www.g2.com/products/zapscale/reviews)
  ZapScale is an AI-powered customer success platform for B2B SaaS companies, designed for CS organizations to help them foster stronger customer relationships. Designed to reduce customer churn, improve retention and drive upsell opportunities, ZapScale gives your CS team AI-driven the insights, automation and predictive analytics that you need to truly understand and support each customer.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 114

**User Satisfaction Scores:**

- **Scalability:** 9.0/10 (Category avg: 8.8/10)
- **Workflow Capability:** 9.2/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 9.4/10 (Category avg: 8.8/10)
- **Ease of Use:** 9.4/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [ZapScale Inc. ](https://www.g2.com/sellers/zapscale-inc)
- **Year Founded:** 2021
- **HQ Location:** Delaware, US
- **Twitter:** @ZapScale (34 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/zapscale/ (15 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 53% Small-Business, 45% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (11 reviews)
- Insights (9 reviews)
- Automation (7 reviews)
- Customer Success (5 reviews)
- Customer Support (5 reviews)

**Cons:**

- Missing Features (4 reviews)
- Slow Performance (3 reviews)
- Limited Customization (2 reviews)
- Limited Features (2 reviews)
- Complexity (1 reviews)

  ### 19. [Statisfy Agentic Customer Success Platform](https://www.g2.com/products/statisfy-agentic-customer-success-platform/reviews)
  Statisfy’s Agentic Customer Success Platform is built to automate and streamline complex customer success workflows. Our Health Agent manages account health and provides recommended best next steps, boosting both renewals and expansion. Our Meeting Agent automates the entire meeting lifecycle, increasing productivity and therefore revenue per employee. And our Knowledge Agent makes customer insights accessible and useful to every person in the organization, improving organizational agility and accelerating decision-making.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 14

**User Satisfaction Scores:**

- **Scalability:** 8.3/10 (Category avg: 8.8/10)
- **Workflow Capability:** 9.2/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 6.7/10 (Category avg: 8.8/10)
- **Ease of Use:** 9.5/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Statisfy](https://www.g2.com/sellers/statisfy)
- **Year Founded:** 2023
- **HQ Location:** N/A
- **LinkedIn® Page:** https://www.linkedin.com/company/statisfy (25 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager
  - **Top Industries:** Computer Software
  - **Company Size:** 57% Mid-Market, 21% Small-Business


#### Pros & Cons

**Pros:**

- Customer Support (6 reviews)
- Ease of Use (6 reviews)
- Efficiency (5 reviews)
- Artificial Intelligence (4 reviews)
- Time-saving (4 reviews)

**Cons:**

- Automation Issues (2 reviews)
- Difficult Reporting (2 reviews)
- Improvements Needed (2 reviews)
- Missing Features (2 reviews)
- Poor Reporting (2 reviews)

  ### 20. [TeamSupport](https://www.g2.com/products/teamsupport/reviews)
  TeamSupport takes you beyond the ticket to deliver the answers your customer, your team, and your business need. More than a ticket management tool, TeamSupport is a purpose-built AI customer success platform for growing B2B SaaS companies, where onboarding, support, and ongoing innovation are the keys to acquiring, growing, and retaining customer relationships. We focus on the actual use of your SaaS product — listening to the signals embedded in every onboarding call, every first-time question about a feature, and every persistent bug report. Those moments aren’t just support interactions; they’re a goldmine of product and customer insight. We ensure your customers are trained, guided through adoption, supported to get maximum value, and encouraged to expand their use. With our account-level insights and B2B-focused AI agent you can make better decisions, protect your customer base, and keep growing.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 877

**User Satisfaction Scores:**

- **Ease of Use:** 8.8/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [TeamSupport](https://www.g2.com/sellers/teamsupport)
- **Company Website:** https://www.teamsupport.com/
- **Year Founded:** 2008
- **HQ Location:** Dallas, TX
- **Twitter:** @TeamSupport (13,523 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/teamsupport-com/ (61 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer, Software Developer
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 44% Mid-Market, 39% Small-Business


#### Pros & Cons

**Pros:**

- Features (14 reviews)
- Ease of Use (13 reviews)
- Helpful (13 reviews)
- Customer Support (9 reviews)
- Simple (8 reviews)

**Cons:**

- Learning Curve (4 reviews)
- Slow Loading (4 reviews)
- Slow Performance (4 reviews)
- Inadequate Search Functionality (3 reviews)
- Integration Issues (3 reviews)

  ### 21. [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/ (42 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)

  ### 22. [CustomerSuccessBox](https://www.g2.com/products/customersuccessbox/reviews)
  CustomerSuccessBox is an AI powered customer success software for B2B SaaS. Backed with $1 Million in March 2018 by pi Ventures and Axilor Ventures, CustomerSuccessBox was built from a clear need for a solution which could deliver ‘proactive’ customer success. Customer Success tracks product adoption to understand customer onboarding, product adoption and usage analysis, and calculating customer health score. It enables customer success managers (CSM)to deliver a consistent customer onboarding experience, improve customer retention, reduce churn,drive upsell and expansion and improve monthly recurring revenue (MRR) and lifetime value (LTV) for SaaS businesses. CustomerSuccessBox processes millions of activities from 250,000 plus end users every week and the patent pending technology is built to handle ~ 2,200 events/second to monitor customer account health. CustomerSuccessBox is being used by global clients like Pipedrive, Raken, Locus, Headset, Netcore, Propertybase, Orange, Hubilio and more.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 134

**User Satisfaction Scores:**

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


**Seller Details:**

- **Seller:** [CustomerSuccessBox](https://www.g2.com/sellers/customersuccessbox)
- **Year Founded:** 2018
- **HQ Location:** San Francisco, California
- **Twitter:** @CustSuccessBox (732 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/13301853/ (3 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 73% Mid-Market, 22% Small-Business


  ### 23. [RetainSure](https://www.g2.com/products/retainsure/reviews)
  RetainSure – The AI Customer Success Manager RetainSure helps B2B subscription businesses streamline Customer Success by giving CSMs and Account Managers everything they need to reduce churn, drive adoption, and save hours every week. 1. Spot churn risk and expansion opportunities early Move beyond traditional health scores. RetainSure analyzes product usage, conversations, tickets, and external signals to highlight the exact accounts that need attention, with clear, actionable insights your team can trust. 2. Get all customer data in one place, instantly No more jumping across dashboards. RetainSure’s AI co-pilot brings every customer’s activity, sentiment, product usage, and renewal context into a single, simple view - available in seconds. 3. Automate repetitive CS work with agentic AI RetainSure’s autonomous AI agents complete repetitive tasks on their own - meeting notes, follow-ups, data entry, reminders, adoption nudges, and more - saving up to 2 hours per CSM per day.


  **Average Rating:** 5.0/5.0
  **Total Reviews:** 10

**User Satisfaction Scores:**

- **Scalability:** 10.0/10 (Category avg: 8.8/10)
- **Workflow Capability:** 9.0/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 10.0/10 (Category avg: 8.8/10)
- **Ease of Use:** 9.6/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [RetainSure](https://www.g2.com/sellers/retainsure)
- **HQ Location:** N/A
- **LinkedIn® Page:** https://www.linkedin.com/company/retainsure/ (1 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Software
  - **Company Size:** 90% Mid-Market, 10% Small-Business


#### Pros & Cons

**Pros:**

- Customer Support (4 reviews)
- Insights (4 reviews)
- AI Integration (3 reviews)
- Ease of Use (3 reviews)
- Proactivity (3 reviews)

**Cons:**

- Difficult Reporting (1 reviews)
- Learning Curve (1 reviews)
- Steep Learning Curve (1 reviews)

  ### 24. [RevSetter](https://www.g2.com/products/revsetter/reviews)
  RevSetter is a cutting-edge CS and revenue platform built on a unique data model and insights engine to super-charge customer success, account management, and revenue teams across the globe. RevSetter unlocks the efficiency of your revenue-facing teams – starting with a streamlined onboarding and fast time-to-value, it’s fully customizable for ICs, managers, and the C-Suite and capable of powering the actions and workflows of the full revenue journey. We built our platform to address the market’s current challenges, while also future-proofing the evolving needs of revenue teams worldwide. It’s time to empower your business with a comprehensive set of solutions ranging from automated workflows, robust data management, dynamic customer journeys, product usage analytics, and much more – all in one innovative solution.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 12

**User Satisfaction Scores:**

- **Scalability:** 9.5/10 (Category avg: 8.8/10)
- **Workflow Capability:** 9.3/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 8.8/10 (Category avg: 8.8/10)
- **Ease of Use:** 9.7/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [RevSetter](https://www.g2.com/sellers/revsetter)
- **Year Founded:** 2020
- **HQ Location:** Santa Monica, US
- **LinkedIn® Page:** https://www.linkedin.com/company/revsetter/ (5 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Games
  - **Company Size:** 92% Small-Business, 8% Mid-Market


  ### 25. [Startdeliver](https://www.g2.com/products/startdeliver/reviews)
  Startdeliver is for Customer Success what CRM is for Sales. A platform that helps CS teams monitor customer health, manage projects and automate workflows – made to be easy to use, easy to integrate, and easy to maintain.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 42

**User Satisfaction Scores:**

- **Scalability:** 8.5/10 (Category avg: 8.8/10)
- **Workflow Capability:** 8.2/10 (Category avg: 8.6/10)
- **Performance & Reliability:** 9.0/10 (Category avg: 8.8/10)
- **Ease of Use:** 8.7/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [Startdeliver](https://www.g2.com/sellers/startdeliver)
- **Year Founded:** 2018
- **HQ Location:** Stockholm, Stockholm County
- **LinkedIn® Page:** https://www.linkedin.com/company/startdeliver/ (9 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 81% Small-Business, 19% Mid-Market


#### Pros & Cons

**Pros:**

- Insights (3 reviews)
- Automation (2 reviews)
- Customer Support (2 reviews)
- Flexibility (2 reviews)
- Overview (2 reviews)

**Cons:**

- Limited Features (2 reviews)
- Complexity (1 reviews)
- Difficult Reporting (1 reviews)
- Difficult Setup (1 reviews)
- Limited Customization (1 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**