Custify Reviews & Product Details

I liked the personal onboarding process. I especially appreciate all the insights I finally get about our customers, which are really valuable. The playbooks and all the semi-automated communication functions is particularly beneficial for us, such as setting a trigger for when there's an upsell possibility and then starting direct communication with the customer. I also like how Custify connects with tools like Gmail, Help Scout, Slack, Stripe and Mixpanel, as well as integrates via API with our own backend. Review collected by and hosted on G2.com.

Custify is a quite enhanced, big product with a lot of features, and when setting it up, you can get overwhelmed. We needed quite some time on our end with our dev team to connect the data. In the beginning, you may struggle to identify the most important things. So make sure to block some dev-time for the set-up and be clear on what you want to achieve in the first set-up round. Review collected by and hosted on G2.com.

Custify provides a great Customer Success Software that helped us to unlock potential business growth in our existing Customer base. Custify has a minimal implementaton time and truly prioritizes customers. Review collected by and hosted on G2.com.

Although the implementation process is straight forward and the support team is great, I found that the knowledgebase lacked depth for certain topics. However, Custify provides a great Slack channel were you get responses very quickly. Review collected by and hosted on G2.com.

Custify combines a strong product with a high-quality support model. The dedicated Customer Success team and shared Slack channel with direct access to product specialists have accelerated onboarding, adoption, and cross-functional alignment. Theodora has been exceptional as our CSM she brings clarity, operational rigor, and consistently helps us turn insights into action, driving measurable retention outcomes. Review collected by and hosted on G2.com.

The native reporting suite could offer more customization for advanced analytics. While data exports and integrations support our needs, more in-platform reporting flexibility would improve complex visualization and deeper performance analysis. Review collected by and hosted on G2.com.

The biggest win for us has been getting everything into one view. Before Custify, I was jumping between three different tabs just to see if a client was actually using our platform. Now, I can see their booking trends and support tickets right next to their health score.

Besides this, the Playbooks are a lifesaver. I don't have to remember to check in on every single account, the system just pings me when someones activity drops off or if a client is hitting a defined milestone. Review collected by and hosted on G2.com.

Getting health scores setup took a bit of trial and error. You really have to know which metrics influence the client most before you start, otherwise the data doesn't make sense. Would also be great if the reporting exports were a little more customizable for our board slites. Review collected by and hosted on G2.com.

The most helpful thing about Custify is its automation, along with the integrations with Slack and Outlook. Having everything in sync makes Customer Success much easier. Review collected by and hosted on G2.com.

Filtering for e-mails would be helpful—for example, the option to ignore internal conversations. Review collected by and hosted on G2.com.

As CSM it is my daily one stop shop for account management, reports and much more. The Interface is very user-friendly and the support is exceptionally. Account synch from Hubspost is quick and smooth. Review collected by and hosted on G2.com.

There is not much to dislike. I guess it is down to the people itself if you can get along with or not. Review collected by and hosted on G2.com.

What I like best about Custify is how agile and responsive the team is. From the beginning, they’ve been genuinely open to feedback and have worked closely with us on feature requests — it’s been really rewarding to see those ideas actually make it into the product. The new AI features are already proving useful, and overall we’ve found the platform easy to work with. As a small team, it’s a great fit for us because it scales well and can grow alongside our needs. Review collected by and hosted on G2.com.

There are a few smaller, “niggly” areas where we’d benefit from more flexibility or customisation. In some cases, we need a slightly different way of working compared to how a fixed feature is designed, and it hasn’t always been possible to adapt those parts yet. Review collected by and hosted on G2.com.

I appreciate the wide variety of articles, best practices, and e-books available, which have helped me get started with the platform and use it to define and achieve our own success. Additionally, I value the onboarding process with our dedicated CSM at Custify, as communication and follow-up have been smooth and enjoyable. Custify has become an essential part of my daily toolkit and is very easy to use. Review collected by and hosted on G2.com.

In my experience, there are a few usability issues that could be addressed to enhance the overall use of the platform. For example, when I try to add bullet points, it sometimes causes entire paragraphs to shift unexpectedly. I also find it inconvenient that notes taken during meetings do not appear under the general notes section, and I wish there were options to personalize these preferences. Additionally, I am disappointed that notes, meetings, or health pulses cannot be linked to a specific contact person. Being able to do so would make it much easier to track and understand the activities related to each individual. Review collected by and hosted on G2.com.

Custify gives us a clear, centralised view of customer health, engagement, renewals, and usage data in one place. The customisable health scoring model is especially powerful because we can align it directly to the metrics that drive retention and expansion in our business. The dashboards are clean and actionable, and the playbooks help standardise how our team manages accounts. It is intuitive to use, easy for CSMs to adopt, and integrates well with our existing CRM and product data. Review collected by and hosted on G2.com.

Some of the more advanced reporting requires configuration to fully unlock value, and the AI driven insights are still evolving compared to some larger enterprise platforms.

While integrations are strong, complex data environments may require upfront planning. Overall these are manageable trade offs, but worth noting.

Automation and AI are present but lacking for the needs of our sales team (we need automatic reporting of all the relevant dashboards / reviews - currently using Excel). Review collected by and hosted on G2.com.

I use Custify as a customer success manager to keep track of all our accounts. I love the amount of data I can sync to it, which gives me the ability to segment my customers in more detail and get notifications or playbooks to run accordingly. It helps me avoid going to other tools to search for information, allowing me to segment and categorize clients based on those data points. Custify really brings all the information about a customer into one place. I find it very useful for managing my tasks and staying on top of account risks. Review collected by and hosted on G2.com.

I think the UI is outdated, and the list view of accounts doesn't provide enough customizations. For the UI, I think they should simplify creating dashboards, make it easier to navigate their help center, and provide more customization like the list view of accounts. I wish I could add from a list new properties/attributes, combine lists together, allow the list to be dynamic or static. There was a lot of work to get the data into Custify. Review collected by and hosted on G2.com.