As Head of CSM, what I value most is having all our customers visible and manageable in one place. It's made it much easier to pull data for reporting and to set consistent data-quality standards across customer accounts. The native integrations (e.g. Outlook, Freshdesk, Aircall, tl;dv, etc.), the API connectivity, and the MCP server connection all add significant value — they enable data flow between our different systems and give us a centralized view of everything. Review collected by and hosted on G2.com.

I've shared my feedback and suggestions with our CSM contact, and I've already seen some of them implemented. Overall, I feel there's a huge amount of depth and capability in the system, but this depth can sometimes come at the expense of UX/UI simplicity. There are some everyday-use elements that could be made more user-friendly. For example, email formatting (retaining color settings, keeping formatting intact when copying/pasting). Review collected by and hosted on G2.com.

Custify has become the backbone of how our Customer Success team operates, and the difference shows in day-to-day workflow rather than just in a dashboard that looks nice. The UI is clean and genuinely fast to navigate — building a new customer segment or filtering accounts by health score takes a couple of clicks instead of the ten-minute spreadsheet exercise it used to be. Our CSMs picked it up with almost no training, which says a lot about the UX design. Review collected by and hosted on G2.com.

Honestly, there isn't much to complain about. If I had to pick something, it would be nice to see even more customization options in the reporting module, but it's a minor wish rather than a real issue. Review collected by and hosted on G2.com.

I really appreciate Custify's rich features without a complex UI or workflows, which makes it easy to navigate. The integration and technical support team is great and very responsive, which really helps with setup and any questions I have. I find the Customer Segmentation and Playbooks particularly valuable. Customer Segmentation helps divide customers based on events, attributes, or metrics, making it easy to identify those likely to churn or with high product usage. The Playbooks automate outreach and trigger actions like notifications or task creation, which is incredibly useful for managing customer interactions efficiently. Review collected by and hosted on G2.com.

I personally find the settings a bit crowded, with many sub-items under one main item which makes it sometimes difficult to find a certain setting. I think branded customer portals would be a great addition too, so that we can maintain our look and feel within Custify. Review collected by and hosted on G2.com.

Custify offers a comprehensive suite of tools designed to enhance customer success for SaaS companies. From centralized data management to AI-driven automation, it provides everything needed to streamline processes and improve customer engagement. Review collected by and hosted on G2.com.

I like that Custify provides a centralized application where all data is available in a single source. The AI features are helpful for automation tasks, and I find the Playbooks great for automating mailings. The health scores and life cycles allow for effective grouping of customers, particularly those likely to churn, and segmentation is awesome for identifying active or inactive customers or those not utilizing the full range of features. It took less than a month to go live, which was impressive, and I even rated it a 10 out of 10 for recommending it to a friend or colleague. Review collected by and hosted on G2.com.

I really like Custify's intuitive UI and the automation features that can be started based on events. These automation features allow us to use playbooks to run automations, like collecting customer feedback once a support ticket is resolved or following up with inactive customers. The health scores are great for our Customer Success Managers' day-to-day work as they indicate which customers are more likely to churn and need more attention. Review collected by and hosted on G2.com.

The implementation without technical knowledge is difficult because certain events can only be collected with API calls. Also, the dashboard could allow more customization, but overall, I'm happy. Review collected by and hosted on G2.com.

The comprehensive visibility offered by Health Scores on customer health allows for consideration of multiple service dimensions.

Additionally, Custify's support team is responsive to feedback. I recommend Custify for B2B SaaS looking to professionalize their CS team. Review collected by and hosted on G2.com.

It took us longer than planned to integrate our systems with Custify because we incorporated a lot of information, which in some cases we had to generate.

The Custify support team accompanied us every step of the way. Review collected by and hosted on G2.com.

I really like the automation engine (Playbooks combined with AI), it makes it possible to automate nearly everything related to Customer Success and with the Customer Communication / Feedback collection. Leveraging Playbooks is really a game changer since nearly all repetitive tasks could be eliminated and are now fully automated. Review collected by and hosted on G2.com.

Reporting feature could be enhanced to also include reportings from different playbooks in the general reporting section (same for AI reports). Review collected by and hosted on G2.com.

Custify combines all our data and makes the data usable within the Customer Success Team. We have hundreds of data points collected throughout apps and SaaS, they are automatically transferred in user segmentation, automation throughout Playbooks and Health Scores. Review collected by and hosted on G2.com.

It would be great to have a customizable start page that shows an overview of open tasks and the daily things that require my attention. Review collected by and hosted on G2.com.

Custify gives us a the possibility to track client health across multiple accounts without getting lost in spread-out data. The ability to aggregate health scores, platform usage, and touch points combined with the AI supported automation saves hours each week. Review collected by and hosted on G2.com.

The initial setup time to get health scores and playbooks across different client tiers required large upfront planning especially since our data wasn't filtered properly before it was sent to Custify. Review collected by and hosted on G2.com.

We relied before on another SaaS software and tried to implement the Customer Success workflow there but we’ve failed, it was just not built for Customer Success it was rather a CRM. The decision for Custify was made because of the AI integration, especially the automated conversation summaries and sentiment analysis are tools that really save time. Review collected by and hosted on G2.com.

While we thought we had all data in the other system we wanted to use for Customer Success, we failed importing the data. In the end we’ve started twice from zero - the Custify team supported us in the best way possible but however, the start was a bit difficult. Review collected by and hosted on G2.com.