--- title: CustomerSuccessBox Reviews meta_title: 'CustomerSuccessBox Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 134 reviews by the users' company size, role or industry to find out how CustomerSuccessBox works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 134 scale: '5' date_modified: '2026-08-09' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # CustomerSuccessBox Reviews **Vendor:** CustomerSuccessBox **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.5/5.0 **Total Reviews:** 134 ## About CustomerSuccessBox 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. ## CustomerSuccessBox Reviews ### 1. It is time consuming to configure **Rating:** 3.0/5.0 stars **Reviewed by:** Monalisa C. | CSM, Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2021 **What do you like best about CustomerSuccessBox?** After about six months of signing with CSB, we are still trying to figure out the multiple functions and features of the platform. CSB has the vision and understanding for CX deliverables. **What do you dislike about CustomerSuccessBox?** The variety of features is the best for CSB but has a downside as the explanations of configuring this self-help platform lack enough instructions and demos. Some basic training materials were still under construction, and most articles had outdated information. Getting support responses is not prompt, and no option to call for help. **Recommendations to others considering CustomerSuccessBox:** Unless you have a dedicated person to set up, this won't be easy to configure along with existing responsibilities. **What problems is CustomerSuccessBox solving and how is that benefiting you?** We were dependant on excel sheets and prone to manual misses in our CX journey. We are in the process of implementing it, and it qualifies all the KPIs we had for selection as below Customer Health Score Net Promoter Score Qualitative Customer Feedback, Sentiments Customer Churn Rate Monthly Recurring Revenue, Invoicing, and reminders Customer Lifetime Value Onboarding Process Deployment and Adoption Usage and Engagement Communication (Bulk Email and phone) Customer Satisfaction Score Renewal Rate Contracts Repository Knowledge/insights Alerts and Notification Tickets Tracking CSM Management Analytics and Dashboard Integration Knowledge Bank Report Subscriptions ### 2. Needs improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Prithvi E. | Customer Success Manager, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 03, 2022 **What do you like best about CustomerSuccessBox?** - Ability to integrate multiple data points. **What do you dislike about CustomerSuccessBox?** - Clunky UI - Outdated design - AI recommendations is not great and needs a ton of improvement. **What problems is CustomerSuccessBox solving and how is that benefiting you?** - Integration with all communication channels ensures all conversations with the customers are available at one place. - Helps us in pro-actively reaching out to at risk accounts to arrest churn. ### 3. Good tool to get historical customer usage **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** January 06, 2022 **What do you like best about CustomerSuccessBox?** It is a good tool when it comes to understanding what the usage has been historically and which customers need attention for retention. **What do you dislike about CustomerSuccessBox?** The user interface could be improved a lot. It takes a good learning curve to understand how to use the tool. **What problems is CustomerSuccessBox solving and how is that benefiting you?** Our Retention & Adoption metrics are being tracked using CSB. ### 4. Need a bit improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2021 **What do you like best about CustomerSuccessBox?** User Interface for the customer Success box is good. **What do you dislike about CustomerSuccessBox?** There are lots of bugs and we need some of the tutorials **Recommendations to others considering CustomerSuccessBox:** keep this easy to use and need a good support channel. **What problems is CustomerSuccessBox solving and how is that benefiting you?** I am keeping track of my clients properly **Official Response from Swagata Kumar:** > Hey! Thanks for taking out time for this review. I'm really sorry that you did not have the experience that you were looking for. We have made our UI more simple for ease of use and also have got a dedicated support channel and CSMs to help you achieve your desired goals. Would request you to get in touch with your CSM if you need any training. Alternatively, you could also let me know your name and company so that I can ask the concerned CSM to get in touch with you( Your review is anonymous). Do let me know if I can be of any other help Thanks ## CustomerSuccessBox Discussions - [what is best use of this CSB in CRM industry](https://www.g2.com/discussions/what-is-best-use-of-this-csb-in-crm-industry) - 2 comments, 1 upvote - [Should customer success solution have mature AI recommendation with in-app walk through system](https://www.g2.com/discussions/49824-should-customer-success-solution-have-mature-ai-recommendation-with-in-app-walk-through-system) - 1 comment - [View CustomerSuccessBox pricing details and edition comparison](https://www.g2.com/products/customersuccessbox/reviews?filters%5Bnps_score%5D%5B%5D=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+16%3A52%3A19+-0500&secure%5Bsession_id%5D=8ab38a59-96c3-406c-9831-8b3b35f90f0d&secure%5Btoken%5D=3d34d06102ff3192bcfef2fff2bad8b486da9745e82a603cf542d3fc26fc44a4&format=llm_user) ## CustomerSuccessBox Features **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys - NPS of Customers - Customer Engagement **Sales Team** - Flexible Sales Process - Training Mode - Playbooks **Onboarding Setup** - Workflows - Templates - Checklists **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **Intelligence** - Opportunity Identification - Zero-touch Renewals - Smart Content **Project Tracking** - Monitoring - Resources - Content - Tasks - Optimization - Kanban Board - Goal Setting/Tracking - Communication Management **Platform** - Reporting & Dashboards - Third-Party Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management - Collaboration Tools - Real-Time Data - Activity Dashboard - Customer Experience Management - Churn Management - Survey/Poll Management - Communication Management - Task Management - Customer Management - Account Management - Renewal Management - Feedback Management - Knowledge Base Management - Revenue Management - Workflow Management - Contact Management - Email Management - Configurable Workflow **Mapping** - Multiple Org Charts - Stakeholder Roles **Customer Engagement** - Portal - Customer Engagement - Branding - Visibility - Collaboration - Customizable Branding **Additional Functionality** - Commenting/Notes - API - Third-Party Integrations - Task Management - Alerts/Notifications - Drag & Drop - Performance Metrics - Reporting & Statistics - Time Tracking - Data Security - Single Sign On - Activity Tracking - Customizable Fields - Content Management - Churn Management - Ad hoc Analysis - Client Management - Chat/Messaging - Forecasting - Mobile Access - Form Builder - Surveys & Feedback - Revenue Management - Onboarding - Workflow Management - AI Copilot - Calendar Management - Compliance Management - Client Database - Electronic Forms - Gantt/Timeline View - Client Tracking - To-Do List - Document Management - Generative AI - Self Service Tools - Customer Segmentation - Role-Based Permissions - Data Import/Export - Collaboration Tools - Electronic Signature - Task Progress Tracking - Audit Trail - Reminders - Online Payments - Activity Dashboard - Document Generation - Real-Time Data - CRM - Email Management - Multi-Language **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Social Media Integration - Multi-Language **Additional Functionality** - Onboarding - Chat/Messaging - Performance Metrics - Activity Tracking - CRM - API - Customer Database - Customizable Templates - Widgets - Win/Loss Analysis - AI Copilot - Event Triggered Actions - Surveys & Feedback - Engagement Tracking - Customer Segmentation - Customizable Reports - Drag & Drop - Customer History - Reporting & Statistics - Reporting/Analytics - Customizable Forms - Customizable Branding - Usage Tracking/Analytics - Multi-Channel Communication - Account Alerts ## Top CustomerSuccessBox Alternatives - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - 4.7/5.0 (1,595 reviews) - [Totango](https://www.g2.com/products/totango/reviews) - 4.3/5.0 (1,140 reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - 4.5/5.0 (1,721 reviews)