G2

Nicki E.

Director of Customer Success

Mid-Market (51-1000 emp.)

8/27/2026

"ChurnZero: A Powerful Source of Truth with Excellent Training and AI Agents"

4.5/5

What do you like best about ChurnZero?

I love that ChurnZero can serve as my source of truth by connecting to—and pulling in—so many data points from our other company applications. That makes it much easier for me to build a complete picture of each customer’s history and needs, both before I engage with them and while I’m working with them.

I also love how many tools there are for customer engagement, from Playbooks and Journeys to Success Plans, and how easy it is to choose what’s right for each situation.

The addition of AI agents within the tool has really changed how we can analyze and choose the best path for our customers. Their are tons to choose from and they are very simple to actually use in the system.

If I had to rank my likes, my favorite thing about ChurnZero is actually the Academy, where I can watch videos and learn how to use the system more fully. I really appreciate the amount of training available, because it helps me take advantage of all the cool tools within the product. Review collected by and hosted on G2.com.

What do you dislike about ChurnZero?

The only downside I can think of is that there are so many options to choose from that it can feel overwhelming at times. To narrow things down, I often lean on my coworkers’ experience to decide which tools are most applicable to our customer base, so we can maintain a unified internal procedure when helping our customers. Review collected by and hosted on G2.com.

What problems is ChurnZero solving and how is that benefiting you?

ChurnZero helps me automate alerts and tasks so I’m not missing any necessary outreach. In particular, we can set renewal alerts for six months out, three months out, and so on, which allows us to stay proactive about customer health instead of having renewal conversations catch us off guard. We’ve also looped other teams into these alerts, like our renewal team, so they get a timely heads-up and reminder to start preparing. Overall, it’s helped align our efforts and ensures no one falls through the cracks.

I also really like the draft follow-up email option because it saves time when I’m recapping conversations after customer meetings. I don’t have to stress if my notes weren’t perfect and then spend extra time crafting a response to make sure I captured everything we discussed. ChurnZero generates a thorough draft email that I can quickly edit to sound more like me, without losing any important details. It helps me come across as a very thorough partner to our customers, and I’m genuinely thankful for that.

ChurnScores are another feature I get a lot of value from. Our Executive Leadership Team often wants a board-level view of customer health while forecasting ARR for the company, and ChurnZero gives them a quick snapshot of ChurnScores so they know which customers to focus on and where to ask more questions. The churn scores also alert our CSMs when there are negative changes, so we can proactively reach out and address the concerns being flagged. Review collected by and hosted on G2.com.