G2

Lea M.

Customer Success Manager

Small-Business (50 or fewer emp.)

9/18/2026

"Standardized Our CS Processes and Saved Serious Time on Communication"

4/5

What do you like best about Custify?

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.

What do you dislike about Custify?

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.

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

Before implementing Custify, we tried to track our customer base in Excel, which didn't prove to be the most reliable solution. The first three areas where we made major progress with Custify were: keeping visibility over our active customer base, standardizing our onboarding process, and standardizing our renewal process. Playbooks, lifecycles, and the API connection to our own SaaS platform gave us a reliable picture of our current state and let us build out the processes we needed, step by step. After almost a year, we now have standardized processes, lifecycle-stage tasks, and a large library of email/note templates and other data in the system, which helps us ensure consistent quality for our customers.

One area where we save a significant amount of time is bulk communication: using a playbook in Custify, we can send a chosen message to 4,000–6,000 users at once. We can do this without our Outlook server flagging or blocking our mail flow, since we're able to use an SMTP connection as well. Review collected by and hosted on G2.com.