G2

Caroline B.

Head of CSM

Mid-Market (51-1000 emp.)

9/8/2026

"A 360° view of accounts, AI, and playbooks to drive Customer Success"

5/5

What do you like best about Skalin?

What I appreciate most is having a 360° view of our accounts' health without having to manually reconstruct the information. The ability to query the AI about any account and quickly obtain key elements saves us a lot of time in management. The health score calibrates itself autonomously, playbooks trigger the right actions at the right time, allowing the team to focus more on value-added support. The onboarding was also quick and smooth, with little technical dependency. On a daily basis, it is a true tool for guiding our Customer Success strategy. Review collected by and hosted on G2.com.

What do you dislike about Skalin?

The main area for improvement I see still concerns KPI and indicator management. The tool is already very rich and allows us to better monitor the health of our accounts, but I think there are still great possibilities for further development in analyzing Customer Success performance and customizing indicators according to each team's challenges. It's more of an area for evolution than a real weakness, especially since the product roadmap is rich and many developments are coming. Review collected by and hosted on G2.com.

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

Skalin mainly helps us transition from a reactive Customer Success to one more driven by data and weak signals. Previously, we had scattered customer information and difficulty quickly identifying at-risk accounts. Skalin centralizes this information, allows prioritization of actions through the health score, and automates some tasks that were previously done manually. For a CS team, the benefit is twofold: gaining operational efficiency while intervening earlier with at-risk accounts, aiming to reduce churn and improve adoption. Review collected by and hosted on G2.com.