Sales Tools

The Top 7 Customer Success Management (CSM) Solutions 

Explore the Top Customer Success Management (CSM) Solutions known for their customer health monitoring, onboarding automation, and analytics features to drive customer satisfaction and retention.

The Top 7 Customer Success Management Solutions include:
  • 1. ChurnZero
  • 2. ClientSuccess
  • 3. Custify
  • 4. Freshsuccess
  • 5. Gainsight
  • 6. Planhat
  • 7. Totango

Customers are essential to the success of business, so it is unsurprising that the question of how to win their loyalty is often debated. Next to the quality and value of the product that a business is delivering, high-quality customer service is key sales driver. Customers want a holistic experience that is reliable and straightforward. This is where a Customer Success Management (CSM) solution can be useful.

Among the benefits of using a CSM platform is improved customer engagement, better understanding of customer needs, expanded upselling and cross-selling opportunities, as well as increased customer loyalty and satisfaction. These solutions enable businesses to proactively manage their customer lifecycle with a solutions-based approach which can leading to reduced churn, increased upsell, and improved customer satisfaction. 

The market for Customer Success Management platforms is diverse and competitive, with many providers offering unique sets of features to target different areas of customer success. Some platforms are more robust and targeted, they offer a set variety of tools, while others are more flexible to address other aspects of customer success such as onboarding or usage tracking. 

This guide will explore the top Customer Success Management solutions, taking into account their features, integrations, analytics capabilities, user feedback, and overall performance. Whether you are a start-up looking for your first CSM solution or an established business considering a switch, our comprehensive guide will help you make an informed decision. 

ChurnZero Logo

ChurnZero is a comprehensive platform designed for customer success. It enhances operational efficiency, improves revenue, and provides optimal customer experiences while empowering teams to identify churn risks promptly and recognize opportunities for renewal and expansion. ChurnZero streamlines customer engagement via high-quality automation, in-app communications, and AI-supported customer success strategies.

The platform incorporates multiple features including journey mapping, health scores, survey tools, segmentation, plays, reporting, real-time alerts, walkthroughs, and collaboration centers. These robust features facilitate easy integration with your CRM system and other technology infrastructure. For subscription businesses, ChurnZero effectively assists in customer retention and account expansion, which are crucial factors for growth. The platform provides teams with insightful data for accurate renewal forecasting and identifying upsell and cross-sell opportunities. Additionally, it enables the creation of a holistic customer view by integrating data from all stages of the customer lifecycle. This comprehensive view ensures that teams have the essential insights for strategic decision-making and revenue management.

ChurnZero’s customer success software is designed to maximize team productivity, allowing them to focus on essential tasks. Whether it involves changing customer health, upcoming renewals, or expansion opportunities, ChurnZero’s range of features ensures teams can efficiently manage their time and focus on impactful work.

ChurnZero Logo
ClientSuccess Logo

ClientSuccess is a customer success platform geared specifically to SaaS companies. It focuses on managing customer relationships, assessing customer health, and optimizing revenue. This platform gives companies the tools to monitor retention, renewal, and growth rates, providing feedback that propels tangible results.

The platform utilizes customer data across multiple departments – Product, Sales, Marketing, Support, and more – to provide a cross-functional approach to growth. An integrated feature of ClientSuccess is the SuccessScore, which extends a comprehensive view of customer health by integrating usage trends, adoption rates, feedback, engagement level, and sentiment into a single measurement. ClientSuccess also incorporates customer journey management, enabling a custom-tailored approach to customer lifecycle management, including a cooperative customer onboarding process, product adoption methods, renewal management driven by insights, and proactive lifecycle stage automations. A standout feature of ClientSuccess is a set of AI and automation tools named SmartCS; this provides automated customer communications and generative AI, allowing businesses to achieve customer outcomes more efficiently.

ClientSuccess has a dedicated onboarding platform and customer portal that offers real-time visibility and insights during customers’ onboarding experience, supplemented by automated project templates, plans, and collaborative customer engagement. ClientSuccess can be integrated with the most used CRM, support, and communication platforms, offering comprehensive customer data management.

ClientSuccess Logo
Custify Logo

Custify specifically engineered for B2B SaaS businesses. It works to fulfill customers’ needs, curb down churn rates, and amplifying lifetime value. Custify brings together in-product usage insights as well as data sourced from CRM, support, and billing along with other systems in a singular, easy-to-decipher dashboard.

With Custify, client interaction and critical customer success KPIs are readily visible. The platform is peculiarly beneficial in enhancing customer satisfaction during the onboarding process, securing contract renewals, and converting customers into advocates. With Custify, it becomes simpler to identify up-selling opportunities for business expansion. Custify comes equipped with functionalities that create actionable tasks, fostering an actionable way forward each day. The platform facilitates the automation of low-hanging customer success workflows, thereby enabling focus on significant tasks requiring custom involvement. Additionally, integration with existing apps is seamless, eliminating the need for engineering support.

The platform’s predictive insights and analytics eliminate the need for utilization of sheets, allowing the creation of customized dashboards and tracking of performance scores within a single view. Overall, Custify helps in an effective evaluation of your portfolio’s health, identifying growth opportunities, automating workflows, and benefiting from complex insights through calculated metrics.

Custify Logo
Freshworks Logo

Freshsuccess is a Customer Success Management platform that is used by B2B businesses for processes like preventing churn, boosting account expansion, and enhancing customer relationships. This capable data platform with its user-friendly design allows Customer Success professionals to evaluate customer health, proactively manage risks, and proficiently streamline customer workflows and reporting.

By automatically alerting teams to potential business opportunities, Freshsuccess aids in converting more trials, upsells, and cross-sells. Additionally, businesses are equipped with the ability to understand why customers churn and manage renewals successfully in real-time through early warnings. Informative alert rules assist their users in quickly assessing customer health and identifying at-risk customers. This systematic detection allows for better management and support for customer accounts that may require attention, and also helps prevent jeopardizing business performance due to late discovery of customer issues. Freshsuccess offers the ability to efficiently manage important milestones in the customer lifecycle, such as churn, renewal, and expansion trends.

Freshsuccess provides an automated management process for recurring account actions like onboarding, check-ins, and business reviews. This platform equips customer support leaders with critical account trends to better understand product adoption, the effectiveness of support, and financial health, effectively contributing to business performance.

Freshworks Logo
GainSight Logo

Gainsight offers a comprehensive platform designed to aid businesses in attaining sustainable growth. The platform is composed of four key products: Gainsight CS, PX, DH, and Customer Education. This range of products equips customer success, product, and community engagement teams with tools that enable them to scale efficiently, establish alignment, and maintain a comprehensive view of their customers.

The platform eliminates retention and expansion blind spots by delivering accurate forecasts through robust health scores, a complete customer overview, and automated playbooks. It also equips managers with powerful dashboards aggregating all customer data in a single view. Gainsight allows businesses to scale efficiently by integrating human and digital touch, automating customer interactions to ensure timely engagement with customers while reducing team workload. The platform enables the capture of customer success qualified leads and provides workflows for identifying expansion opportunities. AI-supported health scoring allows the prediction of renewals and expansions.

Gainsight employs Natural Language Processing to deliver actionable insights and trends based on customer feedback, coupling this with a multi-dimensional feedback loop tracking sentiment, NPS, engagement, and feature usage. Gainsight ensures customer feedback forms a central part of business strategy development.

GainSight Logo
Planhat Logo

Planhat serves as a customer success platform and works to gather insights, oversee workflow, and enhance customer experiences. Planhat centralizes operations around customers, equips users with features like the ability to formulate customer-centered plans, processes, and culture. It is utilized by hundreds of modern technology companies worldwide to maximize customer success and lifetime value.

The solution streamlines onboarding procedures leveraging clear, repeatable processes to steer customers efficiently through the customer lifecycle. Planhat defines milestones to gauge overall progress and spurs customer engagement. One of the essential elements of Planhat’s platform is the customer health score, which acts as a leading indicator of churn and a tool to track current or future customer satisfaction. Planhat also helps businesses to identify dissatisfied customers and provides insights into their needs and has functionality for tracking high churn cohorts and creates an early warning system with alerts and triggers based on usage and health.

Planhat provides data-driven insights by integrating all customer-related data in one place, including conversations, usage trends, subscription dates, health scores, user data, and billing details. The platform also offers features like product analytics to understand user behavior, customized surveys for real-time feedback, and revenue management.

Planhat Logo
Totango Logo

Totango is a customer success software designed for unlimited scalability and speedy deployment. It supports business growth, while achieving optimal outcomes at every customer journey stage. Totango’s central feature is SuccessBLOCs, which are pre-designed program templates enriched with industry best practices and expert insights. These enable quick start-ups and customization to fulfill varying business objectives.

A key feature of Totango is its adaptability and scalability. The platform is conceived in a way that facilitates crafting distinct moments at each customer journey point. It seamlessly gels with entire team dynamics. With Totango, businesses can assimilate data from various customer data sources across their existing tech stack. This integrated model aids in risk assessment, opportunity identification, and task delegation among teams. Totango also facilitates collaboration for customer portfolio management. It assists in creating strategic account plans, handling day-to-day chores, and offering large-scale visibility to stakeholders.

This software harnesses integrated data to prompt and automate customer communication. It steers engagement via multiple channels including email, in-app communications, videos etc., for different customer engagement models. With Totango, businesses can engage with customers precisely when it matters.

Totango Logo
The Top 7 Customer Success Management (CSM) Solutions