Struggling to reduce customer churn?
You’re trying to keep every customer happy, but manual tracking and siloed data make it impossible to spot risks before they leave.
The real frustration is losing valuable customers you could’ve saved, simply because you lacked the right insights at the right time.
According to a Vitally report, 88% of customer success leaders believe their efforts will reduce churn. Yet, high churn remains a persistent challenge without the proper systems in place.
The right platform changes this by giving you the real-time insights you need to act proactively and master customer retention.
In this article, I’ll guide you through the best customer success software. We will explore tools that integrate with your CRM and automate retention workflows.
You’ll find a solution that helps you predict churn, automate tasks, and prove the ROI of your customer success efforts.
Let’s get started.
Quick Summary:
| # | Software | Rating | Best For |
|---|---|---|---|
| 1 | Gainsight → | Mid-sized SaaS firms | |
| 2 | ChurnZero → | SaaS companies scaling retention | |
| 3 | Planhat → | Growing tech enterprises | |
| 4 | Custify → | Mid-sized SaaS companies | |
| 5 | Totango → | Mid-sized SaaS & tech firms |
1. Gainsight
Struggling with customer retention and growth orchestration?
Gainsight’s CustomerOS offers a unified system for driving retention and expansion with its leading Customer Success platform.
This means you can orchestrate your post-sales journey effectively, from customer onboarding to long-term loyalty, ensuring every touchpoint is intentional.
It’s time to deliver one unified experience.
Here’s how Gainsight helps: it provides real-time, AI-powered customer engagement insights across all conversations using Staircase AI. This allows you to proactively guide users to value and improve product adoption with in-app engagements and meaningful product analytics.
Additionally, Gainsight enables you to scale onboarding, boost adoption, and monetize customer education with Skilljar. Plus, its Atlas AI Agents are purpose-built to guide customers with intelligence and personalization, while you can also offer customers a single hub for anytime, anywhere, self-service through Customer Communities.
The result: a cohesive customer journey, from first login to long-term loyalty.
While we’re discussing unified experiences and valuable insights, understanding the power of a Customer Data Platform can further enhance your data strategy.
Key features:
- CustomerOS: A unified operating system designed to help your team orchestrate customer retention and growth across all applications.
- Staircase AI: Provides real-time, AI-powered insights into customer engagements across all conversations, helping you identify and address risks early.
- Product Experience: Boosts user adoption through in-app engagements and meaningful product analytics, ensuring customers derive maximum value.
Gainsight features, pricing, & alternatives →
Verdict: Gainsight is a comprehensive solution that stands out as the best customer success software for orchestrating retention and growth. Its unified CustomerOS, AI-powered insights, and proven playbooks make it ideal for mid-sized SaaS firms aiming to increase customer health by 17% and achieve a tenfold increase in engagement.
2. ChurnZero
Are you struggling with customer retention and insights?
ChurnZero offers features like Customer Success AI, health scoring, and plays to quickly get customers to value. This means you can proactively identify at-risk customers and automate personalized engagement.
Automating engagement helps you scale without sacrificing personal touch, improving your overall customer experience. This translates directly to increased revenue.
Get deeper insights for actionable decisions.
ChurnZero helps you analyze customer data and centralize information, providing a complete understanding of your customers to improve experiences and drive recurring revenue. This allows you to forecast renewals and predict churn more accurately.
You can also automate engagement to provide personalized content across your entire customer base, leveraging features like in-app communications and surveys. These capabilities streamline processes and deliver consistent customer experiences at scale, directly increasing your gross revenue retention and customer lifetime value.
The platform boasts significant results, including a 60% decrease in churn and a 100% increase in account growth.
Your path to growth starts here.
While we’re discussing customer success, understanding customer reference management software can significantly boost your brand’s credibility.
Key features:
- Customer Success AI™: This allows you to understand relationship health, engagement volume, and sentiments, moving beyond subjective scoring for comprehensive insights.
- Plays and automation: You can automate personalized content delivery and scale customer engagements, ensuring consistent communication across your entire customer base.
- Centralized data and reporting: This provides a single hub for all customer information, enabling accurate forecasting of renewals and detailed analysis of customer health.
ChurnZero features, pricing, & alternatives →
Verdict: ChurnZero stands out as a leading contender for the best customer success software, offering powerful AI-driven insights and automation features. With proven results like a 65% reduction in onboarding time and a 60% decrease in churn, it’s ideal for SaaS firms aiming to scale retention and drive revenue growth.
3. Planhat
Struggling to grow customer revenue and reduce churn?
Planhat offers a unified customer platform designed to help you know and grow your customers, streamlining processes across your sales, service, and success teams.
This means you can unify your customer journey to drive successful outcomes. It consolidates all customer data, providing a single source of truth for your entire organization.
Here’s how to grow lifelong customer revenue.
Planhat helps you acquire, service, and grow customers more successfully by uniting your sales and service teams on one platform. This unified ecosystem acts as your central control center.
The result is a scalable platform that your team can adopt quickly, allowing you to streamline your sales process and deliver engaging client experiences at scale. You can also transform raw data into meaningful, high-fidelity metrics.
Additionally, with Planhat, your data is architected for action. You can unify and transform data from your entire tech stack to act on customers as you analyze them, fostering deeper customer understanding and retention.
This helps you to achieve more and drive customer health.
Key features:
- Unified Customer Platform: Consolidates all customer data into a single source of truth, enabling coordinated efforts across sales, service, and success teams for lifelong revenue growth.
- Data Explorer & Transformation: Allows you to access and transform data from your tech stack with no-code queries, enabling action-oriented insights and high-fidelity metrics.
- Intuitive & Scalable Interface: Provides an action-first interface with “Scandi simplicity” for quick team adoption, featuring customizable objects and granular access control for flexibility.
Planhat features, pricing, & alternatives →
Verdict: For mid-sized SaaS and growing tech enterprises seeking a comprehensive, unified platform to drive customer success, Planhat is an excellent choice. It’s an intuitive, scalable platform and easily could be the best customer success software, evidenced by customer testimonials like saving over 100 hours in the first month.
4. Custify
Struggling with customer retention and growth?
You need a centralized platform that helps you understand customer lifecycles and product adoption. This means automating tasks, getting actionable insights, and focusing on high-value interactions.
Custify allows you to stop spending 90% of your time gathering information from disparate systems. The result is a proactive approach to managing your customer base.
Here’s how Custify delivers on that promise.
Custify pulls all your customer data into one place, giving you a comprehensive Customer 360 view. This allows you to oversee product adoption, customer lifecycles, and usage, ensuring you understand their journey.
You can define KPIs and assess your portfolio’s health at a glance, instantly viewing client status and engagement to reduce churn. Additionally, it automates low-touch workflows, freeing your team for strategic, white-glove tasks, and automatically creates actionable tasks, so you always know who to talk to and when.
This comprehensive approach helps identify upsell opportunities, ensure contract renewals, and ultimately turn satisfied customers into powerful advocates for your business, boosting your revenue and reducing churn risks significantly.
Your customers deserve proactive support.
Key features:
- Customer 360 & Health: Centralize all customer data to oversee adoption, lifecycle, and usage, while defining KPIs to instantly assess portfolio health and proactively reduce churn.
- Automation & Tasks: Automate low-touch customer success workflows and generate actionable tasks, ensuring your team focuses on high-value interactions and stays ahead of customer needs.
- Dashboards & Insights: Build custom dashboards and track performance scores with predictive insights, transforming raw data into clear, actionable intelligence for strategic decision-making.
Custify features, pricing, & alternatives →
Verdict: Custify stands out as an excellent choice for best customer success software, especially for mid-sized SaaS and growing tech enterprises. It centralizes customer data, automates low-touch workflows to save time, and offers critical features like health scoring and churn prediction, demonstrating tangible ROI through improved retention and increased upsell revenue by up to 35% monthly.
5. Totango
Is customer retention your biggest challenge?
Totango helps you manage customer experience, success, and renewals through AI-powered insights and workflow design. This means your team can efficiently deliver and measure customer value at scale.
You can empower your customer success and revenue teams to align around retention and growth, predicting churn and maximizing customer revenue. This is a game-changer for your strategic decisions.
Ready to amplify your customer growth?
Totango provides a powerful suite of customer success and AI-powered customer revenue optimization solutions. It helps unify teams for faster customer growth, automates manual tasks to streamline efficiency, and drives consistency throughout the post-sales process. Additionally, you get AI churn intelligence to predict and analyze churn, uncovering expansion opportunities. Plus, the platform boasts unlimited scalability and unparalleled insights from customer data, along with integrations for Salesforce, Zendesk, and HubSpot, so you can adapt quickly.
The result is optimized revenue growth.
Key features:
- AI Churn Intelligence: Predicts and analyzes churn, uncovers expansion opportunities, and identifies your best-fit customers for proactive engagement.
- Intelligent Workflows: Unifies your teams for faster customer growth, automates manual tasks, and drives consistency across the entire post-sales process.
- Data Integrations & Reporting: Creates transparency across your organization, enhances collaboration, and allows you to monitor key customer metrics effectively.
Totango features, pricing, & alternatives →
Verdict: Totango stands out as the best customer success software for mid-sized SaaS firms and growing tech enterprises. Its AI-powered insights and workflow automation, which have led to a 20% churn reduction for companies like Waystar, directly address your challenges in scaling operations and proving ROI, ensuring efficient growth and stronger customer retention.
6. ClientSuccess
Struggling with customer retention and predictable growth?
ClientSuccess helps you master your customer experience with powerful features for journey management, onboarding, and AI automation. This means you can streamline and scale your workflows while gaining visibility into retention and growth rates, providing actionable feedback that drives results and improving your operations team’s resilience.
Here’s how to simplify your customer success.
ClientSuccess addresses these challenges by offering a robust solution that automates repetitive tasks and provides real-time analytics. Its AI co-pilot, SmartCS™, empowers your team to achieve customer outcomes faster through intelligent and automated actions. This includes features like automated customer communications and generative AI capabilities. Additionally, it provides collaborative customer onboarding and branded customer portals, delivering faster time to value and helping prevent churn. This allows your team to maintain a 360-degree view of customer health, incorporating usage, adoption, feedback, and sentiment for data-driven decisions across your organization. The result is a unified source of truth for customer data, supercharging growth.
Key features:
- Insights & Analytics: Gain a 360-degree view of customer health with SuccessScore™ and Pulse™ reporting to inform decisions.
- AI & Automation: Leverage SmartCS™ for automated customer communications and generative AI to scale your customer workflows efficiently.
- Integrations: Connect to your entire data ecosystem, including Salesforce, Zendesk, and HubSpot, for comprehensive customer insights.
ClientSuccess features, pricing, & alternatives →
Verdict: ClientSuccess stands out as a best customer success software choice for mid-sized SaaS firms, making it easier to reduce churn and increase customer revenue. Users report quick implementation and immediate time savings for CSMs, alongside detailed reporting for leaders to inform strategic decisions.
7. Vital.ly
Is your clinic management truly streamlined?
Vital.ly helps you streamline daily clinic operations, handling everything from purchasing to setting up patient accounts. This means you can focus on patient outcomes.
You’ll find that this platform is specifically designed to support better patient and practice outcomes, allowing you to promote your clinic effectively and manage products.
This changes everything for your practice.
Vital.ly makes clinic management easier by allowing you to prescribe and purchase practitioner-only products with fast delivery. This frees up your time, letting you dedicate more attention to patient care and strategic growth, instead of administrative burdens.
You can also compare products, check interactions, and access over 1500 professional monographs, ensuring you make informed decisions for your patients. Plus, the ability to streamline purchasing and set up patient accounts helps you avoid the complexities of juggling multiple systems and manual data entry.
Additionally, Vital.ly empowers you to promote your clinic, helping you attract new patients and grow your practice. It simplifies product management, giving you immediate access to essential items without delay, fostering a more efficient and productive environment that ultimately improves your overall patient engagement and retention.
Achieve better patient outcomes every day.
While focusing on operational efficiency, understanding the nuances of digital experience platforms can further enhance your practice’s growth.
Key features:
- Clinic management tools streamline daily operations, including purchasing and setting up patient accounts, allowing you to improve practice efficiency.
- Comprehensive product access lets you prescribe and purchase practitioner-only and retail products with quick delivery, ensuring patient needs are met.
- In-depth analysis features enable you to compare products, check interactions, and access over 1500 professional monographs for informed decision-making.
Vital.ly features, pricing, & alternatives →
Verdict: Vital.ly truly stands out as a leading contender for the best customer success software, especially for clinics aiming to streamline operations and enhance patient outcomes. Its strong focus on efficient clinic management, extensive product access with fast delivery, and robust analytical tools with 1500+ monographs make it an indispensable solution for any practitioner.
8. SmartKarrot
Struggling with customer retention and growth challenges?
SmartKarrot offers intelligent solutions designed to help you manage, retain, and grow your customer base effectively.
This means you can proactively identify at-risk customers, prevent churn using automation and early warning insights, and transform your customer success team into a revenue center.
It’s time to democratize success.
SmartKarrot solves these pain points by providing a comprehensive 360-degree view of your customers, allowing you to understand all their moving parts and tailor your interactions.
Their powerful Playbooks feature helps you deliver consistent customer experiences and achieve repeatable success, ensuring that nothing falls through the cracks in your workflow. Additionally, you can create a customized Health Score system and leverage an Early Warning System with flexible alert rules.
Plus, with SmartKonversations, you can transcribe calls, catch key phrases to trigger actions, and use real data for intelligent coaching. SmartOps provides proactive insights from operational data, including Revenue, Risk, and Adoption Intelligence to keep you ahead.
The result is increased efficiency and growth.
Speaking of actionable insights, my guide on best healthcare analytics software provides crucial information.
Key features:
- Intelligent Automation: Automate tasks, alerts, and playbooks to streamline operations and ensure consistency in customer interactions, freeing up your team’s time for strategic initiatives.
- Proactive Churn Prevention: Utilize early warning systems, health scores, and risk intelligence to identify and address at-risk accounts before they churn, improving retention rates.
- Growth & Expansion Tools: Gain real-time insights into account expansion opportunities, improve product adoption, and drive upsells and cross-sells with extensive product analytics.
SmartKarrot features, pricing, & alternatives →
Verdict: SmartKarrot stands out as a strong contender for the best customer success software, helping your team shift from a cost center to a revenue center. With reported results like a 50% increase in expansion revenue and 140% in net recurring revenue, it clearly delivers tangible ROI.
9. UserGuiding
Struggling with complex customer success workflows?
UserGuiding offers a comprehensive toolkit, including Product Tours and Onboarding Checklists, to streamline your processes.
This means you can handle all tasks in one place, reducing the overwhelming complexity of multiple tools and ensuring efficiency.
It’s time to simplify your operations.
UserGuiding solves this by enabling you to effortlessly create user onboarding experiences directly on your web app using their Chrome Extension. You can create product walkthroughs in minutes, making content updates and publishing with just a few clicks.
Additionally, you can breathe life into new or unused features through in-app modals, tooltips, and hotspots, which helps improve product-wide adoption and usage rates. Plus, scale your support by creating a Knowledge Base and training an AI Assistant for instant self-service help, significantly reducing your support load. Furthermore, UserGuiding’s analytics and in-app surveys provide the insights you need to make data-driven product strategies, allowing you to analyze user behavior and personalize experiences through segmentation.
Achieve greater user activation rates.
Before diving deeper, you might find my analysis of best patient engagement software helpful.
Key features:
- Effortless Onboarding Creation: Build and publish personalized product walkthroughs and onboarding flows directly on your web app in minutes, requiring only a 15-minute one-time setup.
- Feature Adoption Campaigns: Drive usage of new or underutilized features with in-app modals, tooltips, and hotspots to improve product-wide adoption and streamline feature rollouts.
- In-App Self-Service Support: Scale your support by creating a Knowledge Base, powering an AI Assistant, and delivering help through a Resource Center, reducing support costs and improving engagement.
UserGuiding features, pricing, & alternatives →
Verdict: UserGuiding provides a robust, all-in-one platform for Customer Success Managers and Operations Directors seeking the best customer success software. Its quick 15-minute implementation and comprehensive features, from personalized product tours to in-app self-service, help you boost product adoption and reduce support needs, delivering excellent ROI without overpaying.
10. EverAfter
Are you truly delivering clarity to your customers?
EverAfter addresses this by providing customer hubs, guiding customers to success with an AI-powered interface. This means your customers get a clear path at every stage, eliminating the maze-like experience.
You can streamline your entire customer journey, managing everything from POCs to QBRs easily. This solution helps manage all customer interactions and content.
Here’s how you can solve it.
EverAfter introduces the first B2B Interface, a branded hub that triples feature adoption and renewal wins. This allows you to personalize customer experiences across thousands of accounts without custom one-offs.
You can run high-touch onboarding to speed up time-to-value, then leverage AI agents for personalized recommendations. This puts success paths and next steps directly in your customers’ hands, ensuring continuous engagement and reduced churn. Additionally, it helps you manage your entire customer journey and automate QBRs, so you can focus on strategic growth. Plus, EverAfter integrates seamlessly with your existing tech stack.
The result is increased team efficiency and boosted customer retention.
If you’re also looking into effective business operations, my guide on SaaS billing software covers predicting cash flow and handling complex pricing.
Key features:
- AI-Powered Interface Builder: Create personalized customer hubs that guide your customers through every step, boosting feature adoption and ensuring clear paths to success.
- Journey Orchestration & Task Management: Automate and manage customer journeys from onboarding to QBRs, ensuring continuous engagement and efficient task completion.
- Comprehensive Data Collection & Integrations: Seamlessly integrate with your existing tech stack to collect critical customer data and provide personalized insights.
EverAfter features, pricing, & alternatives →
Verdict: EverAfter stands out as a strong candidate for the best customer success software, helping you reduce time-to-value and boost customer retention. It simplifies customer journeys through personalized hubs, automating tasks like onboarding and QBRs, and allowing you to grow accounts’ revenue. This solution helps you achieve personalized experiences at scale, making it ideal for mid-sized SaaS firms.
Conclusion
Losing customers you could have saved?
Choosing the right platform is a huge challenge. You need a tool that delivers real insights without a painful and lengthy implementation process.
Forrester found customer-obsessed companies retain 2.2 times more customers than their competitors. This isn’t just a nice-to-have; it’s a strategic advantage that directly proves your team’s immense value to the business.
Here is my top recommendation.
From my experience, Gainsight is the clear winner. It’s built to help you orchestrate retention and prove the ROI of your efforts.
Its unified CustomerOS provides the AI-powered insights needed to act proactively. The best customer success software like this moves you from reactive firefighting to strategic growth.
To further enhance your customer interactions, my guide on best Android kiosk software offers essential insights.
I strongly recommend you book a free demo of Gainsight to see exactly how its playbooks can transform your team’s workflow.
You’ll finally master customer retention.
