Quick Overview
- 1#1: Gainsight - Comprehensive customer success platform for health scoring, playbooks, and churn reduction in enterprise SaaS.
- 2#2: Totango - Customer engagement platform that tracks interactions, predicts risks, and drives upsell opportunities.
- 3#3: ChurnZero - Action-oriented customer success tool focused on real-time churn prevention and account management.
- 4#4: Vitally - Flexible B2B customer success platform with customizable workflows and analytics for growth.
- 5#5: Custify - All-in-one CSM software that segments customers, automates tasks, and boosts retention.
- 6#6: ClientSuccess - Customer success management tool for lifecycle tracking, renewals, and team collaboration.
- 7#7: Success.io - Platform for creating success plans, task automation, and customer health monitoring.
- 8#8: Gleantap - Customer journey mapping and engagement tool for personalized success experiences.
- 9#9: Pendo - Product adoption platform with analytics and in-app guidance for customer success.
- 10#10: Appcues - No-code tool for user onboarding, adoption flows, and success metrics tracking.
These tools were selected based on factors like comprehensive feature sets, user experience, proven performance in churn reduction and growth, and overall value, ensuring they cater to the needs of enterprise and B2B environments.
Comparison Table
Customer Success Management software plays a vital role in fostering client loyalty and boosting retention; this comparison table examines top tools including Gainsight, Totango, ChurnZero, Vitally, and Custify, guiding readers to identify key features, pricing structures, and best-fit use cases.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Gainsight Comprehensive customer success platform for health scoring, playbooks, and churn reduction in enterprise SaaS. | enterprise | 9.5/10 | 9.8/10 | 8.4/10 | 9.1/10 |
| 2 | Totango Customer engagement platform that tracks interactions, predicts risks, and drives upsell opportunities. | enterprise | 9.2/10 | 9.5/10 | 8.7/10 | 8.5/10 |
| 3 | ChurnZero Action-oriented customer success tool focused on real-time churn prevention and account management. | specialized | 8.8/10 | 9.2/10 | 8.4/10 | 8.3/10 |
| 4 | Vitally Flexible B2B customer success platform with customizable workflows and analytics for growth. | specialized | 9.2/10 | 9.5/10 | 8.7/10 | 8.4/10 |
| 5 | Custify All-in-one CSM software that segments customers, automates tasks, and boosts retention. | specialized | 8.3/10 | 8.7/10 | 8.5/10 | 8.0/10 |
| 6 | ClientSuccess Customer success management tool for lifecycle tracking, renewals, and team collaboration. | specialized | 8.6/10 | 9.1/10 | 8.4/10 | 8.0/10 |
| 7 | Success.io Platform for creating success plans, task automation, and customer health monitoring. | specialized | 8.4/10 | 8.6/10 | 9.0/10 | 7.9/10 |
| 8 | Gleantap Customer journey mapping and engagement tool for personalized success experiences. | specialized | 8.1/10 | 8.4/10 | 7.9/10 | 7.7/10 |
| 9 | Pendo Product adoption platform with analytics and in-app guidance for customer success. | enterprise | 8.1/10 | 8.5/10 | 8.0/10 | 7.5/10 |
| 10 | Appcues No-code tool for user onboarding, adoption flows, and success metrics tracking. | specialized | 7.6/10 | 8.1/10 | 9.2/10 | 7.0/10 |
Comprehensive customer success platform for health scoring, playbooks, and churn reduction in enterprise SaaS.
Customer engagement platform that tracks interactions, predicts risks, and drives upsell opportunities.
Action-oriented customer success tool focused on real-time churn prevention and account management.
Flexible B2B customer success platform with customizable workflows and analytics for growth.
All-in-one CSM software that segments customers, automates tasks, and boosts retention.
Customer success management tool for lifecycle tracking, renewals, and team collaboration.
Platform for creating success plans, task automation, and customer health monitoring.
Customer journey mapping and engagement tool for personalized success experiences.
Product adoption platform with analytics and in-app guidance for customer success.
No-code tool for user onboarding, adoption flows, and success metrics tracking.
Gainsight
enterpriseComprehensive customer success platform for health scoring, playbooks, and churn reduction in enterprise SaaS.
AI-powered Customer Health Scores with predictive churn risk and expansion opportunities
Gainsight is a leading customer success management (CSM) platform designed to help SaaS and subscription-based companies proactively manage customer relationships, reduce churn, and drive expansion revenue. It provides a unified 360-degree customer view (C360), automated success playbooks, health scoring, and AI-powered predictive analytics to empower CSMs with actionable insights. The platform integrates seamlessly with CRMs like Salesforce, data warehouses, and other tools to streamline workflows and enable data-driven decisions across the customer lifecycle.
Pros
- Comprehensive C360 customer view unifying data from multiple sources
- Advanced AI-driven health scoring and churn prediction for proactive engagement
- Robust automation via playbooks, rules engine, and success plans
Cons
- Steep learning curve and complex initial setup for new users
- High cost unsuitable for small teams or startups
- Customization can require significant professional services
Best For
Enterprise SaaS companies with mature customer success teams seeking a full-featured platform to scale retention and expansion.
Pricing
Custom enterprise pricing via quote; typically starts at $50,000+ annually based on seats, usage, and modules.
Totango
enterpriseCustomer engagement platform that tracks interactions, predicts risks, and drives upsell opportunities.
Journey Orchestrator for visually mapping and automating multi-stage customer success plays
Totango is a leading customer success platform that empowers B2B SaaS companies to proactively manage customer health, engagement, and retention through data-driven insights. It features advanced health scoring, journey orchestration, and automated success plays to personalize customer interactions at scale. The platform integrates with CRMs like Salesforce and provides real-time analytics to identify risks and opportunities early.
Pros
- Comprehensive customer health scoring with AI-driven predictions
- Powerful journey builder for orchestrating personalized success plans
- Seamless integrations and robust analytics for enterprise-scale use
Cons
- Steep learning curve for complex configurations
- Custom pricing can be expensive for smaller teams
- Limited free trial or self-serve options
Best For
Mid-to-large SaaS companies with complex customer bases needing scalable, proactive success management.
Pricing
Custom enterprise pricing, typically starting at $20,000+ annually based on user count and features.
ChurnZero
specializedAction-oriented customer success tool focused on real-time churn prevention and account management.
Real-time, AI-driven Customer Health Scores that dynamically update based on behavioral signals and predict churn risks
ChurnZero is a leading Customer Success platform that empowers teams to reduce churn, boost retention, and drive expansion through proactive customer engagement. It provides real-time health scoring, automated success playbooks, and in-app messaging to deliver personalized experiences at scale. The tool integrates deeply with CRMs like Salesforce and offers account timelines, segmentation, and feedback analysis for a holistic view of customer health.
Pros
- Advanced real-time health scoring and churn prediction
- Highly customizable playbooks for success workflows
- Seamless in-app tours and messaging for customer engagement
Cons
- Pricing can be steep for smaller teams
- Initial setup and customization require time
- Reporting flexibility lags behind some enterprise competitors
Best For
Mid-market to enterprise SaaS companies with dedicated CS teams seeking scalable churn reduction and expansion tools.
Pricing
Custom quote-based pricing, typically starting at $10,000-$20,000 annually depending on account volume and features.
Vitally
specializedFlexible B2B customer success platform with customizable workflows and analytics for growth.
AI-powered customer health scores that aggregate behavioral signals from across your tech stack for proactive risk detection
Vitally is a comprehensive customer success platform tailored for B2B SaaS companies, enabling teams to monitor customer health, automate engagement playbooks, and drive retention through data-driven insights. It unifies data from multiple sources like CRMs, support tools, and product analytics into a single 360-degree customer view. The software excels in proactive success management with customizable dashboards, task automation, and predictive health scoring.
Pros
- Powerful customer health scoring with customizable signals and predictive analytics
- Robust playbook automation and task management for scalable success workflows
- Seamless integrations with 50+ tools including HubSpot, Salesforce, and Intercom
Cons
- Pricing can be steep for small teams or startups
- Initial setup and customization require significant configuration time
- Less ideal for non-SaaS businesses due to SaaS-focused templates and metrics
Best For
Mid-market B2B SaaS companies seeking advanced, data-centric customer success operations to boost retention and expansion.
Pricing
Custom quote-based pricing, typically starting at $1,000–$2,000/month for Growth plans, scaling with customer volume and features (Enterprise custom).
Custify
specializedAll-in-one CSM software that segments customers, automates tasks, and boosts retention.
Unified customer data unification across silos for instant 360-degree views
Custify is a customer success platform tailored for SaaS companies, unifying data from CRM, billing, support, and product usage into a single customer view. It enables health scoring, churn prediction, and automated playbooks to proactively engage at-risk accounts. The tool excels in segmenting customers and triggering personalized workflows without coding.
Pros
- AI-driven churn prediction and customer health scores
- No-code automation playbooks for scalable engagement
- Seamless integrations with 50+ tools like HubSpot, Intercom, and Stripe
Cons
- Pricing scales quickly with contact volume
- Advanced reporting lacks deep customization
- Limited native mobile app for on-the-go access
Best For
Mid-market SaaS teams seeking automated, data-driven customer success without a large CS staff.
Pricing
Starts at €99/month (Starter, up to 500 contacts), €299/month (Growth), custom Enterprise; billed annually with free trial.
ClientSuccess
specializedCustomer success management tool for lifecycle tracking, renewals, and team collaboration.
Automated success playbooks that trigger tasks and workflows based on customer health signals
ClientSuccess is a dedicated customer success platform tailored for B2B SaaS companies, enabling teams to monitor customer health, execute success playbooks, and drive renewals and expansion. It offers real-time health scoring, task automation, and account segmentation to proactively manage customer relationships and reduce churn. The tool integrates with CRMs like Salesforce to centralize data and provide actionable insights for customer success managers.
Pros
- Comprehensive health scoring and risk prediction tools
- Powerful automated playbooks for scalable success planning
- Strong focus on renewals management and expansion opportunities
Cons
- Pricing can be steep for smaller teams
- Limited native mobile app functionality
- Fewer integrations compared to top competitors like Gainsight
Best For
Mid-market to enterprise SaaS companies with mature customer success teams prioritizing renewals and proactive account management.
Pricing
Custom enterprise pricing, typically starting at $10,000-$20,000 annually based on customer volume and features; no public tiers or free plan.
Success.io
specializedPlatform for creating success plans, task automation, and customer health monitoring.
Visual Journey Builder for creating automated, personalized customer success paths
Success.io is a customer success platform designed for SaaS companies to automate onboarding, monitor customer health, and drive retention and expansion through customizable journeys and playbooks. It offers tools like health scoring, task automation, NPS surveys, and real-time analytics to help CS teams scale efficiently. The platform emphasizes proactive engagement to reduce churn and boost lifetime value.
Pros
- Powerful automation for customer journeys and playbooks
- Intuitive interface that's quick to set up
- Strong focus on onboarding and health monitoring
Cons
- Pricing scales quickly with customer volume
- Limited native AI-driven predictions compared to top competitors
- Reporting customization lacks depth
Best For
Mid-sized SaaS companies looking to automate and scale customer success operations without a large team.
Pricing
Custom enterprise pricing starting around $1,000/month based on ARR and customer count; free trial available.
Gleantap
specializedCustomer journey mapping and engagement tool for personalized success experiences.
Behavioral automation engine that triggers personalized in-app actions based on real-time user activity
Gleantap is a customer success platform tailored for SaaS companies, focusing on product-led growth through real-time user behavior tracking and automated engagement workflows. It offers health scoring, churn prediction, in-app messaging, and success playbooks to help CS teams proactively retain customers and identify expansion opportunities. By integrating product analytics with CRM tools, Gleantap enables data-driven decisions to improve customer lifetime value.
Pros
- Deep behavioral analytics for precise customer health insights
- Automated playbooks that streamline onboarding and retention efforts
- Seamless integrations with tools like Slack, Intercom, and HubSpot
Cons
- Pricing scales quickly with MAU, challenging for small teams
- UI and reporting customization could be more intuitive
- Limited advanced AI-driven predictions compared to top competitors
Best For
Mid-stage SaaS companies seeking to operationalize product-led customer success at scale.
Pricing
Custom pricing based on monthly active users (MAU); starts at ~$499/month for Starter plan, with Growth and Enterprise tiers scaling up.
Pendo
enterpriseProduct adoption platform with analytics and in-app guidance for customer success.
Behavioral analytics with auto-generated customer segments for proactive, data-driven success interventions
Pendo is a product experience platform that combines user analytics, in-app guidance, and feedback tools to enhance product adoption and customer retention. In the context of Customer Success Management, it enables teams to monitor user behavior, segment accounts based on usage data, and deliver targeted onboarding and re-engagement campaigns. While it excels in product-led insights, it lacks some traditional CSM features like renewal management or customer health scoring playbooks.
Pros
- Deep behavioral analytics for identifying at-risk customers and adoption gaps
- In-app guides and messaging for personalized onboarding and upsell opportunities
- Robust feedback collection and NPS tools integrated with usage data
Cons
- High enterprise pricing with no transparent tiers
- Steeper learning curve for advanced analytics and segmentation
- Limited native support for account management, churn prediction, or task workflows compared to dedicated CSM platforms
Best For
SaaS companies with strong product teams seeking analytics-driven customer success focused on adoption and engagement.
Pricing
Custom enterprise pricing based on monthly tracked users (MTUs); typically starts at $15,000-$30,000 annually for mid-sized plans, scaling up significantly.
Appcues
specializedNo-code tool for user onboarding, adoption flows, and success metrics tracking.
Advanced Flow Builder for creating dynamic, multi-step user journeys without coding
Appcues is a no-code platform designed for creating in-app experiences like guided tours, tooltips, checklists, and surveys to drive product adoption and user engagement. It helps customer success teams improve onboarding and retention by delivering personalized, contextual guidance within the product. While not a full CSM suite, it excels in product-led success metrics through analytics and segmentation.
Pros
- Intuitive no-code builder for rapid deployment of in-app experiences
- Robust analytics to track adoption and engagement metrics
- Seamless integrations with CS tools like Intercom and Segment
Cons
- Lacks core CSM features like customer health scoring or account management
- Limited customization for complex enterprise workflows
- Pricing scales quickly for high-volume usage
Best For
SaaS product teams and CSMs prioritizing self-serve onboarding and adoption in mid-market companies.
Pricing
Starts at $833/month (Essentials, 10k MAU), $2,499/month (Growth, 25k MAU), custom Enterprise plans.
Conclusion
The top customer success tools reviewed offer standout solutions for driving growth and retention, with Gainsight leading as the most comprehensive choice, boasting robust health scoring and churn reduction capabilities. Closely following, Totango excels in engagement tracking and risk prediction, while ChurnZero delivers exceptional real-time churn prevention, making each a strong fit for different organizational needs.
Begin your journey to more effective customer success by exploring Gainsight—its all-in-one platform can help you build stronger relationships and boost results. Don’t wait to elevate your strategy with the tool trusted by leading teams.
Tools Reviewed
All tools were independently evaluated for this comparison