Quick Overview
- 1#1: Gainsight - Enterprise-grade customer success platform that unifies customer data, automates workflows, and drives retention at scale.
- 2#2: Vitally - Modern customer success platform with advanced analytics, playbooks, and task automation for proactive customer management.
- 3#3: ChurnZero - Real-time customer engagement platform that delivers personalized interactions to boost retention and reduce churn.
- 4#4: Totango - AI-powered customer success solution for journey orchestration, health scoring, and cross-functional collaboration.
- 5#5: Custify - All-in-one customer success platform that segments users, automates workflows, and predicts churn.
- 6#6: ClientSuccess - Customer success software focused on renewals, expansion, and success planning with integrated QBRs.
- 7#7: Pendo - Product experience platform that provides analytics, in-app guides, and feedback to drive user adoption.
- 8#8: Appcues - No-code tool for building in-app experiences, onboarding flows, and announcements to improve product adoption.
- 9#9: Userpilot - User onboarding and engagement platform with personalized in-app tours, checklists, and analytics.
- 10#10: GuideCX - Customer onboarding platform that streamlines implementation, training, and success milestones.
These tools were chosen based on rigorous assessment of core functionality, user experience, technical innovation, and overall utility, ensuring they deliver exceptional value across key areas like retention, collaboration, and scalability.
Comparison Table
This comparison table examines leading Customer Success Manager Software tools, such as Gainsight, Vitally, ChurnZero, Totango, Custify, and more, to assist teams in evaluating their options. Readers will discover details on key features, pricing structures, and integration strengths to identify the right fit for their customer success goals.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Gainsight Enterprise-grade customer success platform that unifies customer data, automates workflows, and drives retention at scale. | enterprise | 9.5/10 | 9.8/10 | 8.7/10 | 9.2/10 |
| 2 | Vitally Modern customer success platform with advanced analytics, playbooks, and task automation for proactive customer management. | specialized | 9.1/10 | 9.4/10 | 8.7/10 | 8.6/10 |
| 3 | ChurnZero Real-time customer engagement platform that delivers personalized interactions to boost retention and reduce churn. | specialized | 9.1/10 | 9.4/10 | 8.7/10 | 8.5/10 |
| 4 | Totango AI-powered customer success solution for journey orchestration, health scoring, and cross-functional collaboration. | specialized | 8.6/10 | 9.1/10 | 7.9/10 | 8.2/10 |
| 5 | Custify All-in-one customer success platform that segments users, automates workflows, and predicts churn. | specialized | 8.6/10 | 8.4/10 | 9.2/10 | 8.1/10 |
| 6 | ClientSuccess Customer success software focused on renewals, expansion, and success planning with integrated QBRs. | specialized | 8.1/10 | 8.4/10 | 7.7/10 | 7.6/10 |
| 7 | Pendo Product experience platform that provides analytics, in-app guides, and feedback to drive user adoption. | enterprise | 8.4/10 | 9.2/10 | 7.8/10 | 7.9/10 |
| 8 | Appcues No-code tool for building in-app experiences, onboarding flows, and announcements to improve product adoption. | specialized | 8.1/10 | 8.4/10 | 9.3/10 | 7.6/10 |
| 9 | Userpilot User onboarding and engagement platform with personalized in-app tours, checklists, and analytics. | specialized | 8.1/10 | 8.4/10 | 9.3/10 | 7.8/10 |
| 10 | GuideCX Customer onboarding platform that streamlines implementation, training, and success milestones. | specialized | 7.9/10 | 8.2/10 | 8.8/10 | 7.4/10 |
Enterprise-grade customer success platform that unifies customer data, automates workflows, and drives retention at scale.
Modern customer success platform with advanced analytics, playbooks, and task automation for proactive customer management.
Real-time customer engagement platform that delivers personalized interactions to boost retention and reduce churn.
AI-powered customer success solution for journey orchestration, health scoring, and cross-functional collaboration.
All-in-one customer success platform that segments users, automates workflows, and predicts churn.
Customer success software focused on renewals, expansion, and success planning with integrated QBRs.
Product experience platform that provides analytics, in-app guides, and feedback to drive user adoption.
No-code tool for building in-app experiences, onboarding flows, and announcements to improve product adoption.
User onboarding and engagement platform with personalized in-app tours, checklists, and analytics.
Customer onboarding platform that streamlines implementation, training, and success milestones.
Gainsight
enterpriseEnterprise-grade customer success platform that unifies customer data, automates workflows, and drives retention at scale.
Customer 360 with AI-driven risk and opportunity predictions that consolidate data from all customer touchpoints
Gainsight is the leading Customer Success platform that empowers teams to proactively manage customer relationships, predict churn, and drive revenue through renewals and expansions. It offers a unified Customer 360 view, AI-driven health scores, success playbooks, and advanced analytics to deliver actionable insights. With seamless integrations across CRMs, support tools, and billing systems, it enables CSMs to scale operations efficiently while focusing on high-impact activities.
Pros
- Comprehensive AI-powered analytics and predictive health scoring
- Extensive library of customizable playbooks for success motions
- Deep integrations with 100+ tools including Salesforce and Zendesk
Cons
- Steep initial learning curve and setup complexity
- Premium pricing may be prohibitive for SMBs
- Customization requires technical expertise
Best For
Enterprise Customer Success teams seeking a scalable, all-in-one platform to manage complex customer portfolios and maximize lifetime value.
Pricing
Custom enterprise pricing, typically starting at $5,000+ per month based on customer volume, users, and features; contact sales for quote.
Vitally
specializedModern customer success platform with advanced analytics, playbooks, and task automation for proactive customer management.
No-code Success Playbooks for creating personalized, multi-step customer engagement automations
Vitally is a comprehensive customer success platform that unifies customer data from multiple sources to provide actionable insights for CS teams. It enables health score monitoring, customer segmentation, task automation, and playbook execution to drive retention and expansion. With deep integrations into CRMs, billing, and support tools, it helps managers proactively engage customers at scale.
Pros
- Unified 360-degree customer view with real-time data syncing
- No-code playbook builder for automated CS workflows
- Advanced health scoring and predictive analytics
Cons
- Higher pricing may deter smaller teams
- Initial setup and data integration can be time-intensive
- Reporting customization lacks some flexibility
Best For
Mid-market SaaS companies with dedicated CS teams needing scalable automation and deep customer insights.
Pricing
Custom quote-based pricing; Growth plan starts around $1,200/month, scaling with ARR and features to Enterprise tiers.
ChurnZero
specializedReal-time customer engagement platform that delivers personalized interactions to boost retention and reduce churn.
Dynamic, multi-signal customer health scores with real-time alerts and automated playbook triggers
ChurnZero is a comprehensive customer success platform tailored for SaaS companies to reduce churn, boost retention, and drive expansion through proactive engagement. It offers real-time customer health scoring, automated success playbooks, in-app messaging, and account timelines to empower CSMs with actionable insights. The tool integrates seamlessly with CRMs, support systems, and analytics platforms to centralize customer data and enable personalized interactions across the customer lifecycle.
Pros
- Advanced real-time health scoring and risk alerts for proactive intervention
- Robust playbook automation and success plan templates for scalable CS operations
- Extensive integrations and customizable in-app experiences
Cons
- Premium pricing may be steep for smaller teams
- Advanced customization requires technical setup
- Reporting dashboards lack some native advanced analytics
Best For
Mid-market to enterprise SaaS companies with complex customer bases aiming to operationalize customer success at scale.
Pricing
Quote-based pricing starting at around $10,000 annually, scaling with customer volume, seats, and features.
Totango
specializedAI-powered customer success solution for journey orchestration, health scoring, and cross-functional collaboration.
Success Playbooks for automating personalized, data-driven customer interventions at scale
Totango is a robust customer success platform tailored for B2B SaaS companies, enabling CSMs to monitor customer health, track engagement, predict churn, and orchestrate personalized success journeys. It offers advanced analytics, AI-driven insights, and automation tools to proactively manage accounts, upsell opportunities, and renewals. With deep integrations into CRMs like Salesforce and analytics platforms, it centralizes customer data for actionable intelligence.
Pros
- Advanced AI-powered health scoring and churn prediction
- Comprehensive integrations and real-time engagement tracking
- Customizable success playbooks for automated workflows
Cons
- Steep learning curve and lengthy implementation
- High enterprise-level pricing
- User interface can feel cluttered and dated
Best For
Mid-to-large SaaS enterprises with dedicated CS teams managing high-volume, complex customer accounts.
Pricing
Custom enterprise pricing starting at around $20,000-$50,000 annually, based on ARR under management and features.
Custify
specializedAll-in-one customer success platform that segments users, automates workflows, and predicts churn.
No-code playbook builder that automates personalized customer journeys
Custify is a no-code customer success platform that unifies data from CRMs, billing systems, and support tools to deliver a 360-degree customer view for CSMs. It offers features like dynamic segmentation, health scoring, churn prediction, and automated playbooks to proactively manage customer lifecycles and reduce churn. Designed for SaaS companies, it emphasizes ease of setup without requiring developers.
Pros
- No-code interface for quick setup and playbook automation
- Strong data unification from 100+ integrations
- Effective health scoring and churn prediction tools
Cons
- Limited advanced analytics for enterprise-scale needs
- Pricing scales quickly with customer volume
- Customization options can feel restrictive for complex workflows
Best For
Mid-market SaaS businesses looking for an intuitive, developer-free CS platform to scale customer retention.
Pricing
Custom pricing starting at around $600/month for Starter plans, with Growth and Enterprise tiers based on customer volume and features.
ClientSuccess
specializedCustomer success software focused on renewals, expansion, and success planning with integrated QBRs.
Automated Success Playbooks that dynamically trigger workflows and tasks based on real-time customer health changes
ClientSuccess is a customer success platform tailored for SaaS companies, enabling teams to monitor customer health, automate success playbooks, and manage renewals proactively. It provides tools for creating personalized success plans, tracking engagement metrics, conducting QBRs, and integrating with CRMs like Salesforce. The software emphasizes actionable insights to reduce churn and expand accounts through data-driven customer success strategies.
Pros
- Robust automated success playbooks that trigger tasks based on health signals
- Strong customer health scoring with customizable metrics
- Seamless integrations with Salesforce and other SaaS tools
Cons
- Steep learning curve for setup and customization
- Reporting and analytics lack depth compared to top competitors
- Pricing can be opaque and expensive for smaller teams
Best For
Mid-market SaaS companies seeking playbook automation and health monitoring for scaling customer success operations.
Pricing
Custom enterprise pricing, typically starting at $10,000-$20,000 annually based on seats and usage; contact sales for quotes.
Pendo
enterpriseProduct experience platform that provides analytics, in-app guides, and feedback to drive user adoption.
Integrated product analytics with in-app experimentation for real-time user behavior optimization
Pendo is a comprehensive product experience platform designed to empower Customer Success Managers with in-depth user analytics, in-app guidance, and feedback collection tools. It enables CSMs to track user behavior, create personalized onboarding experiences, and identify at-risk accounts to boost retention and adoption. By integrating product usage data with surveys and session replays, Pendo helps SaaS teams drive proactive customer success at scale.
Pros
- Powerful behavioral analytics for churn prediction and adoption insights
- Customizable in-app guides and walkthroughs to accelerate onboarding
- Integrated feedback tools like NPS surveys and session replays
Cons
- Steep learning curve and complex initial setup
- High enterprise-level pricing not ideal for small teams
- Limited customization in reporting without advanced configurations
Best For
Mid-to-large SaaS companies with product-led growth strategies seeking deep user analytics and engagement tools.
Pricing
Custom enterprise pricing, typically starting at $20,000+ annually based on users and features; no public free tier.
Appcues
specializedNo-code tool for building in-app experiences, onboarding flows, and announcements to improve product adoption.
No-code builder for hyper-personalized in-app flows using user behavior data
Appcues is a no-code platform specializing in in-app experiences to drive product adoption, onboarding, and user engagement for SaaS companies. Customer Success Managers leverage it to create personalized tours, checklists, tooltips, and surveys that help accelerate customer time-to-value and reduce churn through better activation. While strong in user guidance, it lacks native CSM tools like account health scoring or task automation, making it a complementary rather than comprehensive solution.
Pros
- Intuitive no-code builder for quick experience creation
- Powerful segmentation and A/B testing for targeted engagement
- Robust analytics on adoption metrics and integrations with CS stacks
Cons
- Missing core CSM functionalities like health scores and playbooks
- Pricing scales quickly with MAU, less ideal for small teams
- Limited support for outbound CS workflows beyond in-app
Best For
CSMs at mid-stage SaaS companies focused on product-led growth and improving onboarding to boost retention.
Pricing
Starts at ~$10,000/year for Essentials (up to 10k MAU), with Growth and Enterprise tiers scaling to $50k+ based on monthly active users.
Userpilot
specializedUser onboarding and engagement platform with personalized in-app tours, checklists, and analytics.
Hyper-personalized in-app flows using no-code segmentation based on user behavior and cohorts
Userpilot is a no-code product adoption platform designed to boost user onboarding, engagement, and retention through in-app experiences like guided tours, checklists, tooltips, and personalized announcements. For Customer Success Managers, it provides analytics on feature adoption, behavioral segmentation, and A/B testing to identify at-risk users and drive self-serve success. While excellent for product-led growth, it focuses more on in-product interactions than comprehensive account management or churn prediction found in dedicated CSM tools.
Pros
- Intuitive no-code builder for quick deployment of onboarding flows
- Powerful behavioral segmentation and personalization for targeted CS efforts
- Detailed adoption analytics to inform customer health insights
Cons
- Lacks advanced CSM features like playbooks, renewals tracking, or CRM-deep integrations
- Pricing scales quickly for larger user bases
- Primarily in-app focused, less suited for outbound customer success
Best For
SaaS teams emphasizing product-led growth and self-serve onboarding to support CSMs in mid-stage companies.
Pricing
Starts at $249/mo (Essentials, annual billing) for up to 5k MAU, $649/mo (Growth), up to custom Enterprise plans.
GuideCX
specializedCustomer onboarding platform that streamlines implementation, training, and success milestones.
Interactive visual timelines that allow real-time collaboration and progress tracking across the entire customer lifecycle
GuideCX is a customer success platform specializing in onboarding, implementation, and success planning, helping teams manage customer journeys from kickoff to renewal. It features visual timelines, automated workflows, task assignments, and customer portals to enhance collaboration and reduce time-to-value. While strong in structured onboarding, it integrates with tools like Salesforce for broader CSM needs but lacks some advanced analytics found in top competitors.
Pros
- Highly intuitive visual timeline builder for customer journeys
- Robust automation and collaboration tools for onboarding teams
- Seamless integrations with CRM systems like Salesforce and HubSpot
Cons
- Limited native health scoring and predictive analytics
- Reporting and dashboard customization could be more advanced
- Enterprise pricing may not suit smaller teams or startups
Best For
Mid-sized to enterprise teams focused on structured customer onboarding and implementation processes.
Pricing
Custom quote-based pricing; typically starts at $25,000-$50,000 annually depending on users and features.
Conclusion
Gainsight emerges as the top choice, boasting an enterprise-grade platform that unifies customer data, automates workflows, and scales retention effectively. Vitally and ChurnZero follow closely, with Vitally excelling in advanced analytics and proactive management, and ChurnZero driving personalized engagement to reduce churn. Each tool brings unique strengths, ensuring there's a standout option for nearly every customer success need.
Ready to elevate your customer success efforts? Explore Gainsight to unlock streamlined workflows, data-driven insights, and long-term retention—tailored to your goals.
Tools Reviewed
All tools were independently evaluated for this comparison