01 Industry overview
The customer success software industry at a glance
The global customer success platform market reached $3.2 billion in 2025 and is expanding as SaaS companies invest in retention, adoption, renewals, expansion and AI-enabled customer operations.
- $3.2B[56]
- Global market size, 2025
- 15.4%[56]
- Forecast CAGR, 2025–2034
- 41.0%[56]
- North America share, 2025
- 64.0%[56]
- Software share, 2025
- Market size
- The global customer success platform market was valued at $3.2 billion in 2025. The estimate includes standalone customer success platforms, customer-success modules within CRM and service suites, and related implementation, managed and training services.[56]
- Forecast & CAGR
- The market is forecast to reach $11.61 billion by 2034, representing a 15.4% CAGR from 2025 to 2034. Software revenue is projected to grow at 16.2% annually as AI agents, health scoring and renewal automation expand.[56]
- Market share & regions
- North America held 41.0% of global customer success platform revenue in 2025, making it the largest regional market. Asia-Pacific is forecast to be the fastest-growing region, with a projected 17.4% CAGR through 2034.[56][9]
- Segmentation
- Software accounted for 64.0% of 2025 market revenue, while services accounted for the remainder. By use case, the market includes health scoring and churn prevention, onboarding and adoption, renewal management, expansion and upsell; expansion and upsell is forecast to grow at 17.3% annually.[56]
- Key players & concentration
- The competitive landscape includes Gainsight, Totango, ChurnZero, Planhat, Vitally, Salesforce, Freshworks, HubSpot, Zendesk and CustomerGauge, among others. One dedicated-platform estimate identifies approximately 100 players and describes the market as medium-concentration, with bundling by CRM and service-suite vendors as a major competitive pressure.[16][56]
- Pricing
- Pricing is commonly quote-based and varies with team size, contract length, integrations and modules. ClientSuccess states that its pricing is based on the number of customer success managers and selected modules, while a 2026 comparison found that Gainsight, ChurnZero, Planhat, Totango and Vitally generally sell through tailored contracts rather than standardized public prices.[23][57]
- Trends, drivers & challenges
- Growth is being driven by subscription business models, demand for retention and expansion visibility, cloud deployment and AI-powered health scoring and workflow automation. Key challenges include data integration, implementation complexity, privacy requirements and competition from customer-success features bundled into CRM and service platforms; cloud deployment represented 87.45% of the broader customer success management market in 2025.[9][16]
- Consumer behavior & competition
- Enterprise buyers increasingly evaluate platforms on measurable retention, adoption and expansion outcomes, alongside data-warehouse connectivity, compliance and AI capabilities. Smaller companies are more likely to adopt customer-success functionality through existing CRM or service suites, while standalone platforms compete through deeper health scoring, playbooks, integrations and customer-success operations features.[9][16]
- M&A
- M&A is broadening customer-success platforms into education, community and AI-enabled service workflows. Gainsight acquired Skilljar on April 2, 2025, adding external customer and partner education capabilities, while Zendesk announced its agreement to acquire Forethought on March 11, 2026, to expand self-improving AI agents and autonomous service workflows.[2]
- Regulation
- Customer success platforms process account, usage, support and contact data, making privacy and data-governance compliance central to procurement. In the European Union, the GDPR governs the processing and movement of personal data, while vendors increasingly emphasize data residency, consent controls, security certifications and auditable AI operations.[58][16]
- Latest news
- Recent industry activity has centered on AI and platform expansion: Gainsight launched Atlas, an AI-agent initiative for customer retention and growth, in May 2025, and Zendesk completed its Forethought acquisition in March 2026. These developments indicate continued convergence between customer success, customer education and autonomous customer service.[2]
02 Ranking
Top 10 Companies in the Customer Success Software Industry
The leading companies in the customer success software industry, ranked on market impact, performance, momentum, innovation and brand popularity.
Updated November 11, 2026 · Next review December 11, 2026
Gainsight leads Gitnux's 2026 customer success software ranking with an Overall score of 9.7, with an AI-agent initiative called Atlas launched in May 2025. Odie is the highest-ranked agentic post-sales platform provider at 8.7, with an agentic customer success operating system for post-sales teams.
Ranked by Overall score · How we score ↓
Editor's top 3 picks
Where to start, by need.
#1 Overall · Leader in enterprise customer success platforms
Gainsight
US
Ranked #1 · 9.7 · Enterprise customer success platforms
Why we picked it: It aligns AI-agent work with retention and growth use cases via an agent initiative released in 2025.
Leader in AI post-sales operating systems
Odie
US
Ranked #2 · 8.7 · AI post-sales operating systems
Why we picked it: It focuses on agentic automation for post-sales operations rather than only dashboards or reporting.
Leader in collaborative customer success
Vitally
US
Ranked #3 · 8.7 · Collaborative customer success
Why we picked it: It positions around collaboration and adoption across large numbers of B2B teams using one platform.
Pick 1 is the #1 company overall. Picks 2 and 3 are the highest-ranked companies in the top 5 that add a new segment.
Full ranking
| # | Company | Overall ↓ | Impact | Company snapshot |
|---|---|---|---|---|
| 1 | Gainsight Enterprise customer success platforms · US | 9.7 | 9.9 | |
Company snapshot · Gainsight · Data as of November 11, 2026 Gainsight provides software for companies to retain and grow customers.[2]
| ||||
| 2 | Odie AI post-sales operating systems · US | 8.7 | 8.8 | |
Company snapshot · Odie · Data as of November 11, 2026 Odie provides an agentic customer success operating system for post-sales teams.[59]
| ||||
| 3 | Vitally Collaborative customer success · US | 8.7 | 8.8 | |
Company snapshot · Vitally · Data as of November 11, 2026 Vitally is an all-in-one customer success platform used by 600+ B2B teams.[60]
| ||||
| 4 | Planhat Customer success, CRM and services platform · US | 8.6 | 8.5 | |
Company snapshot · Planhat · Data as of November 11, 2026 Planhat combines customer success, CRM and professional services automation.[50]
| ||||
| 5 | EverAfter Digital customer success portals · US | 8.5 | 7.8 | |
Company snapshot · EverAfter · Data as of November 11, 2026 EverAfter provides an AI digital customer success platform and portal.[61]
| ||||
| 6 | Velaris Enterprise customer success platforms · GB | 7.8 | 7.0 | |
Company snapshot · Velaris · Data as of November 11, 2026 Velaris offers health scoring, churn prediction, onboarding, renewal and expansion workflows.[62]
| ||||
| 7 | ClientSuccess Enterprise customer success platforms · US | 7.8 | 7.8 | |
Company snapshot · ClientSuccess · Data as of November 11, 2026 ClientSuccess is listed as a customer success platform in G2's category report.[1]
| ||||
| 8 | Custify Enterprise customer success platforms · DE | 7.6 | 7.8 | |
Company snapshot · Custify · Data as of November 11, 2026 Custify provides a centralized customer success platform with customer data and health insights.[63]
| ||||
| 9 | Skalin Enterprise customer success platforms · FR | 7.5 | 7.0 | |
Company snapshot · Skalin · Data as of November 11, 2026 Skalin provides customer views, AI health scoring and automated customer success playbooks.[64]
| ||||
| 10 | RevSetter AI customer success and CRM platform · US | 7.5 | 7.0 | |
Company snapshot · RevSetter · Data as of November 11, 2026 RevSetter provides customer 360 views, journeys, playbooks, dashboards and forecasting.[65]
| ||||
How we score
- Impact (30%): scale and weight in the market (revenue, market share, employees, market position).
Popularity (brand search demand, 15%) counts toward Overall but is not published as a column. Overall leaves out what is not known.
Scale Scores are shown on a 7–10 scale with one decimal; bars start at 7.0.
Cadence Recalculated when new figures are published; next review December 11, 2026.
Independence. Rankings are editorially independent. Scores, ranks, picks and the verdict follow the method above; no company can pay to change them.
Cite this ranking
APA
Marcus Afolabi. (2026, February 13). Top 10 companies in the customer success software industry. In Customer Success Software Industry Statistics. Gitnux. https://gitnux.org/customer-success-software-industry-statistics/#top-companies
Annual revenue of leading customer success software companies
ActiveCampaign leads with $290.5M.
03 Trends & forecasts
Top 10 Customer Success Software Industry Trends & Forecasts 2027
What is changing in the customer success software industry, with the evidence behind each trend and a forecast for 2027.
Forecasts were generated by an AI model from the cited evidence. They are estimates, not guarantees.
01Retention budgets keep moving upward
High confidenceSaaS Capital’s 2025 benchmark puts median net revenue retention at 101% and gross revenue retention at 91%, while Expansion ARR represents more than 50% of total new ARR at companies above $50 million in revenue. These economics increase the value of software that protects renewals and identifies expansion opportunities.[66]
Forecast 2027: In 2027, customer-success platforms will increasingly be purchased against retention, expansion and payback metrics rather than activity measures such as meetings or logged tasks. Expansion forecasting and renewal-risk workflows should receive a larger share of customer-success technology budgets.
02AI agents move into daily workflows
High confidenceSalesforce reported that adoption of AI agents in customer-service organizations increased from 39% in 2025 to 66% in 2026, and 79% of service leaders said investment in AI agents was essential to meet business demands. Gainsight also launched Atlas in May 2025 with agents covering onboarding, adoption, risk identification and renewal management.[67][2]
Forecast 2027: By 2027, AI agents will be standard in high-volume customer-success motions, especially health monitoring, meeting preparation, renewal administration and digital engagement. Human CSMs will remain responsible for exceptions, strategic accounts and governance.
03Health scoring becomes predictive
High confidenceGainsight’s Atlas launch identifies relationship health, customer risks and growth signals as agent use cases, while the broader market is already shifting from manually maintained scorecards toward product usage, support, sentiment and commercial data. The evidence points to health scoring becoming an operational decision layer rather than a reporting view.[2][30]
Forecast 2027: In 2027, leading platforms will combine behavioral, support, relationship and billing signals to predict churn, contraction and expansion at account and user level. Buyers will increasingly demand explainable scores, confidence levels and recommended next actions.
04Digital-first service overtakes traditional channels
High confidenceGartner’s 2025 survey of 265 customer-service and support leaders found that self-service and live chat are expected to surpass traditional channels such as phone and email as the most valuable customer-service technologies by 2027. The same survey noted that AI agents were rising in value but remained outside the current top ten technologies.[68]
Forecast 2027: Customer-success software will integrate more closely with knowledge bases, communities, chat and in-product guidance by 2027. Success teams will measure assisted self-service, time to value and deflection alongside renewal and adoption outcomes.
05Customer education becomes productized
High confidenceGainsight acquired Skilljar on April 2, 2025, adding external-training and learning-management capabilities. Gainsight described the combination as a move toward personalized, in-workflow learning and agentic education rather than static course repositories.[2]
Forecast 2027: By 2027, customer-success suites will more often include academies, certifications, partner education and contextual learning agents. Education data will feed adoption and health scores, linking training completion directly to product usage and renewal risk.
06Platform bundling intensifies competitive pressure
High confidenceCustomer-success functionality is increasingly being embedded in CRM and service platforms, while Salesforce reports that AI-agent investment is becoming part of mainstream service technology strategy. This broadens competition beyond dedicated vendors to large application-suite providers.[67][68]
Forecast 2027: In 2027, dedicated platforms will defend their position through deeper health models, customer-success operations, data orchestration and cross-functional playbooks. Smaller organizations will increasingly obtain basic customer-success capabilities through existing CRM or service subscriptions.
07Cloud delivery remains the default
High confidenceCloud deployment accounted for 87.45% of customer-success-management market revenue in 2025, according to Mordor Intelligence. Cloud delivery supports faster implementation, continuous releases and integration with CRM, product analytics and data-warehouse systems.[9]
Forecast 2027: By 2027, cloud will remain the dominant delivery model, while demand will shift toward regional hosting, private connectivity, stronger identity controls and data-residency options. On-premises deployments will remain concentrated in regulated or highly security-sensitive accounts.
08Data integration becomes a buying criterion
High confidenceCustomer-success platforms increasingly depend on product usage, support, CRM, billing and warehouse data to generate health and expansion signals. Gainsight’s Atlas is explicitly built on a broader CustomerOS platform spanning onboarding, adoption, community and renewal workflows, illustrating the direction toward connected customer data.[2][30]
Forecast 2027: In 2027, vendors with prebuilt warehouse, CRM, billing and product-analytics connectors will have an advantage in enterprise procurement. Implementation proposals will increasingly include data-model design, identity resolution and governance rather than only application configuration.
09AI governance enters procurement checklists
High confidenceThe EU AI Act’s transparency requirements became applicable on August 2, 2026, and rules for certain high-risk AI systems are scheduled for December 2, 2027. Customer-success platforms that generate recommendations, automate communication or process sensitive customer data will therefore face greater scrutiny over transparency, oversight and auditability.[69]
Forecast 2027: By 2027, enterprise buyers will expect model documentation, human-override controls, audit logs, data-use restrictions and explainable recommendations. Vendors will differentiate through compliance tooling as well as model accuracy.
10Pricing stays customized but becomes usage-aware
High confidenceA November 2026 comparison found that Gainsight, ChurnZero, Planhat and Vitally generally use quote-based contracts, with observed annual contract medians ranging from $35,000 for Vitally to $49,500 for Gainsight. The same comparison found that some vendors price by users, managed accounts, modules or platform fees.[57]
Forecast 2027: In 2027, enterprise pricing will remain negotiated, but AI-agent calls, automated actions, managed accounts and data volume will appear more often as metered or tiered components. Buyers will focus more on total cost of ownership, implementation and model usage than on seat price alone.
04 Statistics
Technology & Innovation
AI use in customer success is measured in adoption rates and time saved: 21% of B2B teams adopted AI for customer success in 2024, and AI saved teams more than 10 hours per week.
AI in the customer success software industry
- 16% of customer success teams at companies with less than $5 million in revenue had adopted AI technology specifically for customer success in 2024.[1]
- 21% of customer success teams at B2B software and services companies had adopted AI technology specifically for customer success in 2024.[1]
- 36% of customer success teams at companies with at least $500 million in revenue had adopted AI technology specifically for customer success in 2024.[1]
- 91% of companies said AI would have a moderate to significant impact on their overall customer success strategy in 2024.[2]
- More than 50% of customer success organizations were using AI globally in 2024, although AI was not yet considered essential.[2]
- AI saved customer success teams more than 10 hours per week by automating tasks such as data entry and churn detection in 2024.[2]
Automation in the customer success software industry
- 50% of customer success respondents said their workflows, analytics and automation were not integrated or they were unaware of any integration in 2022.[3]
- 71% of customer success teams said their current level of operational automation was low to moderate in 2022.[3]
- 28% of customer success organizations used marketing automation for digital engagement in 2024, down from 63% in 2023.[4]
- 73% of customer success organizations used online communities or self-service customer portals for digital engagement in 2024, up from 42% in 2023.[4]
- 69% of customer success teams reported an increase or significant increase in operational automation during 2022.[3]
- 28% of customer success companies reported high levels of automation adoption in 2022.[3]
Digital Transformation in the software and IT services sector (sector benchmark)
- 75% of digital leaders globally planned to increase AI-related business expenditure in 2024.[5]
- 45% of North American technology and business decision-makers planned to adopt AI and machine learning to improve business within 12 to 24 months.[5]
- 54.8% of surveyed organizations reported having a chief digital officer or another executive responsible for digital transformation.[6]
- 34% of surveyed organizations globally identified replacing or upgrading legacy technology as a top digital-transformation goal in 2024.[5]
- 72% of digital leaders globally expected to increase technology spending in 2024, compared with 50% of digital laggards, according to a survey of 855 technology and business decision-makers.[5]
Technology Adoption in the software and IT services sector (sector benchmark)
- 67.6% of IT services were delivered through cloud infrastructure among surveyed organizations in 2024.[6]
- 57.7% of surveyed organizations reported having a chief information security officer or equivalent in 2024.[6]
- More than 50% of surveyed global IT decision-makers were exploring AI use cases or piloting AI technologies in 2024.[5]
- 51.8% of surveyed organizations reported that AI solutions were somewhat or extremely rare in 2024.[6]
Cloud Computing in the software and IT services sector (sector benchmark)
- 65.5% of EU enterprises using paid cloud services used them for security software applications in 2025.[7]
- 85.2% of EU enterprises using paid cloud services used them for email in 2025.[7]
- 26.1% of EU enterprises using paid cloud services used computing platforms for application development, testing or deployment in 2025.[7]
- 71.7% of EU enterprises using paid cloud services used them for office software in 2025.[7]
- 71.5% of EU enterprises using paid cloud services used them for file storage in 2025.[7]
- 52.7% of EU enterprises with at least 10 employees used paid cloud-computing services in 2025.[7]
Big Data in the software and IT services sector (sector benchmark)
- 14% of enterprises with at least 10 employees across the OECD used big-data analytics on average, based on 2022 data or the latest available year.[8]
- Big-data analytics adoption averaged 14% among OECD enterprises with at least 10 employees, compared with 49% for cloud computing in the latest comparable data.[8]
- 3% was the lowest reported enterprise adoption rate for big-data analytics across OECD countries in the latest available data through 2023.[8]
05 Statistics
Data & Analytics
Cloud delivery remains the default in customer-success management, with 87.45% in 2025. Data quality and governance are also quantified, including 76% of global data leaders reporting AI governance lag in 2026.
Business intelligence in the customer success software industry
- 87.45% was cloud deployment’s share of the customer-success-management market in 2025.[9]
- 21.75% is the projected Asia-Pacific CAGR for the customer-success-management market through 2031.[9]
- 60.35% was large enterprises’ share of customer-success-management market revenue in 2025.[9]
- 26.65% was the IT-and-telecommunications segment’s share of customer-success-management market size in 2025.[9]
- 21.95% is the projected CAGR for the small and midsize customer-success-management segment through 2031.[9]
- 44.35% was North America’s share of customer-success-management market revenue in 2025.[9]
Data analytics in the customer success software industry
- 64% of customer-success teams at companies with $5 million–$49 million in revenue used support software in 2024.[1]
- 62% of customer-success teams at companies with at least $500 million in revenue used learning-management software in 2024.[1]
- 51% of B2B technology companies had a dedicated customer-success-operations team in 2024.[2]
- 74% of surveyed customer-revenue leaders said most of their revenue came from existing customers in 2025.[10]
- 10+ hours per week were saved by AI-enabled customer-success teams through automation and churn detection, according to 2024 research.[2]
Data Quality in the software and IT services sector (sector benchmark)
- In 2025, 43% of organizations globally rated their data excellent for quality and completeness, across surveyed technology and business organizations.[11]
- In 2025, 46% of organizations globally said they were fully confident in their data quality, across surveyed technology and business organizations.[11]
- In 2024, 95% of enterprise data leaders and practitioners reported a data-quality issue with a direct impact on business outcomes, across companies with at least $1 billion in revenue.[12]
- In 2025, 34% of organizations globally rated their data excellent for relevance and suitability, across surveyed technology and business organizations.[11]
- In 2025, 35% of organizations globally rated their data excellent for consistency and standardization, across surveyed technology and business organizations.[11]
- In 2025, 46% of organizations globally rated their data excellent for accuracy and integrity, across surveyed technology and business organizations.[11]
Data Governance in the software and IT services sector (sector benchmark)
- In 2024, 32% of global technology leaders prioritized data governance among their data-management areas for the next 12 months.[13]
- In 2024, 18.3% of organizations reported having a data-governance or catalog solution as part of their governance program, according to a global governance study.[14]
- In 2026, 76% of global data leaders said their company’s AI governance did not completely keep pace with employee use of AI technology.[14]
- In 2024, 35% of U.S. technology executives prioritized data governance among their data-management areas for the next 12 months.[13]
- In 2024, 81.7% of organizations reported having no data-governance or catalog solution as part of their governance program, according to a global governance study.[14]
- In 2024, 61% of supply-management organizations reported having a dedicated data-governance function, based on an Institute for Supply Management survey.[15]
KPIs in the customer success software industry
- 91%–100% was the net-revenue-retention band reported for surveyed SaaS organizations in 2025.[10]
- 250+ companies in North America and Europe participated in Gainsight’s 2024 customer-success benchmarking research.[2]
- 793 participants contributed to ChurnZero’s 2025 Customer Revenue Leadership Study.[10]
- 81%–90% was the gross-revenue-retention band reported for surveyed SaaS organizations in 2025.[10]
- 91% of surveyed companies expected AI to have a moderate to significant impact on customer-success strategy in 2024.[2]
- 74% of surveyed customer-revenue leaders said most revenue came from existing customers in 2025.[10]
06 Statistics
Strategy & Growth
Customer success software is tied to retention, expansion, and renewal planning signals. Forecasts show $3.38 billion in 2026 global market size and projected growth toward $11.61 billion by 2034.
Growth in the customer success software industry
- 19.5% was the projected global CAGR for customer-success-management platforms from 2025 to 2031.[16]
- $16.68 billion was the projected global customer-success-platform market size for 2034.[17]
- 21.4% was the projected CAGR for Europe’s customer-success-platform market from 2025 to 2030.[18]
- $3.38 billion was the projected global customer-success-platform market size for 2026.[17]
- 8,246 full-time employees worked at HubSpot at the end of 2024.[19]
- $2.214 billion was the projected global customer-success-management-platform market size for 2031.[16]
Differentiation in the customer success software industry
- 3 hours per day were saved by Xceptor through Gainsight-based customer-engagement improvements, according to the vendor’s case study.[2]
- 29% was the reduction in cancellation reported by LastPass after building a digital customer-success retention engine with Gainsight.[2]
- 10% was the gross-revenue-retention increase reported in a Gainsight customer case study for a North American healthcare company.[2]
- 8,000 hours were returned to Pipedrive’s customer-success team through Gainsight automation, according to the vendor’s case study.[2]
- 14 percentage points was Notion’s improvement in customer-success and digital-onboarding scores after scaling its program with Gainsight.[2]
- 83% was Hootsuite’s customer-onboarding graduation rate after using a hybrid human-and-digital customer-success model with Gainsight, up from 76%.[2]
Mergers and acquisitions in the customer success software industry
- $3.6 billion was the reported value of Salesforce’s 2026 agreement to acquire Intercom’s Fin customer-service AI platform.[20]
- 16 employees worked at Cacheflow when HubSpot acquired the B2B subscription-billing company in 2024.[21]
- About 12 customers were served by Cacheflow when HubSpot acquired it in 2024.[21]
- $1.5 billion was SAP’s announced cash acquisition price for digital-adoption software company WalkMe in 2024.[22]
- 1 acquisition of a dedicated onboarding solution was described by ClientSuccess as the first such deal in the customer-success-platform space when it acquired Status in 2023.[23]
- $8 billion was the purchase price SAP agreed to pay for Qualtrics in 2018, the largest acquisition of a venture-backed enterprise software company at that time.[24]
Strategic partnerships in the customer success software industry
- 1 strategic partnership between Gainsight and SAP was announced in September 2024 to integrate Gainsight CS with SAP Sales Cloud.[2]
- 1 commercial partnership between Gainsight and Ecosystems was announced in 2022 to combine value management and customer-success capabilities.[2]
- 1 bi-directional integration between Gainsight CS and HubSpot’s CRM was announced in October 2023.[2]
- 1 customer-success ecosystem was launched by Gainsight in 2020 through its Sightline technology exchange.[2]
- 1 bi-directional integration between Gainsight CS and Productboard was announced in January 2023.[2]
- More than 1,600 durable businesses were cited by Gainsight as part of its customer-success community and ecosystem in 2024.[2]
07 Statistics
People & Workforce
Workforce distribution intersects with delivery models. Remote and hybrid patterns are quantified for 2026, with 34.8% reported in the Stack Overflow Developer Survey.
Remote Work in the software and IT services sector (sector benchmark)
- 48% of U.S. software and IT professionals surveyed worked remotely in 2026, compared with 21% in France.[25]
- 6% of global respondents worked fully remotely in 2025, defined as spending less than one day per week in the office.[26]
- 84% of technology-services employers agreed in 2025 that the ability to work remotely is important for employee retention.[26]
- 10% of technology-services respondents worked under fully flexible arrangements in 2025, allowing employees substantial control over remote work.[26]
- 34.8% of global software and IT services respondents worked remotely in 2026, according to the Stack Overflow Developer Survey.[25]
Hybrid Work in the software and IT services sector (sector benchmark)
- 56% of IT employees worked in hybrid arrangements in 2025, while 31% were fully remote and 13% attended the office daily.[27]
- 55% of technology-services respondents worked in a hybrid arrangement in 2025, the highest share among industries measured by Cisco.[26]
- 47% of global respondents worked in hybrid arrangements in 2025, down from 63% in Cisco’s 2022 study.[26]
- 61% of U.S. employees with remote-capable jobs preferred hybrid work in November 2025, compared with 33% preferring fully remote work.[28]
- 52% of U.S. employees with remote-capable jobs worked in hybrid arrangements in May 2026, according to Gallup.[28]
Upskilling in the customer success software industry
- 14% of customer success teams at companies with less than $5 million in revenue used learning management systems in 2024.[1]
- 62% of customer success teams at companies with at least $500 million in revenue used learning management systems in 2024.[1]
- 48% of customer success teams at companies with $50 million to $249 million in revenue used learning management systems in 2024.[1]
- 53% of customer success teams at companies with $250 million to $499 million in revenue used learning management systems in 2024.[1]
- 29% of customer success teams at companies with $5 million to $49 million in revenue used learning management systems in 2024.[1]
Employee Engagement in the software and IT services sector (sector benchmark)
- 37% of exclusively remote U.S. employees were engaged in May 2026, compared with 34% of hybrid employees and 29% of on-site employees with remote-capable jobs.[28]
- 22.2% of global software and IT respondents were happy with their current professional role in 2026, while 32.6% were unhappy.[25]
- 74% of respondents approved of fully flexible hybrid policies in 2025, the highest positive sentiment among the policy types Cisco measured.[26]
- 92% of employees ranked collaboration and community as very important aspects of office culture in Cisco’s 2025 global study.[26]
- 54% of exclusively remote U.S. employees were thriving in May 2026, compared with 52% of hybrid employees and 49% of on-site employees with remote-capable jobs.[28]
Change Management in the software and IT services sector (sector benchmark)
- 42% of SAP change-management respondents cited inability to scale change management to business needs as a challenge in 2025.[29]
- 44% of SAP change-management respondents identified requirements gathering as a challenge in 2025.[29]
- 48% of SAP change-management respondents faced pressure in 2025 to implement changes more quickly.[29]
- 59% of SAP change-management respondents expected AI to automate manual processes in change management, according to the 2025 survey.[29]
- 87% of SAP change-management respondents believed AI would influence change management during the five years following the 2025 survey.[29]
08 Statistics
Customer & Sales
Adoption links to customer experience operations, with 41.35% of the market captured by customer experience management applications in 2025. Responsibility for renewals also shifts between functions.
Customer experience in the customer success software industry
- 41.35% of the customer success management market was captured by customer experience management applications in 2025, globally.[9]
- 53% of surveyed organizations used customer success software in 2023, indicating adoption of dedicated tools supporting customer experience operations.[1]
- 95% of surveyed companies had a dedicated customer success function in 2022, linking formal CS operations with customer experience management.[2]
- 42% of surveyed organizations said customer success was responsible for renewals in 2023, compared with 33% assigning responsibility to account management.[2]
Customer retention in the customer success software industry
- 44% of software executives selected lifecycle marketing teams as an effective lever for improving net revenue retention in 2025.[30]
- 44% of software executives selected product innovation as an effective lever for improving net revenue retention in 2025.[30]
- 62% of customer success leaders decreased or maintained their non-headcount budgets in 2023, constraining investment in retention programs.[1]
- 39% of software executives selected dedicated onboarding teams as an effective lever for improving net revenue retention in 2025.[30]
- 35% of software executives selected dedicated renewal teams as an effective lever for improving net revenue retention in 2025.[30]
Customer acquisition in the customer success software industry
- 65% of customer success leaders delayed purchase and business decisions for three to six months in 2023, affecting acquisition timing for customer success software.[1]
- 78% of surveyed companies had adopted or planned to adopt artificial intelligence within 12 months in 2023, creating a new acquisition angle for customer success software vendors.[1]
- 21% of companies included artificial intelligence in their customer success technology stack in 2023.[1]
- More than half of customer success teams used purpose-built customer success software in 2023, expanding the addressable installed base for vendors.[1]
Customer loyalty in the customer success software industry
- 88% of software-company promoters said they were likely to purchase more from the company in 2022, compared with 23% of detractors.[31]
- Software companies recorded an average Net Promoter Score of 14 in the 2022 U.S. consumer benchmark study.[31]
- 82% of software-company promoters said they trusted the company in 2022, compared with 22% of detractors.[31]
- 71% of software-company promoters said they would forgive the company for a mistake in 2022, compared with 18% of detractors.[31]
09 Statistics
Marketing & Brand
Digital engagement expands through communities and customer portals, with 73% of organizations using online communities or self-service portals in 2024. AI inclusion in stacks is also tracked in 2023.
Marketing in the customer success software industry
- 44% of software executives selected lifecycle marketing teams as an effective net-revenue-retention lever in 2025, connecting marketing activity with customer success outcomes.[30]
- 33% of surveyed organizations assigned renewal ownership to account management in 2023.[2]
- 15% of surveyed organizations assigned renewal ownership to sales in 2023, while 42% assigned it to customer success.[2]
Digital marketing in the customer success software industry
- 77% of customer success organizations met with at least one customer segment face-to-face during 2023, showing that digital programs coexisted with human engagement.[1]
- 21% of surveyed companies included artificial intelligence in their customer success technology stack in 2023, supporting digitally delivered customer engagement.[1]
- 78% of surveyed companies had adopted or planned to adopt artificial intelligence in the following 12 months in 2023, accelerating digital customer-success programs.[1]
Influencer Marketing in the software and IT services sector (sector benchmark)
- Across B2B companies, 58% of marketing teams reported using an always-on influencer marketing approach in the 2025 B2B Influencer Marketing Report.[32]
- Across technology companies, 27% of marketers reported dedicated but flat budgets for creator or influencer marketing in 2026, according to Nielsen’s global marketing survey.[33]
- Across technology companies, 64% of marketers reported dedicated and growing budgets for creator or influencer marketing in 2026, according to Nielsen’s global marketing survey.[33]
- Across B2B companies, 43% of marketers reported outstanding results from their influencer programs in the 2025 B2B Influencer Marketing Report.[32]
- Across B2B companies, another 29% of marketing organizations planned to adopt influencer marketing within the next year in 2025, based on an Ipsos survey of 1,500 marketing leaders.[34]
10 Statistics
Operations & Execution
Operational automation outcomes are reported as time, ratio, and escalation-change metrics. Examples include 67% efficiency improvement from automated processes and 43% reduction in case escalations after deployment.
Process optimization in the customer success software industry
- 67% was the reported efficiency improvement from SurveyMonkey’s automated customer-success processes.[35]
- 4X was the increase in Alteryx’s customer-success-manager-to-account ratio within one year after embedding automation in its customer-success processes.[36]
- 25% was the increase in accounts managed per account manager at Swoogo after implementing Gainsight Customer Success.[2]
- 150 hypotheses were incorporated into RD Station’s Customer Happiness Index to analyze customer behavior and support churn prediction.[2]
- 100% was the increase in ConsumerAffairs’ account-to-CSM ratio after it introduced segmentation, dashboards and automation.[1]
Operational efficiency in the customer success software industry
- 200% was the increase in questions asked by one Devo client after the company launched its customer community.[2]
- 43% was the reduction in case escalations reported by Genesys after deploying its own cloud customer-experience and AI capabilities.[37]
- 100 customer-success managers were supported by Front’s digital education and community approach through the first five months of its certification program.[2]
- 20% was the higher product-adoption rate among Front users who engaged with its Academy and Community compared with non-engaged users.[2]
- 133% was the increase in engagement for one Devo client after the launch of Devo’s Gainsight-powered customer community.[2]
Quality management in the customer success software industry
- 15% was Swoogo’s improvement in customer-health scores during the first six months of using Gainsight.[2]
- 55% was Updater’s completion rate for its digital training program for authorized moving providers.[2]
- 42,000 customers were enrolled in SPS Commerce’s customer-learning program for its supply-chain software.[2]
- 20% was the higher product-adoption rate for Front users engaging with its Academy and Community.[2]
- 13 percentage points was Notion’s increase in green health accounts after deploying connected digital customer-success workflows.[2]
Supply chain in the customer success software industry
- 40,000 customers were supported by SPS Commerce’s cloud-based supply-chain software before it expanded customer learning and education.[2]
- 42,000 customers were enrolled in SPS Commerce’s learning experience for its supply-chain software platform.[2]
- 35% was the increase in SPS Commerce customer retention after improving education for users of its supply-chain software.[2]
Outsourcing / Offshoring in the software and IT services sector (sector benchmark)
- Across European organizations, 35% planned to increase their use of nearshore outsourcing in the 2024/2025 sourcing study.[38]
- Across EU enterprises sourcing business functions internationally during 2021–2023, 28.7% moved information and communication technology services abroad.[7]
- Across German digital-experience service providers, 7.6% of services for customer projects were delivered offshore in 2024.[39]
- Among German IT-service generalists, 19.5% of digital-experience services for customer projects were delivered nearshore in 2024.[39]
- Across German digital-experience service providers, 13.2% of services for customer projects were delivered nearshore in 2024.[39]
11 Statistics
Finance & Pricing
Pricing is generally customized, tied to team size, contract length, integrations, and modules. ClientSuccess states pricing is based on the number of customer success managers and selected modules.
Pricing strategy in the customer success software industry
- 5,000 customers are covered by ClientSuccess’s published Growth package, which includes 50 licenses.[23]
- $199 per month is the published price for CSSignal’s higher monthly customer-success software plan.[40]
- 15%–20% is the typical discount ClientSuccess offers for annual contracts compared with month-to-month rates.[23]
- £75 per user per month is Cemantica’s published annual-package price for its customer-experience platform in pounds sterling.[41]
- 10% is the annual-plan saving published by RCOB Software for its customer-success software subscription.[42]
Cost reduction in the customer success software industry
- 7,000 hours of education time were saved by RD Station through scaled customer-success education.[2]
- $4 million per year was the reported cost saving delivered for a private-equity-owned software and analytics company through CX transformation.[43]
- $1.2 million was saved by Gainsight across 104 software renewals after using Productiv to streamline renewal management.[35]
- $2.5 million was the reported customer-retention cost saving achieved by Moveworks using customer-success automation.[2]
- 40% of back-office processes were automated by a software company using redesigned systems and workflows.[44]
Profitability in the customer success software industry
- 32% was the increase in annual recurring revenue managed per CSM reported by Moveworks after customer-success automation.[2]
- 10X was Updater’s increase in trained and authorized providers, expanding the potential network supporting its technology-enabled moving service.[2]
- 10% was ConsumerAffairs’ year-over-year retention increase after introducing ChurnZero dashboards and automation.[1]
- 20% of RD Station customers executed upsells or cross-sells after scaled customer-success education initiatives.[2]
- 1,000 upsell and cross-sell opportunities were created by RD Station’s digital customer-success program.[2]
Financial planning in the customer success software industry
- 15% was Swoogo’s net customer-health improvement in the first six months, supporting earlier renewal-risk identification.[2]
- 25% was the increase in Swoogo accounts managed per account manager, improving capacity planning without a proportional staffing increase.[2]
- 7 percentage points was Swoogo’s first-year gross-revenue-retention improvement after strengthening customer-health and renewal planning.[2]
- 1,000 expansion opportunities were generated by RD Station’s digital customer-success program for revenue planning and pipeline development.[2]
- $1.2 million was the reported saving over 104 renewals after Gainsight streamlined software-renewal workflows.[35]
12 Statistics
Product & Service
Digital customer success participation is measured with adoption shares. In 2024, customer-success platforms were used by 61% of organizations for digital adoption and engagement.
Product development in the customer success software industry
- 23.8% is the projected 2024–2030 CAGR for the Asia-Pacific customer-success-platform market.[18]
- 52% of customer-success teams incorporated AI into their workflows in 2024.[2]
- 91% of surveyed companies said AI would have a moderate to significant impact on their overall customer-success strategy.[2]
- 15% was the annual growth rate reported for digital customer success in 2024.[2]
- $5.9 billion is the projected global customer-success-platform market size in 2030.[18]
Product lifecycle in the customer success software industry
- 24% of organizations reported operations-team involvement in digital customer-success initiatives in 2024.[45]
- 73% of organizations used online communities or customer self-service portals in 2024, up from 42% in 2023.[2]
- 62% of customer-success teams at companies with $5 million–$49 million in revenue used customer-support software in 2024.[1]
- 48% of organizations reported marketing involvement in digital customer-success initiatives in 2024.[45]
- 94% of organizations reported that customer-success teams led digital initiatives in 2024.[45]
After-sales in the customer success software industry
- 95% of customer-success teams at companies with at least $500 million in revenue used CRM software in 2024.[1]
- 44% of post-sales headcount at 130 public software companies was in proactive customer-success roles in 2024.[46]
- 18% of post-sales headcount at 130 public software companies was in professional-services roles in 2024.[46]
- 60% of U.S. enterprise software companies had a customer-success team in 2024, up from about 40% four years earlier.[46]
- 65% of surveyed software customers said their post-sales needs were only moderately addressed or worse in 2024.[46]
Value proposition in the customer success software industry
- 57.9% was the large-enterprise segment’s share of global customer-success-platform revenue in 2023.[18]
- $1.5 billion was the global customer-success-platform market size in 2023.[18]
- 36.0% was North America’s share of global customer-success-platform revenue in 2023.[18]
- 69% of customer-success teams at companies with at least $500 million in revenue had adopted customer-success platforms in 2024.[1]
- 66.7% was the platform component’s share of global customer-success-platform revenue in 2023.[18]
13 Statistics
Sustainability & Ethics
Sustainability in the customer success software industry
- 606.19 metric tons was ChurnZero’s assessed carbon footprint in 2022, approximately two-thirds below the average for comparable companies in the United States.[47]
- 2 sustainability certifications had been earned by ChurnZero by 2023 through GreenPlaces’ carbon assessment and certification program.[47]
- 29 cars’ worth of annual carbon emissions was the footprint reported for ChurnZero in its earlier GreenPlaces assessment.[1]
Ethics in the customer success software industry
Carbon footprint in the customer success software industry
- 131 cars’ annual emissions were equivalent to ChurnZero’s assessed 2022 carbon footprint.[47]
- 29 cars’ annual emissions were equivalent to ChurnZero’s earlier reported carbon footprint assessment.[1]
- Two-thirds lower than the average was ChurnZero’s assessed 2022 carbon footprint for comparable companies, according to GreenPlaces.[47]
- 606.19 metric tons was ChurnZero’s independently assessed carbon footprint for 2022.[47]
14 Statistics
Risk, Compliance & Legal
Compliance expectations are quantified through frameworks and survey risk themes. In 2025, 57% of U.S. organizations identify cybersecurity as their biggest risk challenge.
Compliance in the customer success software industry
- 5 Trust Services Criteria comprise Totango’s SOC 2 framework: security, availability, processing integrity, confidentiality and privacy.[48]
- 4 compliance and security designations are listed by Gainsight: SOC 2, HIPAA, ISO 27001 and the Data Privacy Framework program.[2]
- 2 privacy regulations are identified as applicable to Gainsight’s Staircase AI: GDPR and the California Consumer Privacy Act.[49]
- 2 independent assurance frameworks are maintained by Planhat: SOC 2 Type II examination and ISO/IEC 27001 certification.[50]
- 3 security and compliance achievements are cited by ChurnZero: SOC 2 Type II, ISO 27001 and an independent HIPAA attestation.[1]
Risk Management in the software and IT services sector (sector benchmark)
- Across U.S. organizations, 52% have not integrated risk and resilience capabilities, accountabilities or organizational structures, according to a 2025 survey.[13]
- Across U.S. organizations, 57% identify cybersecurity as their biggest risk challenge over the next five years, according to a 2025 survey.[13]
- Across U.S. organizations, 41% identify technology risk as a leading five-year risk challenge, according to a 2025 survey.[13]
- Across U.S. organizations, 43% identify data privacy risk as a leading five-year risk challenge, according to a 2025 survey.[13]
Cybersecurity in the software and IT services sector (sector benchmark)
- Across North American IT channel companies, 49% cite cybersecurity services demand as a top driver of industry health in 2025.[51]
- Among organizations providing software, digital or connected managed services, 83% report formal incident-response policies with customer-breach notification plans and timelines.[52]
- Across North American IT channel companies, 47% cite continued cloud adoption as a top driver of industry health in 2025.[51]
- Across North American IT channel companies, 49% cite adoption of artificial-intelligence tools as a top industry-health driver in 2025.[51]
- Across North American IT channel companies, 39% cite recurring managed-services revenue opportunities as a top industry-health driver in 2025.[51]
Data Privacy in the software and IT services sector (sector benchmark)
- Among data-protection professionals globally, 46% use specialist software to manage records of processing activities in 2025.[53]
- Among data-protection professionals globally, 25% use specialist software to conduct vendor risk assessments in 2025.[53]
- Among data-protection professionals globally, 43% use specialist software to conduct privacy or data-protection impact assessments in 2025.[53]
- Among data-protection professionals globally, 31% use specialist software to provide privacy training in 2025.[53]
- Among data-protection professionals globally, 59% use specialist software for at least one data-protection task in 2025.[53]
Crisis Management in the software and IT services sector (sector benchmark)
- Among IT executives in the United States, United Kingdom, Australia and Japan, 47% say insufficient incident-management planning would worsen major IT outages.[54]
- Across executives in the United States, United Kingdom, Australia and Japan, 88% expect a major IT incident comparable to the July 2024 outage during 2025.[54]
- Across business and IT executives in the United States, United Kingdom, Australia and Japan, 83% said the July 2024 global IT outage caught them off guard.[54]
- Among business executives in the United States, United Kingdom, Australia and Japan, 41% say insufficient incident-management planning would worsen major IT outages.[54]
- Across business and IT executives in the United States, United Kingdom, Australia and Japan, 43% say neglecting business-continuity planning would worsen major IT outages.[54]
Governance in the customer success software industry
15 Statistics
Globalization & Expansion
Regional growth differs, with Asia-Pacific forecast to be fastest-growing at 17.4% CAGR through 2034. North America holds 41.0% of 2025 global customer success platform revenue.
Globalization in the customer success software industry
- 21.75% was the projected Asia-Pacific CAGR for the customer-success-management market over the forecast period beginning in 2025.[9]
- 45.7% was North America’s share of the global customer-success-software market in 2025.[55]
- 44.35% was North America’s share of the global customer-success-management market in 2025.[9]
- 21.5% was the projected Asia-Pacific CAGR for customer-success-management platforms from 2025 to 2031.[16]
- $760 million was the estimated global customer-success-management-platform market size in 2025.[16]
Cultural adaptation in the customer success software industry
- 47% of HubSpot’s total revenue came from customers outside the United States in 2024.[19]
- 135-plus countries were represented in HubSpot’s customer base at the end of 2024.[19]
- 5 geographic regions were analyzed in the customer-success-management-platform forecast: North America, Europe, Asia-Pacific, Latin America, and the Middle East and Africa.[16]
- 5 geographic regions were identified in the customer-success-platform market outlook: North America, Europe, Asia-Pacific, Latin America, and the Middle East and Africa.[55]
Supplier management in the customer success software industry
- Hundreds of external applications were integrated with HubSpot’s customer platform in 2024, according to the company’s annual report.[19]
- 15 pre-wired customer-success workflows were cited by Gainsight for its Agent Studio launch in 2026.[2]
- 15 years of Customer Success expertise were embedded in Gainsight’s agentic AI stack launched in 2026.[2]
- More than 1,700 third-party integrations and applications were available in HubSpot’s customer-platform ecosystem in 2024.[19]
Stakeholder management in the customer success software industry
- 52% of customer-success teams at companies with $5 million to $49 million in revenue had adopted customer-success platforms in 2024.[1]
- 63% of customer-success teams at companies with $250 million to $499 million in revenue had adopted customer-success platforms in 2024.[1]
- 50% of customer-success teams at companies with $50 million to $249 million in revenue had adopted customer-success platforms in 2024.[1]
- 34% of customer-success teams at companies with less than $5 million in revenue had adopted customer-success platforms in 2024.[1]
- 69% of customer-success teams at companies with at least $500 million in revenue used customer-experience or survey software in 2024.[1]
Distribution channels in the customer success software industry
- More than 1,700 applications and integrations were available through HubSpot’s platform ecosystem in 2024.[19]
- 247,939 customers were served through HubSpot’s subscription-based customer platform in 2024.[19]
- 135-plus countries were reached by HubSpot’s customer platform as of December 31, 2024.[19]
- 29% of HubSpot’s customers were represented by Solutions Partners as of December 31, 2024.[19]
- 48% of HubSpot’s revenue came from Solutions Partners and customers referred by them in 2024.[19]
Key questions about the Customer Success Software Industry
What is the global market size for customer success platforms in 2025?
How fast is the market expected to grow through 2034?
Which companies lead the customer success software industry?
What technology shifts are most visible in customer success software?
How is the market structured between software and services?
Why does data integration show up during platform evaluations?
Cite This Report
This report is designed to be cited. We maintain stable URLs and versioned verification dates. Copy the format appropriate for your publication below.
Marcus Afolabi. (2026, February 13). Customer Success Software Industry Statistics. Gitnux. https://gitnux.org/customer-success-software-industry-statistics
Marcus Afolabi. "Customer Success Software Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-success-software-industry-statistics.
Marcus Afolabi. 2026. "Customer Success Software Industry Statistics." Gitnux. https://gitnux.org/customer-success-software-industry-statistics.
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