Customer success isn’t just a buzzword anymore—it’s a strategy that drives long-term business growth. The right tools can help you proactively support your customers, reduce churn, and build lasting relationships. That’s why having the 10 best customer success software in your toolkit is crucial.
In this post, we’ll explore top-rated customer success platforms, their key features, and how they can transform your customer success strategy.
Why Customer Success Software is a Game-Changer
Putting Customers First
Customer success software helps businesses keep track of customer health, satisfaction, and engagement. It’s no longer enough to wait for customers to reach out with issues. Proactively understanding their needs ensures they stick around longer.
From tracking onboarding to managing renewals, these tools provide data-driven insights that let you act before problems arise. They’re essential for creating a delightful customer experience.
The Benefits of Customer Success Tools
With customer success software, businesses can:
- Monitor customer health scores to predict potential churn.
- Automate routine tasks like check-ins and onboarding emails.
- Centralize customer communication and data for easy access.
The 10 Best Customer Success Software Tools
Let’s dive into the 10 best customer success software platforms that will help you stay ahead of customer needs and expectations.
1. Gainsight
Comprehensive and Data-Driven
Gainsight is one of the most popular customer success platforms, offering robust tools for customer health monitoring and team collaboration.
Key Features
- Advanced customer health scoring.
- Automated workflows and engagement tools.
Pros
- Deep analytics and insights.
- Scalable for large enterprises.
Cons
- High price point for small businesses.
2. HubSpot Service Hub
All-in-One Platform
HubSpot’s Service Hub integrates seamlessly with its CRM to provide a centralized space for customer success operations.
Key Features
- Ticketing system with a knowledge base.
- Automated feedback collection.
Pros
- Easy to use and integrates with HubSpot CRM.
- Affordable for small to mid-sized businesses.
Cons
- Limited scalability for very large teams.
3. Totango
Flexible and Scalable
Totango offers pre-built templates to get your customer success strategy running in no time.
Key Features
- Customer journey mapping.
- Real-time customer health dashboards.
Pros
- Intuitive setup with flexible options.
- Great for teams of all sizes.
Cons
- Limited reporting features.
4. ChurnZero
Purpose-Built for Customer Success
ChurnZero focuses on helping subscription-based businesses reduce churn and increase customer engagement.
Key Features
- Customer segmentation tools.
- In-app messaging and engagement options.
Pros
- Excellent for SaaS companies.
- Highly customizable.
Cons
- Interface can be overwhelming for new users.
5. Salesforce Customer Success Cloud
A Powerhouse for Enterprises
Salesforce’s Customer Success Cloud integrates with its CRM to provide a comprehensive customer management experience.
Key Features
- AI-powered insights with Einstein.
- Personalized customer engagement tools.
Pros
- Enterprise-level scalability.
- Extensive integration capabilities.
Cons
- Expensive and complex to set up.
6. Planhat
Lightweight and Effective
Planhat is a customer success platform designed for teams that want simplicity and power in one package.
Key Features
- Customizable customer health metrics.
- Collaboration tools for customer-facing teams.
Pros
- Intuitive interface.
- Affordable for small businesses.
Cons
- Fewer automation options.
7. Intercom
Customer Engagement Simplified
Intercom is known for its customer messaging tools, but it also offers features that support customer success initiatives.
Key Features
- Real-time messaging and chatbots.
- Onboarding and engagement tools.
Pros
- Easy to implement and use.
- Great for small to mid-sized businesses.
Cons
- Not as feature-rich for large-scale operations.
8. Custify
Designed for SaaS Businesses
Custify focuses on SaaS companies looking to enhance customer success through actionable insights.
Key Features
- Automated customer workflows.
- Easy-to-understand customer health scores.
Pros
- User-friendly and intuitive.
- Tailored for subscription-based businesses.
Cons
- Limited customization options.
9. Pendo
Product-Led Success
Pendo is a customer success tool that integrates directly into your product, offering a unique approach to engagement and retention.
Key Features
- User onboarding flows.
- Product usage analytics.
Pros
- Excellent for product-led growth strategies.
- In-depth insights into user behavior.
Cons
- Requires technical expertise for setup.
10. Zendesk Suite
A Classic Choice
Zendesk offers a full suite of customer support and success tools, making it a favorite for many businesses.
Key Features
- Ticketing system with AI-driven insights.
- Customer feedback and reporting tools.
Pros
- Scalable and versatile.
- Excellent support for multi-channel communication.
Cons
- Complex pricing structure.
Comparison Table: The 10 Best Customer Success Software
| Software | Key Features | Pros | Cons |
| Gainsight | Health scoring, workflows | Deep insights, enterprise-ready | Expensive |
| HubSpot Service Hub | Ticketing, feedback collection | Easy to use, affordable | Limited scalability |
| Totango | Journey mapping, real-time dashboards | Intuitive setup | Limited reporting |
| ChurnZero | Segmentation, in-app messaging | SaaS-focused, highly customizable | Overwhelming interface |
| Salesforce Cloud | AI insights, personalized engagement | Enterprise-grade, powerful | High cost |
| Planhat | Custom health metrics, collaboration | Simple, affordable | Fewer automation options |
| Intercom | Messaging, onboarding tools | Easy implementation | Lacks large-scale features |
| Custify | Workflows, health scores | SaaS-focused, intuitive | Limited customization |
| Pendo | Onboarding flows, usage analytics | Product-led success | Requires technical expertise |
| Zendesk Suite | Ticketing, AI insights | Scalable, multi-channel support | Pricing complexity |
How to Choose the Best Customer Success Software
Focus on Your Business Needs
Every business is different. A SaaS company might benefit from ChurnZero, while a larger enterprise could thrive with Salesforce. Knowing your goals—whether it’s reducing churn, improving engagement, or onboarding customers efficiently—is key.
Test Before You Commit
Most of these tools offer free trials or demos. Take advantage of these to ensure the software aligns with your processes and team dynamics.
Final Thoughts on the 10 Best Customer Success Software
Customer success software is no longer a luxury—it’s a necessity for any business looking to retain and grow its customer base. With the 10 best customer success software listed here, you’re equipped to find the perfect solution for your needs.
Remember, the right tool can enhance customer satisfaction, reduce churn, and ultimately, boost your revenue. Start exploring these options today to build stronger, lasting customer relationships.
Interesting Reads:
The 10 Best Custom CRM Software
