Top 10 Customer Success Software Tools

Customer Success software helps SaaS teams centralise customer data, automate repetitive tasks, monitor health signals, and proactively manage accounts to reduce churn and drive growth. This article highlights and compares the best CS tools across key capabilities. This guide is perfect for Customer Success leaders, managers, and operations teams who are shortlisting and evaluating platforms to improve visibility and scale their CS function. 

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Demand for customer success platforms is accelerating worldwide, with the market expected to grow nearly four times its current size by 2030 according to Grand Views Research. This is because Customer Success software has proven to be instrumental in transforming CS operations, especially if you’re facing problems like:

• Lack of visibility due to scattered data and disparate systems
• Highly manual workflows dependent on low-value tasks and admin work
• Inability to understand the health of customers, leading to surprise churn and missed expansion opportunities
• Difficulty reporting on CS activity and impact
• Inconsistent or non-existent processes that don’t scale

How we evaluated Customer Success software tools

To evaluate the Customer Success software tools in this list, we assessed how well each platform supports the core capabilities required to build a proactive, scalable Customer Success function. If you're a Customer Success professional, you should also be considering tools that excel in these areas.  

The tools were evaluated based on the following criteria:

Customer health scoring

We assessed how effectively each tool combines product usage, engagement, and sentiment data into a single, actionable health score. Strong health scoring helps CSMs prioritise accounts, spot risk early, and focus attention where it matters most.

Playbooks

We looked at whether platforms support structured, repeatable playbooks for common scenarios such as onboarding, low adoption, or renewals. Tools scored higher if playbooks helped standardise execution while still allowing flexibility based on account context.

Automated workflows

Automation was evaluated based on how easily teams can trigger actions like task creation, alerts, or CRM updates without manual effort. Strong workflow automation reduces operational overhead and ensures critical actions are not missed.

Customer 360 view

We considered how well each tool brings customer data, interactions, and history into a single view. Platforms that reduce the need to switch between systems and provide full account context scored more highly.

Churn prediction and alerts

Tools were assessed on their ability to identify at-risk accounts using historical and behavioural signals. Real-time or proactive alerts that enable early intervention were weighted heavily in our evaluation.

Team workspaces

We evaluated whether platforms provide shared spaces for Customer Success teams to collaborate, document account strategies, and track progress. Strong collaboration features help reduce silos and improve accountability across teams.

Task and project management

We examined how effectively each tool supports structured execution through tasks, ownership, deadlines, and dependencies. This is especially important for managing complex initiatives like onboarding, renewals, and expansion plans.

Integrations

Finally, we assessed how well each platform integrates with existing systems such as CRMs, product analytics, and support tools. Strong integrations ensure Customer Success teams can operate from a single source of truth without duplicating work.

Comparison of Customer Success tools

To make the evaluation process easier, here’s a side-by-side look at some of the leading Customer Success tools. The table highlights what each platform offers and the type of team it’s best suited for, so you can quickly identify which solutions align with your company’s size, goals, and resources.

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Velaris

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Velaris is an AI Customer Success software tool designed to consolidate customer data, automate busywork and gather customer intelligence on autopilot. Mid-market and enterprise teams use Velaris to scale their CS operations with better visibility, deeper analytics and agentic AI workflows. According to G2 reviews, Velaris also offers a strong set of integrations across 70+ tools, hands-on implementation and a premium onboarding experience.

Key features:

• Data consolidation and customer visibility: Velaris consolidates all your scattered data so that you can manage your Customer Success operations in one place. It accommodates complex data hierarchies and connects with any tool in your tech stack across 70+ integrations. AI Account Intelligence generates quick account summaries on historical activity.
• Customer health monitoring: It combines all your health data points into a customizable health score formula that helps you predict churn and drive more expansions.‍ Velaris synthesizes data from AI-generated sentiment scores, product usage metrics, NPS scores, support ticket volumes and more to offer a full picture of health.
• Digital CS and customer journey orchestration tools: Its visual drag-and-drop automation builder makes it easy to orchestrate customer journeys and implement digital CS workflows. Send automated emails for tech-touch engagement, trigger playbooks to streamline onboarding journeys and upsell sequences, and automated tedious data entry tasks.‍ Use a cross-tool integrator to automate across your other systems and incorporate LLMs into your workflows.
• Flexible reports on anything you need: Velaris Dashboards can be used to report on any type of data you need - both quantitative and qualitative. Whether it’s renewal forecasts, product usage trends, number of expansions created over time, or underserved customer segments, you can build it all.‍ 
• AI-powered analytics: Velaris’ AI monitors customer sentiment, analyzes communications, identifies trending topics, and generates action items to help your team stay proactive.

Best for:

Mid-market and enterprise SaaS teams that want deep visibility, automation, and AI-powered insights without tedious setup or maintenance.

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Gainsight

Gainsight is a leading Customer Success platform that focuses on customer health scoring, automated outreach, and journey mapping to help businesses proactively manage customer relationships and improve engagement.

Key features:

• Customer health scoring: Gainsight provides advanced algorithms to assess customer health, helping CSMs identify at-risk accounts before they become problems, leading to higher customer retention rates.
• Automated customer outreach: This feature allows CSMs to automate communication workflows, ensuring timely, relevant, and consistent engagement with customers. 
• Customer journey mapping: Gainsight helps visualize the customer journey, making it easier to understand customer interactions and optimize their experience at each touchpoint.

Best for:

Large, complex organizations that need an extensive and highly configurable feature set and have the resources to support dedicated platform administration.

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Totango

Totango is a Customer Success software that offers real-time customer data, segmentation, and automated workflows, allowing businesses to personalize interactions and streamline Customer Success processes.

Key features:

• Customer segmentation: Totango enables CSMs to segment customers based on various criteria, allowing CSMs to tailor their approach to different customer groups, improving engagement and satisfaction.
• SuccessPlay automation: This feature automates the execution of best practices and predefined workflows, ensuring consistent delivery of Customer Success strategies and reducing the risk of human error.
• Real-time customer data: Totango provides up-to-date insights into customer behavior and engagement, enabling CSMs to make informed decisions quickly.

Best for:

Mid-market and enterprise teams looking to standardize Customer Success processes through segmentation and automated playbooks.

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ChurnZero

ChurnZero is a Customer Success platform that provides tools for monitoring customer health, automating playbooks, and facilitating in-app messaging to reduce churn and enhance customer communication.

Key features:

• Customer health dashboard: ChurnZero offers a comprehensive dashboard that provides real-time insights into customer health and engagement. This helps users predict issues, reducing the likelihood of churn.
• Automated playbooks: These playbooks guide CSMs through predefined workflows and actions, ensuring consistency and effectiveness in customer management.
• In-app messaging: ChurnZero allows CSMs to communicate with customers directly within their application. This ensures that customers receive relevant information and support exactly when they need it, improving their overall experience.

Best for:

SaaS teams focused on reducing churn through customer journey orchestration, playbooks, and in-app communication.

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ClientSuccess

ClientSuccess is a Customer Success software that helps businesses monitor customer satisfaction, manage tasks, and streamline the renewal process through pulse scoring and efficient task management.

Key features:

• Customer pulse scoring: This feature helps CSMs monitor customer satisfaction levels by collecting and analyzing feedback. With real-time insights into customer happiness, pulse scoring allows CSMs to take proactive measures to maintain and improve satisfaction.
• Task management: ClientSuccess offers robust task management capabilities, enabling CSMs to organize their workload and stay on top of customer needs.
• Renewal management: The platform provides tools for managing renewals, ensuring that CSMs can track and optimize the renewal process effectively, reducing the risk of lost revenue.

Best for:

Small to mid-sized teams that want a straightforward way to track customer satisfaction, manage renewals, and organize CS tasks.

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Planhat

Planhat is a versatile Customer Success software that offers customizable dashboards, Customer Success planning, and health scoring to tailor success plans and visualize customer data effectively.

Key features:

• Customer Success planning: Planhat allows CSMs to create detailed success plans tailored to each customer’s needs and goals. These customized plans ensure each customer receives personalized attention and support, enhancing their experience and satisfaction.
• Customizable dashboards: The platform offers flexible dashboards that can be customized to display the most relevant metrics and provide a comprehensive view of customer health and engagement.
• Health scoring: Planhat provides tools for assessing and tracking customer health, helping CSMs prioritize their efforts.

Best for:

Mid-market teams that need flexible dashboards and structured success planning across Customer Success and adjacent functions.

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Custify

Custify is a customer success platform built specifically for SaaS companies, focusing on driving product adoption, reducing churn, and maximizing customer lifetime value through a highly automated, data-driven approach.

Key Features:

• Automated Onboarding and Task Management: Custify allows you to automate onboarding flows and assign tasks to CSMs based on customer behavior and lifecycle stage.
• Health Scoring and Alerts: It provides dynamic health scoring models and real-time alerts, enabling teams to act early when customer engagement or usage drops.
• Customer Segmentation: Segment customers based on lifecycle, product usage, or MRR, and trigger tailored workflows or messaging for each segment.

Best for:

SMB SaaS teams that need a lightweight, product-focused Customer Success tool to improve adoption and monitor customer health.

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Medallia

Medallia is a Customer Success software platform that leverages advanced analytics and real-time feedback to help businesses understand and improve customer experiences across all touchpoints.

Key features:

• Real-time feedback collection: Medallia captures customer feedback in real-time across various channels, helping businesses stay attuned to customer sentiments by providing immediate insights.
• Advanced analytics: The platform offers robust analytics tools to interpret feedback, uncover trends, and identify areas for improvement. This provides a deeper understanding of customer behavior and preferences, guiding strategic decision-making.
• Actionable insights: Medallia translates feedback into actionable insights, enabling businesses to make proactive, informed decisions that enhance customer satisfaction and loyalty.

Best for:

Product-led and experience-focused organizations that prioritize customer feedback, sentiment analysis, and advanced experience analytics.

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SmartKarrot

SmartKarrot is a Customer Success software that offers advanced analytics, engagement automation, and customer feedback tools to analyze customer data, automate engagement, and improve customer satisfaction.

Key features:

• Customer Success analytics: SmartKarrot provides advanced analytics to help CSMs gain deep insights into customer behavior, allowing them to make informed decisions.
• Engagement automation: The platform automates customer engagement processes, ensuring customers receive timely and relevant communication, enhancing their overall experience and satisfaction.
• Customer feedback: SmartKarrot collects and analyzes customer feedback, providing insights into customer satisfaction and areas for improvement.

Best for:

Teams that want analytics-driven Customer Success with automation and feedback tools at a lower cost and simpler setup.

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HubSpot Customer Success

HubSpot, widely known as a CRM and marketing automation platform, also offers features that support customer success teams, especially through its Service Hub. It’s designed to help teams manage customer relationships, streamline support, and drive long-term engagement and retention.

Key Features:

• Ticketing System: Centralizes customer issues in a shared inbox, making it easier for teams to track and resolve support requests.
  
  
• Customer Feedback Tools: Built-in survey tools (like NPS, CES, and CSAT) to collect and analyze customer feedback.
  
  
• CRM Integration: Native integration with HubSpot’s CRM connects customer success activities to broader sales and marketing efforts, providing a full view of each customer.

Best for:

SMB teams already using HubSpot that want basic Customer Success capabilities tightly integrated with their CRM and support workflows.

Now that we’ve been over the whole list, let’s look at some criteria to consider when selecting a Customer Success software tool for your SaaS business.

How to Pick Customer Success Software for SaaS Products

When selecting Customer Success software for a SaaS business, it's crucial to consider both general and specific needs to ensure the software aligns with your business objectives and operational requirements. Here’s what you should judge each tool by:

• Scalability: The software should be able to handle an increasing number of users, accounts, and data as your business grows, without performance issues or the need for frequent upgrades.
• Integration capabilities: The software should seamlessly integrate with your existing tools and platforms, such as Customer Relationship Management systems, marketing automation tools, and analytics platforms. Integration ensures that data flows smoothly between systems, providing a unified view of customer interactions and enhancing efficiency.
• User-friendliness: The software should have an intuitive interface that is easy for your Customer Success team to learn and use. A user-friendly system reduces the learning curve, increases adoption rates, and improves productivity by minimizing the time spent navigating the software.
• Customization options: The software should offer flexibility to tailor features and workflows to your specific business needs. Customization ensures the software can adapt to your unique processes and requirements, providing a better fit for your operations.
• Customer support: The vendor should provide high-quality support, including availability, responsiveness, and expertise. Reliable support is crucial for resolving issues quickly, ensuring minimal disruption to your operations, and maximizing the value of the software.
• Handling subscription models: The software should efficiently manage subscription plans, billing cycles, and renewals. SaaS businesses often operate on subscription models, so managing these effectively is vital for revenue stability and customer retention.
• Monitoring usage metrics: The software should provide detailed analytics on how customers are using your product. Understanding usage patterns helps identify which features are most valuable to customers, uncovering opportunities for upselling or highlighting areas needing improvement.
• Proactive customer engagement: The software should facilitate timely and relevant interactions with customers to prevent churn and enhance satisfaction. Proactively engaging customers, especially at critical points in their journey, helps address issues before they lead to dissatisfaction and churn, ensuring long-term customer loyalty.

By considering these criteria, you can select a Customer Success software that not only meets your current needs, but also supports your SaaS business's growth and strategic goals

Conclusion

Customer Success software is essential for SaaS businesses. These tools address common pain points for CSMs by streamlining processes, centralizing data, and providing real-time insights into customer health. 

As you consider which software to choose, assess your specific needs and how well each tool aligns with them.

Velaris, which is highly rated on G2, stands out as a comprehensive solution, offering robust features that cater to the unique challenges of CSMs. To experience its capabilities firsthand, book a demo today.