ChurnZero vs Custify

For Customer Success and post-sales professionals, managing accounts without a dedicated Customer Success Platform often means dealing with challenges like:

• Scattered data across multiple tools
  
  
• Relying on spreadsheets and manual tracking
  
  
• Missed renewal and expansion opportunities
  
  
• Limited visibility into customer health
  
  
• Difficulty showing impact to leadership
  
  

To solve these problems, many teams turn to platforms like ChurnZero and Custify. And now, newer options like Velaris bring AI, automation, and hands-on services into the picture.

In this article, we’ll compare ChurnZero and Custify, while also showing how Velaris stacks up as an alternative.

Comparing ChurnZero vs Custify vs Velaris

*Exact pricing varies by vendor and contract structure.

Platform overviews

ChurnZero

ChurnZero is a Customer Success platform designed to help teams manage the customer journey end-to-end. It includes features like customer health scoring, playbooks, in-app messaging, and journey mapping. While powerful, ChurnZero can take time to configure and may require ongoing admin effort to fully leverage its automation capabilities. It’s often chosen by mid-market companies looking to strengthen their digital Customer Success programs.

Custify

Custify is a simpler, more lightweight Customer Success tool aimed at small and mid-sized SaaS companies. It focuses on ease of use, offering intuitive dashboards, customer health scores, and automation without the complexity of larger platforms. Its straightforward design makes it easy for smaller teams to adopt quickly, though larger organizations may find it lacks some of the advanced features needed at scale.

Velaris

Velaris takes an AI-first approach, combining predictive insights, automation, and 70+ integrations into a single platform. It’s designed to give teams real-time visibility into customer health while reducing the manual workload through automation. Compared to ChurnZero and Custify, Velaris is built for mid-market and enterprise teams that want advanced capabilities without the burden of heavy admin, balancing usability with power.

Feature comparison

Data consolidation and visibility

• ChurnZero: Integrates with CRMs and product data sources to provide customer insights. Offers journey mapping, though configuration can be time-intensive.
  
  
• Custify: Provides straightforward dashboards with customer data pulled from SaaS tools. Best suited for smaller datasets, as it may lack depth for complex enterprise environments.
  
  
• Velaris: Centralizes data from 70+ integrations into a single view. Designed for real-time visibility with AI features such as account summaries and meeting analysis, making it easier for teams to see the full customer picture.
  
  

Customer health and analytics

• ChurnZero: Strong health scoring features and customizable analytics. Flexible but may require ongoing admin support to fine-tune.
  
  
• Custify: Offers simple health scores and clear analytics, making it easy for smaller teams to understand customer status.
  
  
• Velaris: Provides AI-driven health scores and predictive analytics out of the box. Helps teams surface risks and opportunities earlier with less manual effort.

Digital Customer Success and automation

• ChurnZero: Known for its digital CS capabilities, including playbooks, in-app messaging, and automated journeys. Effective, though setup and management can be complex.
  
  
• Custify: Includes basic automation for tasks and workflows, designed to simplify repetitive processes for small teams.
  
  
• Velaris: Uses AI to and automations to automate routine tasks, and personalize outreach at scale. Built to reduce manual admin work while scaling CS impact.

Project and task management

• ChurnZero: Offers task tracking and account planning tools.
  
  
• Custify: Provides simple task management that works well for small teams but is not as robust for larger projects.
  
  
• Velaris: Includes collaborative task and project management tools that support onboarding, renewals, and success planning in one place.

Other considerations

Ease of use

• ChurnZero: Offers many features but can feel clunky to navigate. Setup and management often require admin resources, which can slow down adoption.
  
  
• Custify: Very user-friendly and quick to adopt, especially for smaller teams that don’t want complexity.
  
  
• Velaris: Combines intuitive dashboards with AI and automation to minimize admin overhead while still offering advanced capabilities.
  
  

Scalability

• ChurnZero: Scales for mid-market companies but managing the platform can become cumbersome as processes expand.
  
  
• Custify: Best suited for small to mid-sized SaaS businesses. Larger enterprises may find it lacks the advanced functionality needed for complex operations.
  
  
• Velaris: Built to scale with mid-market and enterprise teams, balancing powerful features with usability so it doesn’t require a large ops team to maintain.
  
  

Integrations

• ChurnZero: Integrates with major CRMs and customer data systems, though syncing and configuration can require technical expertise.
  
  
• Custify: Offers integrations with popular SaaS tools, but the ecosystem is more limited compared to enterprise-grade platforms.
  
  
• Velaris: Connects with 70+ systems, including CRMs, support, billing, and product analytics, with real-time sync and low-code options.
  
  

Support

• ChurnZero: Provides robust support for enterprise customers, but smaller teams often report receiving less hands-on attention.
  
  
• Custify: Known for responsive and approachable support, aligned with its focus on smaller SaaS teams.
  
  
• Velaris: Delivers personalized onboarding and responsive support tailored to CS teams, with a strong emphasis on partnership. Dedicated CSM and Slack channel offered to all customers, regardless of company size.

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Choosing the right platform

Who should pick ChurnZero

ChurnZero works for mid-market companies that want detailed journey mapping and strong digital CS capabilities. However, it can feel clunky to use and requires dedicated effort to manage effectively. High-touch support is typically reserved for enterprise customers, so smaller teams may find themselves with less guidance.

Who should pick Custify

Custify is best suited for small to mid-sized SaaS businesses that value simplicity and quick setup. Its dashboards and automation features are easy to use, making it accessible for lean teams that don’t want to invest in heavy admin work. Larger organizations may outgrow its feature set.

Who should consider Velaris

Velaris is designed for mid-market and enterprise teams that want deep visibility, AI-driven insights, and automation without the clunkiness or heavy admin burden. With 70+ integrations and hands-on support, it helps Customer Success teams scale efficiently while staying easy to use.

Final note

The “best” platform depends on your team’s size, resources, and goals. Smaller SaaS companies may prefer Custify’s simplicity, mid-market teams may choose ChurnZero for its digital CS focus, and those seeking a modern, AI-first approach should consider Velaris.

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Conclusion

ChurnZero provides strong customer journey mapping and automation but can feel clunky to use, with high-touch support largely reserved for enterprise customers. Custify offers an easy-to-use platform that’s ideal for small and mid-sized SaaS teams but may not scale well for complex enterprise needs. Velaris stands out as an AI-driven alternative, combining predictive insights, automation, and 70+ integrations with hands-on support designed to help CS teams succeed.

The right choice comes down to your team’s size, resources, and goals. Consider whether you need simplicity, advanced digital CS, or a balance of power and usability.

If you’re looking for an AI-driven platform that balances power with ease of use, book a demo with Velaris.

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