Customer success management (CSM) is essential for enterprises looking to improve customer retention, optimise onboarding, and drive revenue expansion. There are many CSM platforms available on the market that all target these specific company goals. But how do you know which one your business should invest in?
Here, we’ll go through the top 10 enterprise-wide customer success management softwares that help large organisations effectively manage customer relationships.
What is Customer Success Management?
Customer success management software are tools and platforms used to manage the customer journey following a purchase.
You might think that your customer journey ends once they’ve made a purchase, but this couldn’t be further from the truth. It’s a well known fact that customer acquisition is more expensive than customer retention — some reports say that acquisition can be up to 25 times more expensive — so continuing to interact with customers following a sale is crucial to retention.
This is where CSM platforms come in. They allow you to delve into the data so you can plan your marketing materials to existing customers, ensuring that you’re targeting the right products and services to the right customer base.
What is a customer service manager?
A customer service manager is who communicates with your customers, ensuring they remain engaged and active users of your products and services. This could entail promoting new product launches, being on hand for any customer service queries, as well as offering hints and tips on how to get the most out of each service.
Customer service managers are focused on building customer loyalty, often working closely with specific clients in order to build a lasting, meaningful relationship.
Customer Success Platforms
There are many customer success management softwares available on the market. Here are our top 10 and why they’re so helpful to customer success managers.
Gainsight
Gainsight is an industry leader in customer success management software. Founded in 2009, Gainsight pioneered the CSM category and remains the most widely-adopted enterprise platform.
Headquartered in San Francisco and backed by Vista Equity, it serves 1,600+ businesses — including SAP Concur, GE Digital, and Workday.
Customers can appreciate health scoring, automated playbooks, and lifecycle management tools. It also integrates with other Customer Relationship Management (CRM) tools, such as Salesforce and Microsoft Dynamics.
Gainsight is known for robust analytic data, AI-powered risk forecasting, and an engaged community through its Pulse conference. It also offers end-to-end customer service solutions, from product use analytics to renewal forecasting. These extensive capabilities make Gainsight a popular choice for large enterprises and SaaS companies with high-touch customer success models.
Totango
Founded in 2010, Totango is a fast-growing CSM platform with a modular, scalable approach. In 2024, it merged with Catalyst to enhance its enterprise features. Totango’s SuccessBLOCs provide pre-built, customizable playbooks for onboarding, renewals, and expansion.
It integrates with CRMs, support tools, and analytics platforms to centralize customer data. Its AI-powered automation streamlines CS workflows, making it scalable and easy to implement in comparison to some competitors.
Totango works well for companies looking for quick deployment, flexibility, and cost-effectiveness.
ChurnZero
ChurnZero is a rapidly-growing CSM platform that first launched in 2015. It focuses on subscription-based businesses and mid-to-enterprise SaaS companies.
Customers can appreciate customer health scoring, behaviour-based automation, as well as in-app engagement, such as onboarding tours and surveys. It also features an AI-powered ChurnScore which predicts the likelihood of customer renewal.
All these features set ChurnZero apart as an ideal CSM platform for subscription-based businesses needing proactive customer success automation.
Planhat
Planhat is a flexible CSM platform specific for SaaS, fintech, and B2B companies. Founded in Sweden in 2015, it has a strong presence in Europe and is expanding on a global scale.
It boasts a 360° customer data platform, customizable health scoring, and automated workflows, making Planhat a powerful but lightweight customer success management option. It integrates with CRMs, support tools, and analytics platforms.
Its ease of use, scalability, and flexibility allows it to support complex account structures and revenue management. This makes it best for companies which need an agile, user-friendly CSM platform with data-driven insights and workflow automation.
ClientSuccess
ClientSuccess is a user-friendly CSM platform that’s best suited for mid-market SaaS and technology businesses. Founded in 2014, it offers 360° dashboards, success scorecards, renewal tracking, and automated playbooks.
It also provides structured customer lifecycle tracking, as well as a lightweight, intuitive alternative to other, more complex CSM platforms.
The focus on customer success outcomes and KPIs make it ideal for mid-market B2B SaaS companies looking for fast implementation and straightforward customer success management.
Vitally
Vitally is a CSM platform designed specifically for data-driven SaaS companies and product-led growth (PLG) businesses. Founded in 2017, it provides real-time customer data tracking, automation, and productivity tools.
Vitally also features customer success workspaces and automated workflows in order to streamline customer interactions. By blending customer success with project management, Vitally is excellent for customer success teams managing a large number of digital-first customers.
This makes it best for mid-sized and high-growth SaaS companies needing scalable automation and deep data analytics.
Custify
Founded in 2018, Custify is a cost-effective yet powerful CSM tool for mid-sized SaaS and subscription-based businesses.
Custify offers customers health scores, task automation, success playbooks, and email engagement. It also integrates well with other CRM, billing, and support systems, with fast implementation and automated workflows making it ideal for smaller customer success teams.
The affordable price point makes Custify perfect for mid-sized SaaS companies wanting enterprise-grade features without the complexity or high costs associated with powerful CSM platforms.
Velaris
A UK-based CSM platform, Velaris is an emerging leader in predictive customer success analytics. The AI-powered workflows, predictive analytics, and success plan tracking also feature a drag-and-drop automation engine for an easy user experience.
The AI-first approach makes it stand out for companies that prioritize automation and real-time insights. This makes Velaris ideal for high-growth, tech-driven companies looking for an AI-enhanced CS solution.
Medallia (Strikedeck)
Medallia, a leader in customer experience analytics, acquired customer success management platform, Strikedeck, in 2019 to offer an integrated CSM solution.
The customer sentiment analysis, predictive analytics, automated playbooks, and survey tools integrate with Medallia’s customer experience products for the ideal platform for customers.
Medallia combines voice-of-customer (VoC) data with CS insights, making it a great fit for enterprises seeking a CX + CS approach. The platform is best for large enterprises that seek deep sentiment analysis alongside CS tools.
Freshworks (Freshsuccess)
Freshsuccess is Freshworks’ customer success solution, built on its acquisition of Natero in 2019. The main audience is companies already using Freshworks CRM and its support tools.
It offers 360° customer insights, automated engagement, and CRM support integration. Freshsuccess is also affordable and tightly integrated with Freshworks’ ecosystem, making it ideal for businesses already using Freshworks products.
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