Top 20 Customer Success Tools in 2025

We analyzed ~30 customer success tools and ~20 CRM or analytics platforms that deliver customer success capabilities to identify the market leaders based on metrics such as the number of reviews, features, and Fortune 500 references. Click the links below to explore their profiles or websites:

Customer success tools landscape below outlines the relevant categories for each tool. Businesses can select tools from these categories based on customer journey goals, team structure, and retention strategies.

Figure 1: Customer success tools market landscape

Onboarding and adoption tools are designed to address specific stages of the customer journey rather than managing the entire customer lifecycle. These tools are especially valuable for startups, growing SaaS companies, or teams taking a best-of-breed approach. They focus on helping users quickly understand the product, experience value early, and build strong usage habits. These tools support customer success by:

• Guiding users through key features with in-app walkthroughs
• Reducing time-to-value through structured onboarding flows
• Increasing product adoption and engagement rates

Some of these tools include:

Appcues

Appcues is a user onboarding and product adoption tool that enables organizations to deliver personalized in-app experiences without requiring code. It helps teams guide new users through product features, improve engagement, and support feature adoption across digital platforms.

• User onboarding and engagement through interactive product tours, tooltips, and checklists that introduce key workflows and functionality.
• Behavior-based messaging to trigger contextual guidance based on user actions.
• Adoption insights and analytics that allow teams to track user progress and identify drop-off points.

Usetiful

Usetiful is a digital adoption and onboarding tool designed to help organizations improve user engagement through guided in-app experiences. It supports product-led growth by simplifying how users learn and interact with software applications, especially during the initial stages of use.

• Interactive onboarding flows such as tours, tooltips, and checklists to guide users through essential product features and setup processes.
• User engagement and retention by providing contextual assistance and nudges that encourage users to complete key actions.

Pendo

Pendo is a product experience and user onboarding platform that helps organizations understand how users interact with their software and deliver in-app guidance to improve adoption. It combines product analytics with engagement tools to support data-informed onboarding and feature rollout strategies.

• In-app messaging and onboarding through tooltips, walkthroughs, and announcements to guide users during key moments in the product.

Userpilot

Userpilot is a product adoption and onboarding platform enabling teams to create in-app experiences tailored to user behavior. It helps SaaS businesses improve feature discovery, user activation, and product engagement without relying on extensive development resources.

• Contextual onboarding experiences using modals, tooltips, and slideouts triggered by user actions and lifecycle stages.
• Feature adoption tracking to understand which product areas are used most and where users may drop off.

WalkMe

WalkMe is a digital adoption platform designed to simplify the use of complex software systems by guiding users through workflows and automating tasks. It is commonly used in enterprise environments to support onboarding, training, and change management across internal and customer-facing applications.

• In-app guidance through step-by-step walkthroughs, tooltips, and navigation cues that help users complete tasks efficiently.
• Process automation to reduce manual effort and streamline repetitive or error-prone activities within enterprise software.

Whatfix

Whatfix is a digital adoption platform that helps organizations create in-app guidance and self-service support to improve user onboarding, training, and engagement.

• Build interactive walkthroughs, tooltips, and task lists without coding
• Provide contextual help and support within the application
• Track user behavior and adoption metrics to identify areas for improvement

Customer health monitoring & churn prevention tools track customer engagement and satisfaction by analyzing product usage, support interactions, sentiment, and other data points. They generate customer health scores and identify patterns that might indicate churn risk.

Once users are onboarded, monitoring their health and engagement is essential. These tools provide customer health scoring, churn prediction, and automated alerts to help CS teams prevent dissatisfaction and reduce churn.

ClientSuccess

ClientSuccess is a customer success management platform that helps businesses build, manage, and strengthen client relationships throughout the customer lifecycle.

• Customer health monitoring combines usage data, sentiment, and engagement history to view account status.
• Renewal and expansion tracking through timeline views and alerts that support proactive retention efforts.
• Relationship management workflows that help customer success teams stay organized and aligned with client expectations across onboarding, adoption, and growth stages.

Churnly

Churnly is a churn prediction platform that uses machine learning to identify customers at risk of leaving. It analyzes behavioral, transactional, and engagement data to deliver real-time churn scores.

• Predict customer churn based on data patterns
• Prioritize retention efforts with automated alerts

Churnzero

ChurnZero is a customer success platform designed to help subscription businesses reduce churn and improve customer engagement. It integrates with CRM and product data to provide real-time customer health insights.

• Monitor customer health scores and engagement in real time
• Automate playbooks and workflows for at-risk accounts
• Personalize onboarding, retention, and renewal strategies through in-app messaging and segmentation

Gainsight

Gainsight is a comprehensive customer success platform designed to help businesses manage customer relationships at scale. It provides tools for health scoring, lifecycle management, and proactive engagement based on customer behavior and feedback.

• Monitor customer health through configurable scoring models
• Automate playbooks for onboarding, renewals, and risk mitigation
• Integrate data from CRM, product usage, and support systems for a unified customer view

Totango

Totango is a modular customer success platform that enables businesses to manage the entire customer journey through pre-built templates called SuccessBLOCs. It supports both high-touch and digital-led success strategies.

• Monitor customer health and engagement across lifecycle stages
• Automate workflows for onboarding, retention, and renewals
• Customize SuccessBLOCs to align with specific CS goals and metrics

These tools help manage long-term customer relationships by organizing customer goals, key milestones, and renewal opportunities. They provide frameworks for mapping the customer journey and tracking progress toward mutual success.

Catalyst

Catalyst is a customer success platform that centralizes customer data and streamlines workflows to manage the customer lifecycle. It helps CS teams drive engagement, retention, and expansion through unified account views and automated processes.

• Track customer health, milestones, and engagement activities
• Automate playbooks for onboarding, renewals, and risk management
• Integrate with CRMs and product tools for a complete customer view

EverAfter

EverAfter is a customer success platform that enables teams to create personalized, collaborative customer hubs. These hubs centralize onboarding resources, success plans, and performance tracking in one shared space.

• Build customized customer portals for onboarding and lifecycle management
• Collaborate with stakeholders to align on goals and track progress

Vitally

Vitally is a customer success platform that combines product usage data, customer communication, and lifecycle workflows into a unified workspace.

• Create custom health scores, playbooks, and success plans
• Visualize customer lifecycles and engagement across segments
• Integrate with CRMs, data warehouses, and communication tools for a centralized view

Collaboration is critical in delivering a seamless customer experience. These tools help integrate CS activities with CRM systems, email platforms, and other departments to ensure everyone has access to customer insights.

Front

Front is a shared inbox and communication platform that helps customer-facing teams manage emails, chats, and workflows collaboratively. It combines the structure of a help desk with the familiarity of email.

• Collaborate on customer conversations with internal comments and assignments
• Centralize communication across email, chat, and social channels
• Integrate with CRMs and customer success tools for full context on each interaction

HubSpot Service Hub

HubSpot Service Hub is a customer service and support platform built on HubSpot’s CRM. It helps teams manage customer interactions, support tickets, and feedback in one unified system.

• Track and resolve customer issues through ticketing and automation
• Access a shared inbox and knowledge base integrated with CRM data

Salesforce

Salesforce is a leading CRM platform that offers a wide range of tools for sales, service, and customer success. It provides a centralized system for managing customer data, interactions, and workflows across the entire lifecycle.

• Access a 360° view of customer accounts, activities, and history
• Automate workflows for onboarding, renewals, and support
• Integrate with customer success platforms for enhanced lifecycle and health tracking

Feedback tools help measure customer satisfaction (NPS, CSAT, CES), analyze sentiment, and nurture promoters into active advocates through reference programs, case studies, and testimonials.

Influitive

Influitive is a customer advocacy platform that helps businesses identify, engage, and mobilize their most loyal customers. It enables organizations to build advocate communities and encourage participation in activities like reviews, referrals, and case studies.

With Influitive, users can:

• Manage customer advocacy programs through a gamified portal
• Collect testimonials, product reviews, and social shares
• Track engagement and reward top advocates

Qualtrics CustomerXM

Qualtrics CustomerXM is an experience management platform that helps organizations capture and analyze customer feedback across multiple touchpoints. It combines survey tools with advanced analytics to understand customer sentiment and drive experience improvements.

• Design and distribute surveys for NPS, CSAT, and CES
• Analyze customer sentiment using AI and text analytics
• Monitor experience trends and trigger actions based on feedback insights

SurveyMonkey

SurveyMonkey is an online survey platform enabling organizations to collect customer, employee, and stakeholder feedback. It offers customizable survey templates and analytics for measuring satisfaction and gathering insights.

• Create and distribute surveys for NPS, CSAT, and custom feedback
• Analyze responses with built-in reporting tools
• Integrate feedback into workflows via CRM and productivity tool integrations

What is customer success & why is it important?

Customer Success is a proactive business strategy focused on helping customers achieve their desired outcomes while using a product or service. Unlike customer support, which typically responds to issues reactively, customer success works strategically and continuously to ensure customers are engaged, satisfied, and growing with the company.

It typically involves a dedicated team or function that monitors customer health, provides onboarding support, tracks lifecycle milestones, and identifies opportunities for retention and expansion.

Customer Success helps companies retain and grow their customer base by improving:

• Customer onboarding and activation ensure new users understand and experience a product’s value quickly, reducing time to value and increasing early adoption rates.
• Engagement and product adoption: Encourages consistent usage and deeper feature adoption, helping customers get more out of the product over time.
• Retention and churn reduction: Identifies signs of disengagement or dissatisfaction early and enables proactive measures to reduce customer churn and extend customer lifecycles.
• Customer health monitoring: Tracks customer behavior, usage patterns, and sentiment to provide a comprehensive view of customer well-being and account status.
• Feedback and satisfaction: Collects and analyzes feedback through tools like NPS and CSAT to measure satisfaction, identify improvement areas, and guide product development.
• Expansion and revenue growth: Understands customer goals and delivers value that aligns with those goals to help uncover upsell and cross-sell opportunities.
• Internal alignment: Facilitates cross-team collaboration by integrating customer data across sales, support, and product teams, ensuring everyone has a shared understanding of the customer.
• Customer trust and loyalty: Builds strong relationships through personalized, proactive engagement, leading to higher trust, increased loyalty, and advocacy.
• Strategic advantage: A well-executed customer success strategy can be a key differentiator—driving growth through retention, referrals, and long-term partnerships.

Further reading