Best Customer Success Management Tools for SaaS in 2020

Utilizing effective and useful management tools has become more and more vital when working with Customer Success. With the right tools, you can get help organizing and managing your customer relationships in a proactive and efficient way.

These management tools can be beneficial in everything from gathering and analyzing customer feedback, managing customer accounts, and setting up self-service customer education.

Therefore, we have gathered a list of the best Customer Success Tools in 2020. The tools can help you track, organize, and manage everything in regards to customer success best practices and workflows.

It is a very comprehensive list, so you can learn about various solutions and choose the once that will be the best fit for your budget, organization, and your customers.

HubSpot Service Hub

hubspot customer management tool

Hubspot is an all-in-one management tool, that can support you in tracking, coordinating, and developing more satisfying relationships with your customers.

Features:

  • A shared inbox for your team to manage customer emails, chats and more from just one point.
  • A ticket system to organize and prioritize client inquiries and problems.
  • A knowledge base including helpful articles and resources regarding your customers’ most frequently asked questions.
  • Live chat on your website to interact in real-time with your customers.

Pricing: Starts free; $1,200/month for 10 users

Intercom

Intercom Customer success tool

Intercom allows businesses to communicate with their existing customers or prospective customer.

The communication can be made through the Intercom app, by email, on your business website, or via social media. Choose between individual tools or bundles to enhance the customer experience at your company.

Features:

  • Use a shared inbox for your team to answer customer questions most efficiently.
  • Apply an answer bot on your site, to help customers with instant answers 24/7.
  • Offer a help center full of important articles for your customers, to answer any questions they might have.
  • Live chat with your customers directly on your website, within your product or on a mobile app.

Pricing Starts at $49/month for eligible startups; $136/month depending on # of users/customers.

Customer SuccesBox

customersuccessbox tool

Another customer success solution created for B2B SaaS businesses is Customer SuccessBox. This tool provides a mixture of different package options. You can then choose the right package depending on the number of customers, the size of the firm, and the number of products you sell.

Features:

  • Customer onboarding workflows to help new customers using your software.
  • Monitoring customer account to provide manager alerts at signs of customer churn risks.
  • Customer portfolio management to help manage multiple clients most efficiently.
  • Monthly or quarterly predictive account and revenue forecasting to help you plan your revenue and growth.

Pricing Starts at $199/month for eligible startups; $999/month depending on numbers of customers.

Amity

Amity customer success tool 

Amity gives you the opportunity to understand your customers in a holistic way. The platform is used to reduce churn, improve conversions, and drive upsells in your business.

Features:

  • Customer health scores and other insights tools.
  • Use “Smart Playbooks” to automate manual processes.
  • A single view for all of your data, including support, usage, email, and CRM.
  • Integrations with multiple third-party applications including Hubspot, Google Analytics, and Salesforce.

Pricing: Per Inquiry.

Natero

Natero a data-driven Customer Success Software that can help any B2B SaaS business managers to gain success with less effort.

Features:

  • Gather all of your customer information in once place to find and manage your customer health score, billing information, support tickets, and more.
  • Manage all your customers’ activity from onboarding to product use.
  • Review customer success metrics and analyze customer trends, renewals, lifetime value, etc.
  • Third-party integrations with your CRM, support tickets, billing, or other customer interactions.

Pricing: Per Inquiry.

ChurnZero

churnzero customer success tool

ChurnZero is a software that can help subscription companies prevent and reduce potential customer churn but also increase customer profit.

Features:

  • Real-time alerts if any signs of potential customer churn.
  • Customer health scores and analytics to manage your customer relationships.
  • Customer segmentation to cluster your customers into relevant groups for more effective communication.
  • Learn and understand your customer journeys to increase upsell and cross-sale.

Pricing: Per Inquiry.

ClientSuccess

clientsuccess customer tool

With ClientSuccess, you get support with retaining and growing your existing customer base.

Features:

  • Alerts and actions: alerts when urgent attention is required.
  • ClientSuccess Success Score with a personal view of customer health.
  • List of key users and contacts.
  • Email Automation: Automate email communication for more effective communication.

Pricing: Per Inquiry.

Custify

custify customer success tool

The customer success software Custify can help you understand product usage and combine data from CRMs, support platforms, and other systems. It can assist you in reaching customers’ needs, reducing churn and increasing lifetime value.

Features:

  • Customer health system to identify customer churn risk.
  • One joint place for all your customer data from your CRM, support, and other systems.
  • Get notified if a customer is experiencing problems with onboarding or at risk of churning.
  • Automatically identify growth, renewal, and upsell possibilities. 

Pricing: Per inquiry.

Totango

totango customer success tool

Totango is a software that can help to increase customer engagement and grow your overall customer base.

Features:

  • Monitor all customer health signals to proactively engage where necessary.
  • Clear visibility of your performance at each stage of the customer journey.
  • Automate and create workflows for business processes to increase overall efficiency.
  • Visually display and work with different customer relationship hierarchy.

Pricing: Per inquiry.

UserIQ

useriq customer success tool

UserIQ is a software that focuses on customer onboarding as well as user engagement and feedback.

Features:

  • Make proactive decisions based on user behaviors, demographics, and external data sources.
  • Measure customer health scores to uncover potential problems.
  • Use guided tours and surveys to deliver relevant information to each user at the right time.
  • Quickly create a brief snapshot of users and build lasting customer relationships.

Pricing: Free trial and quotation upon request.

Planhat

planhat customer success tool

At Planhat, you can choose between three different customer success packages for startup, professional, and enterprise businesses. These come at various prices and product offerings.

Features:

  • Customer segments to divide your consumers into groups for more streamlined communication
  • Measure customer attitude and feedback with customer satisfaction surveys.
  • Revenue tracking and forecasting to plan the bottom line of your firm.
  • Customer health scores to help you evaluate signs of churn.

Pricing: Starts at $500/month; unlimited users

Bolstra

bolstra customer succes tool

Another great customer success management tool is Bolstra that can help you manage customer growth and predict revenue more precisely. The platform helps firms achieve complete visibility of customer action and health

Features:

  • Gain deep insight into the status of your customer experience and understand who might be at risk for churning.
  • Help customers achieve their desired outcomes, by allowing your team to collaborate cross-functionally.
  • Grow your business by managing renewals and expansion opportunities.
  • Increase customer adoption by handling workflows that relate to your customer’s journey.

Pricing Quotation upon request.

Strikedeck

strikedeck customer success tool

The next tool is one of the leading Customer Success platforms that is powered by AI and machine learning. Strikedeck offers great relationship management solutions to help grow your business.

Features:

  • A central dashboard using real-time analytics, to understand your entire customer base at a glance.
  • Predictive analytics and machine learning to automatically identify churn risks.
  • Identify upselling and cross-selling possibilities so you can take immediate action.
  • Live customer happiness score that combines all data of each customer, including CRM data, email communication, social media, and billing.

Pricing Quotation upon request.

Client Share

clientshare customer success tool

This customer success platform, named Client Share, is built and designed for both buyers and suppliers. As a business, you can use the platform to manage all key customer accounts in one place, analyze customer experience and much more.

Features:

  • Create a client community where buyers and suppliers can connect with each other.
  • Demonstrate your innovation and added value to your client relationships in one easy-to-access place.
  • Gain valuable feedback from your customers and save it in the Net Promoter Score system.
  • Use the contract lockbox to keep on top of complicated but important relationship documents.

Pricing: Starting at £150 per month.

STAMP

stamp customer success tool

STAMP is a strong B2B customer success software that features two primary dashboards; one for internal use and one for client management.

Features:

  • Helps you determine what is most relevant to your customers and channel partners.
  • Be able to track trends and progress over time.
  • Recognize key playbook strategies and tactics.
  • Give you alerts whenever you are underperforming in regards to set goals.

Pricing Quotation upon request.

Salesmachine

salesmachine customer success tool

Salesmachine is a software that provides customer success team with actionable data and automation to improve conversion and customer adoption.

Features:

  • A health scoring system that informs you about which customers are ready to convert and which are at risk of churning.
  • Gain a holistic view of all customers in one place, including indicators such as NPS, customer lifecycle stage, and overall usage.
  • Integrate popular tools like CRM, emails, support, and product usage.
  • Automate your customer workflows for better efficiency.

Pricing: Grow: $75, Scale: $500, Business: $2500

Akita

akita customer success tool

Akita offers customer success software that can help your team optimize relationships with your customers, reduce churn, and identify up‑sell or cross‑sell opportunities.

Features:

  • Shared team inbox and reporting system to keep customer communications in one place.
  • Track customer feedback over time to improve customer service.
  • Customer health scoring so you can identify signs of churn before it happens.
  • Customer lifecycle management to operate proactively throughout the entire customer journey. This will allow you to provide relevant support where needed.

Pricing: Starts at $240/month; includes 3 users

Catalyst

Catalyst customer success tool

Catalyst is a tool that connects customer analytics and insights with workflow automation. This will help you maximize the overall customer lifetime value.

Features:

  • 360-degree profile view of all your customers.
  • Build multiple health profiles to identify risks and upsell opportunities.
  • Gather all your customer lists in one place, to make customer segmentation much simpler.
  • Various workflow features providing you with the easiest way to manage customer relationships.

Pricing Quotation upon request.

CustomerGauge

customercauge success tool

CustomerGauge is a customer success software that focuses on Net Promoter and customer retention.

Features:

  • Monetize Net Promoter does not only measure customers’ loyalty and feedback but also provides insights into customers for you to act on.
  • Customer account level drill-down lets you explore unique profiles with access to relevant information, the likelihood of churn, drivers, etc.
  • High advanced technology that predicts churn, discovers opportunities, and can track retention revenue.
  • Net Promoter Score for employees (eNPS) that helps you reduce employee churn. Keep highly engaged, happy employees that will facilitate even happier customers in return.

Pricing Quotation upon request.

Optimove

optimove customer success tool

Optimove is a science-driven customer retention and success software, which gives you valuable insights into your customers.

Features:

  • Use Optobot to automate your marketing campaigns and engage better with your consumers.
  • Keep updated about your customers with the 360-degree customer system that is based on real-time data.
  • Micro-segmentation technology allows you to personalize messages and offers to customers based on each micro-segments.
  • Automate cross-channel campaigns to prevent potential churn and increase customer success.

Pricing Quotation upon request.

Kilterly

kilterly customer success tool

Take control of your customer lifecycle, gain customer insights, and reduce churn with the Kilterly customer success software.

Features:

  • Customizable surveys where you can create and conduct unlimited surveys to measure NPS and client sentiment.
  • A Customer Churn Dashboard where you can control and monitor your customer satisfaction and risk of churn through insightful data.
  • Campaign management functionality to create and run effective campaigns and track progresses.
  • Third-party integrations such as HubSpot CRM and Zoho CRM.

Pricing: Startup: $359, SMB: $539, Large: $729, Enterprise: Custom (per month).

Gainsight

gainsight customer success tool

Gainsight is the biggest Customer Success platform on the market for enterprise companies. The software can help you discover the many benefits of being more customer-centric.

Features:

  • Collect all your customer data in one place, and get data-driven alerts to focus your attention most productive.
  • Organize action across your customer teams with analytics and playbooks from the individual account to help deliver ultimate success.
  • Get access to crucial customer insights and receive actionable notifications to stay informed.
  • Build effective customer journeys that reach directly into your product for a more holistic experience.

Pricing Quotation upon request.

Conclusion

So there you have our list of the 22 best Customer Success Management tool for every business.

However, there is one thing we would like to point out! The first and most vital step you need to take is to really understand what Customer Success means for your company.

Once you have that clearly defined, you will be able to manage the process of moving your customer toward your business’s desired outcome. Only then, can you select the appropriate CSM tools

We are convinced that some of the many customer success management tool can help you achieve great results for your business.

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