Best Customer Success Management Solutions

What is Customer Success Management?

Customer Success Management is a strategic approach focusing on customer relationship and satisfaction to ensure the ongoing success of the client's journey with a company.

The top 5 Customer Success Management solutions are Gainsight, Freshworks Neo Platform, Totango, Concentrix and Vitally, as ranked by PeerSpot users in December 2025. Gainsight received the highest rating of 0.0 among the leaders and holds the largest mind share of 27.7%. Concentrix is the most popular solution in terms of searches by peers.

Employing a robust Customer Success Management process helps organizations align their goals with customer needs, driving satisfaction and retention. Solutions within this category offer tools to track customer health scores, manage onboarding processes, and provide insights that aid in creating proactive strategies beneficial for both customers and businesses. High-quality solutions enable teams to understand usage patterns, foresee issues, and offer timely interventions.

What features are included in Customer Success Management solutions?

Health Scores Monitoring - Evaluate customer health to proactively address risks.
Onboarding Management - Streamline the customer onboarding process for faster adoption.
Usage Analytics - Gain insights into how customers interact with the product.
Customer Feedback Collection - Gather and analyze feedback to improve services.
Account Management - Maintain detailed customer records and interactions for personalized service.

What benefits should users expect from Customer Success Management solutions?

Increased Retention - Better customer experiences lead to higher retention rates.
Enhanced Customer Satisfaction - Proactive management improves satisfaction.
Revenue Growth - Happy customers are more likely to expand their usage and recommend the service.
Operational Efficiency - Streamlined processes reduce the workload on support teams.
Data-Driven Decisions - Analytics provide actionable insights for strategic planning.

In the tech industry, Customer Success Management solutions are crucial for managing subscription-based models, ensuring customer engagement and satisfaction throughout the product lifecycle. In healthcare, these tools help maintain service quality and patient engagement, improving overall care delivery.

Customer Success Management supports businesses in aligning their operations with client success, fostering long-term relationships and sustainable growth.

Customer Success Management solutions mindshare

As of January 2026, in the Customer Success Management category, the mindshare of Gainsight is 27.7%, up from 25.8% compared to the previous year. The mindshare of Totango is 9.2%, up from 9.1% compared to the previous year. The mindshare of Freshworks Neo Platform is 17.8%. It is calculated based on PeerSpot user engagement data.

Customer Success Management Market Share Distribution
Product	Market Share (%)
Gainsight	27.7%
Freshworks Neo Platform	17.8%
Totango	9.2%
Other	45.3%

Customer Success Management

Top Customer Success Management products

Rankings through

#1 Ranked

Gainsight

Gainsight supports customer success efforts by enabling teams to organize data and improve customer engagement. Its valuable features include robust analytics and health scoring. Though powerful, it could benefit from more intuitive navigation and enhanced customization options to better fit diverse user requirements.

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Freshworks Neo Platform

Freshworks Neo Platform streamlines business operations with seamless integrations and robust security features. Its user-friendly design simplifies processes, yet lacks customization flexibility. Easing app management and promoting collaboration, it offers efficient yet limited support for large-scale deployment needs.

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Totango

Totango Customer Success Management enable a culture of the customer with the Enterprise to Customer business growth strategy, where the customer is the focus of everything what employees do. Totango Customer Success Management offers two products:

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Concentrix

Concentrix is a leading global technology and services company specializing in customer experience solutions. Offering a diverse range of services, Concentrix supports businesses worldwide with customer service, including call center, email, and chat support, as well as technical support for troubleshooting issues. Additionally, Concentrix aids businesses in sales and lead generation while leveraging data analytics to provide valuable insights into customer behavior and enhance overall customer experience. With a focus on innovation and efficiency, Concentrix empowers businesses to thrive in today's competitive landscape.

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Vitally

Customer Success teams today are facing a problem: how do they connect customer data back to their work?Vitally changes that. Vitally is a new kind of Customer Success platform. An all-in-one collaborative workspace that combines your customer data with all the capabilities you expect from today's project management and work platforms.

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Gladly

Gladly enhances customer support with its seamless communication hub, integrating channels like email and chat. Its intuitive design boosts efficiency and enhances team collaboration. While it excels in delivering personalized service, advanced reporting features could be improved for better insights into customer interactions.

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ClientSuccess

ClientSuccess helps customer success teams deliver the source of truth for customer success SaaS subscriptions and revenue. With Real-Time Visibility ClientSuccess helps teams deliver real-time visibility into SaaS subscriptions and revenue like MRR and ARR from one platform. ClientSuccess gives team real-time alerts and insights into who to talk to, when to talk, and why so it can deliver a proactive approach to retain customers. With real-time alerts, trends, and reports around your entire portfolio and customer segments. ClientSuccess places all customer data and insights in one place with all the tools to proactively track, manage, forecast, and book SaaS subscriptions and revenue from one system.

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Social+

Social+ enhances collaboration and communication within teams, offering valuable features such as task management and instant messaging. It promotes productivity by integrating seamlessly into existing workflows. While praised for ease of use, some users suggest improvements in customization options, allowing for more tailored experiences.

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Salesmachine

Salesmachine is a Customer Success Data Platform. It helps you instantly convert min. +25% leads thanks to the Product Qualified Leads scoring method which identify leads that are more likely to convert!Track your customers behaviors after a sign-up on your SaaS to better understand them and help your teams interact with them at the right time.Automate tasks at each stage of the customer lifecycle to Accelerate Onboarding & Adoption, Increase Retention and Reduce Churn right now.

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HubSpot Service Hub

Customer service tools to help you connect with customers, exceed their expectations, and turn them into promoters that grow your business.

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HubSpot Service Hub vs Gainsight

OnRamp

OnRamp enhances workflow efficiency by offering a comprehensive suite of tools tailored to meet the unique demands of modern businesses. Its practical applications significantly streamline processes, making it an indispensable resource for tech-savvy professionals.

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ZapScale

Proactively address customer issues with real-time alerts linked to changes in customer health data. Make your engagements more targeted and personalised with easy customer segmentation.Level up your task management capabilities with Zapbook. Access a single, tailored, and prioritised view of all of your crucial insights and action items for your customer portfolio.Get access to customer behaviour on your product. Create and track custom product outcome journeys for customer segments to find and resolve downward trends in real-time.Make informed decisions based on accurate predictions of customer churn possibilities and upsell opportunities fuelled by ZapScale’s 40-dimension AI model.

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Ecosystems

Value selling for the modern enterprise, Ecosystems is an enterprise cloud platform for quantifying customer value from pre-sale value assessments to post-sale value realization. Ecosystems ensures both consistency and quality in your value conversations. Unstructured forms of quantitative (e.g., ROI/TCO models, benchmarks) and qualitative (e.g., case studies, differentiators) content are replaced with a digital cloud platform—purpose-built for quantifying and communicating customer value. Out-of-the-box, Ecosystems addresses the core needs of all stakeholders involved in managing customer value: Sales, Customer Success, Business Value Teams, and Marketing. Ecosystems transforms your ability to win, retain, and grow customers with quantified value. Digitize and scale your value selling with Ecosystems to: - Achieve Higher Confidence in Purchase Decisions - Gain Executive Support - Capture Benchmarking & Insights for Sellers - Enable Customer Champions to Co-sell - Monitor Value Realization - Align Teams - Speed Up Onboarding - Facilitate Transformation …and more!

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Planhat

Planhat is a customer success platform designed to streamline workflows and enhance customer experiences with intuitive data management and analytics tools.

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Agency AI

Agency AI aids businesses in streamlining operations by automating tasks and providing insightful analytics. Valuable features include its intuitive design and real-time data processing. Users have noted that integration with other platforms could be improved, potentially enhancing workflow efficiency.

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Bonder

Build client-facing onboarding playbooks, share them with your new clients and improve their onboarding experience.Automate your onboarding process with tasks and reminders, ensuring a faster adoption and increasing long-term retention.With Bonder, you can create your onboarding playbook(s) and share unique versions with your different clients. Therefore, they know all the required steps, the owners and deadlines.By providing a single source of truth, you ensure that your clients can get access to relevant documents, trainings and step-by-step guides at all times. They can also track the integration process and have visibility of the next steps.

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Juttu

Juttu enhances team collaboration and communication with intuitive design and real-time updates. Users appreciate its seamless integration capabilities and customizable features. Some suggest there is room for improvement in analytics and reporting functionalities, which could provide deeper insights and drive decision-making efficiency.

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Remark

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Auralis AI

Auralis AI enhances workflow efficiency with advanced data analytics and real-time collaboration. Users praise its intuitive navigation and robust integration capabilities. While it excels in adaptability, some find its customization options limited. It effectively addresses diverse business needs, making it a valuable tool with room for personalization improvements.

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