ClientSuccess

Simple, powerful customer success software to reduce churn and increase customer revenue.

Customer Success Tools
★★★★☆ 4.3
2014 Founded
11-50 Employees
unknown Customers
Lehi, UT, USA Headquarters
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Quick Facts

Website
clientsuccess.com →
Starting Price
unknown
Pricing Model
custom
Company Type
private
Social
LinkedIn Twitter/X

About ClientSuccess

ClientSuccess is a cloud-based customer success management platform designed for B2B subscription businesses, especially SaaS companies, that want to reduce churn and expand recurring revenue. Founded by former CS leader Dave Blake, the product was built "for customer success professionals, by customer success professionals" to provide a single system of record for all post‑sale customer data, workflows, and outcomes. clientsuccess.com

The platform centers on a 360° client dashboard that consolidates account details, contract values, product usage, support activity, health scores, success plans, and engagement history. Capabilities such as SuccessScore™ health scoring, Pulse™ sentiment tracking, SuccessCycles lifecycle playbooks, renewal and revenue management, and a extensive library of CRM, support, and survey integrations help CSM teams execute consistent playbooks while giving executives clear visibility into retention, renewal, and expansion forecasts. clientsuccess.com

In recent years ClientSuccess has expanded into AI and automation with SmartCS™, which analyzes customer segments, summarizes NPS and Pulse notes, and recommends next‑best actions, alongside an onboarding and customer portal module for collaborative implementation and ongoing customer engagement. The company also offers Conversations by ClientSuccess, a Chrome extension for real‑time messaging and task collaboration with customers, reinforcing its focus on day‑to‑day CSM productivity. help.clientsuccess.com

Headquartered in Lehi, Utah, ClientSuccess is a privately held company founded in 2014 and has raised roughly $5.8M in funding, serving a team of around 40 employees and a global base of B2B customers across North America, Europe, and other regions. getlatka.com

Key Features

Client 360 Dashboard - Single-pane-of-glass view of each customer's contracts, revenue, health, usage, support activity, and engagement history.

SuccessScoreu2122 Health Scoring - Configurable, weighted health scores using metrics like usage, Pulse, engagement, and custom fields to quantify customer risk and maturity.

Pulseu2122 Sentiment Tracking - Qualitative health and sentiment tracking with notes so CSMs can capture context behind changes in customer health.

SuccessCycles Lifecycle Playbooks - Template-driven playbooks that guide CSMs through onboarding, adoption, renewal, and other lifecycle motions with tasks and stages.

Renewal & Revenue Management - Track subscriptions, MRR/ARR, renewal dates, and expansion opportunities in one place to forecast retention and growth.

Customer Goal / KBO Tracking - Define and track customer goals and key business outcomes, including goal completion status and impact.

Onboarding & Customer Portals - Branded customer portals with project templates, task tracking, and real-time visibility into onboarding progress and shared plans.

Usage Analytics & Events - Ingest product usage events via APIs, flat files, browser snippet, Pendo, or Segment to understand adoption and trigger health changes.

SmartCSu2122 AI - AI-powered insights that summarize NPS and Pulse comments, highlight top positive/negative themes, analyze segments, and recommend customer outreach.

Automations & Workflows - If-this-then-that automation to trigger tasks, emails, health changes, and alerts based on events or segment conditions.

Customer Communications & 1:Many Email - Built-in tools to send targeted campaigns and one-to-many emails, with AI Email Assist to generate personalized outreach.

Reporting & Dashboards - Prebuilt dashboards and reports for portfolio health, renewals, risk, engagement, and CSM activity, plus some customization options.

Customer Segmentation - Segment customers by health, ARR, lifecycle stage, industry, region, and other attributes for targeted playbooks and analysis.

Conversations Chrome Extension - Real-time messaging and collaborative task management with customers directly from a Chrome extension.

Integration Platform - Workato-based integration hub plus native connectors to major CRM, support, survey, analytics, and billing tools.

Pros & Cons

👍 Pros

  • Very intuitive, user-friendly interface that CSMs can learn quickly without a dedicated admin.
  • Fast implementation and time-to-value compared to heavier customer success platforms.
  • Strong, responsive customer support and highly engaged CSMs and leadership team.
  • Effective 360u00b0 account view with health scores, Pulse sentiment, engagements, and revenue in one place.
  • Good native integrations with Salesforce, email/calendar tools, and major support and survey platforms.
  • SuccessCycles playbooks and tasks make it easier to standardize onboarding and renewal workflows.
  • SmartCS AI summaries of NPS and Pulse comments help leaders quickly understand top themes and risks.

👎 Cons

  • Reporting and analytics are less flexible and powerful than some enterprise competitors; advanced dashboards often require exports.
  • Customization options for fields, layouts, and surveys (e.g., NPS question sets) can feel limited.
  • Some users report occasional bugs or performance issues, particularly with larger data sets.
  • Documentation and knowledge base articles can be outdated or incomplete for newer features.
  • Support coverage outside North American business hours can be limited according to some reviewers.

User Reviews

G2
4.4
★★★★☆
Capterra
4.2
★★★★☆
TrustRadius
8.4
★★★★★

Integrations

Salesforce HubSpot Zoho CRM Pipedrive Zendesk Jira Freshdesk HelpScout HubSpot Service Hub Intercom Salesforce Service Cloud ServiceNow UserVoice Gmail Microsoft Outlook Microsoft Exchange / Office 365 Slack Microsoft Teams Pendo Mixpanel Medallia Delighted AskNicely Productboard Zapier Flatfile Segment Stripe

Best For

Company Size

smb mid-market enterprise

Industries

SaaS Technology Media & Information Services Education & Training Other B2B subscription businesses

Use Cases

Customer onboarding and implementation management Customer health scoring and churn risk detection Renewal and expansion revenue management Customer lifecycle playbooks and journey orchestration Product adoption and usage analytics NPS and customer feedback analysis

FAQ

What is ClientSuccess?

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ClientSuccess is a cloud-based customer success management platform built for B2B subscription and SaaS companies. It centralizes customer data - contracts, revenue, health scores, product usage, support activity, and engagement history - so customer success teams can proactively manage onboarding, adoption, renewals, and expansion. The platform includes tools for lifecycle playbooks (SuccessCycles), health scoring (SuccessScore), Pulse sentiment tracking, renewals and revenue management, AI-powered insights via SmartCS, and a growing library of CRM, support, survey, and analytics integrations.

How much does ClientSuccess cost?

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ClientSuccess does not publish per-seat or per-customer pricing on its website. Instead, it offers three main packages - Startup, Growth, and Enterprise - with different limits for licenses and number of customers. Pricing is quote-based and typically sold as an annual SaaS subscription. Prospective buyers are directed to the pricing page and sales team to receive a customized proposal based on factors such as number of customers, users, integrations, and any advanced modules required.

What are the main features of ClientSuccess?

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Key features of ClientSuccess include a 360u00b0 customer dashboard, SuccessScore health scoring, Pulse sentiment tracking, SuccessCycles lifecycle playbooks, renewal and revenue management, goal and KBO tracking, onboarding and customer portals, SmartCS AI analytics and summaries, product usage tracking via APIs and integrations, automated workflows, 1:Many email campaigns, Conversations Chrome extension for real-time messaging, and a broad integration library covering CRM, support, survey, analytics, and billing tools.

Who are ClientSuccess's main competitors?

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ClientSuccess competes with other dedicated customer success platforms and broader customer lifecycle tools. Commonly evaluated alternatives include Gainsight (enterprise-focused and highly configurable), ChurnZero (strong playbooks and health scoring), Totango (modular CS platform), and Planhat (flexible, data-centric CSP). Some organizations also compare it with tools like Vitally, Custify, and Catalyst when assessing the right fit for their CS maturity and budget.

Is ClientSuccess good for small businesses?

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ClientSuccess can be a strong fit for small and growing B2B SaaS companies, especially those that have a few CSMs and dozens to a few hundred customer accounts. The Startup package is designed for early-stage organizations, and reviewers often note the product's ease of use and lack of heavy admin overhead. Very early-stage teams with only a handful of customers or no dedicated CS function may find it more than they need, but once a company is serious about building a repeatable customer success motion, ClientSuccess is generally well-suited for small and mid-sized businesses.

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