ClientSuccess Reviews

Lindsay R.Director of Customer Success

4.5

As a CS leader who has been a former CSM/Sr.CSM, I've always wanted the ability to track and share visibility on the customer items that historically weren't quantifiable: the gut feelings, seemingly 'off' primary contacts ,and everything else unrelated to platform product use, adoption, or overall penetration and sentiment within their organization. CS has a feature which does just that! Not only does that make a HUGE impact from a leadership perspective, but it allows for another piece of the puzzle to be considered when you desire to understand holistic customer health. Their development team is open to feedback and suggestions which has further enabled both me and my team to drive product growth. As a leader who also valllllues customer-led-growth, this is appreciated! CS is making strides to ensure their product becomes a critical part of our service and success; adoption and understanding use cases is imperitive to your own success and ideally, one can reach a point where their CS team lives and breathes inside of their solution; and use it to dictate priorities and schedule. Review collected by and hosted on G2.com.

Christian K.Director of Customer Success

5.0

Easy Onboarding Process / Success Cycles / Success Scores / Reporting Review collected by and hosted on G2.com.

Verified User in Computer SoftwareSmall-Business(50 or fewer emp.)

4.5

I love having everything in one place for my customer accounts. Very easy platform to use, and lots of flexible options to make it work best with my workflow. I like seeing all my customers in a segment together with the details that I decide to add in columns to get a great, high-level picture of my book of business. The customer support team at ClientSuccess is extremely communicative and thorough with their responses. Review collected by and hosted on G2.com.

Verified User in E-LearningMid-Market(51-1000 emp.)

0.0

nothing in particular - the tool meets our needs Review collected by and hosted on G2.com.

Verified User in Computer SoftwareSmall-Business(50 or fewer emp.)

0.0

Salesforce integration never materialized properly. Not really important though. Our CSM at ClientSuccess purposely avoided mention of the auto-renew clause, displayed in reduced-sized print below the breakdown on our order form during the lead-up to our renewal. When notified of our decision not to renew, the CSM, for the first time in 3 months, brought up the auto-renew clause. Luckily (meant to read sarcastically), the VP of Customer Success, Kristi Faltorusso, was looped in. After a single meeting and a promise to follow up with me, nothing materialized but a series of bills and threats of collections. We will likely end up paying the bill but not using the software. My feeling is that ClientSuccess does not capable of following its own best practice suggestions and uses business practices I would not recommend to our own CSM team. Review collected by and hosted on G2.com.

CJ C.Director of Client Services

1.0

The reminder features don't work. If you set a reminder, ClientSuccess sends you the notification the day after your reminder was due. It's not helpful when it causes you to miss deadlines. I reached out to the support team on several occasions about this feature not working. The support team rarely responds back; if they do, it's a week or so later, and they give really generic responses like "we're working on it, will have it fixed soon". The glitches I've communicated to them about have been broken for over six months, and I continue to receive the same poorly canned response. For being a Client Success focused platform, I'd expect better communication and service. Review collected by and hosted on G2.com.

Anonymous ReviewerMarketing and Advertising

5.0

I have used this software on a daily basis and is exactly what I need to track all of the details of my various client relationships and interactions. The best feature is that it integrates with my Gmail account so that all email threads with the client automatically post to the account profile. This has been a huge safety net for information updates when I get too busy to make manual entries because the email interactions can be easily reviewed to see the details of all client interactions. Just a very solid platform all around.

Douglas M.Internet

5.0

It has just what you need without too many options and bells and whistles that can distract. Other solutions can cause confusion for CSMs as they have too many options that create confusion and a lack of focus

Oliver G.Computer Software

5.0

Connects to our software data and Salesforce data. Easy to navigate and always open to feedback on how they can improve the product

Anonymous ReviewerComputer Software

3.0

Buggy and too often need to redo some work

Anonymous ReviewerComputer Software

3.0

The reporting and automation was non existent.

Kent B.

3.0

Analytics are poor. Very difficult to manage a team and not have to click into individual accounts. Certain types of workflows are still not supported.

Kylie McDonaldCustomer Success Director

10.0

It is being used by the Customer Success Team which is just me right now. It addresses concerns about clients. The health of the client, when we last talked to them, what their concerns are, when their contract is up, etc. It has helped me to manage and stay on top of the clients to reach out when needed.

Matt ONeillChief Experience Officer

10.0

The platform is being used across the organization. We oversee a network of insurance agencies and this platform has really helped us maintain accountability, systematize processes, and foresee any risks impacting our network's membership. We've also used it internally as a training tool for new hires who need to quickly understand who our key clients are and how our relationship is structured with each firm.
The Pulse Score is probably my favorite tool. We use that tool monthly to update key client relationships allowing us to quickly save any at-risk accounts. Tracking emails is small but efficient resource. We don't duplicate our work with this feature. The customer service is also really great. Their team has been very quick to respond to questions or challenges we've faced early on as we became comfortable with their product.

Christian KuehneDirector of Customer Success

10.0

At Game Plan we use Client Success to streamline out entire Customer Success efforts. We used client success to keep track of customer activities, set and track KPI's for each account, flag potential issues with accounts, measure account success, and the management of the entire renewal process. It has helped us streamline and evaluate our efforts throughout the customer lifecycle and effectively management their renewal process all while evaluating CS data for our internal processes and meetings.
Renewal management and forecasting. Reporting. Measurement of success. Measuring KPIs and key steps in the customer lifecycle. On- management. As a director, it helps me oversee my team more efficiently.

Verified UserDirector

7.0

Our customer experience team used ClientSuccess and supporting team members. We leveraged the platform to keep track of onboarding, ongoing value stream, and renewals. It allowed us to get on paper the specific steps needed to manage a client from onboard to renewal successfully. Besides, it allowed us to prioritize our work in identifying healthy clients with various health metrics.
Easy integration with other systems.

Stephanie WaltonClient Success Manager

7.0

We use ClientSuccess across our CX team to track communications with our clients (via the email tool) as well as highlight key dates, deliverables, contract information, history of the account, and next steps in our Client Experience process. It's a one-stop shop that pulls in information from multiple sources to give an up-to-date snapshot of status and "temperature" for the multiple clients I manage. Not everything is automated with our systems and I would say an area that could use improvement might be data integration or key metric monitoring, but overall CS is a useful tool to centralize critical client information and actions.
Reporting>>I would love for some of my metrics for clients from the SAAS product we sell to be pulled in directly to CS. Currently I have to manually go in and add certain metrics because it doesn't seem like we have a way to connect/integrate this Tasks>>again this is a manual process that would be great to automate in some way or set reminders to input and track tasks (perhaps this is currently available and I have not utilized it or taken the time to go through a tutorial) Tutorials/Email reminders>>perhaps when CS sends me an email that something is missing or needs an update, they could also send the tutorial/short video references for tips, tricks, best practice of how to use that tool (I've heard the tutorials and blog are good, but I don't often go back and browse them, it would be great if these resources came in a more organic way while in the working process)

Vincent SpringerRegional Director

8.0

ClientSuccess is being used to increase production through email automation, alerts/actions, and increasing engagement. It is being used on a few of our inbound customer service clients with hopes of expanding to other clients within the organization. The platforms ability to engage employees has been the biggest surprise win.

Verified ReviewerVerified LinkedIn UserDirector

5.0

Overall: Overall, this is an excellent software that significantly improved my ability to stay organized in tracking all of my interactions with business partners. I frequently will review important information that is a few years old, which would be impossible without this platform.

Mike H.VP of Customer Success

4.0

Overall: Overall the experience has been very positive. Their support and consulting are great and their product is continuing to improve. It doesn't have everything we want yet but we're getting there.

Patricia D.CSM

4.0

Overall: It's been a great record of truth for us. We recently got more licenses so that if Product or Sales needs to get better context about a customer they can.

Holly S.CSM

4.0

Overall: Generally, I think it is a really useful tool, however, I would like to see improvements to its general functionality and speed, including support.

clint K.Verified LinkedIn UserSr. Manager, Customer Success

4.0

Overall: I've really enjoyed using CS - I've used it now for about 6 years and they've been great to work with.

Kent B.VP, Customer

3.0

Overall: On an individual user basis, we manage the workflow fairly well out of the software.