ClientSuccess Alternatives & ReviewsUsed by 76% Professionals

ClientSuccess Reviews

Free | Paid

3.5

/5

(Alternatives.Co rating)
  • Linux
  • Windows
  • Large Enterprises
  • Small Businesses

ClientSuccess is a customer success software that assists businesses in increasing customer retention rates while also building long-term relationships with them. It has impressive capabilities such as rich customer analytics, actionable insights, lowers churn rates, and increases the customer's overall lifetime value.

Contact Us

Find the right plan today

Try For Free
Alternatives.Co has rated
ClientSuccess
4.1
Select Application
  • 4.4
  • 3.8
  • 4.2
G2
4.4
Top Comments by G2
Positive Comments
  • Verified User in Computer SoftwareSmall-Business(50 or fewer emp.)
    Review
    0.0

    In the end, nothing about this solution is helpful for my organization. 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. Solving nothing for us. Hi there- Nothing is more disappointing than disappointing our customers and we are desperately trying to reach you to better understand your experience. Thank you for raising your hand. We are actively trying to get in touch with the author of this review and want to make things right.

  • CJ C.Director of Client Services
    Review
    1.0

    I like that you can set up cycles for different types of projects and onboarding. I LOVE that you can integrate your emails so that you have the communication threads within the client's dashboard. It makes it really easy to keep up with communication. 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. When a lot of a client's success is also about relationships, it's hard to quantify what a "great" or "good" client relationship looks like, and this platform helps to do that.

  • Verified User in Financial ServicesMid-Market(51-1000 emp.)
    Review
    4.5

    ClientSuccess is a very easy-to-use product and it integrates well with other systems, such as Salesforce, to seamlessly pass updates back and forth. Being able to segment my customers based on certain criteria is a real time saver when I'm looking to target specific groups for communication or to take action of some kind. I would love to see the ClientSuccess team add more automation to the system. By this, I mean the ability to trigger certain actions when something occurs with an account. ClientSuccess is great at helping identify certain groups of customers or trends but the action on these items is pretty much manual still. That would be great to have something more automated for specific criteria. Being able to manage a larger than normal account load is made easier with ClientSuccess because of the ability I have to see my entire customer base at a high level and drill down from there to target specific groups. I appreciate the daily reminders for my to-do list items as well as customers that have gone a longer time between contact.

Negative Comments
  • Parker M.Enterprise Account Manager
    Review
    2.5

    The integration with Slack, the pulse settings and ability to integrate with Salesforce CRM dashboard for Account Manager, and general information for each customer that I can access (original customer date, renewal dates, starring top contacts, etc). I don't like the customer support at Client Success. We've had 7-8 Account Managers in the last year. It's difficult to integrate notes with Salesforce because the fields don't match. The note section isn't really a good way to track everything about the customer, I use Salesforce. It's much more organized, and everyone else can see them outside of the AMs and CSMs. The Account Manager's name is always wrong in the platform, my name is always a 20 digit number. I'm helping track our conversations with our customers to determine if they are at risk, what problems we can help them solve, etc. Thank you for the candor in your review, Parker. I'm glad to hear you are enjoying some of our fan-favorite features like Pulse and the Slack integration! Our team has made massive strides over the past 12-months to improve and elevate our customer's experience, which included the hiring of several new team members well-suited to provide our customers with not only clickpath support, but Customer Success strategy as well. We would love the chance to listen to you and learn more about your experience, as well as permanently resolve some of the technical issues you described. If you reach out to customerlove@clientsuccess.com, you will be put directly in touch with our CEO to determine our best next steps. We'd love the opportunity to do right by you. Thank you again for sharing your thoughts!

  • Verified User in Events ServicesSmall-Business(50 or fewer emp.)
    Review
    3.0

    The new revenue reporting. I like the idea of the successscore. I like pulse CS has all of the items we need, but there are still some bog things missing for us. (Tasks have a limited number of characters) -I wish I could add "don't forget" to accounts- so if anyone in my org clicks on that account, they see a list at the top of things the account needs. (or if I could move my 'tasks' areas to another place on the account home page. Successscore is very complicated to set up We're able to track our revenue better, and CS has helped us catch things that would've fallen through the cracks otherwise. -honestly, there is still so much for us to implement in CS but I am a one-person "team" so I don't feel we're able to reach the full success we want with the tool yet, because of our time limitations Hi there, I'm so glad you found some time to let us know your thoughts. Pulse is one of our fan-favorite features, and it's great to hear you are enjoying that part of the tool. Revenue reporting has also revolutionized the way CSPs manage their books of business, and ClientSuccess employees like me have really enjoyed rooting for customers like you on the front lines! My team and I would love to continue the conversation about how we can continue solving big problems for your team. If you're unsure who your dedicated CSM is, just shoot us an email at customerlove@clientsuccess.com, and we will put you in touch. Thank you for sharing your honest opinion about ClientSuccess!

  • Verified User in Computer SoftwareSmall-Business(50 or fewer emp.)
    Review
    2.5

    The summary at the top of the Client page gives you a quick overview of most of the information you need to get a sense of the customer's size, environment, and other key details. It integrates well with Hubspot, our CRM. There are too many scores - Scorecard, Pulse and overall Success Score. It's too cumbersome for a CSM to keep up with . There are also stages and phases - too complicated. Other tools I've used also allow you to create Segments then mass email from the segment, with an email from each individual CSM. We have had to go to other tools that are not integrated, to manage other documents and content. They were slow to integrate several fields with Hubspot. The Customer Success tool market has evolved considerably over the past few years. There are several new solutions on the market that I would also investigate. If you are a Hubspot customer, this might be a good solution for you but I'd recommend keeping it simple to start. It has more scores that you likely need so try not to implement all at once. It is giving the CSM and Support team a single tool to use for their day. As a leader, I am also able to view macro and micro-level customer health. The fact that it also pulls in the Support Cases from Zendesk makes it easier for the CSM to keep track of what is happening real-time. If the customer inquires with the CSM about a Support case, the CSM can quickly find and research the case.

Trustradius
3.8
Top Comments by Trustradius
Positive Comments
  • Verified User
    Review
    5.0

    Before we evaluated ClientSuccess, we took a look at Gainsight. It is a power customer success tool and it definitely covered all the features a Customer Success team could need, but ultimately we selected ClientSuccess as a better fit for our company where we were at the present. Gainsight was extensive and we felt we didn't need the amount of firepower it provided for the cost.
    ClientSuccess is perfect for the growing small-to-medium business like ours. It's simple and easy enough to quickly implement as a starter solution, but also robust enough to support multiple Customer Success teams. It may fall a bit short in terms of an enterprise organization in scale, customization, and flexibility. However, I can see enterprise organizations using different instances of ClientSuccess, perhaps for different departments or sections, if those organizations didn't need overarching analytics.
    ClientSuccess makes it easy for our customer success managers to manage their workflows and provides excellent visibility into our company's customer activity and engagement. We're able to log into CS and regularly check segments of our customers that need to be engaged with on a daily basis, log customer health, and be aware of approaching subscription renewals in order to pay appropriate attention to the right customers. The user interface is easy to use, friendly in design, and quick to learn. They make it look attractive with bright color schemes without overdoing it too much. As a customer success manager myself, I am appreciative of how this tool has kickstarted our fairly-new Customer Success department and made us much more organized and knowledgeable as a customer-facing entity. Their customer success/support teams are excellent as well - which is to be expected. We've felt very well taken care of since we became customers of ClientSuccess.
    ClientSuccess could improve their integration with Salesforce and other popular software for a more cohesive user experience. I believe ClientSuccess could also grow in accommodating for different SaaS business models - right now the playbooks they provide are very standard and don't necessarily conform to the diversity of our organization and its various products/needs. ClientSuccess could improve their integration with Salesforce and other popular software for a more cohesive user experience. The performance of the tool (how quick it responds and syncs and bugs) could be improved as well - but I guess that could be said of any great software app!

  • Stephanie WaltonClient Success Manager
    Review
    3.5

    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.
    I think the more clients you have, the more useful CS can be as a tool to track and utilize its project management capabilities. It's probably less useful if you don't have many clients as the manual process to input some of the essential information may be tedious. In terms of collaborating across Sales and CX, I think CS is useful in getting these groups on the same page and setting goals you can track to together as well as keeping in mind critical contract data.
    "Engagement" tool that tracks emails (easy reference to current state and history for things that may otherwise get lost in inboxes) Salesforce integration: I like that data from Salesforce is fed into my CS client page & there's a quicklink to Salesforce directly if I need more info "MyTeam" "My Company" , etc>>Sorting capabilities allow for easily drilling down content you want to see for clients & the ability to view status in one place
    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)

  • Cameron KinneyDirector of Customer Success
    Review
    4.0

    Our team had previously been using Hubspot CRM as a way to manage client contracts in combination with Trello for simple client progress mapping, and Client Success has eliminated the need to use either of them for client management. Hubspot is designed more for sales processes and was missing a way for our team to get an accurate view of our clients and their details. In a similar manner, Trello is designed more for task and project management and didn't provide the detail orientation we needed.
    Client Success is well suited to both growing and established companies who know what they want and need to track for their clients. With the broad ability to support numerous accounts, have multiple users, and its custom success cycles to map a clients progress, it would be a great solution for any Client Success team. I think that teams that are unaware of what they need to track wouldn't find Client Success as useful, and organizations that require a large number of custom client descriptions and variables would find certain limitations a barrier to successfully using this tool.
    Client Success allows our team to create the custom variables that we need to accurately describe and categorize our clients. This was something that was missing in our past tools, and it is extremely helpful for our team. Their notification and alert system help both myself and my team stay on top of meaningful triggers and tasks. The great thing is that you are able to customize when you receive a notification, as well as who else on your team should be included. Our company utilizes multiple contract types and income models, and Client Success has allowed us to track all of them in one location while also producing valuable reports based on each category.
    There are limitations on their suite of integrations. Currently, the support channel that we use (Groove) is not an available integration, so it limits our team's ability to gain insight into support tickets without channel switching. The reporting in Client Success is robust, but fairly rigid and doesn't allow for fully custom reporting based on certain custom variables. There is not the ability to produce a report based on client forecasting which makes certain board facing reports more manual.

Negative Comments
  • Verified User
    Review
    5.0

    Before we evaluated ClientSuccess, we took a look at Gainsight. It is a power customer success tool and it definitely covered all the features a Customer Success team could need, but ultimately we selected ClientSuccess as a better fit for our company where we were at the present. Gainsight was extensive and we felt we didn't need the amount of firepower it provided for the cost.
    ClientSuccess is perfect for the growing small-to-medium business like ours. It's simple and easy enough to quickly implement as a starter solution, but also robust enough to support multiple Customer Success teams. It may fall a bit short in terms of an enterprise organization in scale, customization, and flexibility. However, I can see enterprise organizations using different instances of ClientSuccess, perhaps for different departments or sections, if those organizations didn't need overarching analytics.
    ClientSuccess makes it easy for our customer success managers to manage their workflows and provides excellent visibility into our company's customer activity and engagement. We're able to log into CS and regularly check segments of our customers that need to be engaged with on a daily basis, log customer health, and be aware of approaching subscription renewals in order to pay appropriate attention to the right customers. The user interface is easy to use, friendly in design, and quick to learn. They make it look attractive with bright color schemes without overdoing it too much. As a customer success manager myself, I am appreciative of how this tool has kickstarted our fairly-new Customer Success department and made us much more organized and knowledgeable as a customer-facing entity. Their customer success/support teams are excellent as well - which is to be expected. We've felt very well taken care of since we became customers of ClientSuccess.
    ClientSuccess could improve their integration with Salesforce and other popular software for a more cohesive user experience. I believe ClientSuccess could also grow in accommodating for different SaaS business models - right now the playbooks they provide are very standard and don't necessarily conform to the diversity of our organization and its various products/needs. ClientSuccess could improve their integration with Salesforce and other popular software for a more cohesive user experience. The performance of the tool (how quick it responds and syncs and bugs) could be improved as well - but I guess that could be said of any great software app!

  • Stephanie WaltonClient Success Manager
    Review
    3.5

    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.
    I think the more clients you have, the more useful CS can be as a tool to track and utilize its project management capabilities. It's probably less useful if you don't have many clients as the manual process to input some of the essential information may be tedious. In terms of collaborating across Sales and CX, I think CS is useful in getting these groups on the same page and setting goals you can track to together as well as keeping in mind critical contract data.
    "Engagement" tool that tracks emails (easy reference to current state and history for things that may otherwise get lost in inboxes) Salesforce integration: I like that data from Salesforce is fed into my CS client page & there's a quicklink to Salesforce directly if I need more info "MyTeam" "My Company" , etc>>Sorting capabilities allow for easily drilling down content you want to see for clients & the ability to view status in one place
    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)

  • Cameron KinneyDirector of Customer Success
    Review
    4.0

    Our team had previously been using Hubspot CRM as a way to manage client contracts in combination with Trello for simple client progress mapping, and Client Success has eliminated the need to use either of them for client management. Hubspot is designed more for sales processes and was missing a way for our team to get an accurate view of our clients and their details. In a similar manner, Trello is designed more for task and project management and didn't provide the detail orientation we needed.
    Client Success is well suited to both growing and established companies who know what they want and need to track for their clients. With the broad ability to support numerous accounts, have multiple users, and its custom success cycles to map a clients progress, it would be a great solution for any Client Success team. I think that teams that are unaware of what they need to track wouldn't find Client Success as useful, and organizations that require a large number of custom client descriptions and variables would find certain limitations a barrier to successfully using this tool.
    Client Success allows our team to create the custom variables that we need to accurately describe and categorize our clients. This was something that was missing in our past tools, and it is extremely helpful for our team. Their notification and alert system help both myself and my team stay on top of meaningful triggers and tasks. The great thing is that you are able to customize when you receive a notification, as well as who else on your team should be included. Our company utilizes multiple contract types and income models, and Client Success has allowed us to track all of them in one location while also producing valuable reports based on each category.
    There are limitations on their suite of integrations. Currently, the support channel that we use (Groove) is not an available integration, so it limits our team's ability to gain insight into support tickets without channel switching. The reporting in Client Success is robust, but fairly rigid and doesn't allow for fully custom reporting based on certain custom variables. There is not the ability to produce a report based on client forecasting which makes certain board facing reports more manual.

Capterra
4.2
Top Comments by Capterra
Comments
  • Verified Reviewer
    Review
    5.0

    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.
    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.
    Occasionally, it felt like there were too many features available for tracking data. Ordinarily, I wouldn't call this a negative element, but if you try and utilize all of the features available to you making data updates can feel a bit overwhelming. I've seen that too many features can actually suppress your cadence for updates because it feels like too much work and will have the opposite of the intended effect, so be careful with that.

  • Clint J. K.Sr. Manager, Customer Success
    Review
    4.0

    I've really enjoyed using CS - I've used it now for about 6 years and they've been great to work with.
    Salesforce did not give our CS org the ease of use and insight we needed at the time for tracking customer engagements.
    I really like the ability to track engagements with customers and the Pulse of our customers. It allows for an easy view of where my accounts are and their status. I also love the feature that allows my emails to/from customers can sync within CS engagements, ensuring communication is never lost when a CSM moves on from that account. I also really like the SuccessCycles, this has been most beneficial for new customers, onboarding processes for CSM's to follow as well as cycles of customers that have admin turnover or that are at risk.
    I'd like to see the continued improvement around automation. The ability to get more out of the software, communicate, email customers that are beyond our day to day reach. Sometimes the data seems to not be sticky, we've had some issues with pulses not staying updated accurately, etc.

  • Holly S.Customer Success Manager
    Review
    4.0

    Generally, I think it is a really useful tool, however, I would like to see improvements to its general functionality and speed, including support.
    I really like how it automatically links with my inbox, meaning I save so much time instead of having to manually add every email correspondence into Client Success. I also like being able to personalise what I see on my dashboard and the ease of use of the success cycles and pulses
    One thing I would improve is how often you have to re-log into the platform - if you have not used the tab in some time, it will log you out, meaning I can end up having to log in several times within a day, which can be time-consuming. I would also find it beneficial to have the main tiles regarding customer information easier to use and access, as it sometimes isn't clear and editing them can be quite longwinded. Hearing about new updates or features with training would also be beneficial, to make sure I am utilising it fully.

  • Matt M.CSM
    Review
    4.0

    Overall, the experience has been positive and I really appreciate how easy it is to track Client interactions so that no matter the changes we experience in our personnel, the company always has a book of record for those client interactions so that it doesn't always feel like introducing a new CSM that has to go through all of the traditional discovery questions.
    This is a very intuitive software to use for tracking interactions with Clients and making updates. I especially like the integration with Gmail that automatically tracks all email threads with the clients so that anyone accessing the account can immediately catchup on the latest in our Client interactions. Awesome integration.
    The ability to set reminds and followup tasks could be easier to use and understand.

  • Sarah Jane G.Strategic Success Manager
    Review
    5.0

    ClientSuccess makes it easy to manage client information and data, and house it all in one place. Its interface with other internal software used, to include Google Mail, helps to keep a live and up to date record of all client information and contact, making it easy to see relevant and important information quickly. The Customer Service is excellent - very friendly and helpful.
    ClientSuccess allows me to capture all relevant client information in one place so that it is easy to find and is easily managed. I particularly like the reporting ability and the syncing of emails with client contacts. It creates one source of truth for client information. The Customer Service is also excellent.
    There is nothing to date that I like least about this software.

  • Mike H.Director of CS
    Review
    4.0

    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.
    ClientSuccess has a very simple and intuitive UI making it easy to set up workflows to organize your work and keep CS team efficient.
    Sometimes updates don't sync. Several times I have updated data on an account, such as the client name, only to find it revert to the previous name after I've saved. It is also hard to integrate in a way where we can get clear usage metrics into CS from our software to better diagnose risk and expansion opportunities.