Customer Success
Best Customer Success Platforms for B2B SaaS
Retain customers, drive adoption, and grow revenue with the right customer success platform. These tools help you proactively manage customer relationships at scale.
Customer Success in B2B SaaS
For B2B SaaS companies, customer success is not just a department - it is a growth engine. With subscription revenue models, retaining and expanding existing customers often delivers better ROI than acquiring new ones. The right customer success platform helps you scale proactive customer management.
Core Customer Success Capabilities
- Health Scoring: Combine product usage, support tickets, NPS, and other signals into a unified customer health score.
- Playbooks: Automated workflows that trigger based on health changes, lifecycle stages, or specific events.
- Customer 360: Unified view of customer data from your CRM, support, product, and billing systems.
- Expansion Management: Identify and manage upsell and cross-sell opportunities.
- Risk Detection: Early warning systems for potential churn.
- QBR Management: Tools to prepare and track quarterly business reviews.
CS Platform + Email Marketing
Your customer success platform should integrate tightly with your email marketing. When Sequenzy powers your customer communication:
- Health score changes can trigger targeted email sequences
- At-risk customers receive proactive outreach
- Expansion opportunities trigger upsell campaigns
- Onboarding progress triggers the right follow-up emails
Choosing the Right Platform
Enterprise (500+ customers, dedicated CSMs): Gainsight provides the depth and customization needed for mature CS organizations.
Mid-Market (100-500 customers): Totango, ChurnZero, or Vitally offer strong capabilities without Gainsight-level complexity and cost.
Early-Stage (Under 100 customers): You may not need a dedicated CS platform yet. A combination of your CRM, product analytics, and Sequenzy for customer communication can work well until you scale.