ChurnZero

Score9.6 out of 10

312 Reviews and Ratings

What is ChurnZero?

ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.

ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer Success AI™ support engagement with customers and lead them to value. The platform offers journeys, health scores, survey tools, segmentation, plays, reporting, real-time alerts, walkthroughs, and collaboration centers, and integrates with the user's CRM and tech stack.

Categories & Use Cases

Media

an overview of ChurnZero's customer success AI. It is used to automate content creation, turn scattered data into clear insights, and track customer sentiment. The tools offer deeper visibility, better engagement, and more time to focus on building lasting customer relationships.

an overview of ChurnZero's customer insights, which provide a real-time, 360° view of every customer. These are used to track engagement, monitor health, and drive action without guesswork.

an overview of how ChurnZero guides customers through key milestones, providing real-time visibility into their progress, and collaboration on personalized success strategies.

how ChurnZero keeps customers informed and engaged. With in-app communications, WalkThroughs, and Success Centers, customer success agents can deliver targeted messages, guide users through key features, and provide on-demand resources—all without disrupting their workflow.

how ChurnZero defines Data-driven automation = The right actions, for the right customers, at the right time. ChurnZero helps automate key touchpoints, jumpstart engagement with templates, and stay informed with instant updates.

how ChurnZero helps to predict risks, seize opportunities, and drive revenue growth. ChurnZero provides real-time insights to identify at-risk accounts, track key trends, and forecast revenue with precision. This helps agents to proactively manage churn, uncover expansion opportunities, and make data-driven decisions that fuel long-term success.

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Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Category average: 8.7
NPS surveys
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
Category average: 9.3
Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Category average: 8.9

Dashboards
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Category average: 9
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Category average: 8.1
Sponsor tracking
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
Category average: 8

Andrea Hall View profile

Director of Customer Success in Customer Service at FormAssembly Inc (51-200 employees employees)

Use Cases and Deployment Scope

Manage customer relationships from a dedicated CSM perspective to a scaled digital team, and everything that is encompassed in that.

Pros

Automation in reaction to customer accounts & product behavior
customized personal views of what is important to each person
Reporting and dashboards

Cons

AI
call recording and data from those calls

Return on Investment

We’ve been able to allow CSMs to focus on what’s important

Usability

Alternatives Considered

Gainsight CS

Other Software Used

Salesforce Sales Cloud, Rocketlane, Absorb LMS

JR Austin View profile

Customer Success Manager in Customer Service at AxisCare (51-200 employees employees)

Use Cases and Deployment Scope

My team uses ChurnZero to monitor and action against Customer Churn. It is integrated with our Software so we can see when users are in our system and what kind of features they are using/underutilizing.

I particularly use the CS AI tool to compose emails for me. Segments are created and alerts built around those.

Pros

Segments/Alerts
CS AI
Playbook

Cons

Email signature
View area

Return on Investment

Automation
Time Savings

Other Software Used

Microsoft 365, Slack, Zendesk Support Suite, HubSpot CRM

Usability

Verified User

Director in Marketing (501-1000 employees employees)

Use Cases and Deployment Scope

We use ChurnZero in our organization to understand the usage data across all our 3000+ customers, analyzing usage trends at individual contact and company level and also identify how we can prevent customer churn and retain customers. Our scope of use case is limited to our paid customers who enter on a minimum 1 year contract with us.

Pros

Trends on usage data is intuitive
Integration with CRM Salesforce is seamless
The platform itself is very easy to understand and interpret.

Cons

More AI-powered intel can be generated
Licensing structure can be made a bit simpler
Better communication on upcoming product features, roadmaps

Return on Investment

Better customer usage visibility
Better retention
Higher ROI

Usability

Alternatives Considered

Freshdesk and Intercom Suite

Other Software Used

Apollo.io, Calendly, Semrush, Postal

Verified User

Manager in Customer Service (51-200 employees employees)

Use Cases and Deployment Scope

We use ChurnZero on a day by day basis! We measure our customer's health, we have created journeys and plays to automate processes and measure initial adoption and the list goes on. We have been using ChurnZero for almost 3 years and it has been a game changer!!

Pros

Automates processes and communication for our digital accounts!
Measures adoption of our product within the first year!
Helps us track accounts at risk way ahead of renewals to try and get in front of churn!

Cons

Dashboards can be a little tricky to build.
I would love OR criteria in segments.
I also wish that when updating field names in ChurnZero (CZ), it would sync the label name update instead of leaving the API name.

Return on Investment

It has allowed us to get in front of churn, leading the higher GRR.
Our NPS results have increased dramatically.
It has given time back to the CSM's in their day, automating many tasks and emails for them.

Usability

Alternatives Considered

Gainsight CS

Verified User

Account Manager in Customer Service (501-1000 employees employees)

Use Cases and Deployment Scope

I love using ChurnZero because it really tracks the clients progress and helps with being able to save clients! It shows you a breakdown of each client and helps you navigate each individual client!

Pros

Customer Tracking
Notifications
Success

Cons

Reports Saving
Easier navigation

Return on Investment

Retaining Clients
Client improvement

Alternatives Considered

ChurnZero

Other Software Used

Microsoft 365

Gainsight CS

Totango

ClientSuccess

ChurnZero

What is ChurnZero?

Categories & Use Cases

Media

Key Features

Top Performing Features

Help desk / support tickets

NPS surveys

Role-based user permissions

Areas for Improvement

Dashboards

Revenue forecasting

Sponsor tracking

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

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