ClientSuccess Reviews and Ratings

Rating: 8.4 out of 10

Score

8.4 out of 10

Community insights

TrustRadius Insights for ClientSuccess are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Simple and Easy-to-Use Interface: Many users have found the user interface of Client Success to be simple and easy to use, with a friendly design that was quickly learned. This has been appreciated by several reviewers who mentioned how they were able to navigate the platform without much difficulty.

Effective Customer Success Support: Several users have had positive experiences working with the customer success and support teams of Client Success. They have appreciated the prompt response of the customer service team in addressing any questions or challenges faced during the onboarding process. This has helped users feel supported and confident in their use of the software.

Comprehensive Solution for Client Management: Users have praised Client Success for providing a comprehensive solution for managing clients. The platform offers features such as email automation, pulse collection, automated emails and rules, and a Success Score feature that helps grade customers based on custom fields and usage data. These functionalities have allowed users to easily track client progress, prevent churn, and identify upsell opportunities all within one convenient dashboard.

Reviews

18 Reviews

Taking it to the next level

Rating: 8 out of 10

Incentivized

December 12, 2019

Use Cases and Deployment Scope

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.

Pros

Email automation was great because it integrated with current lists to easily send out.
Alerts have become a staple at reminding our agents to stay on task and show empathy.

Cons

The support view takes a few steps to get to the meat and potatoes.
The success score model can be improved to include smaller one-off campaigns. Success score is good for a campaign that has existed for a while but not for the one-off projects.

Likelihood to Recommend

ClientSuccess suited us well for email automation. This saved loads of downtime for our agents. The automated system sends information to the customer recapping and telling the customer of action items. This cuts out time that the agent would have to send that themselves. The success score was less appropriate on smaller one-off campaigns. Sometime clients will ask us to try a pilot and it was hard to integrate the success score model there.

Vincent Springer

Regional Director in Corporate at RDI Corporation (1001-5000 employees)

Vetted Review

1 year of experience

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ClientSuccess Is Great for Out of the Box Customer Success Management

Rating: 7 out of 10

Incentivized

November 21, 2019

Use Cases and Deployment Scope

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.

Pros

Out of the box phases of client management.
Client support and guidance.
Easy to use interface.
Easy to track the progress of clients.

Cons

Easy integration with other systems.

Likelihood to Recommend

For smaller companies, ClientSuccess is an excellent tool at a reasonable price to help maintain and manage client relationships and progress. For larger companies, if it doesn't seamlessly integrate with other systems, it can be challenging to use as a stand-alone product. It was helpful as we developed the foundation of our customer experience team.

Verified User

Director in Customer Service (11-50 employees)

Vetted Review

1 year of experience

Helping us become proactive and scale!

Rating: 9 out of 10

Incentivized

August 7, 2019

Use Cases and Deployment Scope

ClientSuccess is being used by our Client Success and leadership team to keep track of all moving pieces of our client relationships. We use this daily to track client lifecycle and health leading to a more proactive team.

Pros

Ties together different pieces of information such as usage, costs, tasks, and health all into one place for easy comprehension.
Helps me manage the ClientSuccess team and see what needs to be done client by client before churn.
Provides an opportunity to scale our processes by applying playbooks (SuccessCycles) to each client.

Cons

More flexibility on the usage that is shared to the platform without having to manipulate anything on our end first.
Great reporting on Client Pulse (a manually set health metric per client) and would love to see even more reporting on overall health scores (success scores) that tie in additional information.

Likelihood to Recommend

This platform is extremely useful in creating customer playbooks and allowing our team to scale! Before we were using manually updated excel documents that lived all across our company's drive folder. By centralizing client-specific details the entire company can be on the same page. This is also great at creating a client health score that is updated each morning when I log in to see how our clients are doing and help identify areas that need my attention before it's too late.

Samantha Berquist

Senior Client Success Manager in Customer Service at KnowledgeHound (11-50 employees)

Vetted Review

1 year of experience

Highly Recommend this INCREDIBLE product to ALL CSM'S

Rating: 10 out of 10

Incentivized

July 21, 2019

Use Cases and Deployment Scope

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.

Pros

Pulse - It is so nice to collect the pulses of my client to know if they are healthy or not. I base a lot of my interactions with clients off of pulse. It shows me how many days it's been since I last had a pulse check on someone and from there I can see if I need to reach out or not.
Automated Emails - It's so comforting to know that my clients are being communicated to when I haven't thought to reach out to them. I have set up a lot of automated emails and rules for when they should go out and I've had a lot of clients get in touch with me from it that need.
Success Cycles - It has allowed me to set up success cycles for the clients. Because of this, I know exactly how to train them and exactly where they're at in the training process.

Cons

Score Card - Our company has multiple products that our clients use. There is only the option for one score card so it's hard to get an accurate health score because it's all based on one score card. It would be nice to have multiple score cards like we have multiple success cycles.
Emails - It would be nice to be able to send emails from the platform. Also having more freedom in setting up email automation to what rules YOU want not the ones they set for you.
Usage - we aren't able to track usage because we have multiple products. It would be nice to be able to integrate all products and be able to track usage from the platform.

Likelihood to Recommend

ClientSuccess has the best customer success/support I've ever come across. They are extremely attentive about our success and are willing to help with anything I need help with Sam Feil is exceptional at his job ad really takes his time to make sure you are successfully using the product. It is well suited as a CRM for Customer Success Roles- I wouldn't use it as the main CRM for everyone in the company because it's specific to the role of a CSM, not a sales rep.

Kylie McDonald

Customer Success Director in Customer Service at Tuple (1-10 employees)

Vetted Review

1 year of experience

A great product for memberships and networks

Rating: 10 out of 10

Incentivized

July 21, 2019

Use Cases and Deployment Scope

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.

Pros

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.

Cons

The only update I would like to see is the ability to reuse success cycles. Once you use a success cycle, you must remove it from the account and apply it again. It would be great to reuse the cycle so we can maintain all of our notes while clients go through the same account management process each year.

Likelihood to Recommend

I think this is a great tool for any organization that reoccurring revenue - ie. Memberships, Networks etc. If you have a number of one-off contracts, it may not be the best suited for your need but, you could still make do. It's also great for organizations who have clear consistent processes in place once you bring on a new account.

Matt ONeill

Chief Experience Officer at Beyond Insurance (1-10 employees)

Vetted Review

2 years of experience

View profile

Great solution for a growing company/team

Rating: 10 out of 10

Incentivized

July 20, 2019

Use Cases and Deployment Scope

<div>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.</div><div>

</div><div>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.

</div>

Pros

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.

Cons

Plug-ins to measure cash/payment cycles.
Reporting that goes year-over-year.

Likelihood to Recommend

<div>Well suited for:</div><div><ul><li>Onboarding management.</li><li>Team management for directors.</li><li>KPI setting and evaluation.</li><li>The setting of key steps needed to be performed in each stage of the customer lifecycle.</li><li>Success evaluation of accounts.</li><li>Measurement of activities for each customer.</li><li>Reporting.

</li></ul></div>

Christian Kuehne

Director of Customer Success in Corporate at Game Plan (1-10 employees)

Vetted Review

1 year of experience

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ClientSuccess truly leads us to help in a client's success

Rating: 9 out of 10

Incentivized

July 20, 2019

Use Cases and Deployment Scope

ClientSuccess is the main software platform our Customer Success team utilizes. It has helped us to streamline so many of our previously inefficient account management tactics. It allows us to track our customer interactions (emails, calls, personal), renewal progress updates, understand the needs of our customers at a deeper level by using data to track our KPIs and create/keep track of to-dos to keep the customers on target.

ClientSuccess provides the tool necessary for our team to keep track of each of our accounts on an individual basis in a detailed way never before possible and allows us to stay focused and up-to-date on the over-arching customer outlook in terms of renewals and success cycles.

Pros

Renewal tracking/Reporting - in Customer Success this is one of the main KPIs of our industry & the way the software platform is designed allows us to easily present this important information to our CEO. The way the data is pulled so easily & in such a visual way allows us to share information that is very important to the company as a whole.
Tracking of Customer Interactions - having email integration, the ability to track notes of calls, etc. allows me to easily reference for future interactions. This is KEY to someone who manages 30+ accounts and keeping track of what each customer's concerns or plans are.
"Success Score" - having a way to "grade" our customers based on custom fields, embedding usage data with that score, and being able to track when customers are slipping or doing well. As customers constantly fluctuate this allows our team to be alerted of and try and stay ahead of any underlying issues.

Cons

It takes awhile to onboard everything into the platform to make it custom to your company, for instance, still working on our side to get the usage of our system piped into ClientSuccess to get that information real-time & applied to the Success Score.

Likelihood to Recommend

It is extremely well suited for a company like ours where each Customer Success Manager manages a lot of different customers and even has the added difficulty of some workers working remotely. It keeps us on track and in sync for how we handle each phase of the customer journey.

Shannon Kenedy

College Athletics Customer Success Manager in Customer Service at Game Plan (11-50 employees)

Vetted Review

1 year of experience

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Good software - Exactly what we need and nothing more.

Rating: 8 out of 10

Incentivized

April 25, 2018

Use Cases and Deployment Scope

Currently my team is using ClientSuccess to keep track of customer engagements, and get alerts based on actions/inactions, allowing us to:

<ul><li>1. Be more proactive in servicing our customers</li><li>2. Get a holistic picture of account health</li></ul>We are working on running our renewals process/playbooks through ClientSuccess, while also running forecasting out of the system, too.

Pros

UI - the tool is simple and easy to use. For the most part, everything works as expected
Team - the CS and support teams are great to work with
CSM DNA - the team has a great DNA and experience in customer success, which shows in their product.

Cons

ClientSuccess could have a stronger health score capability.
ClientSuccess' success cycles do not have dates/timelines that automatically adjust so that if one timeline gets shifted, everything "should" move, but it does not.
The salesforce integration could be stronger.

Likelihood to Recommend

ClientSuccess is great for teams who need to standardize processes and need a high-level view of how a customer is performing, where they are in the lifecycle, and how a customer should be serviced. It's suitable for teams and leaders who want all access to all information.

Where it is less appropriate is for larger account management where you may have many business units under one larger account umbrella.

Jesse Brightman

Head of Customer Success in Customer Service at stensul (11-50 employees)

Vetted Review

1 year of experience

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Client Success a go!

Rating: 8 out of 10

Incentivized

April 24, 2018

Use Cases and Deployment Scope

ClientSuccess is leveraged by not only multiple layers within the Customer Success team, but used by product and sales teams as well. From a business perspective, it allows us to have a single snapshot of our accounts from renewals, to usage, to contacts, to zendesk tickets, etc.

Pros

Top line account usage
Customer engagement / communication tracking
Account health

Cons

Renewal management

Likelihood to Recommend

It's well suited as a mechanism to assist in operationalizing Customer Success within a team. It gives you the tools / modules to ensure you're properly set up for success with your customers.

Adam Kuznia

Chief Customer Officer in Customer Service at DataCamp (51-200 employees)

Vetted Review

2 years of experience

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Affordable, robust solution for client management!

Rating: 10 out of 10

Incentivized

April 19, 2018

Use Cases and Deployment Scope

We currently use ClientSuccess to manage our private client network. We previously did not have a systematic way of tracking correspondence, engagement, or subscriptions and ClientSuccess solved all of those problems. I reached a number of products and found that this service was reasonable in cost and was very easy to implement. The whole process from introduction to up-and-running went very smoothly with the help of our efficient account manager.

Pros

Allows you to search and sort easily with filters.
Has a great "to-do" feature that lets you assign tasks to different team members.
Easily helps keep the "pulse" of your clients so you can get real-time feedback on where you are with each account.

Cons

I'd like to see the expansion of the reporting feature. The more ways to slice & dice data, the better!
I'd also like to see the integration of mass email messaging with Outlook. It's something that's in beta-form that I'm looking forward to utilizing.
Potentially integrate an accounting feature to invoice directly from the system.

Likelihood to Recommend

Great for accounts that go through a sales and then onboarding cycle. The best feature is how the account can be automatically updated to start the next phase of your engagement. It's also great for clients that are on a subscription basis. I really like that you can also denote who are "key contacts" so each team member knows who to reach out to.

Ashley Correll, CMP

Chief Operating Officer in Professional Services at Beyond Insurance (1-10 employees)

Vetted Review

1 year of experience

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Reviews and Ratings

ClientSuccess truly leads us to help in a client's success

Rating: 9 out of 10

Incentivized

July 20, 2019

Use Cases and Deployment Scope

Pros

Renewal tracking/Reporting - in Customer Success this is one of the main KPIs of our industry & the way the software platform is designed allows us to easily present this important information to our CEO. The way the data is pulled so easily & in such a visual way allows us to share information that is very important to the company as a whole.
Tracking of Customer Interactions - having email integration, the ability to track notes of calls, etc. allows me to easily reference for future interactions. This is KEY to someone who manages 30+ accounts and keeping track of what each customer's concerns or plans are.
"Success Score" - having a way to "grade" our customers based on custom fields, embedding usage data with that score, and being able to track when customers are slipping or doing well. As customers constantly fluctuate this allows our team to be alerted of and try and stay ahead of any underlying issues.

Cons

It takes awhile to onboard everything into the platform to make it custom to your company, for instance, still working on our side to get the usage of our system piped into ClientSuccess to get that information real-time & applied to the Success Score.

Likelihood to Recommend

Shannon Kenedy

College Athletics Customer Success Manager in Customer Service at Game Plan (11-50 employees)

Vetted Review

1 year of experience

View profile