ClientSuccess Information Reviews & Insights

Score8.4 out of 10

34 Reviews and Ratings

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.

ClientSuccess Reviews

8 Reviews

InformationComputer Software5Internet3

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 (Computer Software, 1-10 employees)

Vetted Review

1 year of experience

Great solution for a growing company/team

Rating: 10 out of 10

Incentivized

July 20, 2019

Use Cases and Deployment Scope

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.

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

Well suited for:

Onboarding management.
Team management for directors.
KPI setting and evaluation.
The setting of key steps needed to be performed in each stage of the customer lifecycle.
Success evaluation of accounts.
Measurement of activities for each customer.
Reporting.

Christian Kuehne

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

Vetted Review

1 year of experience

View profile

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 (Computer Software, 11-50 employees)

Vetted Review

1 year of experience

View profile

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:

1. Be more proactive in servicing our customers
2. Get a holistic picture of account health

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 (Internet, 11-50 employees)

Vetted Review

1 year of experience

View profile

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 (Computer Software, 51-200 employees)

Vetted Review

2 years of experience

View profile

ClientSuccess - Easy to use app to track happiness of many customers

Rating: 8 out of 10

Incentivized

June 5, 2017

Use Cases and Deployment Scope

ClientSuccess is being used by our Customer Success team. We use it to track our customers on many levels including contract size, perceived happiness, key contacts, and renewal dates. Senior management reviews and provides assistance for customers that need help. We are asked to update information about our customers at least once a month.

Pros

The product is easy to use with only a small amount of training
I like the "My Clients" view that gives a quick snapshot of all of the important information about my clients
I like how the "Pulse" functionality guides the user to give a status of the customer happiness and key reasons for that status

Cons

The Success Cycle functionality is a little cumbersome and difficult to use
The integration with Salesforce needs work. Not sure if this is a product issue or the way we implemented the product

Likelihood to Recommend

We have had success tracking many customers at a high-level and using that tracking for resource allocation. We are not using it to track all communications with our customers, so I cannot speak to that functionality. We are using the integration to Salesforce and Jira, but we have just recently implemented so I do not have much experience with it.

Verified User

Director in Professional Services (Computer Software company, 51-200 employees)

Vetted Review

1 year of experience

"Have Success in Customer Success with ClientSuccess"

Rating: 10 out of 10

Incentivized

May 22, 2017

Use Cases and Deployment Scope

We use Clientsuccess for several different SaaS products within our organization, and have about 5 active users. Before ClientSuccess, we had extremely limited visibility on our customer engagement - all we were able to rely on to stay on top of our customer success initiatives were Salesforce fields, activities, and manual email logging. It was so time-consuming and manual keeping track of who to reach out to, and when, as well as viewing product usage and support tickets for each customer.

ClientSuccess Segments and Account pages have empowered us for those tasks, eliminating the manual Excel-sheet tracking and excessive SFDC fields. ClientSuccess Tasks and Renewals have helped us follow up with customers on schedule and keep us organized in our customer outreach and subscription management. We also have extended insight with the thorough reports that ClientSuccess offers, which is invaluable to our executive team.

Pros

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.

Cons

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!

Likelihood to Recommend

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.

Verified User

Employee in Customer Service (Internet company, 51-200 employees)

Vetted Review

1 year of experience

Tracking our Customer Journey with Client Success

Rating: 9 out of 10

Incentivized

April 12, 2016

Use Cases and Deployment Scope

I use Client Success to help track and report on all activities for all of our non-solutions customers. I track key contacts, touches, zendesk support tickets, Gmail emails, specified Salesforce fields, and contracts. It is solely being used by our customer success team (currently a team of 3). The business problem it solves is simplifying key metric reporting for account health on onboarding. It acts as our SOT for the customer success team.

Pros

Key integrations including SFDC, Zendesk, and Gmail. It allows our team to have a single view of the ALL the account activities for all of our customers.
It allows us to track the "customer journey" and better understand the metrics for each segment within the journey.
Easy reporting...the reporting functionality has enabled us to set some baseline metrics for our team to improve upon over time.

Cons

I wish the contract edits were more customizable.

Likelihood to Recommend

I feel, at this time, ClientSuccess may be suitable for a smaller organization, such as my company, Cloud Elements.

Cale Conry

Director of Customer Success at Cloud Elements (Internet, 51-200 employees)

Vetted Review

1 year of experience

View profile

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"Have Success in Customer Success with ClientSuccess"

Rating: 10 out of 10

Incentivized

May 22, 2017

Use Cases and Deployment Scope

Pros

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.

Cons

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!

Likelihood to Recommend

Verified User

Employee in Customer Service (Internet company, 51-200 employees)

Vetted Review

1 year of experience