ClientSuccess Reviews & Product Details

Honestly, nothing stands out. It looks and works like a SaaS tool from 2010, which I could live with, but the UI seems like it’s trying to cater to too many different types of users at once. As a result, everything feels cluttered and messy. Review collected by and hosted on G2.com.

For a tool which is so important for your GTM is is surprisingly difficult to integrate with tools like Hubspot. The "solution" to embed another product Workato and call this an integration is ridiculous. I can't do anything unless some employee finds the time to build these spaghetti workflows in Workato so my ClientSuccess can sync to Hubspot. It's a joke, they outsourced their entire integration to another product and it's completely unusable by me or my colleagues. Review collected by and hosted on G2.com.

Adding ClientSuccess to our process was a game-changer! I especially appreciate the flexibility we have with creating custom fields and then reporting off of them. It has created so much more efficiency in capturing the metrics that we need. I also love that it has given our teams the ability to see correspondence with the customer regardless of who within our team they were talking to. Review collected by and hosted on G2.com.

We also use the Baton feature with CS and would appreciate more fluidity between the systems like shared custom fields or the ability to customize the Baton module view for easier access to information Review collected by and hosted on G2.com.

I love the engagement integration with Outlook. I am able to scan before customer meetings and make sure I know what the latest interactions have been. Review collected by and hosted on G2.com.

I would love to be able to connect to inforCRM. Review collected by and hosted on G2.com.

ClientSuccess doesn't take a degree to use and their webinars are stellar! I'm in the product every day and rely heavily on it for my daily routine. Review collected by and hosted on G2.com.

As with any technology there are glitches that need to be looked at. I also don't like that I have a limit on how many active goals I can have for a client. Review collected by and hosted on G2.com.

I love the organization of this tool and the ability to manage client health so granularly. Review collected by and hosted on G2.com.

The UI could be slightly more simple but overall it works well. Review collected by and hosted on G2.com.

ClientSuccess is user-friendly and configuration is relatively simple, so it's easy to get up and running quickly. Account details are laid out really well, which allows leadership teams to find what they need easily. The solution helps track and manage multiple facets of a client relationships including contract details, health, tasks, meeting notes, and risk. One-to-many communications are easy to configure and time-saving for our team. Beyond the solution, ClientSuccess sets the bar in client care. We're fully supported by the team, including our CSM, Support, Product, and Sales - they're always collaborative and eager to grow with us. Review collected by and hosted on G2.com.

I wish the tool had more customization options. For example, the NPS survey is limited to a score and a comment, but we ask additional questions in our NPS survey program. It would be great to house all of that data within ClientSuccess instead of relying on other survey tools. Another example would be engagements - not a lot of options for adding fields to call notes, meetings, etc, which can be limiting in how we use them. Review collected by and hosted on G2.com.

I can best support my customers through their tools! I rely heavily on success cycles, pulses, custom tracking fields, and the calendar integration. Review collected by and hosted on G2.com.

Nothing I can think of at this time, they are a joy to work with. Review collected by and hosted on G2.com.

As a CS leader who has been a former CSM/Sr.CSM, I've always wanted the ability to track and share visibility on the customer items that historically weren't quantifiable: the gut feelings, seemingly 'off' primary contacts, and everything else unrelated to platform product use, adoption, or overall penetration and sentiment within their organization. CS has a feature which does just that! Not only does that make a HUGE impact from a leadership perspective, but it allows for another piece of the puzzle to be considered when you desire to understand holistic customer health. Their development team is open to feedback and suggestions which has further enabled both me and my team to drive product growth. As a leader who also values customer-led-growth, this is appreciated! CS is making strides to ensure their product becomes a critical part of our service and success; adoption and understanding use cases is imperative to your own success and ideally, one can reach a point where their CS team lives and breathes inside of their solution; and use it to dictate priorities and schedule. Review collected by and hosted on G2.com.

Objectively, there isn't a way to scale this product for an immature service or organization; you should already have a big picture (and specific needs) of the outcome you are seeking and how you need to accomplish this. While they do have suggestions for playbooks and individual feature setup/settings, if you don't understand your customer base or the gaps you need to address (like my predecessors), it's unlikely that the product will be easily adopted or implemented in a way which enables you to grow and succeed. This was my initial hiccup and view of the product, it wasn't easy to use, was overly complicated with unnecessary tasks, and wasn't set-up to measure, automate, or otherwise function as needed. I basically had to rebuild our entire integration (with the help of CS!) to enable my team to get value from the product. Ideally, I'd love to see ways to embed my custom-built reporting visuals and tools inside the platform to both scale accessibility and avoid manual maintenance of those reports (running prior months reports and adding to the existing datasets regularly) as well as ways to automate CS processes and tasks which currently are not accommodated through the platform. Review collected by and hosted on G2.com.

the platform has good potential but many bugs and not mature enough Review collected by and hosted on G2.com.

Many bugs, many issues, relly bad customer service, no assistance in non-us time zone. Review collected by and hosted on G2.com.

Easy Onboarding Process / Success Cycles / Success Scores / Reporting Review collected by and hosted on G2.com.

We have not discovered any dislikes while using Customer Success Review collected by and hosted on G2.com.