Best software · Customer support
10 Best Customer Success Software of 2026
This list is for customer success leads at SaaS companies who need to track account health, see renewals coming and find expansion before the contract date. We compared documented features and published prices for 10 tools. Gainsight, ChurnZero, Vitally, Planhat and Custify are dedicated CS platforms; HubSpot Service Hub and Pylon add CS workspaces to a CRM or help desk; SmartKarrot, Akita and Accoil cover smaller budgets, from a $15,000 a year platform down to a free usage-scoring tool.
By the Mojolin research desk · Updated November 9, 2026 · 10 tools compared · Prices checked on vendor pages, latest November 9, 2026
Questions or corrections: editorial@mojolin.com
Mojolin is self-funded How we score
Gainsight is our top pick for large CS organizations: both plans include health scorecards, playbooks and digital journeys, and Enterprise adds renewal and expansion forecasting with sponsor tracking. ChurnZero is the best choice for mid-market SaaS teams that want AI agents for risk and expansion with control over what runs automatically. Vitally is the easiest modern workspace to adopt. If price matters most, Akita starts at $49 a month and Accoil has a free plan for usage-based scoring.
Top picks
Best overall
Gainsight
8.4 / 10
Large CS organizations that run high-touch and digital programs across thousands of accounts and need renewal forecasting.
Read the review →Runner-up
ChurnZero
8.3 / 10
Mid-market SaaS CS teams that want AI agents to surface churn risk and upsell signals inside their existing workflow.
Read the review →Also great
Vitally
8.2 / 10
B2B SaaS teams that want a modern CS workspace and a trial on their own data before they buy.
Read the review →Comparison table
| # | Tool | Pricing | Score | |
|---|---|---|---|---|
| 1 | Gainsight | Large CS organizations that run high-touch and digital programs across thousands of accounts and need renewal forecasting. | Essentials and Enterprise plans, priced on request (USD check pending) | 8.4 |
| 2 | ChurnZero | Mid-market SaaS CS teams that want AI agents to surface churn risk and upsell signals inside their existing workflow. | Pricing on request after a demo (USD check pending) | 8.3 |
| 3 | Vitally | B2B SaaS teams that want a modern CS workspace and a trial on their own data before they buy. | Tech-Touch, Hybrid-Touch and High-Touch plans, all priced on request (USD check pending) | 8.2 |
| 4 |  Planhat | SaaS companies that want sales, CS and services teams working from one customer data model. | Platform fee plus a minimum number of Core Users, billed annually upfront in USD; quote on request (USD check pending) | 8.1 |
| 5 |  HubSpot Service Hub | Companies already on HubSpot CRM that want CSMs working accounts next to sales and support data. | Customer success workspace from Professional at $100 per seat per month; Enterprise from $175; free and Starter plans lack the workspace | 8.0 |
| 6 |  Custify | Mid-size SaaS CS teams that want guided onboarding and no setup fees. | Pricing on request; no setup fees (USD check pending) | 7.9 |
| 7 |  Pylon | B2B SaaS companies that support customers in shared Slack or Teams channels and want support and CS in one tool. | Professional seats $89 per seat per month on an annual contract; Advanced $139; Account Intelligence add-on $10 per customer account per month | 7.8 |
| 8 |  Akita | Small SaaS teams that want health scores and playbooks for a low monthly price. | Small Teams $49 per month with 2 integrations and 2 full users; Growing Teams $99; Enterprise Teams $499; extra integrations or users $29 per month | 7.6 |
| 9 |  Accoil | Small B2B SaaS teams that want usage-based account health in HubSpot, Attio or Slack without buying a full CS platform. | Free plan; Growth $50 per month; Scale $300 per month; priced by monthly active accounts with yearly billing saving 17% | 7.5 |
| 10 |  SmartKarrot | B2B companies that run customer success and key account management together and want a published entry price. | Basic from $15,000 per year with 5 users; Growth, Pro and Enterprise by quote; all plans billed annually; Lite users $10 per user per month | 7.4 |
Scoring weights
Every tool gets three editorial scores out of 10, from vendor documentation, product pages and the published price. The overall score is the weighted average below, the same method on every list. Full method
The full ranking
Rank 1 · Best overall
Gainsight
A customer success platform with Customer 360, health scorecards, playbooks and, on Enterprise, renewal and expansion forecasting.
gainsight.com8.4
out of 10
Best for: Large CS organizations that run high-touch and digital programs across thousands of accounts and need renewal forecasting.
Gainsight is the most complete option for a CS team whose job is protecting and growing recurring revenue at scale. Both plans include Customer 360, health scorecards, playbooks, success plans, surveys, digital journeys and AI insights with automations, so a team can score every account and trigger plays from day one. Enterprise adds the pieces large SaaS companies ask for at renewal time: renewal and expansion forecasting, organizational mapping and sponsor tracking, plus company news on each account.
The trade-off is cost and setup weight. Gainsight publishes no prices, and Essentials includes 10 full users and 100 customers per user, so bigger books of business push you to Enterprise. Viewer licenses are unlimited on both, which helps when sales and finance need read access. Gainsight also sells product analytics, Skilljar customer education and community software, so teams that want one vendor for the whole post-sale motion can consolidate here.
Standout feature
Renewal and expansion forecasting with sponsor tracking, built into the Enterprise plan.
Use cases
Enterprise CS teams
Forecast renewals and expansion across the book of business
Outcome: A renewal number grounded in account health and sponsor coverage
Digital CS programs
Run digital journeys for low-touch accounts
Outcome: Scaled outreach without adding CSMs
CS operations
Track executive sponsors and org charts
Outcome: Earlier warning when a champion leaves
Key features
- Customer 360 with health scorecards, dashboards and surveys on both plans
- Playbooks, success plans and digital journeys for one-to-many programs
- AI insights and automations included on Essentials and Enterprise
- Renewal and expansion forecasting plus org mapping and sponsor tracking on Enterprise
- Add-on products for customer education (Skilljar), in-app guides and communities
Pros
- The widest feature set in this list for renewals, expansion and sponsor tracking
- Unlimited viewer licenses on both plans
- One vendor for CS, product analytics, education and community
Cons
- No public prices; both plans need a sales quote
- Renewal and expansion forecasting is Enterprise only
- Essentials caps included full users at 10 and customers per user at 100
Rank 2 · Runner-up
ChurnZero
A customer growth platform with AI-informed health, renewal forecasting and AI agents that flag risk and spot expansion.
churnzero.com8.3
out of 10
Best for: Mid-market SaaS CS teams that want AI agents to surface churn risk and upsell signals inside their existing workflow.
ChurnZero is built around the two numbers CS leaders report on: renewals and expansion. Its health model is described as AI-informed, drawing on what customers do in the product and what they say, and its renewal forecast is built from your own history. The Harbinger agent produces risk assessments in your team's own categories, and the Beacon agent flags expansion opportunities such as seat overage combined with a pricing question. Kit, the AI assistant, can answer questions about any account, create a segment of at-risk renewals and set up a Play for each CSM.
Control is a strong point: you decide per action and per segment when agents only suggest and when they execute, and each decision stays on the account. ChurnZero Connect lets agents run from outside AI assistants. Pricing is only available after a demo, and the agent builder and Call Coaching are marked as coming soon, so check what is live before you sign.
Standout feature
Separate AI agents for risk (Harbinger) and expansion (Beacon), with per-segment control over what runs automatically.
Use cases
CS leaders
Flag churn risk on renewals due in the next two quarters
Outcome: A segment of savable accounts with Plays assigned
Account managers
Spot seat overage and rollout signals
Outcome: Expansion offers raised before renewal
CS operations
Set which agent actions run automatically
Outcome: AI help with a clear approval trail
Key features
- AI-informed health built from what customers do and say
- Renewal forecast built from your own history
- Harbinger agent for risk assessments and Beacon agent for expansion opportunities
- Kit AI assistant that answers account questions, builds segments and sets up Plays
- ChurnZero Connect to run agents from the AI assistants your company already uses
Pros
- AI agents work on your own fields and segments, not generic scores
- You choose per action and per segment whether agents suggest or execute
- Every AI decision is logged on the account with who approved it
Cons
- No public pricing
- Kit agent builder and Call Coaching are listed as coming soon
- Agent features need clean product and CRM data to be useful
Rank 3 · Also great
Vitally
A customer success platform with health scores, project management, docs and AI summaries, sold in three plans with the same features.
vitally.io8.2
out of 10
Best for: B2B SaaS teams that want a modern CS workspace and a trial on their own data before they buy.
Vitally takes a simpler approach to packaging than most CS platforms: three plans named after the way you run customer success, Tech-Touch for one-to-many and product-led programs, Hybrid-Touch for mixed models and High-Touch for one-to-one coverage with unlimited full seats. All three include the same core features, unlimited automations, unlimited observer seats, single sign-on, the full integration library and unlimited docs.
Day to day, CSMs get health scores, NPS and surveys, project management for onboarding, note taking and AI summaries of each account, which Vitally positions as a way to prep for calls across a large book. Before buying, Vitally offers a trial sandbox with your own customer data, which is the best way to test whether its health scores match what your team sees. The weak spot is transparency: every plan says Request Pricing, so you will not know the cost until a sales call.
Standout feature
The same feature set on every plan, so you pick by CS model instead of by feature gate.
Use cases
Product-led SaaS companies
Run tech-touch CS across many small accounts
Outcome: Automated plays without paying for full seats
CSMs with large books
Prep for calls with AI summaries
Outcome: Less time researching each account
Onboarding teams
Track implementation projects next to health
Outcome: Onboarding status visible to the whole account team
Key features
- Health scores, NPS and customer surveys
- Project management and note taking in the same workspace
- Unlimited automations and unlimited docs on every plan
- AI account summaries for CSMs
- Full integration library and single sign-on on all plans
Pros
- Every plan gets the same core features; plans differ by CS model
- Unlimited observer seats for the rest of the company
- A trial sandbox loaded with your own customer data
Cons
- No published prices on any plan
- Unlimited full seats only on High-Touch
- Vitally puts average time to go live at 1.9 months, so plan for weeks of setup
Rank 4
Planhat
A customer platform that combines CRM, customer success and professional services, priced as a platform fee plus core users.
planhat.com8.1
out of 10
Best for: SaaS companies that want sales, CS and services teams working from one customer data model.
Planhat sells customer success as part of a broader customer platform: the same system offers a CRM for sales and account management, a customer success platform and a professional services tool. For a SaaS company where account managers own renewals and CSMs own adoption, that shared data model means one record per customer instead of syncing two systems. Every plan includes project and task management, dashboards, presentations, templated and advanced automations, native integrations, an open API and email and calendar sync.
Pricing combines a platform fee with a minimum number of Core Users, who get full edit access, while View Users are unlimited. Plans are billed annually upfront in US dollars, and euro or pound billing costs a conversion fee. A dedicated CSM is included once you pass a minimum annual spend, but tailored implementation is a paid extra. It suits teams ready to move CS and CRM work into one place; teams that only want health scores may find it more than they need.
Standout feature
CRM, customer success and professional services on one platform with unlimited view users.
Use cases
SaaS companies with account managers and CSMs
Run renewals and adoption on one customer record
Outcome: No hand-off gaps between sales and CS
Services-heavy vendors
Track implementation projects with the PSA module
Outcome: Delivery and health visible side by side
Executives
View accounts with free View User seats
Outcome: Wider visibility without extra licenses
Key features
- Customer success platform alongside CRM and PSA products
- Project management, task management and dashboards in all plans
- Templated and advanced automations
- Open API, native integrations and email and calendar sync
- Custom fields, field rules, custom pages and audit logs
Pros
- Unlimited View Users on every plan
- A dedicated Customer Success Manager is included above a minimum spend
- One data model for sales, CS and services teams
Cons
- No public prices
- Billed annually upfront only
- Onboarding and implementation services are sold separately
Rank 5
HubSpot Service Hub
HubSpot's service software, whose Professional and Enterprise plans include a customer success workspace with health scores.
hubspot.com8.0
out of 10
Best for: Companies already on HubSpot CRM that want CSMs working accounts next to sales and support data.
HubSpot Service Hub is a help desk first, but its Professional and Enterprise plans add a customer success workspace that gives CSMs a home for their book of business. In the workspace you build custom health scores, sort customers into health categories, review score distribution and track the average score over time, and Enterprise accounts can switch between score profiles. Service Hub adds NPS and CSAT surveys, AI call analytics and a beta deal progression feature for spotting upsell opportunities.
The main reason to choose it is the shared CRM: a CSM sees every ticket, deal stage and marketing touchpoint on the same record the sales team uses, with no sync to maintain. Professional starts at $100 per seat per month and Enterprise at $175, and HubSpot offers a 14-day trial. Dedicated CS platforms go further on renewal forecasting, journeys and product usage, so this is best for teams already running on HubSpot.
Standout feature
Health scores and a CSM workspace on the same CRM record your sales and support teams already use.
Use cases
HubSpot CRM customers
Give CSMs a workspace on the existing CRM
Outcome: No second system to sync
Small CS teams
Build a first health score from CRM and ticket data
Outcome: At-risk accounts sorted for weekly review
Support and success teams
Run NPS and CSAT surveys
Outcome: Feedback tied to the customer record
Key features
- Customer success workspace to manage a book of business
- Custom customer health scores, with multiple score profiles on Enterprise
- NPS, CSAT and customer feedback surveys
- AI call analytics through conversation intelligence
- Deal progression (beta) to spot upsell opportunities
Pros
- CSMs see support tickets, deals and marketing touchpoints on one CRM record
- Clear public per-seat pricing
- 14-day free trial of premium editions
Cons
- The customer success workspace needs Professional or Enterprise
- Fewer CS-specific features such as digital journeys and renewal forecasting than dedicated platforms
- Score profile selection is Enterprise only
Rank 6
Custify
A customer success platform for SaaS with Customer 360, health scores, playbooks, a customer portal and concierge onboarding.
custify.com7.9
out of 10
Best for: Mid-size SaaS CS teams that want guided onboarding and no setup fees.
Custify covers the core of a customer success program without the heavy setup that larger platforms need. Customer 360 pulls usage and lifecycle data into one view, health scores can combine metrics with a manual CSM rating, and custom alerts send a Slack message, email or notification when something changes. Playbooks automate repeat tasks, and an expansion and growth module highlights renewal, growth and upsell opportunities. CustifyAI adds churn risk, playbook help and account summaries, and a customer portal and surveys round out the platform.
Onboarding is a selling point: a concierge process takes teams through defining success, a developer guide, verification and training, with Custify aiming for about 4 weeks to go live, and there are no setup fees. Data sits in data centers in Germany, and the company holds ISO 27001 certification. Prices are not published, so ask for a quote early; support runs through in-app chat and email.
Standout feature
Concierge onboarding with no setup fees, aimed at going live in about 4 weeks.
Use cases
SaaS CS teams replacing spreadsheets
Automate check-ins and renewal reminders
Outcome: More accounts per CSM
EU-based companies
Keep customer data in Germany
Outcome: Easier data residency reviews
CS leaders
Combine product metrics and CSM ratings in one health score
Outcome: Risk calls backed by data and judgment
Key features
- Customer 360 with segmentation and lifecycle tracking
- Health scores, CSM ratings and custom alerts to Slack or email
- Automation playbooks and task management for CSMs
- Expansion and growth views for renewals and upsells
- CustifyAI for churn risk, playbooks and summaries
Pros
- No setup fees
- Concierge onboarding that aims to get you live in 4 weeks
- Data stored in Germany, with GDPR compliance and ISO 27001 certification
Cons
- No public prices
- Support is in-app and email
- Smaller analyst and partner footprint than Gainsight or ChurnZero
Rank 7
Pylon
A B2B support platform whose Account Intelligence add-on adds health scores, AI account notebooks and playbooks for CS teams.
usepylon.com7.8
out of 10
Best for: B2B SaaS companies that support customers in shared Slack or Teams channels and want support and CS in one tool.
Pylon starts as a B2B support platform for teams that answer customers in shared Slack and Teams channels, email and chat, and its Account Intelligence add-on turns that support data into a CS tool. The add-on includes a health score builder with segmented scorecards, a CSM Home view, an activity timeline and AI notebooks that pull summaries, tasks, open issues and analytics into one account page. AI fields create structured values such as churn risk, sentiment and lifecycle stage from conversations, and Ask AI answers questions using calls, tickets, CRM and product data.
Cost is easy to estimate: Professional seats are $89 per seat per month on an annual contract and Account Intelligence is $10 per customer account per month. That per-account fee adds up for companies with thousands of small customers, so it fits best with a few hundred higher-value B2B accounts. Teams that want CS without a help desk should choose a dedicated platform.
Standout feature
Health scores and AI churn-risk fields built directly on top of support conversations.
Use cases
B2B SaaS with Slack Connect support
Score account health from support conversations
Outcome: Risk spotted from the channel where customers talk
CSMs
Ask AI for a pre-renewal account brief
Outcome: Faster prep from calls, tickets and CRM data
Support and CS leaders
Run one platform for tickets and health
Outcome: One bill and one customer timeline
Key features
- Health score builder and segmented scorecards
- AI account notebooks, account memories and AI fields such as churn risk
- Ask AI over calls, tickets, CRM data and product usage
- Playbooks that trigger tasks when deals advance, tickets close or calls end
- Support across Slack, Microsoft Teams, email, WhatsApp and chat
Pros
- Support history and account health live in the same system
- AI fields turn unstructured conversations into structured churn risk and sentiment
- Pricing is public for seats and the add-on
Cons
- Account Intelligence is a separate per-account charge
- Seats require an annual contract
- Built around support first, so CS-only teams pay for a help desk
Rank 8
Akita
A lightweight customer success platform with account and contact health scores, segments, playbooks and 100+ SaaS integrations.
akitaapp.com7.6
out of 10
Best for: Small SaaS teams that want health scores and playbooks for a low monthly price.
Akita is the budget pick for small SaaS companies that need the basics of customer success without an enterprise contract. It builds account and contact health scores to your own rules, lets you segment customers with detailed filters, runs automated playbooks and gives each account a single view assembled from more than 100 SaaS integrations, including an Intercom sync. Dashboards, task lists, a calendar view, email alerts and metric history cover daily CSM work.
Pricing is public and simple. Small Teams costs $49 per month with 2 integrations, 2 full access users and 4 free read-only users. Growing Teams is $99 per month with 4 integrations, 4 full users and full API access, and Enterprise Teams is $499 per month with a dedicated success engineer. Extra integrations or users are $29 per month each. Akita does not document renewal forecasting or AI agents, so larger teams will outgrow it.
Standout feature
Health scores, segments and playbooks from $49 a month with free read-only users.
Use cases
Early-stage SaaS founders
Set up a first health score
Outcome: At-risk accounts flagged for $49 a month
Small CS teams on Intercom
Sync conversations into account views
Outcome: Support context next to health
Growing teams
Use the API to push custom data
Outcome: Health scores that include in-house metrics
Key features
- Account and contact health scores built to your own rules
- Segments with fine-grained filters on accounts and contacts
- Automated playbooks for repeatable processes
- 360 degree account view from over 100 SaaS integrations
- Dashboards, task management, calendar view and metric history
Pros
- The lowest paid entry price in this list at $49 per month
- Free read-only users on every plan
- Free onboarding session on Small and Growing Teams
Cons
- Small Teams includes only 2 integrations and 2 full users
- Full API access starts on Growing Teams
- No renewal forecasting or AI agents documented
Rank 9
Accoil
A product usage scoring tool that turns activity into account and user scores and sends them to your CRM, Slack and support tools.
accoil.com7.5
out of 10
Best for: Small B2B SaaS teams that want usage-based account health in HubSpot, Attio or Slack without buying a full CS platform.
Accoil is not a full customer success platform, and that is the point. It turns product usage into account scores, user scores and activation tracking, then pushes those signals into the tools a small team already runs: Slack, HubSpot, Attio, Segment, Intercom and Jira Service Management, with Salesforce available on request. AI summaries, calculated traits, custom segments and feeds help a founder or first CSM see which accounts are adopting and which have gone quiet.
Pricing is based on monthly active accounts, meaning customer accounts with at least one active user that month, with no event limits. There is a free plan with 3 seats, Growth is $50 per month and Scale is $300 per month, with yearly billing saving 17%. Accoil also offers paid consulting to design retention and expansion plays. Teams that need success plans, renewal forecasting or digital journeys will need a dedicated platform.
Standout feature
Account health scores from product usage, priced by active accounts with a free plan.
Use cases
Seed-stage B2B SaaS
Score accounts by product usage
Outcome: Health signals in HubSpot or Attio for free or $50 a month
First CS hire
Get Slack alerts when accounts go quiet
Outcome: Earlier outreach before renewal
Product-led teams
Track activation for new accounts
Outcome: A clear view of who reached first value
Key features
- Account scoring and user-based scoring from product usage
- Activation tracking and calculated traits
- AI summaries of accounts
- Destinations including Slack, HubSpot, Attio, Segment, Intercom and Jira Service Management
- Custom dashboards, segments and feeds
Pros
- A permanent free plan
- Priced by monthly active accounts with no event limits
- Pushes scores into the tools your team already uses
Cons
- Not a full CS platform: no renewal forecasting or success plans
- Salesforce as a destination needs a sales call
- Free plan limits you to 3 seats and 1 custom dashboard
Rank 10
SmartKarrot
A customer success and account management platform with health scoring, product analytics, playbooks and call intelligence add-ons.
smartkarrot.com7.4
out of 10
Best for: B2B companies that run customer success and key account management together and want a published entry price.
SmartKarrot pitches itself as a platform for both customer success and key account management, which suits B2B companies where the same team handles renewals, expansion and adoption. The product covers segmentation across accounts and users, product analytics to drive adoption and upsell, automated playbooks and alerts, and embedded BI for dashboards. Its AI layer includes SmartOps for trend insights and recommendations, and SmartKonversation transcribes calls and triggers actions on key phrases.
It is one of the few CS vendors with a published price: Basic starts at $15,000 per year with 5 users and 2 third-party integrations, and all plans are billed annually. Growth adds usage tracking for one SaaS product and 10 users, Pro covers 3 products and 25 users, and Lite users cost $10 per user per month. Call intelligence is an add-on throughout. The entry plan is tight on users, so most SaaS teams tracking usage will need Growth or above.
Standout feature
A public $15,000 per year entry plan in a category where most vendors hide prices.
Use cases
Key account teams
Manage renewals and expansion on strategic accounts
Outcome: One plan per account with health and usage
Mid-size SaaS vendors
Track product adoption across accounts
Outcome: Upsell targets based on usage
CS managers
Transcribe customer calls with SmartKonversation
Outcome: Actions triggered from what customers say
Key features
- Segmentation across accounts and users
- Product analytics for adoption, upsell and cross-sell
- Playbooks, alerts and automation
- Embedded BI for reports and dashboards
- SmartKonversation call intelligence add-on and SmartOps AI trends
Pros
- A published starting price, unusual for this category
- Lite users at $10 per user per month for occasional access
- Renewal and account expansion features alongside CS
Cons
- Basic includes only 5 users and 2 third-party integrations
- Usage tracking for SaaS products starts on Growth
- Call intelligence is an add-on on every plan
Frequently asked questions
+What is customer success software?
Customer success software gives CS teams one view of each customer account, scores account health from usage, support and survey data, and automates playbooks for onboarding, renewals and expansion. Platforms such as Gainsight and ChurnZero also forecast renewals and flag upsell opportunities.
+What is the best customer success software for SaaS?
Gainsight is the most complete option for large SaaS CS teams, with renewal and expansion forecasting on its Enterprise plan. ChurnZero is the stronger fit for mid-market teams that want AI agents for churn risk and expansion, and Vitally is the easiest to adopt.
+How much does customer success software cost?
Most dedicated platforms, including Gainsight, ChurnZero, Vitally, Planhat and Custify, only quote prices after a demo. Published prices start at $49 a month for Akita, $50 a month for Accoil's Growth plan, $100 per seat per month for HubSpot Service Hub Professional and $15,000 a year for SmartKarrot Basic.
+Is there free customer success software?
Accoil has a free plan with 3 seats that scores accounts by product usage and sends the scores to tools such as HubSpot and Slack. HubSpot Service Hub has a free plan, but its customer success workspace requires Professional or Enterprise.
+Can I use my CRM instead of a customer success platform?
Yes, if your team is small and already on HubSpot: Service Hub Professional adds a customer success workspace with health scores. Dedicated platforms add renewal forecasting, digital journeys and product usage analytics that CRMs usually lack.
About this list
Updated November 9, 2026 by the Mojolin research desk. Mojolin is self-funded
Questions or corrections: editorial@mojolin.com
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