customer-success-software
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Mark Heys and the Art of Seeing the Customer Before They Leave
Before customer success had a proper cockpit, Mark Heys was already tracing the signals. His career explains how an overlooked internal problem became ChurnZero - and why the quiet work of infrastructure can shape an entire category.
Six Product Adoption Tools That Solve Different Problems
Product Fruits, SmartKarrot, Chameleon, Totango, Inline Manual and Cast all promise better customer outcomes. The useful question is not which one wins, but where each one works.
AI Customer Success Has Entered the Renewal Meeting
A new class of customer-success systems is reading the signals between logins, calls and invoices. Kaizan, Skalin, Churned and SAP show what teams can automate - and why judgment still belongs in the room.
Customer Success Software Has an Identity Crisis
Eight tools promise happier customers, but they solve very different moments in the journey. The smart buy starts with the failure you need to fix, not the category printed on the box.
Six Customer Success Tools Rewriting the Post-Sale Playbook
Stonly, Cast, ZapScale, Usetiful, Kaizan and Userpilot reveal how customer success is splitting into a stack of guidance, intelligence and action.
ClientSuccess
ClientSuccess is betting that the most important sale begins after the contract is signed - when onboarding, product use, human judgment and renewal risk finally have to live in the same room.
Jamie Davidson
Jamie Davidson is the co-founder and CEO of Vitally, a New York-based customer success platform used by more than 600 B2B software teams including Segment, Productboard, and Calendly. A two-time CTO with a computer science background, he shifted from engineering into customer-facing work at his previous startup Pathgather, concluded that customer success software was overdue for a rebuild, and launched Vitally in 2017. He has raised roughly $39 million across seed, a $9.2M Series A led by Andreessen Horowitz, and a $30M Series B, positioning Vitally around analytics, automation, and workflow tooling for customer success teams.
Gainsight
Gainsight is a San Francisco-based enterprise software company that pioneered the customer success software category. Its platform helps B2B and SaaS companies retain customers, drive product adoption, and grow recurring revenue by unifying customer data, surfacing account health and churn risk, and orchestrating the post-sale journey. Founded in 2009 and led for over a decade by Nick Mehta, Gainsight serves more than 2,000 companies and, following its 2020 majority acquisition by Vista Equity Partners at a $1.1 billion valuation, has moved aggressively into human-first, agentic AI with products spanning customer success, product experience, communities, education, and its Staircase AI customer intelligence layer.
ChurnZero
ChurnZero is a customer success platform that helps subscription and B2B SaaS businesses reduce churn and grow revenue from existing customers. It unifies customer data, health scores, automation playbooks, and AI agents so customer success teams can spot risk early, drive product adoption, and manage renewals and expansion at scale. Founded in 2015 and based in Washington, D.C., it serves thousands of customer-facing teams and is consistently ranked among the top-rated customer success tools on G2.