Gartner® Critical Capabilities for Customer Success Management Platforms

Your CS platform choice shapes whether your team drives retention and expansion or just tracks activity. This report gives you the benchmark to evaluate that choice.

Gartner evaluated 9 vendors across 8 capabilities that define real CS performance:

• Unify customer data, track adoption with AI-driven health scores, and surface risk before it becomes churn
• Automate engagement, codify playbooks across onboarding and renewal, and scale outreach without adding headcount
• Give leaders and cross-functional stakeholders the dashboards, collaboration tools, and enterprise infrastructure to run CS at scale

Those capabilities were tested against three use cases: Self-Contained Customer Success Teams, Enterprise Customer Success Functions,  Integrated Customer Success and Service Offerings.

Gainsight received the highest scores in all three.

Get the full report to see how CSM platforms are evaluated across the capabilities that matter most.

Critical Capabilities for Customer Success Management Platforms by Michael Maziarka, John Quaglietta, Daniel Hawkyard, Maria Marino, Jennifer MacIntosh

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