Customer success platforms, and what health

What each one is for

ChurnZeroStrong automation and playbooks, common in mid market SaaS.Needs usage data to shine

GainsightThe enterprise standard, deepest feature set, heaviest to run.Overkill under 100 accounts

TotangoLighter, faster to stand up, good for smaller CS teams.Less depth at scale

VitallyModern, strong on product usage data.Younger ecosystem

PlanhatFlexible data model, popular with teams who want to shape it.Requires an owner

The CRM itselfUnder 100 accounts, renewal dates and owners in the CRM are often enough.Stops working suddenly

Decide it with evidence instead of a demo

FreeRead-only, a written report with every gap priced, yours either way.

$2,000A month if you want it fixed. Up to 15 hours a week, Kaypo included.

No callYou can start from the pricing page without speaking to anyone.

Questions

What should a health score be built on?

Usage depth, number of active users, and stakeholder breadth. Login counts are the most common input and the least predictive.

When should we buy a customer success platform?

Usually above about 100 accounts, or when renewal dates and owners no longer fit in the CRM. Below that the CRM is often enough.

How far ahead should renewal signals fire?

Ninety days at minimum. A signal in the renewal month produces a negotiation rather than a conversation.

Do you resell any of these?

No. Sapwood takes no vendor commissions and is not a partner of anyone named here.

Want to talk it through?

Leave an email and I will reply myself, usually the same day. No sequence, no newsletter, and no calendar link unless you ask for one.

Would rather just book time? Here is the calendar.

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Customer success platforms, and what health scores miss.