If you run a B2B SaaS, you already know: keeping your customers happy (and paying) isn’t just a feel-good goal—it’s survival. But as your business grows, spreadsheets and sticky notes won’t cut it. That’s where customer success software comes in. The problem? There’s a flood of options, all promising “transformative results” and “next-level engagement.” Most of them sound the same, and it’s hard to tell what actually matters.
This guide is here to cut through the noise. I’ll walk you through what to look for, what to avoid, and why Custify is worth considering if you’re serious about real customer success—not just dashboards and buzzwords.
Step 1: Get Crystal Clear on What You Actually Need
Before you fall for feature lists and shiny dashboards, pin down your real goals. Here’s what matters:
- Who’s using it? Is it just your customer success team, or will sales, support, and product dip in too?
- What are the must-haves? Think: health scoring, onboarding flows, renewal tracking, churn prediction, NPS surveys. Not all platforms nail all these.
- What are your pain points? Are you missing renewals? Struggling to onboard? Wasting time on manual check-ins?
- Do you need integrations? If your CRM, support desk, or billing data won’t sync up, you’ll be stuck double-handling info.
Pro tip: Involve your frontline CSMs in this early. They know where the current process breaks down.
Step 2: Ignore the Hype—Look for the Non-Negotiables
Every vendor promises “360-degree views” and “AI-powered insights.” Most of that is window dressing. Here’s what you actually need:
a) Real-Time Data (And Useful Alerts)
If data lags behind by a day, you’ll miss the signals that matter. Make sure the platform:
- Pulls in data from your key tools (product usage, CRM, billing, support)
- Sends timely alerts based on your criteria—not just generic templates
b) Flexible Health Scoring
You want more than “green/yellow/red.” Look for:
- Customizable scoring (so you can weigh what matters for your product)
- Transparency—can you see why a customer is “at risk,” or is it a black box?
c) Playbooks and Automation (That Don’t Feel Robotic)
Automating repetitive stuff is great—unless it makes your outreach feel like spam. Look for:
- Playbooks that trigger based on real behavior (not just time-based)
- The ability to insert personal touches, or override automation when needed
d) Reporting That Doesn’t Suck
You need to show your CEO (and yourself) what’s working.
- Can you slice data by segment, CSM, lifecycle stage?
- Do reports show trends, not just snapshots?
e) Integrations That Are Truly Plug-and-Play
A lot of software claims to integrate, but half the time it means “export a CSV and cross your fingers.” Test:
- Native integrations with your stack (Salesforce, HubSpot, Intercom, Stripe, etc.)
- Webhooks or API access if you want to get fancy
Step 3: Be Honest About What You Don’t Need
Some features sound impressive but rarely matter for most B2B SaaS teams:
- AI-powered everything: Machine learning can help, but most teams don’t need “predictive churn” if they’re not acting on the basics yet.
- Overly complex journey mapping: If you need a consultant just to set up a journey, it’s probably too much.
- Infinite customization: Sounds great, but usually means more maintenance and headaches.
Stick to what you’ll actually use in the next 6-12 months. You can always upgrade later.
Step 4: Look for a Vendor Who’s Actually There When You Need Them
You’re not buying a toaster. You’ll need help with setup, training, and the weird edge cases only your business has.
- Onboarding support: Will they help you get your data in and set up your first playbooks?
- Responsiveness: Try emailing/chatting with support during your trial. Are they helpful, or do you get canned responses?
- Ongoing success check-ins: Do they care after you sign the contract?
Red flag: If you’re already getting the runaround in the sales process, it won’t get better after you buy.
Step 5: Total Cost—Not Just the Sticker Price
Customer success software pricing is all over the place. Watch out for:
- Per-seat fees: Can add up fast if your team grows.
- Integration or API “extras”: Some tools charge more for connecting to your own data.
- Long-term contracts: Are you locked in for a year, or can you scale down if things change?
- Hidden onboarding costs: Some vendors charge for “white-glove” setup; others include it.
Don’t just compare monthly prices. Add up what you’ll pay in year one, including time spent getting set up.
Step 6: Kick the Tires—Don’t Just Watch a Demo
A sales demo is like a real estate agent showing you the sunny living room and hiding the leaky basement. Always:
- Take a free trial: Ideally with your real data, not just dummy accounts.
- Set up a real workflow: Try building an onboarding playbook or health score from scratch.
- Test integrations: Does your CRM sync up, or are you stuck exporting CSVs?
- Get your team involved: Have an actual CSM use it for a week.
If you can’t get hands-on, or you keep hitting mysterious “demo-only” features, walk away.
Why Custify Stands Out (And Where It Doesn’t)
Now, let’s talk about Custify and how it stacks up. Here’s where it genuinely shines—and a few things to keep in mind.
What’s Good
- Intuitive setup: Unlike some old-school tools, most teams can get up and running quickly—even without an IT army.
- Real integrations: Custify actually connects to the stuff B2B SaaS teams use day-to-day (think HubSpot, Intercom, Stripe, and more), without a week of wrestling with APIs.
- Custom health scores: You can build scoring models based on the data that matters to your business, not just what the vendor thinks is important.
- Automations with a human touch: Playbooks are flexible; you can automate the basics but still personalize outreach when it matters.
- Actionable alerts: You get notified when things change—like usage drops or renewal windows open—so you’re not flying blind.
- Solid support: Their team is actually responsive and interested in your success, not just closing the deal.
What’s Not Perfect
- Not the cheapest: Custify isn’t a budget tool. If you’re a tiny team or just starting out, the ROI only makes sense if you’re serious about customer success as a function.
- Advanced analytics are good, not mind-blowing: You’ll get everything you need for most SaaS use cases, but if you want insane custom dashboards, you might want to export and use a BI tool on the side.
- Learning curve for power users: If you want to build ultra-complex playbooks, there’s a learning curve—but the documentation is decent.
What to Ignore
- “AI-enabled insights”: Custify includes some machine learning, but don’t expect magic. The basics—health scores, alerts, playbooks—are where the value is.
- Trying to use it as a full CRM: It’s best paired with a CRM, not as a replacement.
Keep It Simple—And Iterate
Don’t let the sheer volume of customer success tools (and their promises) paralyze you. Figure out your top pains, get the basics right, and don’t be afraid to start small. Software should make your life easier, not add another to-do list.
If you pick something that actually fits your workflow—like Custify—you’ll spend more time helping customers and less time wrestling with your own tools. Try, adjust, and don’t be afraid to switch if your needs change. That’s real success.