--- title: "Custify Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Custify the right Customer Success solution for you? Explore 135 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/190125/Custify/reviews/" page_type: "reviews" language: "en" publication_date: "2026-09-29" --- Custify 4.9 (135) [View alternatives](https://www.capterra.com/p/190125/Custify/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated September 29th, 2026 # Reviews of Custify Ease of use 4.8 Customer Service 5.0 ## Pros and Cons in Reviews VS Victoria S Customer Success AgentInformation Technology and Services, 51 - 200 employeesUsed the software for: 1-2 years. “With Custify, we now have all our customer data centralized in one place, presented in a much more visual way than before.“ July 31, 2026 NR Nicole R Chief Customer OfficerComputer Software, 11 - 50 employeesUsed the software for: 1-2 years. “I've had a hard time getting CSMs to fully transition to using Custify - this is due to an integration issue between Hubspot, our product and Custify related to having users that can be users of multiple customers' sites.“ March 19, 2024 VS Victoria S Customer Success AgentInformation Technology and Services, 51 - 200 employeesUsed the software for: 1-2 years. “This makes it easier for our team to track accounts and gives us better visibility into the status of each one.“ July 31, 2026 NR Nicole R Chief Customer OfficerComputer Software, 11 - 50 employeesUsed the software for: 1-2 years. “Additionally, as we add to the metrics we watch for customers, it will need some revisiting bc the right hand column gets very long. “ March 19, 2024 VC Veronica C Project ManagerPharmaceuticals, 51 - 200 employeesUsed the software for: 6-12 months. “The automated playbooks save us hours every week by triggering timely outreach before issues turn into churn.“ July 28, 2026 JK Júlia K customer Success ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: Less than 6 months. “I miss a certain level of automation while using Custify, and it was a bit hard in the onboarding to find the perfect way to use the platform.“ March 8, 2024 VC Veronica C Project ManagerPharmaceuticals, 51 - 200 employeesUsed the software for: 6-12 months. “The dashboards are intuitive, easy to customize, and make it simple to report on NPS, health scores, and account status to leadership.“ July 28, 2026 MN Manuel N Customer Success Team LeadComputer Software, 11 - 50 employeesUsed the software for: Less than 6 months. “A somehow slow start to figure out how to get existing data / process into Custify.“ March 8, 2024 ## Showing most helpful reviews Showing 1-25 of 135 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Veronica C. Project Manager Used the software for: Less than 1 year ### "Great platform" August 18, 2026 5.0 Custify has become a core part of our Customer Success operation. It gives us visibility we didn't have before, helps us act proactively instead of reactively, and has directly contributed to improving retention. The initial setup takes some effort, but the payoff in day-to-day efficiency and account insight has been well worth it. We'd recommend it to any CS team looking to scale without losing the personal touch with customers. Pros Custify gives our CS team a single, clear view of account health, combining usage data, engagement, and risk signals in one place. The automated playbooks save us hours every week by triggering timely outreach before issues turn into churn. The dashboards are intuitive, easy to customize, and make it simple to report on NPS, health scores, and account status to leadership. Onboarding was smooth and their support team was responsive whenever we had questions. Cons There's a bit of a learning curve when first setting up custom fields and segments, especially if you're migrating a lot of historical data. Some of the more advanced reporting features took time to fully explore. It would be great to see even more out-of-the-box integrations in future releases. Review Source Brian R. Technology Helpdesk Leader Used the software for: Less than 1 year ### "Excellent tool for customer management and their corporate health" August 13, 2026 5.0 It greatly improved customer management, understanding their issues, and the overall health of each one regarding the system Pros Ease of use, the large amount of information in one place, and customer account information management. It is very easy to find patterns and anticipate events. Cons Better performance on filters. More and simpler integrations with other systems like MySQL. More surveys options. Review Source Alejandro S. Customer Success Specialist Used the software for: 1-3 years ### ""Easy, Intuitive Dashboard with Configurable Alerts and Customer Metrics"" August 13, 2026 5.0 Overall, a positive experience. It helps anticipate potential customer conflicts before they occur.. Pros Easy to use and intuitive. Facilitates customer metrics and sends configurable alerts. Cons Setting up database connections is complex. However, once connected, the information is displayed correctly. Review Source Juan Martin C. Consultant Used the software for: 1-3 years ### " Improving the customer satisfaction" August 12, 2026 4.0 Extraordinarily CS team that actually partnered up with us and helped grow the business. Also, we’ve integrated via API so we're sending events and attributes which allowed us to automate everything. Pros Great health scores and playbooks to save time. CSMs can set tasks and alerts based on health scores, and they no longer waste time looking for reports. Cons Sometimes we have issues with delayed email sends. Nothing so far. We'll review this with with every new use case. Review Source R Reviewer Responsable de Infraestructura Used the software for: 1-3 years ### "Clean, quick to deploy, good value for a mid-sized CS team" August 12, 2026 5.0 Good fit for a mid-sized CS team that has outgrown spreadsheets but doesn't need the cost or complexity of an enterprise suite. Deployment was quick and support has been responsive throughout. Pros Health scoring gives us one view of every account, which replaced our spreadsheet tracking. Playbooks assign onboarding and renewal tasks automatically, so the process is consistent across CSMs. The interface is clean and the team was productive in 4 weeks without long training. Cons Custom reporting is limited outside the standard dashboards, and the documentation is thin on advanced segmentation — a few configurations needed support instead of being self-service. Review Source Rodrigo L. COO Used the software for: 1-3 years ### "Great tool for Customer success management helpful in reducing churn" August 12, 2026 5.0 Pros Tener todos la información de los clientes en el mismo lugar. Los health scores que permiten tener condensada mucha información. El soporte técnico que recibimos en la preventa y la gestión comercial previa a la compra. Cons Nos costó más de lo esperado hacer la primera integración con nuestros sistemas, pero una vez hecha la primera, pudimos avanzar más rápido Review Source R Reviewer Helpdesk Used the software for: 1-3 years ### "Great tool to avoid problems in the day to day" August 11, 2026 5.0 We were asked to use it and before we noticed it had really made a impact in how we tackled work and cases. Pros It has helped us avoid problems with clients thanks to the data we could gather beforehand using Custify. Cons Nothing really remarkable difficulty-wise. Perhaps the learning curve at first but it's really intuitive after a couple of uses. Review Source Sebastian M. CTO Used the software for: 3-5 years ### "A key tool for managing customer health" August 9, 2026 5.0 Overall, our experience has been very positive. Custify has become a central tool for our Customer Success team, helping us prioritize accounts, catch risks early, and improve communication with customers. Custify's support team was responsive whenever we had questions or ran into technical issues. Pros Custify gave us complete visibility into our accounts' health in one place. The health scores and automated alerts let us get ahead of churn risks before they become real problems. The interface is intuitive, so our team got up to speed quickly without much training. I also love how easy it is to build playbooks and automate follow-up tasks, which saves us a ton of operational time. Cons The initial learning curve for setting up custom segments and attributes was a bit longer than expected, and a few integrations needed technical support to get working the way we wanted. It would be great to see more customization options in the out-of-the-box reports. Review Source Gianpiero T. Customer Success Manager Used the software for: 1-3 years ### "Excelente plataforma para gestionar el Customer Success" August 9, 2026 5.0 Pros Poder tener todo centralizado en una única herramienta y la facilidad para configurar diferentes métricas que ayuden a conocer la salud de los clientes. Cons La configuración y conexión con diferentes sistemas al principio fue un poco compleja, luego se hizo más fácil. Review Source Tahelys S. Customer Success Used the software for: Less than 1 year ### "Revoluciona la Gestión de Clientes con Custify" August 4, 2026 5.0 Utilizo Custify para agilizar la toma de decisiones. Me permite centralizar puntos clave en un solo lugar y verificar el rendimiento mensual de cada cliente. Pros Me gusta que Custify permita centralizar puntos clave en un solo lugar, lo que ayuda a verificar el rendimiento mensual de manera eficiente. Cons Por el momento sin comentarios, mientras use más la herramienta posiblemente encuentre puntos de mejora. Review Source Deeksha K. Senior Customer Success Manager Used the software for: 3-5 years ### "Customer Success Made Proactive" March 12, 2026 5.0 Pros What I liked most about Custify is how it centralizes customer data and makes it genuinely actionable. The health score framework, playbooks, and automation help CSMs stay proactive instead of reactive, while the intuitive UI makes it easy to onboard both new and experienced team members. Cons Initial setup can be time-consuming, particularly when defining health scores and playbooks from scratch. That said, once everything is set up, the day-to-day usage is smooth and efficient. Review Source Oliver A. Founder & CEO Used the software for: Less than 1 year ### "Loving it so far" September 6, 2019 5.0 We’ve increased our customer satisfaction, resulting in higher revenues for us, the tool pays itself in the first day of the month - highly recommend. Pros Various health scores in a 360 view of our customers, very flexible automation engine, actionable tasks and super easy to use UI. Also worth mentioning the great onboarding and follow-up support. Cons Nothing so far. We'll review this with with every new use case. Review Source Pete I. Head of Product Used the software for: Less than 1 year ### "Descent product, makes NPS collection easy" June 21, 2023 3.0 Pros NPS collection feature. Customer Support. Cons Occasional bug encounter, and the logic for setting up cohorts and surveys and playbooks is a bit hard to follow. Review Source R Reviewer Customer Success Agent Used the software for: 1-3 years ### "Custify's Review" August 2, 2026 5.0 Pros Before implementing Custify, our customer information was scattered across Excel spreadsheets and internal platforms, which made it hard to get a unified view. With Custify, we now have all our customer data centralized in one place, presented in a much more visual way than before. This makes it easier for our team to track accounts and gives us better visibility into the status of each one. Cons I haven't found any negative points about the tool so far. We've been using it for a relatively short time, and everything has worked smoothly for our team without major issues. Review Source Sabari V. Event Success Manager Used the software for: 1-3 years ### "Great product for Customer Success teams " January 7, 2025 5.0 Great experience overall, it’s a must need tool for customer success team Pros Communication tracking, Account health score, easy to use Cons Nothing that I can think of, everything works well Review Source R Reviewer CSM Used the software for: Less than 1 year ### "Custify, a company for CSMs by CSMs" May 20, 2024 5.0 Pros My team and I use Custify for our growing team to manage customers, engage with them more intentionally, and to keep track of tasks and playbooks. Custify has been an invaluable tool in our team's growth, and has allowed us to be consistent and efficient in our department practices. In my experience, you start using features that you can with this product for launch and over time you continue to adopt more features as you grow your own admin awareness. Each step along the way has been valuable thus far. Custify has been very helpful as far as their own Customer Success team goes. They use multiple channels to ensure consistent communication, and offer many learning opportunities like regular webinars. Finally, Custify is always making improvements to their product and letting their customer-base know about these changes. I enjoy these functionality updates, and oftentimes they're exactly updates that I had in mind as a daily user of their site. Custify prioritizes their customer experience and it's felt by me! Cons It would be great if there was an easier way to share knowledge about Custify with teammates. As an admin, I sometimes feel my site knowledge is siloed in me and I need to document processes outside of Custify to make them repeatable for other teammates. This can make it more difficult for team members to adopt the product or use it to its full functionality. It may be valuable to build that documentation/knowledge sharing capability into the product itself. Review Source Johannes D. Head of Customer Success Used the software for: 1-3 years ### "Highly customizable product, nice UI and an outstanding CS team" May 9, 2024 5.0 Great, very helpful and skilled CS team. The product is reliable. Improvement suggestions are implemented very fast Pros High degree of flexibility and customization Cons To find the best possible setup some time and iteration is needed. It's not an out of the box solution which works perfectly after 2 weeks Review Source Jayne L. CSM Used the software for: 1-3 years ### "A great tool I highly recommend" June 16, 2023 5.0 Overall a great experience which has improved our daily operations and customer overview. We are excited to continue using it to gain more business intelligence about our customers' behaviours over time. Pros Custify has a simple interface and does almost everything we need it to - most especially quick overviews of customer health and automating tasks which were previously very manual. Cons Custify still has a long way to go when it comes to tracking activity and dashboards/analytics, and was a little challenging to implement. Review Source R Reviewer Customer Success Manager Used the software for: Less than 1 year ### "Recommend to any organization looking to automate processes & gain customer insights. " June 19, 2023 5.0 Pros Custify has put so much time back into my day. Before Custify, identifying growth and revenue was a manual process. Health scores have been a game-changer, and I love that we can drill into our customer activity to view their daily usage. I also use the tagging feature to identify and categorize my portfolio of customers. Cons It’d be nice to pull more data into reporting. I would also like to see more editing features added to email templates. It’s a bit limited. Review Source Prashish M. Assistant Manager Used the software for: Less than 1 year ### "A one-stop shop for customer information" September 2, 2022 5.0 Highly recommended. Using Custify brought us all the information we need to better understand our customers: their health scores, customer communication history, features they use, problems they report, what they’re searching for. The answers we provide are tailored to their needs. Pros Rather than being blindsided, I am now able to anticipate when a customer is frustrated that he reported a bug two weeks ago and has not yet heard back from us. Having the client’s communication history, I can easily transfer the chat to another colleague, who can fill in the gaps immediately. Cons Nothing to add here. After implementing the solution, I began using it as one of my most frequently used tools. Review Source Mihai S. Co-Founder Used the software for: 1-3 years ### "There is no better software on the market" May 7, 2021 5.0 Our business has been doing so much better since we implemented Custify. Clients are satisfied with how fast we respond to any problem that shows up and we have been able to upsell much more than in the past. Since we are not wasting anymore time to identify problems, we have more time for our clients and that can be seen in the churn numbers. Pros Our churn has dropped by a lot thanks to Custify. Our entire team has access to the same data, at the same time so it feels like we are together even though in reality we haven’t been in the same room in months. We get alerts based on the health scores we set for our clients so we know exactly when one of them is at a risk of churn, thus we are able to react much faster and keep the client happy by creating a new package. Cons None, really. This is by far the best software on the market. Review Source Gabriela A. Product Marketer Used the software for: Less than 1 year ### "Upselling twice as much since we installed Custify" January 25, 2021 5.0 I use Custify daily for reporting and targeting clients. It’s an amazing tool to have. With the customer 360 view, I have all the info in one place, whereas before I had to go through multiple apps to get the same result. Pros Setting my segments based on any metric or health score and setting up a custom playbook targeted to a specific type of client makes my work so much easier. When a trial is close to ending or when a client has reached a limit in their plan, I get an alert and can use the setup in Custify to reach out with a specific offer to upgrade or upsell. Cons When you first do the setup you need help from the Custify team, but afterward, everything gets pretty easy. No major problems so far. Review Source R Reviewer Customer Success Manager Used the software for: 1-3 years ### "Great tool for any organisation" May 19, 2023 5.0 We use Custify everyday and its a great tool to have as it alerts us and provides an excellent experience for customers. Pros We can create flows to engage with customers and be proactive in our communication. Cons Sometimes we had to deep dive on how we can create certain conditions which are not ideal and requires assistance with the team and they are great in responding and resolving the issue. Review Source Stefan-Tudor M. Product Manager Used the software for: Less than 1 year ### "An effective CS tool for any growing SaaS" November 20, 2020 5.0 After implementing and connecting everything, the benefits started to be obvious to everyone. It’s a great tool to track app usage and customer insights. We use it to improve customer retention and keep everyone in sync on client information. There’s also cross-tool automation in playbooks so we moved our onboarding flow through Custify. This way we connect certain tools in the same flow and our team can improve steps more accurately. So it’s been a pretty good experience so far. Pros Custify has a lot of flexibility in integrations. Took us a bit to connect everything but once we did, our CS team instantly saw the benefits. Segmentation, reporting and health scores are the main features we use and like. Their support is also top notch - always quick to reply. Cons Some complexity around certain features like adding health scores. Also no easy way of tracking team performance by team member. Review Source Mihaela B. Customer Support Used the software for: Less than 1 year ### "Very good CS tool that’s also easy to use" September 10, 2020 5.0 Great experience and a real benefit across our CS and support departments. We get a clear picture of where our users are in the onboarding process, we see everything related to that user in one section, and we know who to focus our efforts on. Pros Easy and simple to use product. The Custify support team is amazing. Philipp did a great job onboarding everyone and helping us make some changes to segments and health scores. The segmentation and tasks functions are the features I focus most on. They keep our schedule clear and on track. Cons Setting up all the KPIs and health scores was a hassle at first. This was due to the fact we focus on so many things that it seemed we didn't have a clear objective. The dashboard is missing a lot. A way to have an overall look would really help. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.