--- title: "Custify Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Custify the right Customer Success solution for you? Explore 126 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" --- Custify 4.9 (126) 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 July 20th, 2026 # Reviews of Custify Ease of use 4.8 Customer Service 5.0 ## Pros and Cons in Reviews Deeksha K Senior Customer Success ManagerStaffing and Recruiting, 51 - 200 employeesUsed the software for: More than 2 years. “What I liked most about Custify is how it centralizes customer data and makes it genuinely actionable.“ February 27, 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 EM Elena M CSMInformation Technology and Services, 11 - 50 employeesUsed the software for: 1-2 years. “The Health Score feature has been a massive value add for us and it's flexible enough to support our outcome based customer health scoring which is quite complex.“ July 25, 2024 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 JK Júlia K customer Success ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: Less than 6 months. “I'm really happy that finally there is a product catered to CSM, so we are not left with a CRM focused on the sales cycle. Besides the basic CRM functionality finally the success metrics, and customer health is the top priority.“ March 8, 2024 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 JK Jace K Senior Customer Success ManagerComputer Software, 11 - 50 employeesUsed the software for: 1-2 years. “I really like the fact that it gives me everything I need to see about my clients, their health score, and also my performance on my Dashboard.“ July 26, 2024 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 126 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Deeksha K. Senior Customer Success Manager Staffing and Recruiting Used the software for: 2+ years ### "Customer Success Made Proactive" February 27, 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 MY Maggie Y. Customer Success Manager E-Learning Used the software for: 1-2 years ### "Affordable platform to support your CSMs" December 13, 2024 4.0 Overall I feel like it's a good product for the price point and I can see that they are continually working to improve. They are very receptive to customer feedback. Pros Great customer support. Team is always available with a quick answer and it's easy to find a time to meet. Custify's playbooks have streamlined my workflow. Cons The UX is a bit clunky, not always intuitive. Often what would be a simple task in another platform takes multiple clicks, or transferring between windows to complete which slows me down. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify It was the cheapest. They were the most responsive and had the best customer support. Switched from [Zendesk Sell](https://www.capterra.com/p/199865/Zendesk-Sell/) It didn't provide any health scoring or segmentation options to meet our needs. Review Source PI Peter I. Head of Product Information Technology and Services Used the software for: Less than 6 months ### "Descent product, makes NPS collection easy" June 20, 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 KH Kelly H. Customer Success Manager Information Technology and Services Used the software for: 6-12 months ### "Great customer management platform" November 15, 2024 4.0 Overall a really good system, does a lot of things all in one place and new features are being developed consistently. Great support team when needed. Pros Lots of great features such as health scores and playbooks to save time Cons Sometimes we have issues with emails not sending / delayed sends Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Unsure - i was not in the business at the time Review Source VR Verified Reviewer Head of SMBU Computer Software Used the software for: 6-12 months ### "Understanding our clients and leveraging that data is Custify’s main value" September 30, 2021 5.0 I would say that Custify is like a magic 8 ball; it somehow always has the right answer and our clients get better service in the end. The segmentation feature is great and the results are accurate. My reporting on our clients’ feature usage has never been more accurate. Custify saves time and lowers churn once you learn how to use it correctly. Pros When I use the customer 360 view, I can see how clients use our software to solve their issues. Custify also allows me to see the clients’ engagement with our product and use those insights through custom playbooks or segmented reports. Cons There isn’t really anything I don’t like so far. Maybe the mobile view has some weird bugs. Alternatives considered [Vitally](https://www.capterra.com/p/179837/Vitally/)[ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify Value for money and an extraordinarily CS team that actually partnered up with us and helped grow the business Review Source Oliver A. Founder & CEO Computer Software Used the software for: 6-12 months ### "Loving it so far" September 5, 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. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Planhat](https://www.capterra.com/p/149430/Planhat/) Reason for choosing Custify Other systems are more complex to use and our CSMs would need to work manually quite a bit. We've been looking for a system that allows our CSMs to spend their time with our clients instead of doing copy & paste. As a result, we’ve integrated Custify via API so we're sending events and attributes which allowed us to automate everything. Review Source VR Verified Reviewer Web Dev Computer Software Used the software for: 6-12 months ### "The best software we found for the needs of customer success and support teams" May 31, 2021 5.0 The goal was to optimize their work and scale the team using the Custify features. It really simplifies the work of devs and sales also since they no longer need to export reports or sync with support on various client specific issues. Churn is much lower now and everyone can focus on their work. Pros The teams can set custom health scores and track them as needed. They can now anticipate our client’s needs. CSMs can set tasks and alerts based on health scores, and they no longer waste time looking for reports. Cons I don't think there is one. This is such a great fit for me Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify Much better and detailed onboarding documentation. Review Source Kev R. Director of CS Computer Software Used the software for: 2+ years ### "Great support from Custify" December 16, 2024 5.0 Brilliant. We've used Custify for 3 years and the support we receive is top class. Lots of product updates too, so the platform is constantly evolving with us and our needs. Pros Flexibility in the platform. Our CSM is super knowledgeable. Cons Only thing I'd say is because it so powerful, the possibilities are endless, so working out how implement an idea can sometimes take a little while to figure out. Alternatives considered [Planhat](https://www.capterra.com/p/149430/Planhat/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing Custify Flexibility in the product was key for us. Review Source RT Ryan T. Senior Sales executive Computer Software Used the software for: 2+ years ### "Easy to use and a massive help. " December 11, 2024 4.0 Happy with everything so far and looking forward to what's to come. Pros Easy to use and really helps automate the Sales & CS flows. Cons Some of the integrations or functions may be missing, but the team is happy to listen to our needs. Review Source SG Sabari G. Event Success Manager Information Technology and Services Used the software for: 1-2 years ### "Great product for Customer Success teams " December 30, 2024 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 PD Prakash D. Event Success Manager Computer Software Used the software for: 6-12 months ### "Product that actually makes your work life easier" December 19, 2024 5.0 Loving using it. No complains with it so far. Pros The ease of use and Access to all information under one roof is a big boon Cons There's nothing to dislike. Looking forward to more updates and enhancements Review Source JD Johannes D. Head of Customer Success Computer Software Used the software for: 1-2 years ### "Highly customizable product, nice UI and an outstanding CS team" May 3, 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 JL Jayne L. CSM Design Used the software for: 1-2 years ### "A great tool I highly recommend" June 12, 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. Alternatives considered [Startdeliver](https://www.capterra.com/p/249441/Startdeliver/)[ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify Price, functionality and interface Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: 6-12 months ### "UX and thorough CS features are what convinced us to use Custify" August 15, 2021 5.0 Since we started using Custify, we have managed to get more clients to stay with us and they are more satisfied with what they get. We can set health scores based on pricing plans, set alerts and solve any issue faster. It’s been wonderful to have a lot of day-to-day tasks taken off our plate due to Custify’s automation features and clear reports. Pros By far the best feature of this tool is the customer 360 view. You get every piece of information on a client, in front of your eyes. No more going through different software, making them hold the line or taking forever to find a problem. Everything’s there and what we’ve noticed is how much less time the CSMs and support staff spend with each client now. Cons I can’t think of anything that I dislike. I just wish we had this software sooner. Review Source Gabriela A. Product Marketer Information Technology and Services Used the software for: 6-12 months ### "Upselling twice as much since we installed Custify" January 21, 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. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing Custify Ease of use. Friendly dashboard. Review Source SV Shaneel V. Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Great tool for any organisation" May 18, 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 Computer Software Used the software for: 6-12 months ### "An effective CS tool for any growing SaaS" November 19, 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 Computer Software Used the software for: 6-12 months ### "Very good CS tool that’s also easy to use" September 2, 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 VR Verified Reviewer Asst. Manager Information Technology and Services Used the software for: 6-12 months ### "Our go-to solution for outreach and customer health score tracking" May 31, 2021 5.0 Since using Custify I get to engage more clients in one day and I have significantly decreased the number of steps I had to take to solve complex issues for my clients. The result of all of these actions is that churn has dropped and our clients are happy with the services we provide. There is definitely no better tool to track health scores. Pros The calls with my clients are shorter and fewer as now I get to solve their problems from their first contact. This is possible thanks to the customer 360 view dashboard which integrates all client info in one place including our custom health scores. Based on client app usage and support history I can create custom packages for them or upsell them on certain features. Cons No cons. Great software so far. Better Support. Reason for choosing Custify Better overall support Review Source Elena N. Talent & Recruiter Coach Human Resources Used the software for: 6-12 months ### "Revolutionary customer management with Custify" January 25, 2023 5.0 Overall, our experience with Custify has been nothing short of revolutionary. The user-friendly interface and customization options make it easy for our entire team to use, and the automated task feature has greatly improved our productivity. The integration with other tools is a huge plus, and the customer support team is always there to help. I highly recommend Custify to any business looking to streamline its customer management. Pros \- The interface is intuitive and easy to navigate, making it a breeze to manage customer interactions and track important information- The customization options allow us to tailor the software to fit our specific needs and processes- The automated task feature is a game-changer, saving us a lot of time and ensuring that nothing falls through the cracks- The customer support team is always quick to respond and extremely helpful Cons As a small business, the pricing can be a bit steep but it's worth it for the overall efficiency and productivity it brings. Review Source JB Justine B. Head of Sales and CS Computer Software Used the software for: 6-12 months ### "Custify is a game changer!" July 12, 2024 5.0 Pros Custify is very easy to use and has helped drastically with onboarding new customers and retaining existing customers. Cons The way our subscriptions are setup causes some issues with health scores if there are multiple subscriptions for the same customer. Review Source VR Verified Reviewer COO Gambling & Casinos Used the software for: 1-2 years ### "Custify solves our team sync issues" November 22, 2020 5.0 Great experience with their support and onboarding staff. The documentation and attention to detail is top notch. It saves so much time across our staff. We see trends and much better reports than in the past. Pros Our teams needed a way to get access to the same client info from multiple tools. We used to have sheets and tool reports. Finding the client history would sometimes take a long time. With Custify we have everything in the customer 360 view from most of our tools. The team can also segment and set alerts based on certain KPIs derived from these integrations. Cons Some bugs show up once in a while with reports or health scores. Nothing major but annoying if you need something in the actual moment. Alternatives considered [Totango](https://www.capterra.com/p/222281/Totango/) Review Source Ovidiu V. Co-Founder Computer & Network Security Used the software for: 6-12 months ### "Easy integration, great value" February 6, 2020 5.0 These guys know what they're doing. They're complete professionals. Will save both your developers and your CS team a lot of time. Pros Just finished the concierge onboarding. These guys did EVERYTHING to make sure I'm well set up, everything is integrated, and gave me some great ideas to make sure I get better results. We have a small company and I wear many hats so getting this help is great. Cons I'm just getting started, so ask me again in a few weeks, but if I had an issue, I'd probably just reach out to the company. They've been very welcoming to questions. Alternatives considered [Totango](https://www.capterra.com/p/222281/Totango/) Review Source Dragoș S. Software Sales & Support Specialist Computer Software Used the software for: 6-12 months ### "A CS tool for the daily user" July 29, 2020 5.0 Awesome experience with their team. We always get a quick reply when reaching out. The tool has really evolved in the past year and with our growing user base it really saves our team time and help us scale. Pros One of those tools that now feels essential in day to day work. Custify helps me stay on top of poor health accounts that are at risk of churn and need to be contacted. It also saves me a lot of time in reporting on a particular segment of users. I no longer need developer or management help for getting segmented data -now we keep track of clients’ health scores and get real time notifications when they reach the point of an upsell. Cons No detailed documentation like a kb with features. Also some emails with these reports would help. Review Source Matthew H. Account Executive Computer Software Used the software for: 6-12 months ### "Data driven decision making finally possible" March 16, 2020 5.0 If you're a data geek like me, who likes to get your data fix quick, go at it deep, and then know exactly which action is the best one to take, I'm not saying this software is magic, but it sure made me a happier CS professional. Pros I feel like this product was made for a data person like me. You get as many health scores as you want, plus health history, in one place. You get to see multiple life cycles per customer in one place. And the user experience is so easy, so you never spend 15 minutes trying to locate a feature. Get the data, then use the task manager to go, go, go. Cons A dashboard of our revenue data would really complete this software for me. If I understand correctly, they're working on it, so fingers crossed. 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