--- title: "Page 2 | Custify Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 2 - 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=2" page_type: "reviews" language: "en" --- Custify 4.9 (135) 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 August 20th, 2026 # Page 2 - Reviews of Custify ## Showing most helpful reviews Showing 26-50 of 135 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 RL Rodrigo L. COO Information Technology and Services Used the software for: 1-2 years ### "Great tool for Customer success management helpful in reducing churn" August 10, 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 Alternatives considered [Planhat](https://www.capterra.com/p/149430/Planhat/) Reason for choosing Custify Technical support in the sales process and flexibility for pricing Review Source GT Gianpiero T. Customer Success Manager Pharmaceuticals Used the software for: 1-2 years ### "Excelente plataforma para gestionar el Customer Success" August 6, 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 AC Andrea C. PM Computer Software Used the software for: 6-12 months ### "Muy buena aplicación" July 29, 2026 5.0 Es muy bueno y practico. Es muy didactico y practico. Se pueden armar querys. y super facil de usar. Pros Me gusta los paneles y la metricas que puedo armar. Es muy didactico y practico. Se pueden armar querys Cons la informacion que trae el campo CSM que no me deja borrar si me equivoque. Y cuando quiero traer el historial queda muy largo Review Source TS Tahelys S. Customer Success Computer Software Used the software for: 6-12 months ### "Revoluciona la Gestión de Clientes con Custify" July 31, 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 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 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 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 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 MB Marcin B. Customer Success Manager Information Services Used the software for: 1-2 years ### "Still good, still doing it's job" March 19, 2026 4.0 Pros Clear and transparent dashboard. After getting used to it feels lightweight (in a good sense) and does not overwhelm user with the amount of modules thrown at you. Cons Having to log-in to Custify often. I think I have to do it every week when I start the work. It requires additional authentication. More customization of email notifications would be useful. 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 EM Elena M. CSM Information Technology and Services Used the software for: 1-2 years ### "Great tool to streamline CS processes and measure customer health" July 25, 2024 4.0 Our overall experience has been very positive. The platform is extremely flexible and there rarely is a case of "not possible". I'd say the system needs someone tech savvy enough with time to dedicate to setting it up and maintaining / updating it on a regular basis in order to make the most of it. But if you do have that, it is a very impactful system to have! Pros Long list of integrations covering most of the systems we're working with. Very flexible to adapt to existing processes and make them more efficient with playbooks/ lifecycles. 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. Can't fault the support we have received from \[sensitive content hidden\] and the team! Super responsive and always happy to answer questions, offer advice and come up with workarounds if needed. We have also seen many of our feature and improvement requests/ suggestions materialise which is fantastic. The recent updates to the task manager have been a game changer and the team at Custify is working hard on providing regular quality of life improvements! Cons Technical implementation has required a lot of effort on our end. Complexity of the system means it takes quite a long time to really become proficient with all the features. The administration of the system is quite time consuming, but this is also due to the fact that we're using it a lot and try to get the most from the system. Reason for choosing Custify Flexibility of health scores to match our needs, range of integrations, very pleasant and transparent sales process, value for money Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Needed a more CS specific tool that supported Customer Health Scoring Review Source NR Nicole R. Chief Customer Officer Computer Software Used the software for: 1-2 years ### "A great tool with surprising depth and prolific product development" March 19, 2024 4.0 Overall, I'm pleased. I get really important insights from custify which I have come to rely on. I believe in their product development efforts as a company - they are so prolific and the scope of features they are releasing regularly really blows me away. I will be sticking around to work through getting my team more fully adopted and working through the other kinks. Pros I really do love Custify. It's a tool with great depth of functionality and it's fairly consistent across it's platform. I really enjoy the level of configuration you have in the tool and more so, the ease of filtering, tagging, segmenting, developing health scores,integration etc. I have very limited access to our tech team and so they did only the minimal integration between our product and custify. \[When I consider some of our issues with adoption, it's likely due to how the integration was architected and tradeoffs we made.\]. Given that, I set up everything else. I really rely on the insights that I can get about customers' use of our system and the alerting it does for us regarding when usage dips or increases. Playbooks are really helpful and user friendly. Cons The UI - it's hard to make sense of everything. I don't enjoy how the UI is organized on the company 360 with each type of record ordered by group. I would prefer to be able to switch to see a time-based view. Additionally, as we add to the metrics we watch for customers, it will need some revisiting bc the right hand column gets very long. 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. Lastly, we have uncovered some issues that have made the finance reports unusable for us. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) I needed a more accurate picture of customer health. Additionally, I wanted to be able to scale my CSM team (the latter hasn't panned out so much). Review Source GG G G. CSM Computer Software Used the software for: 6-12 months ### "Custify, a company for CSMs by CSMs" May 17, 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 Jonas S. Co-Founder Computer Software Used the software for: 1-2 years ### "Love it! Quality improvements needed. " October 17, 2023 4.0 We are very happy overall! Pros Custify is extremely fit for purpose and seemingly the only "lightweight" CS tool out there. It has everything you need for your daily business as a CS-Manager and does things well overall. - It's pretty easy to implement- It's very easy to use- It has alle necessary features; especially health scoring is a charm Cons You notice how young the company is by counting minor bugs. Nothing severe. But plentiful enough to be annoying from time to time. Reason for choosing Custify Based in Europe, which is important from a data protection point of view. Has all capabilities we sought, whilst being lightweight, and easy to implement. Review Source TL Thomas L. Senior Customer Experience Manager Information Technology and Services Used the software for: 1-2 years ### "Reduce Churn and keep customers happy with Custify" July 16, 2024 5.0 It's a lovely experience to work with Custify. It's clear what you need to do in the tool and their support and customer success is incredible. Pros That the results are directly visible. We have implemented Custify and we immediately saw that customer success managers had more time to spend on strategic calls with customers instead of spending a lot of time on admin things. Next to that we are able to spot churn risks way earlier which resulted in negative churn after 6 months with Custify. Cons There is nothing in particular but one thing that they can do a bit better is the view. It looks very dry but that is not an issue as the product just does what it promises. Rather have a product that looks older but works then the other way around. Switched from [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Hubspot was not ready to scale with us and it's not a customer success tool so the options were limited. Custify just hits all the parameters to create the best health scores and integrates with all programs it needs to for us. Review Source SS Stijn S. Head of Customer Success Writing and Editing Used the software for: 1-2 years ### "Custify is literally my bible " July 16, 2024 5.0 Pros First of all their Customer Success Manager is of the charts. They are really thinking with you to what problems you want to fix within your own CS strategy. It's literally my bible. It's the first thing that I open & the last thing that I close. It really helped us in getting into a revenue mindset which is really great because we closed more revenue than our Sales department. It helped us to Scale our digital motion which was critical. Cons Are you crazy? There is nothing I dislike about Custify Review Source ES Edona S. Head of Client Services Computer Software Used the software for: 1-2 years ### "Head of Client Services " May 22, 2023 5.0 Pros \-Playbooks ( I absolutely love the flexibility to automate outreach, create reminders and create notes and tasks for the team via playbooks. It is a critical feature if you work with small and midsize companies. Managing the clients has never been easier for us. Custify played a big plan in our overview Success strategy - Healthscoors- It's been a game changer for us to be able and monitor our client's journey and more so, to be able to create our healthcare matrixes - The support team is fantastic- They were always happy to jump on meetings and help us with the setup Cons \- The only thing I would point out is improving the native integrations. We use several other tools, and we are limited on being able to send data from Custify to our CRM, so we can centralize the data for all teams Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify \- Custify fits the best to our business model.- The team was friendly and professional, and we loved working with people with the same values.-Innovative and flexible to customize Custify so it could meet our needs Review Source CC Chris C. GM Computer Software Used the software for: 1-2 years ### "Custify Review" July 12, 2024 4.0 Great team, mostly available when needed. Support is via Slack which can be good or bad. Ideally there would be a way to convert a Slack request to a ticket so it did not get lost (on either end). Pros Ability to consolidate events from all users at parent company level and then build dashboards such as DAU, MAU, Utilization, and more. We even collect events for certain operations that have failed and are able to add companies to a segment that our support team then works through to resolve the issues. In some cases we reach out to the customer before they even knew they had a problem. Cons Metrics and dashboards are not updated in real time, they are updated on schedules. If I'm building a dashboard and hit 'save' it sometimes takes 10 minutes or more for it to populate. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We used SherlockScore (acquired by FreshDesk) and the service was good. We had a difficult time getting metrics per product. They may have added new features so definitely check them out as part of your due diligence. Review Source JC Joel C. Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Overall great experience and great product" July 12, 2024 5.0 Overall, this has been excellent. I really get a lot out of using the platform overall. Pros I particularly love using the health scores to anaylse my client's health and see which ones may be at risk. This is such a strong indicator for us. They are also very customisable depending on your product which is great. The support at Custify is excellent. Issues are addressed quickly and they really seem to take client feedback on board. Cons I find that the email modal is probably the bit I like the least. This has improved a lot but there are still a couple of issues with the UI, and with emails becoming stuck in pending. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Hubspot wasn't as focused as it needed to be for a CSM which is why we switched. Review Source RO Ryan O. VP, Client Services E-Learning Used the software for: Less than 6 months ### "Custify has been a gamechanger for us" May 16, 2024 5.0 Custify has been a gamechanger for us. We're on track to reduce churn by 45% in our first year and Custify has played a major part in this. The team are brilliant, we're well supported and Custify has been a huge success for us. Pros We implemented Custify moving from our old system of managing customer data in Hubspot and spreadsheets. Custify has a great integration with Hubspot, and other tools we use including G-Suite, Pendo and our helpdesk solution. It's got a great UI, which has helped CSM adoption and is very configurable and powerful. It's automation, AI, task management and lifecycle features are all really good. Cons The way Custify handles recurring and non-recurring revenue is improving all the time. It's OK today, and I'm looking forward to more improvements that will take this to the top tier. Since we implemented there have already been a number of enhancements delivered which is very positive. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Planhat](https://www.capterra.com/p/149430/Planhat/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing Custify Custify delivered the best bang-for-buck, and we ultimately chose Custify based on price. 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 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 DO Dwi O. Customer Success Manager Financial Services Used the software for: 2+ years ### "A great software to manage customer relationship and help automate key workflows " May 1, 2023 5.0 Custify has been such an excellent tool for a number of departments within our business. It's provided us with key insights into our customers and allowed us to automate a number of tasks based on essential milestones for customers. Pros Custify has been an excellent tool for helping manage customers in various stages of their lifecycles. It's also been beneficial in allowing us to setup key workflows to automate check-ins and key touch-points. The customer service is excellent. We've been dealing with \[sensitive content hidden\], and she's very responsive and detailed in her replies. It's great to know we have someone on the other side who understands our business and provides helpful solutions. Cons There's been a couple of bugs, however, they were addressed and fixed relatively soon after. Review Source Tudor L. Mobile Developer Accounting Used the software for: 6-12 months ### "Create for CS, works wonders for Sales" August 16, 2021 5.0 Our department’s experience as well as mine, with Custify, has been more than great. It’s amazing how one software can be used by so many departments, even though it was created with just one department in mind. We are able to get more clients to convert and then turn them into loyal customers. Using Custify saves our team time and I get to touch base with more clients in one day. Interactions with them are on point thanks to the 360 view. The CSMs know exactly what to offer them to keep them happy and loyal. Pros The fact that Custify works for sales too is an added bonus for any business. We have converted more clients from Trial to Paid than we were able to in the past. We get access to the clients’ history with our products, the way that they use our features and any problems that they might have had in the past. Based on all of this info, we create custom packages for them and they are happy that they pay for features that they actually use. Cons I can’t find a single bad thing to say about Custify. Review Source ## 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. Talk to a Capterra advisor for free and get results within 15 minutes.