# Page 4 | Custify Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - Is Custify the right Customer Success solution for you? Explore 122 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/190125/Custify/reviews --- Custify 4.9 (122) 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 March 13th, 2026 # Page 4 - Reviews of Custify ## Showing most helpful reviews Showing 76-100 of 122 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Mircea-Toma A. Marketing Specialist Internet Used the software for: 6-12 months ### "The churn stopping tool I needed" January 29, 2021 5.0 Having automated onboarding and outreach has made work feel like child's play compared to when we used to go through the whole process manually using sheets and exported reports. Even on a slow day, I can reach far more clients than I used to, before implementing Custify. Pros We could see our churn starting to drop, not long after we started using Custify. With the automated process, the health scores connect with alerts and now, every morning when I get to work, I know what the day’s tasks are with the help of the software. Cons Nothing yet. Experience has been above expectations. Review Source Alexandru P. Head of CS Information Technology and Services Used the software for: 6-12 months ### "Backbone of our CS process" August 6, 2020 5.0 Pretty great overall. Saves us time. We know who to target and when. We can generate reports of activity and see how churn and upsells go up. It’s easy to justify the CS activity to management this way. Pros Custify is as simply or complex as you need it to be. The more you know about your KPIs and objectives the more you can get from the platform. For our daily CS needs, after configuring everything we have daily alerts, segments review and tasks assigned for the best outreach results. It saves us so much time but setting it up takes discipline. Cons No daily reports yet and API is a bit sluggish when pushing big chunks of data. But that was only an issue in the setup. Review Source BC Ben C. CSM Retail Used the software for: 6-12 months ### "Easy API Set Up" June 2, 2023 4.0 We are trying to solve churn with Custify and they have made it easy to see everything in one place or query via the API. Pros We love using Custify for automated Slack reminders, their playbooks, and creating internal reporting about our customers. Cons They are still a newer product and are building out a lot of new tools that will make it better. Review Source MC Mircea C. Co-Founder Computer Software Used the software for: 6-12 months ### "Essential tool for any SaaS that wants to scale their CS team" August 27, 2020 5.0 So far, a great experience. They’ve helped us every step of the way. Our end goal is to help our sales and customer success teams scale while improving our retention and upsell rates. Pros Patient and attentive CSM that walked us through all the steps. It has all the features we needed and it’s highly customizable to fit our custom CRM. The ability to predict client churn based on criteria by us. The customizable health scores and segments allow us to define playbooks and focus on the clients that need us. Cons In our case, certain payment methods are hard to be tracked so the churn alerts often have false positives. This can’t be helped. The many UI functions also take a bit to get used to. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify Much more personal support. Review Source AE Ace E. Customer Support Marketing and Advertising Used the software for: 2+ years ### "Amazing Tool" April 27, 2022 5.0 Pros I love the fact that everything is stored here and that I can just go back whenever I want to put in additional notes to make sure that everything is ironed out. Cons Probably only when there's a minimal downtime Review Source Popa R. Support Specialist Computer Software Used the software for: 6-12 months ### "Solid CS product with terrific service" July 1, 2020 5.0 Great experience so far. We’ve increased upsells and have a clear view of what is going on with each client. Great tool! Pros We tried out several CS tools but Custify seems the best fit for our case. We have multiple plans with various KPIs per each plan. So having a way to target and upsell the right users, to see all client activity and data in one place and to be notified when certain client health scores are met is essential. Also, their customer service is 10/10. I have never worked with such great people. Cons No issues so far. They do a great job in adapting to all requests. Review Source AW Allison W. Head of Customer Success Information Technology and Services Used the software for: Less than 6 months ### "Good Customer Success Tool for a Great Price" June 20, 2023 4.0 Pros Good customer support/success, they listen to customers a lot about what features they wantRelatively easy to use - there is not a lot of training required to get up and running once you have your data coming inA lot of new features/improvements on a regular basisReally good price compared to competitorsIt has been instrumental in our ability to support a large group of customers with a small team Cons Setting up playbooks and health scores can be a little tricky, but their CS team will usually talk it through with you and give you adviceWish there were more integrations with more revenue tools like Chart Mogul or Quickbooks Review Source WK William K. Customer Success Manager Market Research Used the software for: 6-12 months ### "Great Customizable Product" June 1, 2023 4.0 Overall, great tool for building what you need. Especially if your product or process is bit more complex. Pros I love how easily customizable it is. Their service is great. They are very knowledgable and very helpful. Cons It is too customizable. It can be good in that you can build what you want, but the presentation and the UI isnt all too intuitive Review Source Andrei Cristian S. Co-founder Marketing and Advertising Used the software for: 6-12 months ### "Essential tool we now use almost every day" April 13, 2020 5.0 Good experience with many benefits to our team. We definitely recommend Custify. Pros Simple and clear automation engine with many options thanks to the other apps we integrated. Has taken a lot of reporting out of excel and into one interface. Custify also helps us measure and optimize onboarding and reduce involuntary churn. We can also set warning points for at risk users so know who to reach out to. Cons Takes time to integrate and you need a clear plan. Without their guidance in the concierge onboarding it would have been much harder. Review Source EB Elijah B. CSM Marketing and Advertising Used the software for: 2+ years ### "All 5" May 12, 2022 5.0 Pros Easy to track progress with the clients and employees Cons Sometimes was not opening where I left but that's fixed now Review Source VR Verified Reviewer Digital Marketer Marketing and Advertising Used the software for: 6-12 months ### "Custify has helped me a lot to reduce my client churn" February 15, 2021 5.0 This CRM tool is very useful and it helps you save a lot of time, while all of your tasks work more smoothly. It makes the ability to work with your team more productive, being even more perfect on a remote program. Pros It is very helpful when it comes to identifying customers with low engagement, which allows actions to be taken more rapidly in order to fix whatever the problem may be. Cons The dashboard could be a bit more organized. Review Source AV Andrei V. Product Manager Computer Software Used the software for: 6-12 months ### "The tool our CS needed when they started working remotely" November 13, 2020 5.0 For us it’s had a direct impact on our bottom line. Churn is down and upsell rates are up. Considering most of our team works remotely now, the fact that we can get such results and this level of coordination through one tool is really impressive. I strongly recommend this to any saas looking for a CS tool. Pros The control and flexibility we get when we assign health scores is the biggest feature for us. We can adapt our playbooks and tasks for each plan. Our team can reach out to users at the right time - when they’re at risk of churn or when certain limits are met for upgrade. You get onboarding and dedicated support for every team member. Cons No major cons from my point of view. I do wish they had some way of customizing email branding and a native NPS tracker but we managed to integrate one from a third party and it works ok. Review Source JJ Jesse J. Software Engineer Computer Software Used the software for: Less than 6 months ### "Very Useful Software!" June 1, 2023 4.0 Pros I really like the ability to create saved views to categorize our customers into different groups. The playbooks are really useful as well. As a software engineer, I use the playbooks to trigger an AWS Lambda function to run custom code I have written. Cons As a software engineer, I use API endpoints frequently. I noticed that historical metrics are viewable on the custify customer page. I have tried to use the API to pull these historical timeseries values, but was informed that this endpoint was an undocumented endpoint so I wasn't able to use it like I wanted. Review Source Kyle B. Customer Success Manager Sports Used the software for: 1-2 years ### "Health score tracking has never been simpler" March 3, 2021 5.0 Lifecycle management, ability to have effective quarterly reviews with our clients Pros Custify enables us to view the health scores of our clients quickly and efficiently. Cons Nothing really, I am enjoying my experience using the software. Review Source Iulian O. Customer support Restaurants Used the software for: 6-12 months ### "Easy automation tool we use every day" June 8, 2020 5.0 From my point I can definitely say our team saves time and through all these automations, we’ve actually increased our trial to paid conversion rate. Overall easy to use, great support and highly customizable since we managed to fit it into our stack. Pros The integration with our support software and our CRM gives us a full overview of each client’s activity and with health scores we know the stats across our user base Cons Emails with activity summaries would help. Also a KG with tutorials on certain features would be a benefit. Review Source alex N. CEO Financial Services Used the software for: 6-12 months ### "Lowered my churn and made my CSM’s job much easier" January 15, 2020 5.0 Got it with concierge onboarding. Everything about this company is dedicated to helping CSMs succeed. It really helped us set things up considering we have a custom crm setup. Pros I love the product, but I want to tell you – get the concierge onboarding. They talk to you about your goals, they help your developers, they make sure you're set up and tracking what actually matters to your bottom line. Cons I could really use a monthly newsletter that gives me an overview of how my key accounts are doing. Review Source Teodora L. SaaS Marketer Marketing and Advertising Used the software for: 6-12 months ### "Flexible CS software that saves us a lot of time" May 25, 2020 5.0 Custify helps us sell more and keep more clients. We’re now better at tracking accounts and taking action on red flags immediately. Highly recommended CS software Pros Reports and segmentation features are really good. We know who to target and how. Knowing when to upsell, when a user drops in activity, or when a trial is ready to convert is essential for our bottom line. Onboarding was great and informative too! Cons Emails with weekly/monthly reviews would help. So far no major issues. Review Source MC Mary C. Director of Customer Success Marketing and Advertising Used the software for: 1-2 years ### "Great software for Customer Success!" May 10, 2022 5.0 Pros All in one software... I like that it helps us track businesses that are at risk so that we can be proactive and prevent churn. I also like the tasks section, it helps the team be on top of their duties, deadlines, etc. The onboarding is great and Custify team is super helpful. Cons It's great but such a complex platform that some things can be easily forgotten if you are not making the adjustments within the platform on daily basis. In all cases, the support team is always there to give us the instructions and help with any questions we may have. Review Source Maria-Mirabela G. Marketing Coordinator Information Technology and Services Used the software for: 6-12 months ### "A tool that helps with data and automation" April 3, 2020 5.0 Has really helped us understand our users and optimize our onboarding and upsell methods. I would strongly recommend it. Pros The concierge on boarding is really essential if you want to set this up. Since we don’t have a dedicated CSM department this process was essential to us. It helped us set our KPIs and gave us ideas on what we could do to get better results. Cons Lots to learn and on boarding takes some time. But we had a lot of help at all times from their team. Review Source Adi F. Product Manager Information Technology and Services Used the software for: 6-12 months ### "Great tool with essential data and segmentation" April 6, 2020 5.0 Automates and simplifies a lot of our reporting and measuring tasks. It helps us upsell and onboard users - really an essential tool. Pros It lets me see all the lifecycles per customer on one screen. In today's world, software products should really make UX as easy as possible. Here, we also have easy access to multiple health scores and health score trends. Cons To be honest, I haven't been using it long, so maybe I'm missing something, but for now, no complaints at all. Review Source Abhijit B. Director Sales & Operations Computer Software Used the software for: 6-12 months ### "Easy cs software that solves our basic needs here" March 12, 2020 5.0 The fact that we can customize the integrations and track what and how we send to users is very useful. We now have a clear picture of who is churning, who to call and who to target with auto campaigns. Pros It’s been quite easy to implement and the team was really helpful providing technical support and recommendations. We got a lot of ideas of great use cases we had not thought of. Cons Setup was slow and connecting every tool took a bit of patience. Worth the effort though. Review Source VICKY K. CMO Information Technology and Services Used the software for: 6-12 months ### "No more sheets, now we have a real CS tool" February 10, 2020 5.0 Their team is very professional and helped us implement. After learning the reports, it helps our workflow a lot. Pros Data, data, data. We get all our data on one screen – who uses our product and who doesn’t, how much they're using it, where they get stuck. It has been a time saver, not to mention that once we knew that, we could send personalized help and increased adoption rates. Cons Have not experienced major issues so far. Review Source Laura-Andreea V. Marketing Specialist Computer Software Used the software for: 6-12 months ### "Simple and easy tool every SaaS should use" May 19, 2020 5.0 The time saved with reports and automation makes this an essential software. Implemented the right way, your metrics will improve and you’ll save a lot of time. Pros Reporting and segmentation are really useful. Coupled with customer health metrics we get to track users through their journeys, measuring the effectiveness of each action. Cons A general dashboard or some detailed help docs on how certain actions are done would be helpful. Review Source VR Verified Reviewer Founder Information Technology and Services Used the software for: 6-12 months ### "An easy integration with great value value in reducing churn" January 26, 2020 5.0 The UX and customization options have been amazing. Integration was a breeze. We had help from their clear documentation and their awesome support. Highly recommend trying it out to see if it fits your business. Pros Instead of spending what felt like almost all my time connecting information from all kinds of different places, I can now see so much relevant information on one screen. Cons We haven't been using it for a long time. So far, so good. Review Source NU Nash U. Customer Success Specialist Marketing and Advertising Used the software for: 6-12 months ### "Great experience!" April 28, 2022 5.0 I am very satisfied with their product and support service. Pros It really helps me to organize my working schedule on a daily basis and saves me a lot of time. It gives me a lot of opportunities to monitor my client's progress and concentrate on those that need more assistance. Cons No cons so far - I am very happy with my everyday experience with Custiy! Review Source Talk to a Capterra advisor for free and get results within 15 minutes.