Capterra offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Learn more
Our commitment
Independent research methodology
Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. Learn more
How Capterra verifies reviews
Capterra carefully verified over 2.5 million+ reviews to bring you authentic software and services experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. Learn more
How Capterra ensures transparency
Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software and service providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. Learn more
ChurnZero
ChurnZero Overview:
What is ChurnZero?
ChurnZero is the platform and partner for customer growth.
ChurnZero’s dynamic health and relationship scores, forecasting, reporting, trend tracking, and proprietary Customer Success AI™ tell you exactly what customers want and need, and why. Businesses can deliver hyper-personalized communications and strategic journeys at the touch of a button. Best of all, ChurnZero grows with your business, increasing your customer team’s impact and reach so you can grow more revenue and succeed at scale.
Along with product innovation, ChurnZero is known for its partnerships with customers. Your team will get award-winning customer success, training, implementation guidance, and support to help you deliver the best possible customer experience.
Who Uses ChurnZero?
ChurnZero was designed for digital subscription businesses (SAAS, content, services) where customer engagement is key to Customer Success.
Where can ChurnZero be deployed?
Cloud-based
On-premise
View 6 more
Overall rating
See all reviews
Based on 129 reviews
Reviews sentiment
Positive
98%
Neutral
1%
Negative
1%
Starting Price
US$12,000.00
Per User, Per Month
Free trial
About the vendor
- ChurnZero
- Located in Arlington, US
- Founded in 2015
ChurnZero support
- Phone Support
- Chat
Countries available
Show more details
Australia, Belgium, Canada, Ireland, Israel
Countries available
Countries where the product is available. Note: Customer support may not be accessible in that country.
- Australia
- Belgium
- Canada
- Ireland
- Israel
- Netherlands
- New Zealand
- United Kingdom
- United States
Languages
Show more details
English
Features of ChurnZero
Other great alternatives to ChurnZero
Top rated features
Real-time Consumer-facing Chat
Support Ticket Management
Top rated features
Performance Metrics
Usage Tracking/Analytics
Top rated features
Email Management
Ticket Management
Top rated features
CRM
Interaction Tracking
Top rated features
Call Logging
Call Recording
Top rated features
Contact Management
Lead Management
Top rated features
Multiple Projects
Project Planning/Scheduling
Top rated features
Contact Management
Project Planning/Scheduling
Top rated features
Collaboration Tools
Email Management
Capterra verified reviews for ChurnZero
Translation Disclaimer
This service may contain translations provided by google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and noninfringement. Gartner's use of this provider is for operational purposes and does not constitute an endorsement of its products or services.
Overall rating
Based on 129 reviews
Write a Review!
Filter reviews (129)
Filter reviews (129)
Filter reviews (129)
Sort by
Des
Manager, Customer Success in Canada
Security & Investigations, 51–200 Employees
Used the Software for: 6-12 months
"You have to get ChurnZero for your team!"
14 October 2025
ChurnZero has been the most helpful CSM tool throughout my 13 years in customer success. It is incredibly flexible and configurable, allows a more holistic view of my data with stunning dashboards and their support / CSM team is incredible. This has been a game changer for my team!
Pros:
It is incredibly flexible and configurable, allows a more holistic view of my data with stunning dashboards. Collaborative Success Plans has been a game changer as we plan to move towards a more structured process. The built in integration with Gong is also incredibly helpful!
Cons:
It's hard to find something I do not like so I will mention something small - the ability to remove multiple tags (account/contact) at once and to only show the ones applied in the removal overlay.
Reviewer Source
Show more details
Verified Reviewer
Verified LinkedIn User
Photography, 2–10 Employees
Used the Software for: 1+ year
"Churnzero is one of the most fully featured customer success platforms available"
5 April 2024
Pros:
Churnzero incorporates rich integrations, customer facing guides, and data analytics to really understand how prospects and customers are interacting with my site so I can help push them through workflows and end in a good place.
Being able to create in app and interactive guides really helps with automating success.
Churnzero was built to include analytics at its core, which is a benefit over competitors who use a data partner. This helps streamline the experience.
Cons:
Chrunzero is expensive and like most products like this it takes quite a long time to implement into an org. On average it can take 6 to 8 weeks before setup is close to finished and at least a few more weeks after that to start getting value out of the product.
Reviewer Source
Show more details
Winnie
Vice President in US
Verified LinkedIn User
Management Consulting, 11–50 Employees
Used the Software for: 6-12 months
"Great CS platform for SaaS businesses"
30 October 2017
- Increased visibility on usage stats
- Better understanding of which clients are high/medium/low risk of churning (good for our CS team)
- Knowledge of which features of our SaaS platform are used most widely (drives more R & D and good info for our product teams)
- Smoother annual renewal process (good for our sales teams)
- Improved and consistent communication and setting up plays
- Understanding our various segments and the activities we see among them
- Better understanding of which clients are high/medium/low risk of churning (good for our CS team)
- Knowledge of which features of our SaaS platform are used most widely (drives more R & D and good info for our product teams)
- Smoother annual renewal process (good for our sales teams)
- Improved and consistent communication and setting up plays
- Understanding our various segments and the activities we see among them
Pros:
Implementing ChurnZero has been one of the highlights of our year. It is a great feeling knowing we are proactively able to monitor client health and manage renewals appropriately. We used to track activities and usage internally but it was a much more manual process. ChurnZero's platform and sleek UX is easy to use and navigate. Reports, dashboards, and key metrics are easy to understand and digest and enable our teams to take actionable steps.
In less than 6 months, we were able to not only fully implement ChurnZero but have data and analysis in time for our annual user conference in October. Our enterprise clients were thrilled with our new usage stats we were able to provide to them...definitely made us look great!
Cons:
While there are options to tailor/customize certain elements (like segmentation, churn score, etc) there is still opportunity to allow further tailoring of the site and features. For example, tailoring notifications is great but having the ability to remove tags would be beneficial. Being able to see what browser our end users are using while in our platform would also be helpful because many of our customer troubleshooting begins with us identifying whether they are using browsers that are too old or are no longer being supported.
ChurnZero has been good so far at listening to us and accepting feedback and helping us with implementation. I have no doubt they have good product roadmap plans and will incorporate elements as more and more of their customers suggest improvements.
ChurnZero is also a very robust system and we have it integrated not only with our SaaS platform but also with Salesforce so fully implementing everything took longer than expected (~3 months). This was mainly due to our internal resources having the time to work with the implementation team (not ChurnZero's fault) but I wish we had more of a heads up prior to rolling out.
Reviewer Source
Show more details
Milad
Senior Customer Success Engineer in US
Information Technology & Services, 51–200 Employees
Used the Software for: 6-12 months
"Great Platform, Great Team, Great Experience."
12 July 2021
Our CSM has been a huge delight. [SENSITIVE CONTENT HIDDEN] would go above and beyond for us on multiple occasions and quite frankly the main reason why I am providing this review.
Integrations available out of the box work great.
Pros:
Comes with a dedicated CSM!
Easy integrations for the ones available out of the box
Less intense of a learning curve
Cons:
We use Google BQ for our general product usage data and building out an API to pull this data weekly requires a lot of hours to develop on our end. This is really the only negative I have.
Reasons for Switching to ChurnZero:
Overall, the experience has been great. Of all the platforms ChurnZero came at a great price and with a dedicated CSM.
Reviewer Source
Show more details
Christina
Strategist in US
Marketing & Advertising, 51–200 Employees
Used the Software for: 1+ year
"Meh"
22 January 2020
Overall, I'm supposed to use this every day at work. I dislike it so much that I have to schedule time to use it weekly to do all my entries. I avoid it as much as possible.
Pros:
The one thing I really like about this software is the e-mail stream that it displays for each client account.
Cons:
This software feels cumbersome and is not intuitive at all. It's difficult to navigate and figure out where to click.
Reviewer Source
Show more details