Top B2B Products for Customer Success Roles
Top B2B product categories for Customer Success (CS) roles include CRM, IT service desk applications, and productivity applications. Our analysis for this report focused on two common roles in CS: Customer Success Manager and Customer Service Representative. The most widely used products for each of these roles can be seen below.
1. CUSTOMER SUCCESS MANAGER
Vendor Spotlight: Gainsight
Gainsight Customer Count by Size (Number of Employees)
TOTAL CUSTOMERS
Source: HG Insights data
Number of Employees
• 1 to 50
• 51 to 250
• 251 to 1,000
• 1,001 and above
Customers
1,856,716
422,800
233,700
114,0117
INSIGHTS
Gainsight is considered to be the pioneer of CS software and the category of CS as a whole. Gainsight’s software is widely used by Customer Success Managers, and is also marketed to Product teams, specifically from a product experience standpoint to improve user adoption.
HG’s data uncovered more than 2.6 million detected installations of Gainsight, 70.7% of which are organizations with 50 employees or fewer.
1. CUSTOMER SERVICE REPRESENTATIVE
