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Report Overview
The global customer success platform market attained a value of USD 2149.21 Million in 2025. The market is expected to grow at a CAGR of 26.10% during the forecast period of 2026-2035. By 2035, the market is expected to reach USD 21848.91 Million.
Customer success platforms (CSPs) use AI and machine learning to predict customer behavior and identify churn risks. In May 2025, Steerco’s AI platform launched an agentic assistant that automates QBRs, account reviews, and success plans, enabling customer success and account management teams to focus on strategic work instead of manual reporting. This innovation reflects a broader trend of AI-driven automation in customer success, helping teams proactively manage accounts, improve retention, and drive measurable business outcomes.
The shift to cloud architecture is making the customer success platform industry more accessible, scalable, and enabling remote anytime access. A real-life launch illustrating this is Vitally’s cloud-native customer success platform, introduced in February 2025. Vitally offers flexible SaaS deployment with strong automation and playbooks tailored for SaaS startups scaling quickly. Its cloud foundation allows teams to access real-time customer data and manage engagement workflows from anywhere, boosting agility and collaboration.
2025
Base Year
2019-2025
Historical Period
2026-2035
Forecast Period
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CRM software can raise sales by up to 29% and enhance sales team efficiency by 34%.
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65% of mobile CRM users can achieve their yearly sales target, compared to 22% of non-mobile CRM users.
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59% of organisations report that CRM applications have helped them increase customer loyalty (by 47%), customer satisfaction rate (by 47%), and lower lead cost (by 27%).
Competitive Landscape
Leading players in the customer success platform market are leveraging multiple strategies to drive growth, expand market share, and address evolving customer needs. Woth product innovation, vendors integrate AI, predictive analytics, and automation to enable real-time customer health monitoring, churn prediction, and personalized recommendations. Platforms increasingly adopt modular and scalable offerings, catering to SMEs as well as enterprise clients, and enabling subscription-based, outcome-driven engagement.
Platform integration and ecosystem expansion is another strategy, linking CSPs with CRMs, marketing, support, and product usage data, while offering cross-functional dashboards to improve collaboration and decision-making. Vendors also focus on industry and regional expansion, tailoring solutions for verticals like healthcare, telecom, and retail, and entering emerging markets with localization and cost-effective solutions.
Gainsight, Inc.
Founded in 2009 and headquartered in San Francisco, the United States, Gainsight is recognized as a pioneer in customer success software. It introduced AI-driven health scoring, customer journey orchestration, and integrations with major CRMs. Its innovations like Gainsight PX and the 2025 AI Agent for Slack strengthened data-driven customer engagement.
Salesforce.com, Inc.
Established in 1999 and based in San Francisco, Salesforce revolutionized cloud CRM. Its Customer 360 and Einstein AI innovations extended capabilities into predictive customer success. Salesforce’s unified data platform enables real-time insights, while tools like Einstein 1 Studio (2024) integrate low-code AI for proactive, outcome-focused customer management.
SmartKarrot Inc.
Founded in 2019 with headquarters in Plano, Texas, SmartKarrot focuses on customer success automation for B2B SaaS firms. Its platform combines engagement tracking, journey mapping, and predictive analytics. Known for its unified customer intelligence approach, SmartKarrot empowers teams with actionable insights to reduce churn and drive customer-led growth.
Totango, Inc.
Established in 2010 and headquartered in California, Totango offers modular, no-code customer success solutions. It introduced the “Customer Experience Canvas” for journey design and the AI-driven “Unison” engine in 2024. Totango’s scalable platform enables organizations to manage customer health, automate workflows, and optimize success outcomes.
Other players in the global customer success platform market include ClientSuccess, Inc., Strikedeck, Inc., ChurnZero, Inc, and Freshworks Inc., among others.
Customer Success Platform Market Report Snapshots
*While we strive to always give you current and accurate information, the numbers depicted on the website are indicative and may differ from the actual numbers in the main report. At Expert Market Research, we aim to bring you the latest insights and trends in the market. Using our analyses and forecasts, stakeholders can understand the market dynamics, navigate challenges, and capitalize on opportunities to make data-driven strategic decisions.*
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Key Questions Answered in the Report
In 2025, the market reached an approximate value of USD 2149.21 Million.
The market is projected to grow at a CAGR of 26.10% between 2026 and 2035.
The market is estimated to witness a healthy growth in the forecast period of 2026-2035 to reach USD 21848.91 Million by 2035.
Customer success platform (CSP) is a software solution that helps businesses manage their customer relationships, retention, and loyalty. CSPs enable companies to identify risks and opportunities, deliver customer support and guidance, and measure the impact of customer success initiatives.
Key strategies driving the market include AI-driven analytics for predictive insights, platform integration with CRMs and product data, modular and scalable offerings for SMEs and enterprises, outcome-based success planning, hyper-personalized customer journeys, industry-specific solutions, regional expansion, and strategic partnerships or acquisitions to enhance capabilities and competitiveness.
Key trends aiding customer success platform market expansion include the introduction of cloud computing for customer satisfaction, and the need for innovative solutions to track customer scores and lower turnover.
The major regions in the market are North America, Latin America, Middle East and Africa, Europe, and Asia Pacific.
The significant application of the global customer success platform market are customer experience management, sales and marketing management, risk and compliance management, and customer service.
Based on deployment model, the market can be divided into on-premises and cloud.
The market can be divided based on organisation size into small and medium-sized enterprises and large enterprises.
The significant industry verticals are banking, financial services, and insurance, retail and e-commerce, telecommunications and IT, healthcare and life sciences, and government and public sector, among others.
The key players in the market report include Gainsight, Inc., Salesforce.com, Inc., SmartKarrot Inc., Totango, Inc., ClientSuccess, Inc., Strikedeck, Inc., ChurnZero, Inc, and Freshworks Inc., among others.
The large enterprises segment dominates the market as they have vast customer bases, complex product portfolios.
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