Staircase AI Alternatives

ChurnZero has been a game-changer for our CSM team. We are now able to provide structure to our day-to-day workflow and measure success in a meaningful way. Segmentation is very user-friendly, dashboards are fantastic, and our ability to measure the health of our customer with different integrations and customer engagements has been incredibly impactful.

Planhat has proven to be an intuitive and highly effective Customer Success Platform for our organization. It's user-friendly design, combined with functionality tailored specifically for our Customer Success Managers, has enabled rapid adoption and streamlined day-to-day operations. One of Planhat's greatest strengths is its flexibility and configurability. We have successfully customized the platform to align with our business process and integrated it across our Customer Success technology stack, providing our CSMs with a centralized view of customer data and insights in a single platform. Planhat has become a key enabler to our AI Transformation initiatives by serving as a centralized source of customer data, engagement insights and operational intelligence. Overall, Planhat continues to evolve as a strategic platform that not only supports our Customer Success workflows but also enables innovation through AI-driven automation and insights.

I use Custify every day and honestly can't imagine my day to day activities as a CSM without it. I think they are doing pretty well, constantly introducing new features, adding AI features, and their support is superb

My review comes from over 4.5 years of Gainsight experience across two companies. Journey Orchestrator (JO) is the engine for the scaled CS motion I've been part of. The amount of customization and flexibility allows us to build broad, reusable audiences with precise targeting layered in. That equates to fewer moving parts to maintain, with less risk of a one-off breaking in production. Features like inline editing on shared reports means teams are able to update the reports on their dashboards, saving time across both ops and CS teams. Because CSMs can stay in the system they work and know, there's less bouncing between tools. With that great power does come a steep learning curve. It can take new users time to get adjusted. The product team listens -- I've seen feedback raised by myself and others in the community become part of the roadmap, from design to release. That's a huge win in my book.

Our overall experience with Freshdesk Customer Success has been very positive. The platform is intuitive, easy to adopt, and helps our teams centralize customer interactions and improve operational efficiency. The onboarding process was smooth, and the support team has been responsive and helpful whenever issues or questions arose.

My overall experience with Velaris has been highly positive, and I’d easily rate it a 4.5 out of 5 stars for how effectively it has transformed our Customer Success team from reactive to proactive. The biggest standout for me was their exceptional "done-for-you" onboarding and data migration support, which seamlessly combined with their powerful AI features to give us instant, consolidated account health summaries that save us hours of manual work every week. That said, it does come with a steep initial learning curve, and the interface can occasionally lag when navigating heavy data or trying to customize specific reporting and success modules. Ultimately, it has become an invaluable single source of truth for our operations, making it a top-tier choice for any scaling SaaS company willing to invest a little time into mastering its robust feature set.

Prior to Totango, our CSM's were managing their books of business using a chaotic mix of Salesforce reports, spreadsheets and sticky notes. Totango brings order to that chaos by centralizing product usage telemetry, support tickets, billing data, and CRM integrations into a single Customer 360.

Our overall experience with Certinia has been exceptional. Our org has been a long-time Certinia customer for Professional Services, and we recently expanded our relationship by migrating our Customer Success platform to Certinia as well. Although we faced some early project governance challenges, Certinia leadership team responded quickly and decisively, became personally involved, and helped drive a very positive outcome. Their technical team was excellent, the Salesforce and data integration work was seamless, and post-go-live support has been superb. What stands out most is Certinia's customer focus and practical innovation. Their product team genuinely listens to feedback and acts on it. Through my participation in their Executive Customer Advisory Board, I have seen Certinia thoughfully advance AI capabilities such as Account Summaries, Business Review Preparation, and dynamic playbooks that help CS teams move from insight to action. Certinia has been very flexible in supporting our org-specific needs, including providing an API to embed output from our internally built AI-based Customer Success Plan generator directly into Certinia. This enables our CSMs to manage customer outcomes in one platform. Overall, Certinia has proven to be a responsive, collaborative, and innovative partner that delivers strong execution, meaningful AI capabilities, and real customer value.