The customer success platforms market size has grown rapidly in recent years. It will grow from $2.45 billion in 2024 to $2.93 billion in 2025 at a compound annual growth rate (CAGR) of 19.7%. The growth in the historic period can be attributed to business growth and expansion, collaboration across departments, adoption in diverse industries, focus on customer lifetime value (CLV).
The customer success platforms market size is expected to see exponential growth in the next few years. It will grow to $6.83 billion in 2029 at a compound annual growth rate (CAGR) of 23.5%. The growth in the forecast period can be attributed to expansion of subscription economy, enhanced customer experience (CX), data-centric approaches, remote work and digital transformation, outcome-based customer success metrics. Major trends in the forecast period include focus on customer-centric strategies, SaaS and subscription-based models, data-driven customer insights, personalization and segmentation, integration with CRM systems.
The increasing adoption of cloud-based solutions is anticipated to drive the growth of the customer success platform market in the future. Cloud-hosted software and services can be accessed and utilized via a web browser or a dedicated desktop client that connects to either a desktop or mobile operating system. Nowadays, organizations are embracing cloud-based solutions, such as cloud customer success platforms, due to the advantages they provide, including enhanced customer service and quicker implementation cycles. For example, data from Flexera, a US-based computer software company, shows that in 2022, 89% of organizations adopted a multi-cloud strategy, 80% adopted a hybrid cloud, 9% opted for a single public cloud, and 2% went with a single private cloud. Consequently, the rising adoption of cloud-based solutions is fueling the growth of the customer success platform market.
The rise of remote work is anticipated to drive the growth of the customer success platform market in the future. Remote work, also referred to as telecommuting or telework, involves performing work responsibilities outside of a traditional office setting, often from home or other locations. Customer success platforms enhance remote work by facilitating efficient communication, collaboration, and proactive support, ensuring smooth interactions and satisfaction in virtual environments. For example, a survey conducted by FlexJobs' Career Pulse, a US-based provider of platforms for the freelance community, collected responses from 4,000 participants between July and August 2022. The survey found that 65% of respondents strongly preferred full-time remote work, while 32% preferred a hybrid work model. This high total of 97% indicates that most workers want the option to work remotely in some form. Therefore, the surge in remote work is propelling the customer success platform market.
Technological advancement is a significant trend gaining traction in the customer success platform market. Major companies in this sector are introducing new technologies that leverage AI-powered insights and recommended actions to maintain their market position. For example, in March 2022, Gainsight, a US-based software development company, launched the Gainsight Essentials platform, which includes AI-driven insights and recommended actions to enhance customer success. This platform enables direct access to customer-related data, accelerating time to value and reducing overall administrative costs.
Leading companies in the customer success platform market are unveiling innovative platforms like Customer Success AI (CS AI) to overcome challenges in content creation and strategy ideation. Customer Success AI (CS AI) is a generative artificial intelligence integrated into their Customer Success platform. For instance, in January 2023, ChurnZero, a US-based software development firm, launched its Customer Success AI (CS AI), which is the industry's first generative artificial intelligence embedded within a Customer Success platform. Powered by OpenAI, it accelerates content creation and strategy ideation, enabling users to quickly produce tailored customer engagement content and ideas with minimal input, thereby streamlining Customer Success processes.
In January 2022, Gainsight, a US-based customer success company, acquired inSided for an undisclosed sum. This acquisition enables Gainsight to connect a business's digital products, customer-facing staff, and client communities across the entire customer experience. inSided is a customer success community platform based in Amsterdam.
Major companies operating in the customer success platforms market are Gainsight Inc., Salesforce.com Inc., Totango Ltd., Strikedeck Inc., ClientSuccess LLC, ChurnZero Inc., Cisco Systems Inc., Wootric Inc., Planhat AB, CustomerSuccessBox, ZoomInfo Technologies LLC, Intercom Inc., WalkMe Ltd., Akita Software Ltd., Custify Ltd., SmartKarrot Inc., HubSpot Inc., Amity Software Inc., Natero Inc., UserIQ Inc., Catalyst Software Inc., Chorus.ai Inc., Cognism Limited, Freshworks Inc., Airtable Inc., Churn Buster LLC, CustomerGauge, Customer Success Builder, Zendesk Inc., Vitally Inc.
North America was the largest region in the customer success platforms market share in 2024. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer success platforms market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa. The countries covered in the customer success platforms market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.
Customer success platforms are software platforms designed to provide a unified, 360-degree picture of the customer data, pulled and combined from outer applications like email, customer relationship management (CRM) administrations, live talk, and client care tickets. Customer success platforms are used by businesses to improve customer experiences and boost customer lifetime value, thereby ensuring customer satisfaction and better retention.
The main components of customer success platforms are platforms and services. The deployment modes are cloud, and on-premises. Platforms are used to collaborate with the consumer in order to help them make better use of the product or service. Platform refers to the collection of instructions, data, or computer programs that are used to carry out activities. The organization sizes are SMEs, large enterprises. The various applications are sales and marketing optimization, reporting and analytics, customer segmentation, risk and compliance management, customer service, customer onboarding, and other applications. The end-users are BFSI, retail and ecommerce, transportation and logistics, healthcare, telecom and it, government and public sector, and other end-users.
The customer success platforms market research report is one of a series of new reports that provides customer success platforms market statistics, including customer success platforms industry global market size, regional shares, competitors with an customer success platforms market share, detailed customer success platforms market segments, market trends and opportunities, and any further data you may need to thrive in the customer success platforms industry. This customer success platforms market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.
The customer success platforms market includes revenues earned by entities by consulting, system integration and implementation and support and maintenance. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.
The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).
The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.
This product will be delivered within 3-5 business days.
The customer success platforms market size is expected to see exponential growth in the next few years. It will grow to $6.83 billion in 2029 at a compound annual growth rate (CAGR) of 23.5%. The growth in the forecast period can be attributed to expansion of subscription economy, enhanced customer experience (CX), data-centric approaches, remote work and digital transformation, outcome-based customer success metrics. Major trends in the forecast period include focus on customer-centric strategies, SaaS and subscription-based models, data-driven customer insights, personalization and segmentation, integration with CRM systems.
The increasing adoption of cloud-based solutions is anticipated to drive the growth of the customer success platform market in the future. Cloud-hosted software and services can be accessed and utilized via a web browser or a dedicated desktop client that connects to either a desktop or mobile operating system. Nowadays, organizations are embracing cloud-based solutions, such as cloud customer success platforms, due to the advantages they provide, including enhanced customer service and quicker implementation cycles. For example, data from Flexera, a US-based computer software company, shows that in 2022, 89% of organizations adopted a multi-cloud strategy, 80% adopted a hybrid cloud, 9% opted for a single public cloud, and 2% went with a single private cloud. Consequently, the rising adoption of cloud-based solutions is fueling the growth of the customer success platform market.
The rise of remote work is anticipated to drive the growth of the customer success platform market in the future. Remote work, also referred to as telecommuting or telework, involves performing work responsibilities outside of a traditional office setting, often from home or other locations. Customer success platforms enhance remote work by facilitating efficient communication, collaboration, and proactive support, ensuring smooth interactions and satisfaction in virtual environments. For example, a survey conducted by FlexJobs' Career Pulse, a US-based provider of platforms for the freelance community, collected responses from 4,000 participants between July and August 2022. The survey found that 65% of respondents strongly preferred full-time remote work, while 32% preferred a hybrid work model. This high total of 97% indicates that most workers want the option to work remotely in some form. Therefore, the surge in remote work is propelling the customer success platform market.
Technological advancement is a significant trend gaining traction in the customer success platform market. Major companies in this sector are introducing new technologies that leverage AI-powered insights and recommended actions to maintain their market position. For example, in March 2022, Gainsight, a US-based software development company, launched the Gainsight Essentials platform, which includes AI-driven insights and recommended actions to enhance customer success. This platform enables direct access to customer-related data, accelerating time to value and reducing overall administrative costs.
Leading companies in the customer success platform market are unveiling innovative platforms like Customer Success AI (CS AI) to overcome challenges in content creation and strategy ideation. Customer Success AI (CS AI) is a generative artificial intelligence integrated into their Customer Success platform. For instance, in January 2023, ChurnZero, a US-based software development firm, launched its Customer Success AI (CS AI), which is the industry's first generative artificial intelligence embedded within a Customer Success platform. Powered by OpenAI, it accelerates content creation and strategy ideation, enabling users to quickly produce tailored customer engagement content and ideas with minimal input, thereby streamlining Customer Success processes.
In January 2022, Gainsight, a US-based customer success company, acquired inSided for an undisclosed sum. This acquisition enables Gainsight to connect a business's digital products, customer-facing staff, and client communities across the entire customer experience. inSided is a customer success community platform based in Amsterdam.
Major companies operating in the customer success platforms market are Gainsight Inc., Salesforce.com Inc., Totango Ltd., Strikedeck Inc., ClientSuccess LLC, ChurnZero Inc., Cisco Systems Inc., Wootric Inc., Planhat AB, CustomerSuccessBox, ZoomInfo Technologies LLC, Intercom Inc., WalkMe Ltd., Akita Software Ltd., Custify Ltd., SmartKarrot Inc., HubSpot Inc., Amity Software Inc., Natero Inc., UserIQ Inc., Catalyst Software Inc., Chorus.ai Inc., Cognism Limited, Freshworks Inc., Airtable Inc., Churn Buster LLC, CustomerGauge, Customer Success Builder, Zendesk Inc., Vitally Inc.
North America was the largest region in the customer success platforms market share in 2024. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer success platforms market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa. The countries covered in the customer success platforms market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.
Customer success platforms are software platforms designed to provide a unified, 360-degree picture of the customer data, pulled and combined from outer applications like email, customer relationship management (CRM) administrations, live talk, and client care tickets. Customer success platforms are used by businesses to improve customer experiences and boost customer lifetime value, thereby ensuring customer satisfaction and better retention.
The main components of customer success platforms are platforms and services. The deployment modes are cloud, and on-premises. Platforms are used to collaborate with the consumer in order to help them make better use of the product or service. Platform refers to the collection of instructions, data, or computer programs that are used to carry out activities. The organization sizes are SMEs, large enterprises. The various applications are sales and marketing optimization, reporting and analytics, customer segmentation, risk and compliance management, customer service, customer onboarding, and other applications. The end-users are BFSI, retail and ecommerce, transportation and logistics, healthcare, telecom and it, government and public sector, and other end-users.
The customer success platforms market research report is one of a series of new reports that provides customer success platforms market statistics, including customer success platforms industry global market size, regional shares, competitors with an customer success platforms market share, detailed customer success platforms market segments, market trends and opportunities, and any further data you may need to thrive in the customer success platforms industry. This customer success platforms market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.
The customer success platforms market includes revenues earned by entities by consulting, system integration and implementation and support and maintenance. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.
The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).
The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.
This product will be delivered within 3-5 business days.
Table of Contents
1. Executive Summary2. Customer Success Platforms Market Characteristics3. Customer Success Platforms Market Trends and Strategies4. Customer Success Platforms Market - Macro Economic Scenario Including the Impact of Interest Rates, Inflation, Geopolitics, and the Recovery from COVID-19 on the Market32. Global Customer Success Platforms Market Competitive Benchmarking and Dashboard33. Key Mergers and Acquisitions in the Customer Success Platforms Market34. Recent Developments in the Customer Success Platforms Market
5. Global Customer Success Platforms Growth Analysis and Strategic Analysis Framework
6. Customer Success Platforms Market Segmentation
7. Customer Success Platforms Market Regional and Country Analysis
8. Asia-Pacific Customer Success Platforms Market
9. China Customer Success Platforms Market
10. India Customer Success Platforms Market
11. Japan Customer Success Platforms Market
12. Australia Customer Success Platforms Market
13. Indonesia Customer Success Platforms Market
14. South Korea Customer Success Platforms Market
15. Western Europe Customer Success Platforms Market
16. UK Customer Success Platforms Market
17. Germany Customer Success Platforms Market
18. France Customer Success Platforms Market
19. Italy Customer Success Platforms Market
20. Spain Customer Success Platforms Market
21. Eastern Europe Customer Success Platforms Market
22. Russia Customer Success Platforms Market
23. North America Customer Success Platforms Market
24. USA Customer Success Platforms Market
25. Canada Customer Success Platforms Market
26. South America Customer Success Platforms Market
27. Brazil Customer Success Platforms Market
28. Middle East Customer Success Platforms Market
29. Africa Customer Success Platforms Market
30. Customer Success Platforms Market Competitive Landscape and Company Profiles
31. Customer Success Platforms Market Other Major and Innovative Companies
35. Customer Success Platforms Market High Potential Countries, Segments and Strategies
36. Appendix
Executive Summary
Customer Success Platforms Global Market Report 2025 provides strategists, marketers and senior management with the critical information they need to assess the market.This report focuses on customer success platforms market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.
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Description
Where is the largest and fastest growing market for customer success platforms? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? The customer success platforms market global report answers all these questions and many more.The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market’s historic and forecast market growth by geography.
- The market characteristics section of the report defines and explains the market.
- The market size section gives the market size ($b) covering both the historic growth of the market, and forecasting its development.
- The forecasts are made after considering the major factors currently impacting the market. These include:
- The forecasts are made after considering the major factors currently impacting the market. These include the Russia-Ukraine war, rising inflation, higher interest rates, and the legacy of the COVID-19 pandemic.
- Market segmentations break down the market into sub markets.
- The regional and country breakdowns section gives an analysis of the market in each geography and the size of the market by geography and compares their historic and forecast growth. It covers the growth trajectory of COVID-19 for all regions, key developed countries and major emerging markets.
- The competitive landscape chapter gives a description of the competitive nature of the market, market shares, and a description of the leading companies. Key financial deals which have shaped the market in recent years are identified.
- The trends and strategies section analyses the shape of the market as it emerges from the crisis and suggests how companies can grow as the market recovers.
Scope
Markets Covered:
1) by Component: Platforms; Services2) by Deployment Mode: Cloud; on-Premises
3) by Organization Size: SMEs; Large Enterprises
4) by Application: Sales and Marketing Optimization; Reporting and Analytics; Customer Segmentation; Risk and Compliance Management; Customer Service; Customer Onboarding; Other Applications
5) by End-User: BFSI; Retail and E-Commerce; Transportation and Logistics; Healthcare; Telecom and IT; Government and Public Sector; Other End-Users
Subsegments:
1) by Platforms: Customer Onboarding Tools; Customer Health Score Analytics; Communication and Engagement Tools; Reporting and Analytics Solutions; Workflow Automation Platforms2) by Services: Consulting Services; Implementation Services; Training and Support Services; Integration Services
Key Companies Mentioned: Gainsight Inc.; Salesforce.com Inc.; Totango Ltd.; Strikedeck Inc.; ClientSuccess LLC
Countries: Australia; Brazil; China; France; Germany; India; Indonesia; Japan; Russia; South Korea; UK; USA; Canada; Italy; Spain
Regions: Asia-Pacific; Western Europe; Eastern Europe; North America; South America; Middle East; Africa
Time Series: Five years historic and ten years forecast.
Data: Ratios of market size and growth to related markets, GDP proportions, expenditure per capita.
Data Segmentation: Country and regional historic and forecast data, market share of competitors, market segments.
Sourcing and Referencing: Data and analysis throughout the report is sourced using end notes.
Delivery Format: PDF, Word and Excel Data Dashboard.
Companies Mentioned
Some of the major companies featured in this Customer Success Platforms market report include:- Gainsight Inc.
- Salesforce.com Inc.
- Totango Ltd.
- Strikedeck Inc.
- ClientSuccess LLC
- ChurnZero Inc.
- Cisco Systems Inc.
- Wootric Inc.
- Planhat AB
- CustomerSuccessBox
- ZoomInfo Technologies LLC
- Intercom Inc.
- WalkMe Ltd.
- Akita Software Ltd.
- Custify Ltd.
- SmartKarrot Inc.
- HubSpot Inc.
- Amity Software Inc.
- Natero Inc.
- UserIQ Inc.
- Catalyst Software Inc.
- Chorus.ai Inc.
- Cognism Limited
- Freshworks Inc.
- Airtable Inc.
- Churn Buster LLC
- CustomerGauge
- Customer Success Builder
- Zendesk Inc.
- Vitally Inc.
Table Information
| Report Attribute | Details |
|---|---|
| No. of Pages | 200 |
| Published | February 2025 |
| Forecast Period | 2025 - 2029 |
| Estimated Market Value ( USD | $ 2.93 Billion |
| Forecasted Market Value ( USD | $ 6.83 Billion |
| Compound Annual Growth Rate | 23.5% |
| Regions Covered | Global |
| No. of Companies Mentioned | 31 |
