Customer Success Platforms (CSP)
The system of record for post-sale customer relationship management — centralizing customer health scores, lifecycle stage tracking, playbook automation, risk and expansion signal detection, renewal forecasting, and CSM workspace tools. Core capabilities include health scoring models (usage, support, engagement, sentiment), automated playbook triggers, task and touchpoint management, stakeholder mapping, NRR and GRR dashboards, and integration with CRM, product analytics, and support systems. The category spans enterprise platforms (Gainsight) with deep analytics and workflow engines through SMB-focused tools (Vitally, Custify) that emphasize ease of setup and time-to-value.