2026 Global: Customer Success Management Market-Competitive Review (2032) report
Description
The 2026 Global: Customer Success Management Market-Competitive Review (2031) report features the global market size and projected growth/decline data for the period 2021 through 2032. The report primarily provides an examination of the business strategies for the ten largest global companies in the market and how their strategies differ.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for customer success management market by geography and historical trend. The scope of the report extends to sizing of the customer success management market market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
Gainsight, Salesforce, Totango, ChurnZero, Planhat, Vitally, HubSpot, Microsoft (Dynamics 365), IBM, and Zendesk are widely recognized as ten major companies shaping the Customer Success Management market through complementary strengths in analytics, automation, and enterprise integrations. Gainsight leads with deep health‑scoring, playbooks, and a broad post‑sales ecosystem that Gartner and Forrester have repeatedly ranked highly for vision and execution. Salesforce leverages its Data Cloud, AI investments, and tight CRM-CS integration to offer an end‑to‑end customer lifecycle platform that large enterprises adopt for scale and global governance. Totango distinguishes itself with modularity and rapid time‑to‑value for growth and enterprise customers, emphasizing outcomes and success planning in a flexible architecture. ChurnZero focuses on real‑time product usage signals and in‑app engagement to drive retention and expansion for subscription businesses, appealing to high‑velocity SaaS vendors seeking actionable alerts and automation.
Planhat, Vitally, and HubSpot occupy important positions for organizations seeking a mix of warehouse‑native analytics, operational workflows, and go‑to‑market alignment. Planhat has attracted significant investment to accelerate its warehouse‑native, API‑first platform and AI roadmap aimed at cross‑functional post‑sales teams and verticalized use cases. Vitally markets itself on simplicity and product‑centric project management features that help mid‑market CS teams operationalize playbooks and adoption metrics with lower implementation overhead. HubSpot extends CRM and customer lifecycle capabilities into post‑sales teams by integrating service, support, and success workflows with its broader inbound platform—making it a common choice for companies aligning acquisition and retention motions. Microsoft Dynamics 365 brings enterprise governance, identity, and cross‑suite data integration to Customer Success through native ties to sales, service, and Azure data services, appealing to organizations standardizing on Microsoft stacks.
IBM and Zendesk round out the landscape by addressing large enterprise complexity and service‑centric success models. IBM pairs extensive consulting, AI, and managed services with customer success initiatives, enabling complex digital transformations and large‑scale CS staffing strategies for regulated industries and global accounts. Zendesk, historically strong in support and conversational interfaces, has expanded toward success by embedding CRM signals, omnichannel analytics, and automation that help service teams drive adoption and reduce friction across the customer journey. Across these ten vendors, differentiation centers on data architecture (warehouse‑native vs. monolithic), AI and predictive scoring, integration depth with CRM/ billing/ product telemetry, and packaged playbooks for verticals—factors buyers weigh when selecting platforms to reduce churn, increase expansion revenue, and scale post‑sales operations.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for customer success management market by geography and historical trend. The scope of the report extends to sizing of the customer success management market market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
Gainsight, Salesforce, Totango, ChurnZero, Planhat, Vitally, HubSpot, Microsoft (Dynamics 365), IBM, and Zendesk are widely recognized as ten major companies shaping the Customer Success Management market through complementary strengths in analytics, automation, and enterprise integrations. Gainsight leads with deep health‑scoring, playbooks, and a broad post‑sales ecosystem that Gartner and Forrester have repeatedly ranked highly for vision and execution. Salesforce leverages its Data Cloud, AI investments, and tight CRM-CS integration to offer an end‑to‑end customer lifecycle platform that large enterprises adopt for scale and global governance. Totango distinguishes itself with modularity and rapid time‑to‑value for growth and enterprise customers, emphasizing outcomes and success planning in a flexible architecture. ChurnZero focuses on real‑time product usage signals and in‑app engagement to drive retention and expansion for subscription businesses, appealing to high‑velocity SaaS vendors seeking actionable alerts and automation.
Planhat, Vitally, and HubSpot occupy important positions for organizations seeking a mix of warehouse‑native analytics, operational workflows, and go‑to‑market alignment. Planhat has attracted significant investment to accelerate its warehouse‑native, API‑first platform and AI roadmap aimed at cross‑functional post‑sales teams and verticalized use cases. Vitally markets itself on simplicity and product‑centric project management features that help mid‑market CS teams operationalize playbooks and adoption metrics with lower implementation overhead. HubSpot extends CRM and customer lifecycle capabilities into post‑sales teams by integrating service, support, and success workflows with its broader inbound platform—making it a common choice for companies aligning acquisition and retention motions. Microsoft Dynamics 365 brings enterprise governance, identity, and cross‑suite data integration to Customer Success through native ties to sales, service, and Azure data services, appealing to organizations standardizing on Microsoft stacks.
IBM and Zendesk round out the landscape by addressing large enterprise complexity and service‑centric success models. IBM pairs extensive consulting, AI, and managed services with customer success initiatives, enabling complex digital transformations and large‑scale CS staffing strategies for regulated industries and global accounts. Zendesk, historically strong in support and conversational interfaces, has expanded toward success by embedding CRM signals, omnichannel analytics, and automation that help service teams drive adoption and reduce friction across the customer journey. Across these ten vendors, differentiation centers on data architecture (warehouse‑native vs. monolithic), AI and predictive scoring, integration depth with CRM/ billing/ product telemetry, and packaged playbooks for verticals—factors buyers weigh when selecting platforms to reduce churn, increase expansion revenue, and scale post‑sales operations.
Table of Contents
32 Pages
- 1.0 Scope of Report and Methodology
- 2.0 Market SWOT Analysis and Players
- 2.1 Market Definition
- 2.2 Market Segments
- 2.3 Market Strengths
- 2.4 Market Weaknesses
- 2.5 Market Threats
- 2.6 Market Opportunities
- 2.7 Major Players
- 3.0 Competitive Analysis
- 3.1 Market Player 1
- 3.2 Market Player 2
- 3.3 Market Player 3
- 3.4 Market Player 4
- 3.5 Market Player 5
- 3.6 Market Player 6
- 3.7 Market Player 7
- 3.8 Market Player 8
- 3.9 Market Player 9
- 3.10 Market Player 10
- 4.0 Comparative Business Strategies
- 4.1 Comparative Business Strategies of Player 1 and 2
- 4.2 Comparative Business Strategies of Player 1 and 3
- 4.3 Comparative Business Strategies of Player 1 and 4
- 4.4 Comparative Business Strategies of Player 2 and 3
- 4.5 Comparative Business Strategies of Player 2 and 4
- 4.6 Comparative Business Strategies of Player 3 and 4
- 5.0 Appendix
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