What Tools do Customer Success Managers Use?

Learn the core tools, software, and programs that Customer Success Managers use in their day-to-day role

Introduction to Customer Success Manager Tools

In the ever-evolving landscape of customer relations, the arsenal of a Customer Success Manager is incomplete without the right tools and software. These digital allies are the lifeblood of customer success strategies, empowering professionals to not only meet but exceed customer expectations. From sophisticated Customer Relationship Management (CRM) systems to insightful data analytics tools, these resources enable Customer Success Managers to streamline communication, monitor customer health scores, and proactively address concerns. By leveraging these tools, they can transform raw data into actionable insights, ensuring personalized experiences that foster loyalty and drive growth. Understanding and mastering these tools is not just an advantage; it's a necessity for those aspiring to excel in the realm of customer success. In a role that hinges on the delicate balance between customer satisfaction and business objectives, proficiency in utilizing these tools is what separates the good from the great. For current and future Customer Success Managers, a deep dive into the functionalities and applications of these tools is pivotal. It equips them with the expertise to innovate customer engagement strategies and demonstrates to employers their commitment to delivering unparalleled customer experiences. As such, this knowledge is a cornerstone for anyone looking to carve out a successful career in customer success.

Understanding the Customer Success Manager's Toolbox

In the multifaceted role of a Customer Success Manager (CSM), leveraging the right tools and software is crucial for ensuring client satisfaction and fostering long-term business relationships. These tools not only enhance the efficiency of customer success workflows but also provide valuable insights that drive strategic decision-making and personalized customer experiences. The technological landscape for Customer Success Managers is rich with platforms designed to optimize customer engagement, streamline communication, and track customer health scores. Understanding and utilizing these tools effectively can significantly impact the success of both the CSM and the customers they support.

Customer Success Manager Tools List

Customer Relationship Management (CRM)

CRM systems are the backbone of customer success, providing a centralized database for tracking all customer interactions, sales activities, and account details. These platforms are vital for maintaining a 360-degree view of the customer, enabling CSMs to deliver timely and relevant support and identify opportunities for upselling or cross-selling.

Popular Tools


A robust CRM platform that offers a comprehensive suite of tools for managing customer information, interactions, and automating sales processes.

HubSpot CRM

A user-friendly CRM that integrates with various marketing, sales, and service software, providing a seamless experience for managing customer relationships.

Zoho CRM

A CRM solution designed for businesses of all sizes, offering customization, automation, and social media integration to engage customers effectively.

Customer Success Platforms

Dedicated customer success platforms help CSMs monitor customer health, manage renewals, and identify accounts that require attention. These tools often include features for onboarding, adoption tracking, and success planning, which are essential for proactive customer management.

Popular Tools


A comprehensive customer success platform that provides insights into customer health, risk management, and helps in orchestrating customer journeys.


A customer success platform focused on driving customer growth and loyalty through personalized engagement and success metrics analysis.


A real-time platform that helps CSMs understand how customers use their product, assess their health, and give them the means to fight churn effectively.

Support and Helpdesk Software

Support and helpdesk software enable CSMs to efficiently manage customer inquiries, issues, and support tickets. These tools often come with automation capabilities, knowledge bases, and self-service portals that empower customers to find solutions quickly.

Popular Tools


A service-first CRM company with support, sales, and customer engagement products designed to improve customer relationships.


An intuitive, feature-rich helpdesk solution that allows businesses to handle customer support across multiple channels.


A conversational relationship platform that enables personalized communication with customers through chat, email, and social messaging.

Communication and Collaboration Tools

Effective communication and collaboration tools are essential for CSMs to work closely with customers and internal teams. These platforms facilitate real-time communication, document sharing, and project collaboration, ensuring everyone is aligned and informed.

Popular Tools


A messaging app for teams that organizes conversations into channels, allowing for easy collaboration and integration with other work tools.

Microsoft Teams

Combines workplace chat, meetings, notes, and attachments, integrated with Microsoft Office 365 for a unified collaboration experience.


A leader in modern enterprise video communications, with an easy, reliable platform for video and audio conferencing, chat, and webinars.

Onboarding and Training Software

Onboarding and training software help CSMs ensure customers are successful from the start. These tools provide educational content, walkthroughs, and training modules that can be used to accelerate customer adoption and proficiency with the product or service.

Popular Tools


A digital adoption platform that provides in-app guidance and walkthroughs to help users navigate and master software applications.


Designed for growing teams, this tool simplifies onboarding and training by documenting every process, policy, and SOP in one place.


A cloud-based LMS that is an effective way to deliver online training, with a focus on usability and easy course creation.

Analytics and Customer Data Platforms

Analytics and customer data platforms are critical for CSMs to understand customer behavior, measure engagement, and derive actionable insights. These tools aggregate customer data from various sources, providing a comprehensive view of customer interactions and trends.

Popular Tools

Google Analytics

A web analytics service that tracks and reports website traffic, providing insights into customer behavior and conversion patterns.


An advanced analytics platform that helps companies measure what matters, make decisions fast, and build better products through data.


A customer data platform that collects, cleans, and controls customer data, enabling businesses to provide personalized experiences.
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Learning and Mastering Customer Success Manager Tools

As Customer Success Managers (CSMs), mastering the tools and software that drive customer success is pivotal to your role. The right approach to learning these tools not only enhances your efficiency but also empowers you to provide exceptional service to your clients. It's about more than just knowing the features; it's about understanding how to leverage these tools strategically to foster customer satisfaction and loyalty. Here's a guide to help you navigate the landscape of Customer Success tools and software with a strategic, hands-on approach that will ensure you not only learn but also master these essential resources.

Build a Strong Knowledge Base

Before diving into the specifics of any tool, it's crucial to have a comprehensive understanding of customer success principles. This foundational knowledge will guide you in selecting and utilizing tools that align with your customer success strategy. Utilize resources such as CS blogs, webinars, and foundational courses to deepen your understanding of the field.

Immerse Yourself in Hands-on Experience

The most effective way to learn is by doing. Start with free versions or trials of tools to get a feel for their capabilities. Set up mock customer scenarios or use the tools in a live project. This direct engagement will help you learn quickly and give you insight into how each tool can enhance your customer success efforts.

Participate in User Communities and Support Networks

Join forums, user groups, and online communities related to your tools. These platforms are invaluable for gaining insights, troubleshooting, and discovering best practices. They also keep you informed about new updates and features that could benefit your customers.

Utilize Official Training Resources

Begin with the official training materials provided by the tool vendors. These include tutorials, documentation, and quick-start guides specifically designed to help you grasp the essentials and often contain valuable tips and best practices.

Expand Your Skills with Specialized Training

For tools that are integral to your role, consider enrolling in specialized training courses or seeking certifications. These structured educational paths offer a deep dive into the tools' advanced features and strategic uses, and obtaining certifications can enhance your professional credibility.

Commit to Ongoing Education

The landscape of customer success tools is constantly evolving. To stay ahead, make continuous learning a part of your professional development. Subscribe to industry newsletters, follow updates from tool providers, and regularly reassess your toolkit to ensure it remains relevant and effective.

Collaborate and Solicit Feedback

As you advance in your tool mastery, share your knowledge with colleagues and seek their input on your approach. Teaching others can solidify your own understanding, while feedback can provide new insights into how you can further optimize your use of the tools. By following these steps, you'll not only learn how to use Customer Success tools effectively but also how to apply them strategically to drive real value for your customers and your organization. Remember, the goal is not just to master the tools but to become a master of customer success through the strategic use of these tools.

Tool FAQs for Customer Success Managers

How do I choose the right tools from the vast options available?

Choosing the right tools as a Customer Success Manager involves assessing your daily tasks and customer interactions. Prioritize platforms that streamline communication, track customer health scores, and facilitate onboarding and support. Opt for widely adopted and highly recommended solutions that offer robust analytics and integrate seamlessly with your CRM system. This strategic selection ensures you master tools that enhance customer relationships and contribute to retention and growth.

Are there any cost-effective tools for startups and individual Customer Success Managers?

Customer Success Managers must adeptly navigate new tools to foster client satisfaction and retention. Prioritize learning features most relevant to customer engagement and success metrics. Utilize interactive webinars, succinct how-to guides, and community forums for rapid knowledge acquisition. Practice in a sandbox environment to simulate real scenarios. By integrating these tools into daily workflows and tracking their impact on customer outcomes, CSMs can swiftly master software while driving value for both the company and its clients.

Can mastering certain tools significantly enhance my career prospects as a Customer Success Manager?

Customer Success Managers can stay current by engaging in specialized forums and groups, subscribing to industry-specific newsletters, and attending webinars or conferences focused on customer success trends. Building a network with peers allows for the exchange of insights on effective tools and strategies. Additionally, continuous professional development through online courses or certifications in customer success software can keep skills sharp and knowledge fresh.
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