The global customer success platform market attained a value of USD 2149.21 Million in 2025. The market is expected to grow at a CAGR of 26.10% during the forecast period of 2026-2035. By 2035, the market is expected to reach USD 21848.91 Million.
Customer success platforms (CSPs) use AI and machine learning to predict customer behavior and identify churn risks. In May 2025, Steerco’s AI platform launched an agentic assistant that automates QBRs, account reviews, and success plans, enabling customer success and account management teams to focus on strategic work instead of manual reporting. This innovation reflects a broader trend of AI-driven automation in customer success, helping teams proactively manage accounts, improve retention, and drive measurable business outcomes.
The shift to cloud architecture is making the customer success platform industry more accessible, scalable, and enabling remote anytime access. A real-life launch illustrating this is Vitally’s cloud-native customer success platform, introduced in February 2025. Vitally offers flexible SaaS deployment with strong automation and playbooks tailored for SaaS startups scaling quickly. Its cloud foundation allows teams to access real-time customer data and manage engagement workflows from anywhere, boosting agility and collaboration.
Base Year
Historical Period
Forecast Period
CRM software can raise sales by up to 29% and enhance sales team efficiency by 34%.
65% of mobile CRM users can achieve their yearly sales target, compared to 22% of non-mobile CRM users.
59% of organisations report that CRM applications have helped them increase customer loyalty (by 47%), customer satisfaction rate (by 47%), and lower lead cost (by 27%).
Compound Annual Growth Rate
26.1%
Value in USD Million
2026-2035
*this image is indicative*
As more companies move from one-time sales to subscription or pay-for-usage models, the customer success platform market is becoming materially more important. The need to continuously drive value, monitor health, and prevent churn is pushing adoption of CSPs.
For example, Gainsight launched its Essentials/Essentials Plus packages in March 2022 to make its CSP more accessible for companies needing to start quickly and scale their customer-success operations in subscription contexts.
CSPs are evolving from standalone point tools into integrated platforms that link customer success with sales, product, marketing, support, analytics. Integration with CRMs, product usage data, support tickets, and external systems is key. For example, Totango announced an AI-driven “Unison” growth intelligence engine in October 2024 to connect across data sources to predict churn and identify expansion opportunities, reflecting this integration trend.
As organizations generate more customer touchpoints, the customer success platform industry is evolving to unify these data sources and enable real-time orchestration. This allows for dynamic segmentation, live health scoring, and instant workflow triggers to act on changing customer signals. In March 2024, Salesforce launched Einstein 1 Studio, a low-code AI platform that allows real-time insights and actions across workflows, demonstrating the trend of integrated, real-time orchestration in customer success.
Businesses are increasingly focused on driving customer growth and advocacy rather than just retention. CSPs are enabling organizations to track outcome-based success metrics, support expansion opportunities, and facilitate advocacy programs that enhance lifetime value. For example, Zendesk, in September 2024, updated its Service Cloud with native customer-success analytics and automation capabilities to help organizations focus on post-sale growth and customer-led outcomes.
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The EMR’s report titled “Customer Success Platform Market Report and Forecast 2026-2035” offers a detailed analysis of the market based on the following segments:
Market Breakup by Application
Key Insight: Customer experience management describes how asset intensive organizations use APM tools to monitor and enhance the experience of internal and external stakeholders These platforms enable real time monitoring of asset performance, proactive alerts, and service‐oriented dashboards to ensure minimal downtime and uninterrupted asset service delivery. In September 2024, MaintainX released Asset Connect, which enables OEMs and their customers to collaborate over asset health.
Market Breakup by Component
Key Insight: The solution segment holds the largest customer success platform market share. These solutions include modules for predictive maintenance, real time condition monitoring, asset health dashboards, digital twin integration and advanced analytics. For example, vendors are offering platforms that ingest IoT sensor data, apply machine learning models to predict failures and present actionable insights to field engineers and operations managers. As organizations see value in software that enables immediate data driven decisions, this segment remains dominant.
Market Breakup by Deployment Type
Key Insight: The cloud deployment segment leads the market due to its scalability, flexibility, and lower upfront cost. Cloud based platforms enable organizations to quickly launch and expand customer success solutions, scale seamlessly as subscriptions grow, and update systems with minimal infrastructure overhead. For instance, Salesforce’s Customer 360 platform illustrates this advantage as its cloud deployment model lets clients instantly roll out new features and analytics tools across global teams without major IT investments.
Market Breakup by Organization Size
Key Insight: The large enterprises segment dominates the customer success platform market as they have vast customer bases, complex product portfolios and multi‑regional operations that require robust, integrated customer‑success solutions. These firms demand advanced analytics, extensive CRM/ERP integrations, and scalable workflows to manage retention, expansion and cross‑sell across thousands of accounts. For example, Gainsight’s Customer Success platform is used by Adobe to track product adoption, monitor customer health scores, and coordinate expansion opportunities across global teams.
Market Breakup by Industry Vertical
Key Insight: The market is led predominantly by the Banking, Financial Services, and Insurance (BFSI) segment. BFSI firms leverage these platforms to manage complex client relationships, predict churn, and ensure regulatory compliance. For example, in May 2024, Mashreq Bank partnered with Silent Eight to deploy an AI-powered compliance and onboarding platform that speeds up customer processing and enhances sanction screening. This exemplifies BFSI's strategic customer success platform market growth to boost retention and operational efficiency.
Market Breakup by Region
Key Insight: North America is the largest market for CSPs, driven by early adoption of cloud technologies, high customer experience expectations, and the presence of major CSP vendors such as Salesforce, Gainsight, and Totango. Enterprises in the United States and Canada invest heavily in solutions integrating analytics, AI, and CRM data to manage retention, upsell, and customer health. For example, Adobe uses Gainsight in North America to unify customer data across multiple business units, enabling proactive engagement and expansion.
Sales and Marketing Management to Gain Popularity
The sales and marketing management segment of the customer success platform market is expanding driven by the demand to align post‑sale customer success with pre‑sale revenue generation. Platforms are integrating customer adoption and usage data with sales/marketing insights so that sales teams can spot renewal, expansion or cross‑sell opportunities earlier.
In February 2024, Totango, Inc. announced the merger with Catalyst to deliver a unified “customer growth platform” for both Customer Success and Go‑to‑Market (GTM) teams
Risk and compliance management involves managing regulatory risks, safety compliance, environmental standards and asset integrity obligations. Platforms supporting this segment help organizations assess customer risk, map controls, monitor regulatory exposure and ensure transparency. As customer success becomes deeply intertwined with data privacy, security and ESG expectations, such functionality is becoming more critical.
Growing Prominence of Customer Success Platform Services
The services segment that includes consulting, implementation, training, customization, and managed services is growing rapidly in the customer success platform market. Service‑providers help organizations deploy, integrate, customize and optimize customer success platforms, ensuring faster time‑to‑value, smoother adoption and ongoing value realization. A real‑life example is when Yext launched a new customer‑success program in March 2024 aimed at proactive services and support to help its customers accelerate results using the platform and expert insights.
On-Premises Deployment to Boost Customer Success Platform Demand
The on-premises CSP demand is growing particularly among highly regulated industries, such as banking, healthcare, and government, where data security, privacy, and compliance requirements are stringent. Organizations in these sectors prefer on-premises solutions to maintain full control over sensitive customer data and internal processes. For example, SAP Customer Experience on-premises solutions are deployed by several multinational banks to ensure compliance with regional data protection laws while integrating customer success workflows with their existing enterprise systems.
SMEs to Drive Customer Success Platform Adoption
The SME segment of the customer success platform industry is expanding swiftly, driven by the availability of accessible cloud based, SaaS solutions. SMEs prioritize ease of use, rapid deployment, and affordable pricing, prompting vendors to introduce modular plans and pre configured templates. A recent example is HubSpot’s 2024 launch of its Customer Success Workspace, which streamlined onboarding tools and analytics within its CRM platform, enabling small businesses to adopt enterprise grade capabilities without large upfront investments.
Retail and eCommerce to Boost Customer Success Platform Applications
The retail and eCommerce sector is driven by rapid adoption of AI-powered customer success platforms to enhance personalization and automate customer engagement. eCommerce businesses are adopting AI tools daily, such as chatbots and data analytics, to improve customer experience and sales conversions. For instance, platforms like Shopify leverage AI for marketing automation and personalized recommendations, which greatly benefit vendors seeking seamless customer success integration.
The telecommunications and IT segment of the customer success platform market is booming
Driven by the sector’s need for scalable, flexible, and intelligent tools that reduce churn and boost customer loyalty. Bharti Airtel’s digital unit Xtelify launched a cloud + AI powered software platform in August 2025, targeting telecom operators with modules for customer engagement, workforce optimization and real time data insights aimed at increasing ARPU and reducing churn.
Europe to Drive Huge Customer Success Platform Deployment
Europe is witnessing higher adoption, driven by digital transformation initiatives and regulatory compliance needs, such as GDPR. European enterprises use CSPs to monitor customer success while ensuring privacy and security. For instance, SAP deployed its Customer Experience platform in several European manufacturing firms to optimize post-sales engagement while complying with strict European Union data regulations.
Asia Pacific is the fastest-growing customer success platform market, fueled by expanding SMBs, digital adoption in India, China, Japan, and Australia, and rising awareness of customer success strategies. A notable real-life launch cementing this growth is Freshworks’ 2025 introduction of its Freshsuccess AI-powered customer success platform, tailored for the APAC SMB market. This integrates AI-driven insights and automation to help businesses scale personalized customer engagement with ease, aligning perfectly with APAC’s dynamic digital transformation wave.
Leading players in the customer success platform market are leveraging multiple strategies to drive growth, expand market share, and address evolving customer needs. Woth product innovation, vendors integrate AI, predictive analytics, and automation to enable real-time customer health monitoring, churn prediction, and personalized recommendations. Platforms increasingly adopt modular and scalable offerings, catering to SMEs as well as enterprise clients, and enabling subscription-based, outcome-driven engagement.
Platform integration and ecosystem expansion is another strategy, linking CSPs with CRMs, marketing, support, and product usage data, while offering cross-functional dashboards to improve collaboration and decision-making. Vendors also focus on industry and regional expansion, tailoring solutions for verticals like healthcare, telecom, and retail, and entering emerging markets with localization and cost-effective solutions.
Founded in 2009 and headquartered in San Francisco, the United States, Gainsight is recognized as a pioneer in customer success software. It introduced AI-driven health scoring, customer journey orchestration, and integrations with major CRMs. Its innovations like Gainsight PX and the 2025 AI Agent for Slack strengthened data-driven customer engagement.
Established in 1999 and based in San Francisco, Salesforce revolutionized cloud CRM. Its Customer 360 and Einstein AI innovations extended capabilities into predictive customer success. Salesforce’s unified data platform enables real-time insights, while tools like Einstein 1 Studio (2024) integrate low-code AI for proactive, outcome-focused customer management.
Founded in 2019 with headquarters in Plano, Texas, SmartKarrot focuses on customer success automation for B2B SaaS firms. Its platform combines engagement tracking, journey mapping, and predictive analytics. Known for its unified customer intelligence approach, SmartKarrot empowers teams with actionable insights to reduce churn and drive customer-led growth.
Established in 2010 and headquartered in California, Totango offers modular, no-code customer success solutions. It introduced the “Customer Experience Canvas” for journey design and the AI-driven “Unison” engine in 2024. Totango’s scalable platform enables organizations to manage customer health, automate workflows, and optimize success outcomes.
*Please note that this is only a partial list; the complete list of key players is available in the full report. Additionally, the list of key players can be customized to better suit your needs.*
Other players in the global customer success platform market include ClientSuccess, Inc., Strikedeck, Inc., ChurnZero, Inc, and Freshworks Inc., among others.
Download your free sample report on the customer success platform market trends 2026 to explore detailed insights, growth forecasts, and strategic opportunities. Understand competitive dynamics, regional developments, and emerging technologies to make informed decisions. Stay ahead in the rapidly growing customer success platform market with expert analysis and actionable recommendations.
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*While we strive to always give you current and accurate information, the numbers depicted on the website are indicative and may differ from the actual numbers in the main report. At Expert Market Research, we aim to bring you the latest insights and trends in the market. Using our analyses and forecasts, stakeholders can understand the market dynamics, navigate challenges, and capitalize on opportunities to make data-driven strategic decisions.*
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In 2025, the market reached an approximate value of USD 2149.21 Million.
The market is projected to grow at a CAGR of 26.10% between 2026 and 2035.
The market is estimated to witness a healthy growth in the forecast period of 2026-2035 to reach USD 21848.91 Million by 2035.
Customer success platform (CSP) is a software solution that helps businesses manage their customer relationships, retention, and loyalty. CSPs enable companies to identify risks and opportunities, deliver customer support and guidance, and measure the impact of customer success initiatives.
Key strategies driving the market include AI-driven analytics for predictive insights, platform integration with CRMs and product data, modular and scalable offerings for SMEs and enterprises, outcome-based success planning, hyper-personalized customer journeys, industry-specific solutions, regional expansion, and strategic partnerships or acquisitions to enhance capabilities and competitiveness.
Key trends aiding customer success platform market expansion include the introduction of cloud computing for customer satisfaction, and the need for innovative solutions to track customer scores and lower turnover.
The major regions in the market are North America, Latin America, Middle East and Africa, Europe, and Asia Pacific.
The significant application of the global customer success platform market are customer experience management, sales and marketing management, risk and compliance management, and customer service.
Based on deployment model, the market can be divided into on-premises and cloud.
The market can be divided based on organisation size into small and medium-sized enterprises and large enterprises.
The significant industry verticals are banking, financial services, and insurance, retail and e-commerce, telecommunications and IT, healthcare and life sciences, and government and public sector, among others.
The key players in the market report include Gainsight, Inc., Salesforce.com, Inc., SmartKarrot Inc., Totango, Inc., ClientSuccess, Inc., Strikedeck, Inc., ChurnZero, Inc, and Freshworks Inc., among others.
The large enterprises segment dominates the market as they have vast customer bases, complex product portfolios.
Explore our key highlights of the report and gain a concise overview of key findings, trends, and actionable insights that will empower your strategic decisions.
| REPORT FEATURES | DETAILS |
| Base Year | 2025 |
| Historical Period | 2019-2025 |
| Forecast Period | 2026-2035 |
| Scope of the Report |
Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment:
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| Breakup by Application |
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| Breakup by Component |
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| Breakup by Deployment Type |
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| Breakup by Organization Size |
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| Breakup by Industry Vertical |
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| Breakup by Region |
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| Market Dynamics |
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| Competitive Landscape |
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| Companies Covered |
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| Report Price and Purchase Option | Explore our purchase options that are best suited to your resources and industry needs. |
| Delivery Format | Delivered as an attached PDF and Excel through email, with an option of receiving an editable PPT, according to the purchase option. |
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