Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Understand your customers interactions with your product and make informed product success decisions.
Bring efficiency, add scale, and connect user behavior to personalized actions.
Define and track onboarding by phase, user progress, account, and portfolios.
Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Optimize product usage by monitoring in-depth user data and receiving actionable insights
Improve decision making and actions for enhanced outcomes.
Get a complete view of your customer and all their moving parts.
Create the right scoring system for your organization.
Deliver consistent customer experiences and repeatable success.
Increase your productivity real-time, automated alerts.
Create groups across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Reach out to groups of customers when you need to.
Create surveys to get timely feedback from your customers.
Automate your actions, alerts, surveys, and more.
Create and track tasks across teams.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Get status updates, warnings, and extensive reports at the right time so you can make effective decisions.
Create, monitor, and automate comprehensive Playbooks for every scenario.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
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Employee success drives customer success.
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Our annual survey captures the current state of CS Intelligence and automation.
Resources for new and seasoned Customer Success teams.
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700 Participants from 41 Countries told us what they think about the state of customer success,
the role of intelligence & automation in their day-to-day, and what they envision for the future of customer success.
How Customer Success Tools are helping CS Teams and what's missing.
How Intelligence impacts the entire customer journey
How automation is being utilized to improve the day-to-day of CS Teams
The future of CS and the trends we can expect
We believe in harnessing that power and providing CS Teams with the tools they need
to create better outcomes for their customers and companies. Customer Success teams
around the world are utilizing technology, specifically intelligence and automation, to
improve consistency in their processes, monitor their customer’s experience, and scale
their operations quickly. How do we know this? They told us!
Check out a summary of the results from our annual survey below.
Founder & CEO, SmartKarrot
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Intelligence and automation are becoming more prevalent across the industry in 2022,
regardless of the size or location of the CS Team. In the wake of the COVID-19
pandemic, practitioners and executives are starting to shift their focus to sustainable
growth. CS Teams seem optimistic about the future of Customer Success, and we don’t
Technology changes fast and so do the needs of a customer. Using your feedback,
we're building smarter tools that help you (and your customers) succeed.
6% of respondents preferred not to disclose their revenue.
Our Key Findings
Customer Success Teams tend to be interested in expanding or improving their toolkit
with new technology and features. However, they are facing some challenges with the
Without customer data, there would be no customer success. Raw data, however, is of
little value to CS Teams. Globally, CS Teams of all sizes need and want intelligent data
Worldwide, CS Teams have seen the value in Automation but are struggling to utilize it
at scale. Many businesses are interested in introducing automation to specific CS
Across industries, not only SaaS, but Customer Success is also rapidly advancing in the
direction of improved technology (intelligence and automation).
Operations & Technology
We know CS Teams are using technology to improve their day-to-day life. Customer-centric organizations know that improving operations can result in happier teams and
In this section, see which solutions the industry is prioritizing and get insights into
common challenges faced by CS Teams.
Garnering executive support
and cross-department collaboration are bigger challenges in 2022 compared to 2021.
See the full list of challenges.
Dive deep into how these results compare to 2021.
Compared to 2021, there is a significant increase in companies currently implementing
CS platforms (17% vs. 38%) and a substantial drop in companies with no plans of using
one (31% vs. 7%) — both pointing in the direction of rapidly growing adoption of
dedicated technology in Customer Success.
Compared to 2021, surveys and campaigns, workflow
automation, and customer portals have seen the largest increase in popularity.
A Customer 360° view is consistently considered to be very important.
See how your favorite features rank.
The road to customer success starts with an accurate and actionable understanding of customers.
Learn more about actionable customer intelligence.
There is no doubt that intelligent insights improve the lives of CS Teams. We’ve found a
large majority of participants believe in its power, but many are unsure about how to
implement intelligent processes.
In this section, see how CS Teams are currently using intelligence and where they hope
to integrate it in the future.
Teams are struggling with making sense of data (30%), manual analysis (28%), and capturing data (12%).
See how the results differ across different types of organizations.
The data reflects the growing confidence in the power of AI and CS at the highest levels, particularly for augmenting business effectiveness and efficiency.
See the bigger picture.
See the bigger picture.
There is a high amount of interest in using an AI Customer Success Assistant across all roles, but
the interest is slightly higher in the US compared to other regions.
See how CS Teams would use call intelligence.
Due to the difference in demands between their roles, while Customer Success Managers value real-time call assistance the most (55%), for Customer Success Leaders it's the ability to mine customer sentiment at scale (67%).
Real-time call assist and next-best-action guidance
Automatic recording, transcription, and call summaries
Highlight calls of interest
Mine conversation cues, sentiment, and overall intent
See the full list of advanced features..
Compared to 2021, an AI-powered personal assistant and
end-to-end augmented intelligence have seen the largest
increase in popularity. The market demand for these features leads us to
believe in the power of AI / Augmented Intelligence to make Customer
Success simpler, more powerful and intuitive.
Accurately predicting future events (risks, opportunities, etc.)
Accurate picture of customer's needs, issues, sentiment.
Recommending best action based on various scenarios
Auto-learning to improve future outcomes
The data reflects the growing confidence in the power of AI
and CS at the highest levels, particularly for augmenting CS effectiveness and efficiency.
Automation can be a scary word. For some, it means their role is being replaced by a
robot. For others, it means a helping hand to get the job done faster and with more
consistency. We believe in the latter and see automation as a way to help CS Teams,
not replace them.
In this section, see how the industry views automation, where it is currently benefiting
them, and how they plan to introduce automation into their current workflows.
Compare this year’s results to 2021.
There are varying levels of agreement across roles and regions with stronger
agreement across higher roles as well as in the US and APAC.
Although 86% of CS professionals believe automation is important, only 28% of
companies report high levels of automation adoption. This signals a significant gap in
the ability to actively automate CS operations across the industry.
Compare results based on company size.
The increase in automation adoption can be attributed to the influx of fast-scaling
companies, CS process maturity, the need for operational efficiency, availability of
intelligent and personalized automation, innovation in AI, and more.
See the full list.
Risk and Opportunity alerts are the most-preferred areas for automation across all
roles, team sizes, company sizes, and regions.
Risk and Opportunity Alerts
Campaigns and Surveys
Health and Usage Monitoring
Tasks and Playbooks
Half of the respondents say their CS workflows, analytics, and automation are extremely
siloed (17%), not integrated (26%), or they are not aware of any integration (7%) —
representing a significant desire for comprehensive integration.
The Future of CS
As Customer Success becomes more mainstream, we expect to see a lot of innovators
in the space pushing the boundaries and providing new ways of improving the customer
In this section, see predictions from practitioners, stakeholders, and CEOs. Do you
agree with them? Let us know on
There will be significant changes to our customer success tech stack (innovation,
specialization, and consolidation) over the next two years.
We think consolidation of the CS tech stack is increasing in
popularity, enabling customer-centric businesses to gain unified, strategic, and
actionable visibility into their customers at an organizational level.
Artificial Intelligence (AI) adoption in customer success will become mainstream in the next two years.
We see a lot of demand for the CS capabilities that AI unlocks
and believe that sooner or later, AI will become integral to a CSM’s daily life.
Smart intelligence and automation will play a significant role in scaling customer
success over the next two years.
Our view is that smart intelligence and automation can help CS
Teams scale results (not just grow) without an additional strain on resources.
Customer Success will evolve from a defensive, "churn buster" role to an offensive,
"earn booster" function over the next two years.
Although CS has its roots in churn prevention (defense),
customer-centric companies have been evolving it into a growth driver (offense).
Although CS has its roots in churn prevention (defense),
customer-centric companies have been evolving it into a growth driver (offense)
Customer Success adoption in non-SaaS industries will accelerate rapidly over the next two years.
CS originated in the SaaS industry, but it solves a universal,
industry-agnostic problem. It’s only a matter of time until non-SaaS industries adopt
When we look toward the future of CS, we need to consider the foundation that has
been built in the industry. Automation and intelligence should function as an additional
tool in the CS Team’s toolbelt and assist them in their effort to enhance the overall
customer journey. Without some level of automation and intelligence, CS Teams will
miss out on opportunities to improve customer outcomes at scale.
We are in the new frontier. Timely intelligence and thoughtful automation provide a
major opportunity for customer-centric organizations to understand and help make their
existing customers successful on an ongoing basis. We can’t wait to be a part of your
growth and look forward to another year of intelligent automation at scale!
SmartKarrot is an intelligent customer success platform that drives predictable and
repeatable success. From onboarding to advocacy, SmartKarrot helps enterprises and
SMBs implement and scale Customer Success.
In Episode 26, our CEO chats with Irit Eizips about the evolution of AI-Powered Customer Success.
Listen wherever you get your podcasts.
Current insights, resources, inspiration, and ideas that will help take your Customer Success team to the next level.
We survey CS Teams from all over the world to get their feedback on current industry trends and what they see for the future of CS.
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