Customer success software that turns every conversation into growth
What is customer success software? An essential guide for revenue teams
Customer success software is a solution designed to help organizations proactively manage and grow customer relationships after the sale. It centralizes customer interactions—calls, emails, meetings, and more—into a single platform, giving teams a complete view of every account. Why does this matter? Because in B2B, retaining and expanding customers is just as important as winning new ones. Customer success software helps you spot risks, identify upsell opportunities, and deliver the kind of experience that keeps customers loyal.
Why do businesses use customer success software? Three reasons stand out:
- Reduce churn and increase retention: By tracking every customer touchpoint, teams can spot early warning signs—like declining engagement or unresolved issues—before they become churn events.
- Drive expansion and upsell: With a complete record of customer needs and outcomes, success teams can identify the right moments to introduce new solutions or expand usage.
- Standardize and scale coaching: Managers can use real data from customer conversations to coach teams, share best practices, and drive consistent performance.
- Centralized interaction capture (calls, emails, meetings)
- Account health scoring and risk alerts
- Playbooks and workflow automation
- Coaching and performance analytics
- Integration with CRM and other GTM systems
- Onboarding new customers: Ensure every handoff from sales to success is seamless, with all context preserved.
- Churn risk detection: Monitor engagement and sentiment to flag accounts at risk—before it’s too late.
- Upsell and cross-sell orchestration: Surface expansion opportunities based on usage patterns and conversation trends.
- Coaching and enablement: Use real customer calls and emails to train CSMs on what works—and what doesn’t.
See Gong in action
In this self-guided tour, discover key features that sales teams and leaders love.
Why Gong takes a fundamentally different approach
While many customer success solutions offer basic tracking and reporting, Gong goes further. We don’t just record what happened—we reveal why it happened, what’s likely to happen next, and how you can act on it in real time. Gong’s Revenue AI Platform captures every customer interaction, analyzes it with purpose-built AI, and turns it into actionable insights that drive retention, expansion, and growth. It’s not just about managing accounts—it’s about orchestrating outcomes.
Why use Gong for customer success software?
Gong gives you the power to transform customer success from reactive support to proactive growth engine. Instead of relying on anecdotal feedback or incomplete CRM notes, you get the full truth of every customer relationship—so you can act with confidence.
With Gong, you can:
- Capture and analyze every customer interaction—calls, emails, meetings, and more—automatically, with zero manual effort.
- Surface churn risks and expansion opportunities in real time, so you never miss a signal.
- Standardize coaching and onboarding with real examples from your own customer conversations.
- Align sales, success, and product teams around a single source of truth for every account.
The experience is seamless. Gong’s AI agents work in the background, surfacing insights, automating workflows, and integrating with your CRM and collaboration tools. You get clarity, not complexity. And your team gets more time to focus on what matters: building relationships and driving outcomes.
See Gong’s customer success software solution in action
What does this look like in practice? Here’s how leading revenue teams use Gong every day:
Every promise, pain point, and decision-maker priority from the sales cycle is instantly available to CSMs—no more context lost in translation.
AI-powered alerts flag accounts showing signs of disengagement or dissatisfaction, so you can intervene before it’s too late.
Managers use real customer calls and emails to coach CSMs, share winning talk tracks, and drive consistent performance across the team.
Gong surfaces upsell and cross-sell opportunities based on customer goals, usage trends, and buying signals—so you can act at the right moment, every time.
How does Gong’s customer success software system work?
Here’s what happens behind the scenes:
Gong automatically joins scheduled calls or records inbound/outbound phone conversations, with clear consent and privacy controls built in.
Every call is securely stored in the cloud, encrypted at rest and in transit, with customizable access permissions for compliance.
Gong’s AI transcribes the call in near real time, tagging key topics, action items, and risks.
All recordings and transcripts are indexed and made instantly searchable. You can filter by rep, account, deal stage, or keyword—so you always find what you need.
Insights from calls feed directly into your coaching, pipeline, and forecasting workflows—so you’re always working with the full truth, not just CRM notes.
More than customer success software
Gong’s customer success solution is just one part of our broader Revenue AI vision. By connecting every customer interaction across sales, success, and beyond, Gong creates a unified data foundation that powers your entire revenue engine.
Unified data foundation
Capture 99% of customer interactions—calls, emails, meetings, and more—across the full lifecycle.
AI-powered insights
Purpose-built AI models analyze billions of interactions to surface what matters most—risks, opportunities, and next best actions.
Embedded AI agents
Automate manual tasks, deliver real-time recommendations, and orchestrate workflows across teams.
Enterprise-grade governance
Security, privacy, and compliance are built in, so you can scale with confidence.
How customer success software powers Gong’s AI OS
Customer success data isn’t just for the CS team—it’s the fuel that powers every part of your revenue engine. Here’s how Gong’s customer success software connects to our core solutions:
Gong Engage: Turn customer insights into personalized outreach
Customer success interactions reveal what matters most to your buyers. Gong Engage uses this data to:
- Personalize outreach based on real customer goals and pain points
- Automate follow-ups triggered by key moments in the customer journey
- Orchestrate multi-channel engagement that aligns sales, success, and marketing
Gong Enable: Transform conversations into coaching and training assets
Every customer call is a learning opportunity. Gong Enable lets you:
- Build onboarding and training programs from real customer interactions
- Share best practices and winning talk tracks across the team
- Deliver targeted coaching based on actual performance, not guesswork
Gong Forecast: Power pipeline predictions with customer truth
Customer success data isn’t just about retention—it’s a leading indicator for growth. Gong Forecast leverages CS insights to:
- Improve pipeline accuracy by factoring in real customer health signals
- Assess deal risk based on post-sale engagement and sentiment
- Deliver more reliable revenue forecasts grounded in the full customer lifecycle
Together, these solutions help you move from reactive account management to proactive revenue orchestration—driven by the truth of every customer conversation.
See customer success software in action
SurveyMonkey: Elevating customer success coaching and outcomes
Challenge: SurveyMonkey needed to understand what was really happening in customer success manager (CSM) calls—what topics were discussed, what made a call successful, and how to coach teams for better results. The team lacked visibility into customer conversations, making it hard to set benchmarks or drive consistent performance.
Solution: SurveyMonkey implemented Gong’s customer success software to capture and analyze every CSM interaction. By using Gong’s scorecards, the team gained visibility into the full account lifecycle, identified churn indicators, and improved cross-functional collaboration. Managers could now coach with real examples, set clear benchmarks, and train toward high-quality customer conversations.
Results:
- Improved coaching for both CSMs and their managers, leading to higher quality customer engagements
- Greater understanding of churn indicators and proactive risk mitigation
- Enhanced cross-functional collaboration, with sales and success teams aligned around a single source of truth
- A measurable shift in team culture—coaching became data-driven, and customer conversations consistently improved
"Working with Gong has made us better managers and better CSMs."
Stop losing winnable deals
Boost win rates, increase average deal size, and increase revenue per rep with Gong, the #1 revenue AI platform.
What our customers say
"Working with Gong lets us run a predictable revenue organization, reduce the number of tools in our tech stack, and save tons of time on forecasting."
"You really need to set your sales reps up for success…It's about ensuring that no rep is left behind and elevating everyone through the right management programs."
"It's given our sales team a level of consistency that we haven't had in the past, and has created much more impactful 1:1s for our leaders/reps."
"Gong helps us figure out which features and benefits are really going to drive increased client stickiness and expansion of opportunity."
"Working with Gong has made us better managers and better CSMs."
"The integration of Gong into our operations has directly transformed our company's people, deals, and market success. We're not just closing more deals and doing it faster; we're doing it with a deeper understanding of our clients and the competitive dynamics at play."
"Gong allows our leaders to coach more effectively. They don’t have to ask reps what happened last week. Instead, they use Gong’s deals board and AI-generated call summaries to immediately be ready for a productive conversation with any rep about any deal."
"Working with Gong lets us run a predictable revenue organization, reduce the number of tools in our tech stack, and save tons of time on forecasting."
"You really need to set your sales reps up for success…It's about ensuring that no rep is left behind and elevating everyone through the right management programs."
"It's given our sales team a level of consistency that we haven't had in the past, and has created much more impactful 1:1s for our leaders/reps."
"Gong helps us figure out which features and benefits are really going to drive increased client stickiness and expansion of opportunity."
"Working with Gong has made us better managers and better CSMs."
"The integration of Gong into our operations has directly transformed our company's people, deals, and market success. We're not just closing more deals and doing it faster; we're doing it with a deeper understanding of our clients and the competitive dynamics at play."
"Gong allows our leaders to coach more effectively. They don’t have to ask reps what happened last week. Instead, they use Gong’s deals board and AI-generated call summaries to immediately be ready for a productive conversation with any rep about any deal."
"Working with Gong lets us run a predictable revenue organization, reduce the number of tools in our tech stack, and save tons of time on forecasting."
"You really need to set your sales reps up for success…It's about ensuring that no rep is left behind and elevating everyone through the right management programs."
"It's given our sales team a level of consistency that we haven't had in the past, and has created much more impactful 1:1s for our leaders/reps."
"Gong helps us figure out which features and benefits are really going to drive increased client stickiness and expansion of opportunity."
"Working with Gong has made us better managers and better CSMs."
"The integration of Gong into our operations has directly transformed our company's people, deals, and market success. We're not just closing more deals and doing it faster; we're doing it with a deeper understanding of our clients and the competitive dynamics at play."
"Gong allows our leaders to coach more effectively. They don’t have to ask reps what happened last week. Instead, they use Gong’s deals board and AI-generated call summaries to immediately be ready for a productive conversation with any rep about any deal."
"Working with Gong lets us run a predictable revenue organization, reduce the number of tools in our tech stack, and save tons of time on forecasting."
"You really need to set your sales reps up for success…It's about ensuring that no rep is left behind and elevating everyone through the right management programs."
"It's given our sales team a level of consistency that we haven't had in the past, and has created much more impactful 1:1s for our leaders/reps."
"Gong helps us figure out which features and benefits are really going to drive increased client stickiness and expansion of opportunity."
"Working with Gong has made us better managers and better CSMs."
"The integration of Gong into our operations has directly transformed our company's people, deals, and market success. We're not just closing more deals and doing it faster; we're doing it with a deeper understanding of our clients and the competitive dynamics at play."
"Gong allows our leaders to coach more effectively. They don’t have to ask reps what happened last week. Instead, they use Gong’s deals board and AI-generated call summaries to immediately be ready for a productive conversation with any rep about any deal."
"Gong was able to help me increase my consult rate 3% in a matter of days."
"Gong saves us lots of time that used to be spent focusing on top-of-the-funnel activities. We’ve increased our pipeline feed by 300% using that time more productively. More deals are qualified, meaning we see the more predictable and repeatable revenue streams we’re striving for. I couldn’t live without Gong now."
"If you can use AI to supplement information gathering, writing emails, and coaching all at the same time, the boons for productivity are wild."
"Being able to nail those key messages at the right time and map that process in a repeatable way has led to giant growth in our pipeline."
"Gong Forecast creates ownership and accountability for every team member, and provides an opportunity to measure our results over time so we can make better predictions in the future. This complete transparency allows us to devote more time to deals that actually need our attention."
"Gong brings us sanity because we can see the data behind our actions. Gong is confidence. Gong is the ability to truly understand what’s going on inside customer conversations."
"Gong was able to help me increase my consult rate 3% in a matter of days."
"Gong saves us lots of time that used to be spent focusing on top-of-the-funnel activities. We’ve increased our pipeline feed by 300% using that time more productively. More deals are qualified, meaning we see the more predictable and repeatable revenue streams we’re striving for. I couldn’t live without Gong now."
"If you can use AI to supplement information gathering, writing emails, and coaching all at the same time, the boons for productivity are wild."
"Being able to nail those key messages at the right time and map that process in a repeatable way has led to giant growth in our pipeline."
"Gong Forecast creates ownership and accountability for every team member, and provides an opportunity to measure our results over time so we can make better predictions in the future. This complete transparency allows us to devote more time to deals that actually need our attention."
"Gong brings us sanity because we can see the data behind our actions. Gong is confidence. Gong is the ability to truly understand what’s going on inside customer conversations."
"Gong was able to help me increase my consult rate 3% in a matter of days."
"Gong saves us lots of time that used to be spent focusing on top-of-the-funnel activities. We’ve increased our pipeline feed by 300% using that time more productively. More deals are qualified, meaning we see the more predictable and repeatable revenue streams we’re striving for. I couldn’t live without Gong now."
"If you can use AI to supplement information gathering, writing emails, and coaching all at the same time, the boons for productivity are wild."
"Being able to nail those key messages at the right time and map that process in a repeatable way has led to giant growth in our pipeline."
"Gong Forecast creates ownership and accountability for every team member, and provides an opportunity to measure our results over time so we can make better predictions in the future. This complete transparency allows us to devote more time to deals that actually need our attention."
"Gong brings us sanity because we can see the data behind our actions. Gong is confidence. Gong is the ability to truly understand what’s going on inside customer conversations."
"Gong was able to help me increase my consult rate 3% in a matter of days."
"Gong saves us lots of time that used to be spent focusing on top-of-the-funnel activities. We’ve increased our pipeline feed by 300% using that time more productively. More deals are qualified, meaning we see the more predictable and repeatable revenue streams we’re striving for. I couldn’t live without Gong now."
"If you can use AI to supplement information gathering, writing emails, and coaching all at the same time, the boons for productivity are wild."
"Being able to nail those key messages at the right time and map that process in a repeatable way has led to giant growth in our pipeline."
"Gong Forecast creates ownership and accountability for every team member, and provides an opportunity to measure our results over time so we can make better predictions in the future. This complete transparency allows us to devote more time to deals that actually need our attention."
"Gong brings us sanity because we can see the data behind our actions. Gong is confidence. Gong is the ability to truly understand what’s going on inside customer conversations."
Trusted by 5000+ customers
Resource Hub
Related resources for customer success software and revenue AI
Explore more in-depth guides, resources, and blog posts:
FAQ
Frequently asked questions about customer success software
Ready to turn every conversation into revenue?
See how Gong’s customer success software and Revenue AI Platform can help you:
- Reduce churn and increase retention with real-time risk alerts
- Drive expansion and upsell by surfacing actionable opportunities
- Coach your team to deliver consistently high-quality customer experiences
Loading form...