What is a customer success platform and when do I need one?

A customer success platform (Gainsight, ChurnZero, Totango) tracks customer health scores, product usage, and risk signals to help CS teams proactively prevent churn and drive expansion. You typically need one at 50+ customers or when your CS team is managing more accounts than they can individually monitor. For smaller teams, a well-configured CRM with custom fields and automations can approximate customer success workflows at lower cost.