ChurnZero
ChurnZero is an AI-powered customer success software platform that helps SaaS subscription businesses reduce churn, automate renewals, and drive expansion through health scoring, journey orchestration, agentic AI agents, and 60+ native integrations. Founded in 2015 and headquartered in Washington D.C., it serves mid-market and enterprise B2B SaaS customers worldwide.
- Company typePrivate
- Founded2015
- HeadquartersWashington, United States
- Headcount101–250
- GTM typeB2B
- OfferingSoftware
What ChurnZero does
ChurnZero is an AI-powered customer success software platform that helps SaaS subscription businesses reduce churn, automate renewals, and drive account expansion without proportionally increasing Customer Success Management (CSM) headcount. Founded in 2015 by You Mon Tsang and Mark Heys, the company is headquartered in Washington D.C. and operates as a privately-held vendor serving both mid-market and enterprise B2B SaaS customers. Recognized customers span cybersecurity (Red Canary, Cofense), document AI (ABBYY), HR technology (HackerRank, DDI, Woven), education (VitalSource, Smoothwall, Sibme), communications (Cision, FiscalNote, Critical Mention), ERP and operations (Cin7, GoCanvas), and other software verticals.
ChurnZero firmographics
Firmographics- Name
- ChurnZero
- Legal name
- ChurnZero
- Website
- https://churnzero.com
- Company type
- Private
- Founded year
- 2015
- Operating status
- Operating
- Headcount range
- 101–250 employees
- Short description
- ChurnZero is an AI-powered customer success software platform that helps SaaS subscription businesses reduce churn, automate renewals, and drive expansion through health scoring, journey orchestration, agentic AI agents, and 60+ native integrations. Founded in 2015 and headquartered in Washington D.C., it serves mid-market and enterprise B2B SaaS customers worldwide.
- Ownership category
- akta.pro rank
Where ChurnZero is headquartered
LocationHeadquarters
- HQ city
- Washington
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
ChurnZero business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations, Others
Revenue model
- Annual subscription (Agentic Essentials and core platform): Subscription revenue from the core customer-growth platform and, as of June 2026, the Agentic Essentials agentic AI bundle sold as a single annual subscription with a flat fee and a set credit allotment — addressing industry concerns about unpredictable usage-based AI pricing.
- Professional Services: A Professional Services Suite is offered alongside the core platform (visible in main navigation), typically covering implementation, configuration and onboarding engagements that complement the recurring subscription.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Agentic Essentials: flat-fee annual subscription with set credit allotment |
| Other | Multi-year contract | Core ChurnZero platform: quote-based / not publicly disclosed |
Go-to-market motion4 records
Distribution channels6 records
Marketing channels11 records
ChurnZero product offering
Product offeringCore offering
ChurnZero sells a multi-tenant SaaS customer-success and customer-growth platform that helps recurring-revenue B2B SaaS companies reduce churn, automate renewals, and drive expansion through AI-powered health scoring, customer journeys, playbooks, in-app communications, renewal forecasting, and surveys. Layered on the core platform is an Agentic AI system (Agentic Essentials) that bundles 15+ ready-to-deploy AI agents, Knowledge Sources, a Customer Intelligence Profile, and a Model Context Protocol (MCP) layer for governed data access from external AI assistants like Claude and ChatGPT.
Product overview
ChurnZero is a single, unified customer success platform augmented by an expanding agentic AI portfolio. The core ChurnZero Customer Success Platform delivers customer health scoring, customer journeys, plays and automation, in-app communications, the Renewal Hub, NPS/CES/CSAT surveys, and reporting on top of a broad integration catalog with CRMs, support tools, billing, and data warehouses. Layered on top, ChurnZero AI introduces purpose-built AI Agents that autonomously execute customer success work; the standalone Agentic Essentials offering (announced June 2026) bundles more than 15 ready-to-deploy agents, Knowledge Sources for documentation, a Customer Intelligence Profile, and the ChurnZero Connect (MCP) layer for governed access from external AI assistants. Supporting modules such as the Professional Services Suite and the ChurnZero Certification Program (with LinkedIn Learning) extend the platform's enablement footprint.
Differentiator
Problem solved
Functional benefit
Products and services
- ChurnZero Customer Success Platform The core multi-tenant SaaS customer growth platform for B2B SaaS companies, offering customer health scoring, customer journeys, plays and automation, in-app communications, renewal forecasting, surveys (NPS, CES, CSAT), and reporting, with 60+ native integrations to CRMs, support, billing, and data warehouse systems. Sold via quote-based enterprise subscription.
- Agentic Essentials A complete agentic AI system for customer success sold as a single annual subscription at a flat fee with a set credit allotment. Bundles more than 15 ready-to-deploy AI Agents, Knowledge Sources for documentation, a Customer Intelligence Profile capturing company-specific context, and ChurnZero Connect (MCP) for governed access to customer data inside external AI assistants such as Claude and ChatGPT.
- Professional Services Suite ChurnZero's professional services offering supporting implementation, configuration, and optimization of the customer success platform for customer success teams, typically sold alongside the recurring subscription as an engagement.
- ChurnZero Certification Program Three-tier paid customer success credentialing program — Level 1 ChurnZero Foundations, Level 2 Configuration Essentials, Level 3 Administrator (announced for late 2026) — plus a Community Ambassador program, delivered through credentials.churnzero.com via Accredible. Includes a co-branded Customer Success Foundations Professional Certificate with LinkedIn Learning.
Quantifiable outcome
- 65% reduction in onboarding time
- +10 more outcomes
Companies that use ChurnZero
Customer profileNamed customers24 records
Segments4 records
Ideal customer profiles3 records
ChurnZero technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration66 records
AI capability11 records
Feature12 records
ChurnZero partnerships and signals
Strategic signalPartnerships
Nine partnerships are on record, tiered flagship and core.
- LinkedIn LearningflagshipCo-branded 'Customer Success Foundations Professional Certificate by ChurnZero' hosted on LinkedIn Learning, surfaced on the ChurnZero homepage as a 'Proud partner of' badge. Drives certification-led demand generation and practitioner brand association.
- SynthesiacorePartnership enables ChurnZero customers to use Synthesia's AI video technology to create personalised, short videos for customer engagement and knowledge sharing — useful for global and diversified companies. Also surfaced as a native integration logo on the integrations page.
- Atlassian (Confluence)coreConnected Knowledge Source integration announced in March 2026. Lets ChurnZero AI agents pull from Confluence knowledge bases so they can understand a company's unique processes, products and customer needs.
- Zendesk (Guide)coreConnected Knowledge Source integration announced alongside Confluence in March 2026, enabling AI agents to ingest and reason over Zendesk Guide help-centre content. Zendesk is also one of ChurnZero's flagship CRM/support integrations.
- Anthropic (Claude)flagshipChurnZero Connect (MCP) provides governed access to ChurnZero customer data from Claude and other external AI assistants, enabling those assistants to operate on live customer context. Part of the Agentic Essentials bundle launched June 2026.
- OpenAI (ChatGPT)flagshipChurnZero Connect (MCP) provides governed access to ChurnZero customer data from ChatGPT, alongside Claude, allowing external AI assistants to reason over customer context. Announced as part of Agentic Essentials in June 2026.
- SalesforceflagshipSalesforce is one of ChurnZero's headline CRM integrations (alongside HubSpot and Microsoft Dynamics) and is also offered as a single sign-on (SSO) identity provider on the customer login page. Powers CRM-synced customer health, journeys, and renewal workflows.
- Microsoft (Dynamics 365, Teams, Outlook 365, Excel 365, Microsoft 365)coreMultiple flagship integrations spanning CRM (Dynamics 365), collaboration (Teams, Outlook 365, Microsoft 365) and productivity (Excel 365). Microsoft is also offered as an SSO identity provider alongside Salesforce and Google.
- HubSpot
Scale indicators15 records
Recent moves6 records
Expansion highlights6 records
ChurnZero competitors and assessment
Company assessmentDirect peers
- Gainsight: Gainsight is the dominant enterprise customer success platform and ChurnZero's primary direct competitor. Both serve SaaS subscription businesses with health scoring, renewal forecasting, journey orchestration, and CSM playbooks; Gainsight outscored ChurnZero 94/100 vs 89/100 in the Trakkr 2026 AI Consensus for CS platforms.
- Planhat: Planhat is a customer success platform for B2B SaaS that competes head-to-head with ChurnZero on health scoring, journey orchestration, and CSM workflows. It scored 87/100 in the Trakkr 2026 AI Consensus (just below ChurnZero's 89/100) and is frequently listed alongside ChurnZero in mid-market and enterprise CS software comparisons.
- Vitally: Vitally is a customer success platform for SaaS companies targeting mid-market accounts, offering health scoring, customer journeys, surveys, and analytics. It is consistently grouped with ChurnZero, Gainsight, and Planhat in mid-market CS platform rankings.
- Totango: Totango is a customer success software vendor serving B2B SaaS with successBLOC-based health scoring, segmentation, and engagement tools. It overlaps directly with ChurnZero's health scoring, journey, and playbook modules.
- Catalyst (by Higher Logic): Catalyst is a customer success platform focused on SaaS subscription businesses, offering health scoring, playbooks, and customer engagement. It competes directly with ChurnZero in the mid-market CS segment.
- ClientSuccess: ClientSuccess is a customer success management platform for B2B SaaS that provides health scoring, renewal forecasting, and customer engagement tools, frequently benchmarked against ChurnZero in CS software comparisons.
Broad incumbents
- Salesforce Service Cloud / Customer 360: Salesforce is a broad CRM and customer experience incumbent that overlaps with ChurnZero on CRM-synced customer health, journeys, and renewal workflows, and offers an SSO-integrated path that could be positioned as a native CS alternative to mid-market buyers.
- HubSpot Service Hub: HubSpot's Service Hub provides customer feedback, knowledge base, and customer health tooling that overlaps with ChurnZero's surveys, NPS, and in-app engagement modules, and is often a default CS-adjacent choice for HubSpot-native SaaS companies.
- Zendesk (Zendesk Suite / CX): Zendesk is a broad customer support and CX incumbent whose Suite / Sunshine / AI capabilities (including AI agents) overlap with ChurnZero's in-app communications, surveys, and agentic AI roadmap. Zendesk Guide is also one of ChurnZero's Knowledge Source integrations.
Emerging players
- Intercom: Intercom's Fin AI agent and AI-first customer support platform competes with ChurnZero's in-app communications, surveys, and agentic AI features. Both target SaaS companies and overlap in conversational CS, although Intercom is support-first rather than a dedicated CS platform.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
ChurnZero social profiles
Digital presenceChurnZero financial estimates
Financial estimateRevenue estimate
Valuation estimate
ChurnZero leadership team
Management profileNumber of profiles
Profiles6 records
ChurnZero funding detail
Funding detailFunding overview
Funding rounds3 records
Investors6 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
ChurnZero M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about ChurnZero
What does ChurnZero do?
ChurnZero sells a multi-tenant SaaS customer-success and customer-growth platform that helps recurring-revenue B2B SaaS companies reduce churn, automate renewals, and drive expansion through AI-powered health scoring, customer journeys, playbooks, in-app communications, renewal forecasting, and surveys. Layered on the core platform is an Agentic AI system (Agentic Essentials) that bundles 15+ ready-to-deploy AI agents, Knowledge Sources, a Customer Intelligence Profile, and a Model Context Protocol (MCP) layer for governed data access from external AI assistants like Claude and ChatGPT.
Is ChurnZero a public or private company?
ChurnZero is a private company. It is classified as venture growth investor backed and is currently operating.
When was ChurnZero founded?
ChurnZero was founded in 2015. It employs 101 to 250 people.
Where is ChurnZero based?
ChurnZero is headquartered in Washington, United States, in the North America region.
How does ChurnZero make money?
Two revenue lines are on record. Annual subscription (Agentic Essentials and core platform) is the primary driver. The others are professional Services.
Who are ChurnZero's main competitors?
Direct peers on record are Gainsight, Planhat, Vitally, Totango, Catalyst (by Higher Logic) and ClientSuccess. Broad incumbents are Salesforce Service Cloud / Customer 360, HubSpot Service Hub and Zendesk (Zendesk Suite / CX). Intercom is listed as an emerging player.
Does ChurnZero have an API?
Yes. ChurnZero offers a developer/Implementation Resources portal (https://support.churnzero.net/hc/en-us/categories/360000288212-Implementation-Resources) and the ChurnZero Connect (MCP) layer that provides governed access to customer data inside external AI assistants such as Claude and ChatGPT. Login is supported via single sign-on with Salesforce, Microsoft, and Google. Developer documentation is at support.churnzero.net/hc/en-us/categories/360000288212-Implementation-Resources.