The SaaS industry was hit hard in late 2022 through 2024. Shifts in market dynamics led investors to favor financial stability and profitability over “growth at all costs,” putting retention at the center of most businesses.
The metrics of retention (gross revenue retention or net revenue retention) are now cemented as the qualifying metrics when investors and boards ask about a company’s health . Per the 2024 Customer Success Leadership Study, 51% of CS teams are responsible for renewal revenue and 41% for expansion revenue. As drivers of recurring revenue, CS teams are critical to the health of SaaS organizations.
To remain an engine for revenue and growth, and to scale that ability, CS leaders need CS-specific technology.
ChurnZero delivers that software. Committed to being the platform and partner for customer success, ChurnZero’s software delivers a powerful combination of market-leading customer success and digital engagement tools, made even more impactful by Customer Success AI™.
We are excited for this recognition as a Leader in the Gartner 2024 Magic Quadrant for Customer Success Management Platforms report*.
This recognition comes on the heels of Churn Zero achieving the top score in the current offering category and a Strong Performer designation by another leading independent researcher. ChurnZero also has the most five-star reviews on G2 for any customer success software platform, and continues to be recognized within and outside the industry for superior technology, AI innovation, and customer partnership.
“Customer success teams will become the most important and impactful department in SaaS companies,” says You Mon Tsang, CEO and co-founder, ChurnZero. “And there is no world where the function does not exist at B2B subscription companies. ChurnZero is committed to helping our customers succeed at scale by driving recurring revenue, improving the overall customer experience, and increasing efficiency.”
The Report
A Gartner Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market’s competitors. By applying a graphical treatment and a uniform set of evaluation criteria, a Magic Quadrant helps you quickly ascertain how well technology providers are executing their stated visions and how well they are performing against Gartner’s market view.1
1 Gartner Research Methodologies, ” Gartner Magic Quadrant”, November 11, 2024, https://www.gartner.com/en/research/methodologies/magic-quadrants-research.
*Source: Gartner, “Magic Quadrant for Customer Success Management Platforms” Michael Maziarka, Maria Marino, Jennifer MacIntosh, John Quaglietta, Daniel Hawkyard, 28 October 2024.
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