Customer growth platform enters 2026 with customer acclaim, analyst recognition, new AI firsts, and big plans for the future of customer success.
Washington, D.C., December 17, 2025 – After another year of innovative AI firsts, ChurnZero, the AI platform and partner for customer growth, enters 2026 as a leader in every aspect of customer success. Over the past year, ChurnZero built on its track record of AI firsts with Engagement AI before introducing its AI Marketplace—complete with 14 agentic AI teammates—to deliver on a bold vision for the future of customer success teams and their role in driving retention, revenue, and growth.
“First, we helped customer success evolve from spreadsheets and heroic CSMs to connected, data-driven platforms, and finally AI,” said You Mon Tsang, CEO and co-founder, ChurnZero. “Now, we are making customer growth autonomous as the partner for customer leaders who embrace AI to elevate their people’s impact and extend the human touch at scale. AI, analytics, and automation will carry the workload. Humans will set the vision, build the relationships, and make the calls that matter. And ChurnZero will continue to innovate for customer teams.”
AI-powered platform momentum
2025 marked a step-change in how ChurnZero customers use AI to drive customer success and growth.
In January 2025, the company launched Engagement AI, which analyzes every customer interaction—from emails and surveys to calls and meetings—for sentiment, tone, and key themes, surfacing relationship health and risk directly into health scores, dashboards, journeys, and plays.
Next, ChurnZero launched an ever-growing list of AI agents, purpose-built to autonomously handle complex customer success workflows, detect risk and opportunity, orchestrate journeys and success plans, draft and personalize outreach, and triage work across CSMs and services.
The company introduced a professional services suite that provides annual, programmatic packages of operational and strategic support, technical enablement, and targeted training so customers can implement and scale their CS and revenue strategies faster.
ChurnZero also introduced new integrations that make it easier for teams to manage customer meetings, embed AI video into engagement programs, and navigate advanced capabilities in one unified workspace.
In total, ChurnZero delivered more than 125 product releases and enhancements in 2025, extending its leadership in health scoring, journeys, automation, and reporting, while moving decisively toward an AI-powered future where customer teams set the strategy and autonomous systems execute it.
Trusted, top-rated platform and partner
Customer feedback and independent reviews continued to validate ChurnZero as a trusted partner:
- On Gartner Peer Insights, ChurnZero maintains a 4.6 rating and a deep library of verified reviews in the Customer Success Management Platforms category.
- On G2, ChurnZero holds a 4.7/5 rating across more than 1,400 reviews, including more than 1,300 five-star reviews, and remains one of the top-rated platforms for customer satisfaction.
- TrustRadius awarded ChurnZero its Trusted Seller designation, reflecting transparent, customer-centric sales practices.
ChurnZero’s CX team once again received top industry honors with the 2025 APPEALIE Awards for Customer Success (as well as Appealie’s award for Analytics & Business Intelligence, Collaboration & Productivity, and Customer Service), and the SaaS Awards for Best Data-Driven SaaS Innovation and Best Enterprise-Level SaaS Product.
The company’s AI innovation also earned finalist recognition in the 2025 AI Awards for Best Use of AI-Driven Personalization. ChurnZero was also shortlisted or honored across the SaaS Awards, CODiE Awards, and other leading programs.
ChurnZero was recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Customer Success Management Platforms, and was named in another independent industry evaluation of customer success platforms.
Expanding ecosystem, education, and community
ChurnZero continued to invest heavily in the skills, partners, and community that support customer teams across the SaaS industry:
- The Customer Success Foundations Professional Certificate by ChurnZero on LinkedIn Learning surpassed 10,000 learners, offering CS professionals a clear path to core skills and a recognized credential.
- The ZERO-IN conference brought more than 300 customer revenue and success leaders together to share playbooks for customer-led growth in an AI-powered era.
- ChurnZero continued its long-running monthly thought leadership webinar series, now nearing its 100th event.
- The company contributed to industry benchmarks with the sixth annual Customer Revenue Leadership Study and second annual CSM Confidential Report.
- ChurnZero extended its partnership with GreenPlaces to track and reduce its environmental impact.