GTM AI Index
September 2026 Edition · The permanent record of this edition. The unqualified address always carries the latest edition.
Index › Customer › Customer success › Enterprise › September 2026 Edition

Customer success platforms for enterprise buyers

Asked as “customer success platform”, and as “customer health and retention management tool”, on behalf of an enterprise B2B company. 42 first choices recorded across the direct, paraphrase, budget and scale prompts, twelve models each.
Standing
Gainsight
Consensus
81% of first choices, consensus.
ShowinginAll 73 categories in the September 2026 Edition →

By buyer segment

The same question asked on behalf of a different buyer. Each standing is computed within its segment; they sit side by side and are never added together.
Small businessCustify55%Clear leaderStanding →Mid-marketChurnZero39%ContestedStanding →EnterpriseGainsight81%ConsensusThis page

01The standing

Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all twelve models, for an enterprise B2B company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrant
01Gainsight81%16%63endorsed leader
02Planhat5%18%45accepted challenger
03Totango2%18%56accepted challenger
Show the four products at 0%, ordered by negative rate
07ClientSuccess0%45%20criticized challenger
06Vitally0%28%32criticized challenger
05Catalyst0%24%17accepted challenger
04ChurnZero0%22%54accepted challenger
Bars are the share of first choices, 0 to 100Every product with at least 10 labels here. Every product name links to its vendor page.
Head to head
ChurnZero vs VitallyChurnZero vs CustifyVitally vs Custify

One product takes 81% of first choices here, so the chart would put six markers in one corner and one at the far edge. The two measurements it plots are columns in the standing above: share, and the negative label rate. Two products carry a negative rate above 25% in this category. Jump to the standing

02What they warned about

Eleven of twelve models held their first choice under the paraphrase. GPT-5.4 mini changed. A high negative share on a product with few labels is a warning. A low share on a product with many labels is salience, not sentiment.
ChurnZero
22%
12 of 54 labels negative · 9 of 12 models · 5 hard negative
“What to Avoid: **ChurnZero** | Better suited for mid-market; can hit scalability limitations” Kimi K2, paraphrase prompt
Gainsight
16%
10 of 63 labels negative · 9 of 12 models · 2 hard negative
“What to Avoid (if predictability is critical) ... **Gainsight**: $150-300+ per user/month (reported), implementation fees $30-80K” GLM 4.7 FlashX, budget prompt
Totango
18%
10 of 56 labels negative · 8 of 12 models · 6 hard negative
“the one I'd call out as the closest to "avoid"... Support quality has plummeted since the Catalyst acquisition” DeepSeek V4 Flash, negative prompt
Vitally
28%
9 of 32 labels negative · 8 of 12 models · 5 hard negative
“narrower enterprise depth; better for SMB/lower mid-market; trails leaders in complex ops” Grok 4.1 Fast, negative prompt

03What they cite

Citations exist only for the models that return a source list: four of the twelve in this edition, and all six flagship models on the expanded tier.

Sites the answers cite

23 of 72 answers in this category came back with a source list, from 4 of 12 models: citations where the model returns them, or the search results it consulted. 6 of those lists are Google grounding redirects that name no site and are left out of the counts. 210 links across 85 sites, every framing counted. Ranked by the number of answers carrying the site or page. The other 8 models searched through a gateway that returned no source list on this edition.

coworker.ai
10 answers · 11 citations · 2 models
usepylon.com
8 answers · 11 citations · 2 models
userpilot.com
vendor site · Userpilot8 answers · 8 citations · 2 models
clientsuccess.com
vendor site · ClientSuccess6 answers · 9 citations · 3 models
appcues.com
vendor site · Appcues6 answers · 6 citations · 2 models
gartner.com
vendor site · Gartner6 answers · 6 citations · 2 models
oliv.ai
vendor site · Oliv6 answers · 6 citations · 2 models
thecscafe.com
6 answers · 6 citations · 2 models
guideflow.com
vendor site · Guideflow5 answers · 7 citations · 2 models
viewpointanalysis.com
5 answers · 5 citations · 2 models
g2.com
4 answers · 9 citations · 2 models
gainsight.com
vendor site · Gainsight4 answers · 7 citations · 2 models

Pages the answers cite

The ten pages named in the most answers, by full address. A page here is one the models returned with a recommendation, not one the index endorses.

coworker.ai/blog/customer-success-platforms
10 answers · 2 models
userpilot.com/blog/customer-success-tools
8 answers · 2 models
usepylon.com/blog/csm-tools-2026
7 answers · 2 models
gartner.com/reviews/market/customer-success-management-platforms
6 answers · 2 models
oliv.ai/blog/best-customer-success-platforms
6 answers · 2 models
thecscafe.com/p/best-customer-success-platforms
6 answers · 2 models
clientsuccess.com/best-customer-success-software
5 answers · 2 models
guideflow.com/blog/customer-success-software-tools
5 answers · 2 models
viewpointanalysis.com/post/customer-success-software-options-2026
5 answers · 2 models
appcues.com/blog/customer-success-software
4 answers · 2 models

04How they answered

Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.
ModelDirect“What is the best customer success platform for an enterprise B2B company?”Paraphrase“Which customer health and retention management tool would you recommend to a large B2B company with thousands of employees?”Comparative“What are the top enterprise-grade customer success platforms and how do they differ?”Budget-constrained“What is the best customer success platform for a large company that needs predictable total cost across thousands of users?”Scale-constrained“We are a 5,000 person company with SSO, SOC 2 and procurement review requirements evaluating a customer success platform. What should we look at?”Negative“Which customer success platforms should a large enterprise avoid or be cautious about?”
Claude Haiku 4.5Gainsight
One alternativeTotango with Catalyst
GainsightHeld
Three alternativesChurnZero, Totango, Vitally
Gainsight
Four alternativesCatalyst, ChurnZero, Planhat, Totango
Gainsight
One alternativeClientSuccess
no first choiceagainst: Gainsight
GPT-5.4 miniGainsight
Three alternativesCatalyst, Planhat, Totango
against: ChurnZeroGainsight Customer SuccessChanged
Three alternativesChurnZero, Planhat, Totango
Gainsight
Four alternativesChurnZero, ClientSuccess, Planhat, Totango
Totango
One alternativeGainsight
no first choiceagainst: Catalyst, Gainsight, HubSpot Service Hub, Planhat, Salesforce Customer Success, Vitally
Gemini 3.5 FlashGainsight
Three alternativesChurnZero, Planhat, Totango
GainsightHeld
Three alternativesCatalyst, Planhat, Totango
Gainsight
Four alternativesChurnZero, Planhat, Totango, Vitally
Planhat
Two alternativesCreatio, Vitally
Gainsight
Three alternativesChurnZero, Planhat, Totango
against: Catalyst, ChurnZero, ClientSuccess, Custify, HubSpot Service Hub, Planhat, Salesforce Service Cloud, Totango, Vitally
Perplexity SonarGainsight
Three alternativesPlanhat, Totango, Vitally
GainsightHeld
Three alternativesChurnZero, CustomerGauge, Totango
Gainsight
Four alternativesChurnZero, Planhat, Salesforce Service Cloud, Totango
Skalin
Three alternativesChurnZero, ClientSuccess, Gainsight
no first choiceagainst: ChurnZero, ClientSuccess, Custify, HubSpot Service Hub, Intercom, Planhat, Velaris, Vitally
Grok 4.1 FastGainsight
Two alternativesChurnZero, Totango
GainsightHeld
Two alternativesChurnZero, Totango
Gainsight
Three alternativesChurnZero, Planhat, Totango
against: ClientSuccess, Custify, Salesforce Service Cloud, VitallyGainsight
Three alternativesChurnZero, ClientSuccess, Vitally
against: Custify, Planhat, Skalin, TotangoGainsight
Three alternativesChurnZero, ClientSuccess, Totango
against: ClientSuccess, Custify, HubSpot Service Hub, Totango, Vitally
Mistral SmallGainsight
Two alternativesOliv, Skalin
GainsightHeld
Three alternativesCatalyst, ChurnZero, Totango
Gainsight
Four alternativesChurnZero, Planhat, Totango, Vitally
against: ClientSuccessSkalin
Two alternativesCustomerscore, Salesforce Service Cloud
no first choiceagainst: ChurnZero, ClientSuccess, Gainsight, Planhat, Totango
DeepSeek V4 FlashGainsight
Two alternativesChurnZero, Planhat
GainsightHeld
Three alternativesCatalyst, ChurnZero, Planhat
Gainsight
Five alternativesCatalyst, ChurnZero, Planhat, Totango, Vitally
Gainsight
Two alternativesPlanhat, Totango
Gainsight
Three alternativesChurnZero, Planhat, Vitally
against: Catalyst, ChurnZero, ClientSuccess, Custify, Gainsight, HubSpot Service Hub, Medallia, Planhat, Qualtrics, Totango, Vitally
Llama 4 MaverickGainsight
One alternativePylon
GainsightHeld
Two alternativesChurnZero, Planhat
Gainsight
Three alternativesPlanhat, Totango, Velaris
Gainsightno first choiceagainst: Gainsight
Qwen 3.7 FlashGainsight
Three alternativesPlanhat, Salesforce Service Cloud, Totango
against: ChurnZeroGainsightHeld
One alternativeTotango
Gainsight
Three alternativesChurnZero, Planhat, Totango
Gainsight
One alternativeTotango
no first choiceagainst: ChurnZero, Gainsight, Totango, Vitally
Kimi K2Gainsight
Two alternativesChurnZero, Totango
GainsightHeld
Two alternativesCatalyst, Planhat
against: ChurnZero, Totango, VitallyGainsight
Five alternativesChurnZero, ClientSuccess, Planhat, Totango, Vitally
Planhatagainst: Champify, ClientSuccess, GainsightGainsight
Four alternativesChurnZero, Planhat, Totango, Vitally
against: ChurnZero, ClientSuccess, Custify, Gainsight, Planhat, Totango, Userpilot, Velaris
GLM 4.7 FlashXGainsight
Two alternativesChurnZero, Totango
GainsightHeld
Three alternativesChurnZero, Totango, Vitally
Gainsight CS
Four alternativesCatalyst, ChurnZero, Planhat, Totango
HubSpot Service Hub
One alternativeAkita
against: ChurnZero, Gainsight, Planhat, Totango, VitallyGainsight
Three alternativesChurnZero, ClientSuccess, Totango
against: Catalyst, ChurnZero, Gainsight CS, HubSpot Customer Success Workspace, Salesforce Service Cloud
MiniMax M2.5Gainsight
Five alternativesChurnZero, HubSpot Service Hub, Pylon, Salesforce Customer Success, Totango
GainsightHeld
Two alternativesChurnZero, Totango
Gainsight
One alternativeTotango
Customerscore
Two alternativesGainsight, Skalin
Gainsight
One alternativePlanhat
against: ChurnZero, Gainsight, Totango
Bold is the first choiceAlternatives are counted; the count opens them.What the answer argued against

05The record

One row per call: the version string exactly as returned, whether the model searched, sources cited, and latency. Full answer text is in the free responses file. Download the record
Seventy-two rows: every prompt, every model, every answer.
PromptModelVersion stringTime (UTC)SearchedSourcesLatency
Direct recommendationClaude Haiku 4.5claude-haiku-4-5-202510012026-09-14 22:57yes97 s
Direct recommendationGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 04:47yes44 s
Direct recommendationGemini 3.5 Flashgemini-3.5-flash2026-09-15 03:39yes1724 s
Direct recommendationPerplexity Sonarsonar2026-09-15 02:10yes188 s
Direct recommendationGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 04:49yes07 s
Direct recommendationMistral Smallmistral/mistral-small via mistral2026-09-15 02:57yes05 s
Direct recommendationDeepSeek V4 Flashdeepseek/deepseek-v4-flash via fireworks2026-09-15 00:01yes018 s
Direct recommendationLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 04:07yes02 s
Direct recommendationQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 00:36yes048 s
Direct recommendationKimi K2moonshotai/kimi-k2 via novita2026-09-15 00:19yes036 s
Direct recommendationGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 02:17yes0143 s
Direct recommendationMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 01:41yes021 s
ParaphraseClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 02:52yes78 s
ParaphraseGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 00:37yes35 s
ParaphraseGemini 3.5 Flashgemini-3.5-flash2026-09-15 02:49yes916 s
ParaphrasePerplexity Sonarsonar2026-09-15 03:13yes174 s
ParaphraseGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 03:03yes08 s
ParaphraseMistral Smallmistral/mistral-small via mistral2026-09-15 02:26yes06 s
ParaphraseDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 00:14yes028 s
ParaphraseLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 01:24yes02 s
ParaphraseQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 04:52yes028 s
ParaphraseKimi K2moonshotai/kimi-k2 via novita2026-09-15 00:29yes027 s
ParaphraseGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-14 23:00yes013 s
ParaphraseMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 02:26yes015 s
ComparativeClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 03:01yes813 s
ComparativeGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 01:09yes1310 s
ComparativeGemini 3.5 Flashgemini-3.5-flash2026-09-15 04:40yes1929 s
ComparativePerplexity Sonarsonar2026-09-15 01:00yes209 s
ComparativeGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 01:22yes08 s
ComparativeMistral Smallmistral/mistral-small via mistral2026-09-15 00:28yes014 s
ComparativeDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 05:00yes055 s
ComparativeLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 00:29yes02 s
ComparativeQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 02:53yes050 s
ComparativeKimi K2moonshotai/kimi-k2 via novita2026-09-15 01:31yes053 s
ComparativeGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 02:10yes085 s
ComparativeMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-14 23:02yes013 s
Budget constrainedClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 00:49yes159 s
Budget constrainedGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 02:57yes34 s
Budget constrainedGemini 3.5 Flashgemini-3.5-flash2026-09-15 00:46yes1726 s
Budget constrainedPerplexity Sonarsonar2026-09-14 23:18yes205 s
Budget constrainedGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-14 23:07yes08 s
Budget constrainedMistral Smallmistral/mistral-small via mistral2026-09-14 23:25yes08 s
Budget constrainedDeepSeek V4 Flashdeepseek/deepseek-v4-flash via fireworks2026-09-14 23:08yes020 s
Budget constrainedLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 04:01yes02 s
Budget constrainedQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 00:27yes036 s
Budget constrainedKimi K2moonshotai/kimi-k2 via novita2026-09-15 04:55yes061 s
Budget constrainedGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 01:52yes0122 s
Budget constrainedMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 01:41yes026 s
Scale constrainedClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 03:18yes179 s
Scale constrainedGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 00:08no07 s
Scale constrainedGemini 3.5 Flashgemini-3.5-flash2026-09-15 03:33yes1025 s
Scale constrainedPerplexity Sonarsonar2026-09-15 02:47yes208 s
Scale constrainedGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 03:03yes09 s
Scale constrainedMistral Smallmistral/mistral-small via mistral2026-09-14 23:15yes014 s
Scale constrainedDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-14 23:42yes069 s
Scale constrainedLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-14 23:31yes02 s
Scale constrainedQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 01:54yes034 s
Scale constrainedKimi K2moonshotai/kimi-k2 via novita2026-09-14 23:03yes083 s
Scale constrainedGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 01:31yes027 s
Scale constrainedMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 04:08yes019 s
Negative framingClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 03:29yes119 s
Negative framingGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 01:37yes56 s
Negative framingGemini 3.5 Flashgemini-3.5-flash2026-09-15 02:28yes1929 s
Negative framingPerplexity Sonarsonar2026-09-14 23:16yes206 s
Negative framingGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-14 23:49yes010 s
Negative framingMistral Smallmistral/mistral-small via mistral2026-09-15 03:42yes012 s
Negative framingDeepSeek V4 Flashdeepseek/deepseek-v4-flash via fireworks2026-09-15 03:59yes029 s
Negative framingLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 00:29yes02 s
Negative framingQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 03:28yes053 s
Negative framingKimi K2moonshotai/kimi-k2 via novita2026-09-15 04:18yes086 s
Negative framingGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-14 23:48yes035 s
Negative framingMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 03:21yes040 s

Normalization in this category

Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.

Category-scoped readings
HubSpot read as HubSpot Customer Success Workspace
Salesforce read as Salesforce Service Cloud
Unresolved, counted raw
Pendo Predict
SmartSuite
Totango with Catalyst
Discontinued, still offered
No shut-down product was recommended here.

Also in customer

The other categories of this function, with the leader in each.
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