Overview Leaderboard Methodology
Industry Report

Customer Success Platforms

Tools designed to help customer success teams monitor product usage, manage renewals and churn risk, and drive expansion through health scoring and playbooks.

Brands tracked: 39
Brands analyzed: 39
Last updated: 2026-04-23
Model: OpenAI GPT-5
Prompts: 299
Total responses: 1,540
Top Brand Overall?
Gainsight
93/100

Highest overall AI Visibility Score in this industry.

LBA Leader?
Mixpanel
93

Highest score on the LBA metric in this industry.

Authority Leader?
Gainsight
100

Highest score on the Authority metric in this industry.

TOM Leader?
Gainsight
100

Highest score on the TOM metric in this industry.

Gainsight is the default answer in AI responses for Customer Success Platforms

When users ask ChatGPT, Claude, or Gemini about Customer Success Platforms, Gainsight is the brand that surfaces first - unprompted, consistently, and usually at the top of any list the model generates. ChurnZero is a close second, but the gap between them is meaningful. If you're competing in this space and you're not in the top handful, you're effectively invisible to AI-driven discovery.

Brand Leaderboard All 39 Customer Success Platforms brands ranked

Ranked by overall AI Visibility Score (smoothed geometric mean of LBA, Authority, and TOM with an LBA-based floor on Authority and TOM, see methodology). Click any brand for the full report.

# Brand LBA Authority TOM Overall
1
Gainsight
gainsight.com
 79
100
100
93
2
ChurnZero
churnzero.com
 73
80
91
81
3
Totango
totango.com
 66
64
91
73
4
Planhat
planhat.com
 67
60
83
70
5
Vitally
vitally.io
 57
34
69
52
6
Catalyst
catalyst.io
 47
26
70
45
7
ClientSuccess
clientsuccess.com
 41
14
66
35
8
HubSpot
hubspot.com
 86
11
17
27
9
Salesforce
salesforce.com
 91
9
17
26
10
Zendesk
zendesk.com
 91
9
11
23
11
Mixpanel
mixpanel.com
 93
9
9
22
12
Intercom
intercom.com
 84
8
8
20
13
Slack
slack.com
 85
8
8
20
14
Airtable
airtable.com
 80
8
8
19
15
Amplitude
amplitude.com
 70
7
7
17
16
Pendo
pendo.io
 70
7
7
17
17
Custify
custify.com
 45
5
13
16
18
Rocketlane
rocketlane.com
 59
6
6
15
19
GuideCX
guidecx.com
 55
6
6
14
20
Dock
dock.us
 51
5
5
13
21
N
Natero
natero.com
 51
5
5
13
22
FROGED
froged.com
 36
4
4
10
23
Akita
akitaapp.com
 33
3
3
9
24
Kapta
kapta.com
 34
3
3
9
25
Recapped
recapped.io
 33
3
3
9
26
S
Salesmachine
salesmachine.io
 34
3
3
9
27
S
SmartKarrot
smartkarrot.com
 34
3
4
9
28
Staircase AI
staircase.ai
 36
4
4
9
29
UserIQ
useriq.com
 33
3
3
9
30
S
StrikeDeck
strikedeck.com
 31
3
3
8
31
ZapScale
zapscale.com
 29
3
3
8
32
Velaris
velaris.io
 26
3
3
7
33
Arrows
arrows.to
 21
2
2
6
34
OnRamp
onramp.us
 22
2
2
6
35
EverAfter
everafter.ai
 16
2
2
5
36
C
CustomerSuccessBox
customersuccessbox.com
 12
1
1
4
37
B
Bolstra
bolstra.com
 9
1
1
3
38
H
Hook
hook.app
 0
0
0
0
39
S
Skalin
skalin.com
 0
0
0
0

How is this calculated? Methodology

Every brand in this leaderboard is scored against the same set of 299 shared Customer Success Platforms prompts. The same prompts, same model, same iterations. So differences in scores reflect actual differences in AI visibility, not differences in measurement.

Overall AI Visibility Score
Smoothed geometric mean of LBA, Authority and TOM. Authority and TOM are floored at LBA × 0.1 before the geometric mean (the same floor used in the per-metric cards above, so brand cards and the composite tell the same story). Formula: composite = ((LBA + 5)(Authority + 5)(TOM + 5))^(1/3) - 5. The floor keeps brands the model clearly recognises but doesn't yet recommend from collapsing to zero, while a single genuinely weak metric still pulls the composite down. Full methodology.
Shared industry prompts
For Authority and TOM, all brands in the industry are scored against the same 299 category prompts (e.g. "best SEO tools for agencies"). This makes brand-to-brand comparisons valid - everyone faces identical inputs. LBA prompts are per-brand because they ask brand-specific questions.
Latent Brand Association (LBA)
5 brand probes + 1 control prompt, each run 5 times in recall mode (no web search). LBA = quality × meta × stability × share × recognition × 100. Read the full LBA methodology →
LLM Authority
50 organic category prompts (discovery, comparison, problem and transactional intents), each run once in recall mode and once in retrieval mode. Score = frequency × log-decayed prominence × intent weight, then 50/50 averaged across the two modes. Read the full Authority methodology →
Top of Mind (TOM)
15 high-volume discovery prompts (sourced from Keywords Everywhere search-volume data), each run 5 times in pure recall mode (no web). Score = frequency × (0.5 + 0.5 × log-prominence), volume-weighted. Read the full TOM methodology →