Natero

Overview

Natero was acquired by Freshworks in May 2019 and is now Freshsuccess, a customer success management platform within the Freshworks ecosystem.

Users researching Natero should evaluate Freshsuccess directly or consider purpose-built CS alternatives like Vitally, ChurnZero, or Gainsight.

Quick Facts:

• Status: Acquired May 2019 → Now Freshsuccess
• Pricing: $79-150/user/month (inconsistent across sources)
• Parent Company: Freshworks Inc.
• G2 rating (legacy): 4.3/5 (120 reviews from Natero era)

Freshworks Inc. acquired Natero in May 2019 to add customer success management capabilities to their SaaS platform unifying marketing, sales, support, and customer success. The technology became Freshsuccess, based on Natero's platform.

Post-Acquisition Status

• Brand Discontinued: Natero no longer exists as standalone product
• Technology Integrated: Core features absorbed into Freshsuccess within Freshworks ecosystem
• Pricing Changed: Post-acquisition pricing ranges $79-150/user/month (sources inconsistent: some report $578+ total)

Our Take: Users researching Natero should understand it's no longer an independent platform—it's now Freshsuccess within Freshworks' broader suite. While the acquisition brought Natero's technology to a larger ecosystem, acquired products often face roadmap uncertainty vs purpose-built CS platforms developed independently. Pricing confusion (inconsistent $79-150/user vs $578+ total across sources) suggests unclear positioning post-acquisition. For new implementations, consider purpose-built CS platforms: Vitally ($1,000-3,000/mo) for mid-market with transparent pricing, ChurnZero ($12K-50K/year) for enterprise analytics, or Custify (custom pricing) for B2B SaaS. If already in Freshworks ecosystem, Freshsuccess makes sense for unified suite benefits, but standalone CS needs warrant evaluating independent alternatives.

Customer 360 View & Predictive Alerts

Freshsuccess provides unified customer view consolidating CRM interactions, support tickets, billing status, product usage, and engagement data. Predictive analytics identify customers likely to churn or expand based on behavioral patterns. Health scores calculate account status using in-app usage, custom KPIs, CSM scores, support ticket volume, and NPS surveys. However, as integrated Freshworks feature, roadmap depends on parent company priorities vs independent CS platforms focused solely on customer success innovation.

Workflows & Automated Playbooks

Automated workflows handle onboarding sequences, quarterly business reviews, risk mitigation processes, and renewal campaigns. Playbooks define structured task sequences CSMs complete ensuring consistent customer experiences. Targeted email campaigns trigger automatically based on customer journey milestones or segment criteria. Freshworks ecosystem users benefit from native integrations (Freshdesk, Freshsales), but standalone users may find purpose-built CS platforms offer deeper workflow customization.

Health Monitoring & Segmentation

Monitor customer health based on multiple data sources: product usage patterns, support ticket trends, payment history, NPS feedback, and custom business metrics. Create customer segments for targeted success efforts by industry, company size, product tier, or engagement level. While functional, these features represent standard CS capabilities—modern alternatives like Vitally or ChurnZero offer more advanced analytics, project management, and automation built from ground up for customer success teams.

Pricing Confusion: Sources report inconsistent pricing for Freshsuccess:

• Some sources: $79-150/user/month
• Other sources: $578+ starting price
• Pricing model unclear post-acquisition

Recommendation: Contact Freshworks directly for current Freshsuccess pricing, or evaluate alternatives with transparent published pricing:

• Vitally: $1,000-3,000/month (transparent tiers)
• ChurnZero: $12,000-50,000/year (published ranges)
• Custify: Custom quote (estimated $500-2,000/month)

Free trial: Freshsuccess offers free trial period.

• Freshsuccess Website
• Acquisition Announcement
• Freshsuccess Reviews