Customer Success Platforms Aren’t Driving ROI... Here’s Why

According to recent TSIA research, less than 20% of companies can quantify savings from workflow automation in their CS platforms. Even more alarming—nearly one-third report no measurable improvement in customer engagement or company performance since deploying their Customer Success Platform (CSP). That’s not just a low return on investment, it’s a strategic problem.

The CS Tech Stack Is Fragmented by Design

Most CSPs sit downstream of key data sources: product usage, support tickets, sales notes, billing systems. This makes it difficult to generate a complete picture of customer health or risk. Worse, CSPs often require heavy integrations just to display static dashboards, and those dashboards are rarely actionable without jumping into another system or pinging another team.This is why Customer Success leaders struggle to justify the cost of their stack. They can see churn signals, but they can’t act on them in time. They can build dashboards, but not campaigns. It’s a tool that monitors, not one that moves the needle.

Overinvesting in Dashboards, Underinvesting in Execution

CSPs often provide beautiful visualizations—but visualizations don’t drive retention. What teams need isn’t more reporting, it’s automated execution across channels. The opportunity cost of waiting for humans to interpret a dashboard, then send an email, then follow up via Slack or in-app messaging, is too high.

This is the fundamental shift behind Customer Growth Automation (CGA).

CGA is designed not to report, but to orchestrate. It unifies data across every customer-facing system—CRM, support, product, billing;, and uses AI and ML to detect patterns that lead to churn or upsell. It doesn’t stop there. It automatically launches actions across email, Slack, in-app messaging, or Salesforce workflows, and it tracks the downstream impact of every campaign.

Magnify: From Dashboard to Action

Magnify is the only CGA platform built to solve the execution gap. Unlike CSPs that require manual intervention at every turn, Magnify delivers:

Connected Insights: Real-time data unification across support, product, CRM, finance, and more.

Predictive Pattern Recognition: AI/ML surfaces unexpected risk or growth signals—based on behavioral and contextual patterns across your entire install base.

Orchestration at Scale: Campaigns that trigger user-level actions across every connected system (email, Slack, in-app, and beyond).

Outcome Reporting: Native A/B testing and campaign attribution that tracks revenue saved or pulled forward.

This is what true ROI looks like... automating action, not just observing it.

Want to See It in Action?

Magnify is trusted by organizations managing over $1 billion in post-sales revenue who are ready to scale efficiently and act proactively.👉 Book a demo to see how CGA works in your environment.