Catalyst is a modern customer success platform built natively on Salesforce, designed for CS teams that want Gainsight-level capability without the implementation complexity and overhead. It gives CSMs health scoring, playbook automation, and revenue analytics in a Salesforce-connected interface that keeps CRM data in sync without duplication or reconciliation.
Product Overview
Catalyst's key architectural decision — building natively on Salesforce rather than syncing to it — means CS teams using Catalyst operate from the same data as their sales and finance counterparts, eliminating the version conflicts and sync delays that plague other CS platforms. Its 360° customer view surfaces usage data from product analytics, contract data from the CRM, support tickets, and relationship signals in one screen — giving CSMs full context before every customer interaction. Catalyst's revenue intelligence features focus specifically on the CS contribution to revenue: tracking expansion pipeline generated by CS, renewal forecast accuracy, and NRR contribution at the CSM and segment level — making it easier to demonstrate the ROI of the CS function to leadership.
Key Features
- Salesforce-Native Architecture: Built on the Salesforce platform — CS data lives in Salesforce objects, eliminating sync delays and CRM data conflicts.
- Customer Health Scoring: Multi-factor health models combining usage, CRM, support, and relationship data — configurable per segment or customer tier.
- Playbook Automation: Trigger CSM tasks, email sequences, and alerts based on health changes, lifecycle events, or custom business rules.
- Revenue Intelligence: Track CS-sourced expansion pipeline, renewal forecast accuracy, and NRR contribution at the CSM and book level.
- 360° Customer View: Single screen combining product usage, CRM history, support cases, health score, and open tasks per account.
Best For
B2B SaaS companies already on Salesforce that want a modern CS platform without a second data silo — particularly those wanting to connect CS activity directly to revenue outcomes and NRR reporting.
Pricing
Custom pricing based on customer base and team size. Salesforce licence required. Demo available on request.
Key Integrations
Salesforce, Segment, Mixpanel, Amplitude, Zendesk, Intercom, Jira, Slack, Gainsight, Gong
Pros
- Native Salesforce architecture eliminates sync issues and data conflicts
- Revenue intelligence connects CS activity to expansion pipeline and NRR
- Modern UI reduces CSM onboarding time vs. legacy platforms
- CRM-native means sales and CS see the same account data in real time
Cons
- Requires Salesforce — not suitable for HubSpot or other CRM users
- Smaller product team than Gainsight — some advanced features still maturing
- Less community and partner support than Gainsight or Totango ecosystems
