What it is
Heap is an autocapture digital analytics platform — now owned by Contentsquare, which acquired it in 2023 and folded it into a broader digital-experience suite. The core idea: drop one snippet and Heap records every click, pageview, form submission, and session automatically, with no upfront event instrumentation. You define the events you care about after the fact (“clicked the upgrade CTA,” “completed onboarding step 3”) and Heap runs funnels, retention, paths, and cohorts against data it already captured. It’s the autocapture answer to Amplitude and Mixpanel, where you have to decide what to track before you can measure it.
Why it shows up in Customer Success stacks
- Retroactive analysis ends the “we didn’t track that” dead-end. When a CSM or CS-ops lead asks “how many accounts hit the integrations setup screen but never finished?”, Heap can answer it for past data — no waiting a quarter for a new event to backfill.
- Account-level rollups, not just users. Heap maps user behavior to accounts and syncs Salesforce/HubSpot properties (ARR, renewal date, plan tier) onto product usage, so CS can watch feature adoption by segment and feed it into health scores.
- It complements the CS platform rather than competing. Teams running Gainsight, Catalyst, Vitally, or ChurnZero use Heap as the product-usage signal source — the granular “what did they actually do in the app” layer those platforms surface but don’t capture themselves.
Pricing
- Free — $0, up to 10k monthly sessions, 6 months of history, core charts, SSO
- Growth — custom quote, adds Sense AI (chat, summaries, follow-ups), unlimited users/reports, 12 months history
- Pro — custom, sessions-based; account analytics, engagement matrix, alerts; Session Replay as a paid add-on
- Premier — custom; data-warehouse sync, behavioral targeting, dedicated CSM
Paid tiers are not list-priced; everything above Free is a sales-led quote scaled by session volume. Practical entry to a paid plan tends to land in the four-figures-per-month range and climbs with sessions and add-ons.
Best for
Mid-market and enterprise CS/product teams (roughly 50+ employees) who want product-usage data without standing up an instrumentation project first, and who already live in Salesforce or HubSpot. Best ROI when CS, product, and growth share the same Heap instance instead of buying separate analytics.
Watch-outs
- Paid pricing is opaque and session-metered. Budget is hard to predict; high-traffic apps can see costs jump on overages. Negotiate a session ceiling and confirm add-on pricing (Session Replay, extra history) before signing — they are not included.
- It’s analytics, not a CS platform. Heap tells you what happened in the product; it won’t run playbooks, manage renewals, or own the customer health workflow. Pair it with Gainsight, Vitally, or Catalyst for that.
- Sense AI is assistive, not agentic. It summarizes and answers questions over your data well, but it is not an AI-native product the way a Claude-driven workflow is — treat it as a faster path to a chart, not an autonomous analyst.