Privacy Policy

Last updated: September 4, 2026.

At ClientSuccess, we respect and protect your privacy whether you are a customer using our customer success management platform (“Services”) or a visitor to our website. This Privacy Policy explains how we collect and use your personal information. The information we collect and use is limited to your use of our Services and website, whether a customer of ClientSuccess or not.

This Policy covers information we handle as a controller — our own website visitors, prospects, and the administrators and users of customer accounts. It does not govern how our business customers use the Services to handle information about their own end customers. Where our customers submit that information into the Services, ClientSuccess acts as a processor on their instructions, and their own privacy notice governs.

What do we mean by personal information?

In this Policy, Personal Information means information, or an information set, that identifies or could be used by or on behalf of ClientSuccess to identify an individual and includes Personal Data. Except as described in this Policy, ClientSuccess will not give, sell, rent or loan any personal information to any third party.

What information do we collect?

We gather various types of Personal Data from our users to personalize and improve the Service, to allow our users to set up a user account and profile, to contact users, to fulfill users’ requests for Service, to analyze how users utilize the Website and as otherwise set forth in this Privacy Policy. We collect the following types of information:

A. Personal Data You Provide to Us: We may receive and store any information you provide to us. When you register for the Service, we ask for personal information such as your name, address, phone number, and email address, as well as certain related information like your company name and website name. We also collect personal information such as an email address and a name or alias of any agents or end-users you authorize to log into and utilize the Service in connection with your account. Payment card details are submitted to and processed by our third-party billing and payment provider; ClientSuccess does not capture or store payment card numbers. That provider is not permitted to store, retain, or use your billing information for any purpose except for payment processing on ClientSuccess’ behalf.

ClientSuccess may use the personal information provided to operate the Service and tailor its customers needs, for billing, identification and authentication, to contact and communicate with you and your Agents about the Service and your and their use of the Service, send marketing materials (subject to your opt-out option), for research purposes, and to generally improve the content and functionality of the Service. We may share your personal information with third parties (including our service providers and government entities) to detect, prevent, or otherwise address fraud or security or technical issues.

B. Your customers’ Personal Data: You may submit various types of information and data into the Services for hosting and processing purposes (“Customer Data”). Customer Data may include, without limitation, (a) personal information such as names, email addresses and phone numbers of your end-user customers, potential customers and other users of and visitors to your websites, apps and other properties, which information may be input into the Services by you or collected by the Services using ClientSuccess tags, scripts and other code implemented on such properties, and (b) information contained in communications between you and your customers using features of the Services. We will only use, disclose and otherwise process Customer Data for the purposes set forth in your agreement with us for the provisioning of the Services (“Terms of Service”).

You should avoid sending any of the following types of sensitive personal information to ClientSuccess on behalf of yourself or Your Customers: government-issued identification numbers; financial information (such as credit or debit card numbers, any related security codes or passwords, or bank account numbers); information related to an individual’s physical or mental health and information related to the provision of health care or payment for health care services.

Usage Data

We collect information on how you interact with the Services, such as the IP address from which you access the Service, date and time, information about your browser, operating system and computer or device, pages viewed and items clicked. We may also collect location information, including location information automatically provided by your computer or device. We use cookies and similar technologies to collect some of this information.

Log Files

As is true with most websites, ClientSuccess gathers certain information automatically and stores it in log files. This information includes internet protocol addresses as well as browser, internet service provider, referring/exit pages, operating system, date/time stamp, and clickstream data.

Cookies

A cookie is a small software file stored temporarily or placed on your computer’s hard drive. The main purpose of a cookie is to allow a web server to identify a user’s computer and web browser, and tailor web pages and/or login information to their preferences. Cookies help us promptly display the information needed to use the capabilities of the Service.

We utilize various categories of cookies: Essential cookies are critical to the functionality of the Service. Functional cookies track agent and end-user activities to improve the user experience. Marketing cookies are served by third-party providers to track and analyze usage and serve tailored advertisements.

You can generally accept or decline the use of cookies through a functionality built into your web browser. For questions about cookies used in the Service, contact us at privacy@clientsuccess.com.

Legal bases for processing (EEA, UK, and Switzerland)

Where the GDPR or UK GDPR applies to our processing as a controller, we rely on the following legal bases:

• Performance of a contract — to provide the Services, administer accounts, authenticate users, and bill for the Services.
• Legitimate interests — to secure the Services, detect and prevent fraud and abuse, improve and develop our products, and market to business contacts, in each case where those interests are not overridden by your rights.
• Consent — for non-essential cookies and for marketing communications where consent is required. You may withdraw consent at any time.
• Legal obligation — to meet tax, accounting, and lawful disclosure requirements.

Where ClientSuccess processes personal data as a processor on behalf of a business customer, that customer determines the purposes and means of processing and is responsible for establishing a legal basis.

Use of Your Information

We do not sell Customer Data. In the course of business we engage third-party organizations to help us operate and improve the Services, including cloud hosting, email delivery, payment processing, analytics, and support tooling. We disclose personal information only to those employees and third parties who need it and who are bound to protect it.

A current list of our sub-processors, including the purpose and location of each, is published at https://www.clientsuccess.com/list-of-sub-processors.

Targeted advertising, sale, and sharing

ClientSuccess does not sell personal information for money, and we never sell or share Customer Data.

Our website uses advertising and analytics cookies that disclose information about site visitors to third-party providers for cross-context behavioral advertising. Under the California Consumer Privacy Act and several other US state privacy laws, those terms are defined broadly, and this activity may constitute a “sale” or “sharing” of personal information, and “targeted advertising,” even though no money changes hands.

You may opt out at any time by emailing privacy@clientsuccess.com, or by declining non-essential cookies through your browser settings.

We do not knowingly sell or share the personal information of consumers under 16 years of age.

Artificial intelligence and machine learning

Some features of the Services use AI models operated by ClientSuccess or by sub-processors listed on our sub-processor page. ClientSuccess does not use Customer Data to train, fine-tune, or otherwise improve any machine-learning model, and does not permit its sub-processors to do so.

Where your organization connects the Services to an AI application or model provider of its own choosing — for example through the ClientSuccess MCP Server — that provider is selected, contracted for, and authenticated by your organization. It is not a ClientSuccess sub-processor, ClientSuccess does not route your data to it, and your organization’s agreement with that provider governs how it handles the data.

Disclosure for Law Enforcement

Under certain circumstances, ClientSuccess may be required to disclose your Personal Data if required to do so by law or in response to valid requests by public authorities.

Legal Requirements

ClientSuccess may disclose your Personal Data in the good faith belief that such action is necessary to:

• Comply with a legal obligation
• Protect and defend the rights or property of ClientSuccess
• Prevent or investigate possible wrongdoing in connection with the Service
• Protect the personal safety of users of the Service or the public
• Protect against legal liability

How long we keep information

We keep personal information only as long as we need it for the purposes described in this Policy, and we determine that period by reference to: the length of our relationship with you or the customer whose account you use; the purpose the information was collected for and whether that purpose is still active; any legal, tax, accounting, or audit obligation that requires retention; and whether the information is needed to establish, exercise, or defend legal claims.

Customer Data is governed by your agreement with us. On written request made within 30 days after termination or expiration, we return Customer Data within 60 days in a mutually agreed-upon form, after which it is deleted within 90 days of delivery. If no request is made within that 30-day window, we delete Customer Data within 90 days of termination or expiration.

Your rights in the EEA, the UK, and Switzerland

If the GDPR or UK GDPR applies to you, you have the right to:

• Access the personal data we hold about you and receive a copy;
• Rectify personal data that is inaccurate or incomplete;
• Erase personal data in certain circumstances;
• Restrict our processing in certain circumstances;
• Portability — receive personal data you provided in a structured, commonly used, machine-readable format and have it transmitted to another controller;
• Object to processing based on our legitimate interests, and to direct marketing at any time;
• Withdraw consent at any time, without affecting processing carried out before withdrawal; and
• Lodge a complaint with a supervisory authority in the country of your habitual residence, place of work, or the place of the alleged infringement. In the UK, that is the Information Commissioner’s Office; in Switzerland, the Federal Data Protection and Information Commissioner.

To exercise any of these rights, contact privacy@clientsuccess.com. We respond within the period required by applicable law.

Your rights in US states

If you are a resident of California, Colorado, Connecticut, Utah, Virginia, or another state with a comprehensive consumer privacy law, you may have the right to:

• Know and access the categories and specific pieces of personal information we have collected about you, the sources, the business purposes, and the categories of third parties to whom it was disclosed;
• Delete personal information we collected from you;
• Correct inaccurate personal information;
• Portability — obtain a copy in a portable format;
• Opt out of the sale or sharing of personal information and of targeted advertising — see “Targeted advertising, sale, and sharing” above;
• Limit the use and disclosure of sensitive personal information (California);
• Opt out of profiling in furtherance of decisions producing legal or similarly significant effects;
• Non-discrimination — we will not deny goods or services, charge different prices, or provide a different level of quality because you exercised a right; and
• Appeal a refusal of your request (Colorado, Connecticut, Virginia). If we decline, our response will explain how to appeal.

To exercise these rights, email privacy@clientsuccess.com. We will verify your identity before responding, typically by confirming information already associated with your account. An authorized agent may submit a request on your behalf with written permission.

Categories of personal information collected in the past 12 months

We do not collect sensitive personal information for the purpose of inferring characteristics. We do not knowingly collect personal information from children under 16.

California “Shine the Light.” California residents may request information about disclosures of personal information to third parties for their direct marketing purposes by emailing privacy@clientsuccess.com.

If you are the customer of a ClientSuccess customer

If your information was submitted to the Services by a business that uses ClientSuccess, that business — not ClientSuccess — controls it. Direct requests to access, correct, or delete that information to the business you dealt with. If you contact us, we will refer you to them, and we will assist them in responding as required by our agreement and by law.

Protection of Information

ClientSuccess is committed to ensuring the security of your personal information. We utilize appropriate precautions including technical, physical, and organizational safeguards. When you enter confidential information, we encrypt the transmission using SSL. However, no internet transmission is ever fully secure, so you should take care in deciding what information you send.

Data Privacy Framework Notice

ClientSuccess, Inc. complies with the EU-U.S. Data Privacy Framework (EU-U.S. DPF), the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. Data Privacy Framework (Swiss-U.S. DPF) as set forth by the U.S. Department of Commerce. ClientSuccess has certified to the U.S. Department of Commerce that it adheres to the EU-U.S. DPF Principles with regard to personal data received from the European Union and the United Kingdom in reliance on the EU-U.S. DPF and the UK Extension, and the Swiss-U.S. DPF Principles with regard to personal data received from Switzerland in reliance on the Swiss-U.S. DPF. If there is any conflict between the terms in this notice and the DPF Principles, the Principles govern. To learn more about the Data Privacy Framework program, and to view our certification, please visit https://www.dataprivacyframework.gov/.

Types of personal data we collect. In connection with providing our customer success management platform to business customers, we collect and process the following categories of personal data on behalf of our customers: names, work email addresses, job titles, business phone numbers, business addresses, calendar and scheduling information, documents and presentations shared through the platform, product usage and activity data, and communications between our customers and their own end customers.

Purposes. We process this personal data solely to provide our platform and related support to our business customers, and do not use it for our own independent marketing purposes.

Your rights. If you are an individual whose personal data we process on behalf of one of our business customers, you may have the right to access, correct, amend, or delete your personal data. Because we act as a data processor for our business customers, such requests should generally be directed to the ClientSuccess customer on whose behalf we are processing your data. If you contact us directly at privacy@clientsuccess.com, we will respond directly or refer your request to the relevant customer, as appropriate.

Choice and onward transfer. Where required by the DPF Principles, we provide individuals the choice (opt-out) before disclosing their personal data to a third party or using it for a materially different purpose. ClientSuccess engages third-party sub-processors, including Amazon Web Services (AWS), to assist in providing the services, and is potentially liable for onward transfers to such agents that are inconsistent with the DPF Principles, unless we prove we are not responsible for the event giving rise to the damage.

Government access. ClientSuccess may be required to disclose personal data in response to lawful requests by public authorities.

Enforcement authority. ClientSuccess is subject to the investigatory and enforcement powers of the U.S. Federal Trade Commission (FTC).

Complaints and independent recourse. If you have an unresolved privacy concern, contact us first at privacy@clientsuccess.com. If your concern remains unresolved, you may raise it with your local EU Data Protection Authority (EU-U.S. DPF), the UK Information Commissioner’s Office (UK Extension), or the Swiss Federal Data Protection and Information Commissioner (Swiss-U.S. DPF) — each of which ClientSuccess has committed to cooperate with. Under certain conditions, more fully described at https://www.dataprivacyframework.gov/framework-article/ANNEX-I-introduction, you may invoke binding arbitration through the DPF Panel as a last resort.

Standard Contractual Clauses. Where DPF does not apply, transfers of personal data outside the United States are separately governed by our Data Processing Amendment with the applicable customer, which incorporates the Standard Contractual Clauses approved by the European Commission in Implementing Decision (EU) 2021/914. Contact privacy@clientsuccess.com for a copy.

Children’s privacy

The Services are not directed to children, and we do not knowingly collect personal information from anyone under 16. If you believe a child has provided us with personal information, contact privacy@clientsuccess.com and we will delete it.

Changes to the Privacy Policy

We may update this Policy from time to time. When we do, we will post the revised Policy on this page and update the “Last updated” date above, and we encourage you to review this Policy periodically. Where applicable law requires us to provide additional notice of a change or to obtain your consent, we will do so.

Contact Us

If you have questions regarding this Policy, please contact us by email at privacy@clientsuccess.com, or at:

ClientSuccess, Inc.
Attn: Privacy Officer
770 E Main Street #151
Lehi UT 84043