Summary and recommendation
ChurnZero user management can be run manually, but complexity usually increases with role models, licensing gates, and offboarding dependencies. This guide gives the exact mechanics and where automation has the biggest impact.
ChurnZero does not support native SCIM provisioning, so every app user must be created and deactivated by hand inside the Admin > Users panel at app.churnzero.net.
Access is governed by three predefined roles - Admin, Standard User, and Read Only - with no option to build fully custom permission sets.
Data-level scoping (limiting a user to specific accounts) is available through team and segment assignments, but role-level granularity is fixed.
Quick facts
| Admin console path | Admin > Users (top navigation or gear/settings icon) |
| Admin console URL | Official docs |
| SCIM available | No |
| SCIM tier required | N/A |
| SSO prerequisite | No |
User types and roles
| Role | Permissions | Cannot do | Plan required | Seat cost | Watch out for |
|---|---|---|---|---|---|
| Admin | Full access to all ChurnZero settings, user management, integrations, billing configuration, and all customer data. | Admin role grants unrestricted access including the ability to modify other admins; assign carefully. | |||
| Standard User | Access to accounts, contacts, segments, plays, journeys, and dashboards as configured by an Admin. Cannot access admin-level settings. | Cannot manage users, configure integrations, or access billing settings. | |||
| Read Only | View-only access to accounts, contacts, and dashboards. Cannot create or edit records. | Cannot create, edit, or delete any records, plays, or segments. | Availability of Read Only role may depend on contract/plan; confirm with ChurnZero account team. |
Permission model
- Model type: role-based
- Description: ChurnZero uses a role-based access control model. Admins assign predefined roles (Admin, Standard User, Read Only) to users. Roles determine access to features and data. Additional data-level restrictions (e.g., limiting a user to specific accounts) may be configured via team or segment assignments.
- Custom roles: No
- Custom roles plan: Not documented
- Granularity: Role-level granularity with some data-scoping via team/segment assignments; no fully custom permission sets documented.
How to add users
- Log in as an Admin.
- Navigate to Admin > Users.
- Click 'Add User' or 'Invite User'.
- Enter the user's first name, last name, and email address.
- Select the appropriate role (Admin, Standard User, or Read Only).
- Optionally assign the user to a team.
- Click 'Save' or 'Send Invitation'. The user receives an email invitation to set their password.
Required fields: First name, Last name, Email address, Role
Watch out for:
- Users must accept the email invitation before they can log in.
- Email domain must be accessible; invitations may land in spam.
- If SSO is enforced, users authenticate via the IdP rather than a ChurnZero password, but must still be provisioned manually in ChurnZero unless SCIM is configured (ChurnZero does not have native SCIM per available data).
| Bulk option | Availability | Notes |
|---|---|---|
| CSV import | No | Not documented |
| Domain whitelisting | No | Automatic domain-based user add |
| IdP provisioning | No | Not documented |
How to remove or deactivate users
- Can delete users: No
- Delete/deactivate behavior: ChurnZero's official documentation describes deactivating users rather than permanently deleting them. Deactivated users cannot log in but their historical data and associations are retained. Permanent deletion is not documented in publicly available official help content.
- Log in as an Admin.
- Navigate to Admin > Users.
- Locate the user to be deactivated.
- Click the user's name or the edit/action option next to their record.
- Select 'Deactivate' or toggle the user's active status to inactive.
- Confirm the action when prompted.
| Data impact | Behavior |
|---|---|
| Owned records | Records (accounts, contacts, tasks, notes) previously owned or assigned to the deactivated user remain in the system and retain their associations. Admins should reassign ownership before deactivating. |
| Shared content | Plays, segments, and dashboards created by the deactivated user remain accessible to Admins and other users. |
| Integrations | Any integration tokens or API keys tied to the deactivated user's account should be reviewed and rotated by an Admin. |
| License freed | Deactivating a user frees the seat for reassignment; confirm seat release with ChurnZero account team as billing terms vary by contract. |
Watch out for:
- Reassign owned accounts and open tasks before deactivating to avoid orphaned records.
- Deactivated users still appear in historical activity logs and reporting.
- If the user was the only Admin, ensure another Admin exists before deactivating.
License and seat management
| Seat type | Includes | Cost |
|---|---|---|
| Named User Seat | Full platform access per the assigned role. ChurnZero is sold on a per-seat basis as part of a custom contract. |
- Where to check usage: Admin > Users - view the list of active users and their roles to audit seat consumption.
- How to identify unused seats: Filter the Admin > Users list by last login date or activity to identify users who have not logged in recently. No automated unused-seat report is documented in official help content.
- Billing notes: ChurnZero pricing is custom and contract-based. Seat counts and costs are negotiated directly with ChurnZero. Adding seats beyond the contracted amount may require a contract amendment. Contact the ChurnZero account team for billing changes.
The cost of manual management
ChurnZero is sold on a custom, contract-based per-seat model; no self-service pricing tiers are published. Adding seats beyond the contracted count requires a contract amendment negotiated directly with the ChurnZero account team.
Because there is no automated unused-seat report, auditing consumption means manually filtering Admin > Users by last login date - a recurring task that scales poorly as headcount grows.
What IT admins are saying
Community evidence is not specific enough to quote or summarize yet for this app.
The decision
ChurnZero suits CS teams that can absorb manual provisioning overhead and do not require granular, role-level customization. The Admin role carries unrestricted access - including the ability to modify other admins - so seat assignment should be treated as a privileged action.
Teams running SSO via SAML still need to provision users manually in ChurnZero, since no SCIM bridge exists to automate that handoff.
Bottom line
ChurnZero's user management is functional but entirely manual: every app user is invited, role-assigned, and deactivated by an Admin with no automation layer available out of the box.
The fixed role model and absence of SCIM mean that provisioning and deprovisioning workflows depend on human process discipline rather than system enforcement.
Teams with frequent onboarding or offboarding cycles should plan for the operational overhead that entails, particularly around reassigning accounts and tasks at offboarding time.
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