In this post, we look at the key differentiators behind Flashpoint’s Customer Success & Support (CS) — and why Forrester recognized us as a Customer Favorite.

In today’s threat landscape, speed and actionable context are critical. When a high-priority threat emerges, pairing best-in-class threat intelligence data with hyper-responsive human expertise ensures organizations can act immediately and with confidence. To turn raw threat data into actionable defense, Flashpoint unites unmatched primary source collection, cutting-edge AI features, and over 100 analysts fluent in more than 35 languages—ensuring organizations receive localized context, rapid analysis, and long-lasting strategic value.

Flashpoint Customer Success & Support (CS) consistently delivers industry-leading responsiveness and resolution speed. Driven by strict internal Service Level Objectives (SLOs), our metrics showcase our commitment to our customer’s operational success:

• 95% CSAT Score*: The Flashpoint CS team delivered consistent high-satisfaction across every customer interaction.
• 2.5 Hours Time to Solve*: Our industry experts swiftly resolve myriad support inquiries and operational blockers.

*CSAT and Time to Solve figures are based on real customer inputs from January 1, 2026 to September 2026.

This commitment to responsiveness is why we were honored to recently be named a Customer Favorite in The Forrester Wave™: External Threat Intelligence Service Providers, Q3 2026 report, where Forrester specifically noted that “customers laud Flashpoint’s white-glove approach to addressing diverse customer needs.” 

But what does top-level service look like behind the scenes? 

Here is a look at how Flashpoint CS operates as an extension of our customers’ security operations.

Flashpoint Industry Leaders, An Extension of Your Team

Unlike traditional CS models that limit you to a single point of contact, customers are supported by Flashpoint’s entire team of Customer Success Managers (CSM) experts. Our team is comprised of former intelligence operators and seasoned practitioners whose collective experience spans decades across critical industries and sectors, including:

• Healthcare
• Financial Services & Banking
• Vulnerability Management
• Public Sector
• Defense Sector
• Retail & Enterprise Security

Flashpoint customers are paired with a dedicated CSM who can seamlessly draw on our broader team of industry specialists. Flashpoint customers gain speedy, highly knowledgeable insights without bottlenecks. This model provides organizations with timely responses for any urgent specific sector threats, with our CS teams bringing in practitioners who have direct, real-world experience in that field.

More Than Just Support

In addition to traditional support, Flashpoint’s CS team also support clients with:

1. Tailored Onboarding & Workflows: CS works closely with new teams to configure platform workflows, set up alert parameters, and ensure rapid time-to-value from day one.
2. Interactive Training Modules & Flash Talks: Customers gain access to regular, practitioner-led sessions and training modules designed to help analysts level up on advanced platform features and emergent threat trends.
3. Proactive Enablement: Beyond issue resolution, CS provides complimentary training modules, success briefings, routinely-scheduled Flash Talks, and self-service support portal resources to keep security operators informed of evolving threat trends.
4. Community-Driven Events & FUSE: CS bridges the gap between intelligence and execution by connecting customers at our annual FUSE conference, where hundreds of security leaders collaborate on real-world workflows, cross-functional defenses, and advanced platform execution.

Proven Track Record: Voice of the Customer

Flashpoint is a customer-first intelligence provider; we turn customer feedback into action. Our CS teams serve as the direct voice of the customer, taking feature requests and quality-of-life updates to Flashpoint Ignite product managers and engineers to help shape product roadmaps.

Real-world examples of how customer feedback directly drives platform enhancements include:

• Expanding Card BIN Support for Financial Fraud Teams: When a top-10 U.S. bank raised concerns about card data visualization, CS brought the Fraud Product Manager directly into the conversation. This led to dashboard and API fixes alongside brand-new features delivered within a  month.
• Increasing Export Limits for High-Volume Investigations: Facing a critical project deadline, a risk-intelligence consultancy hit the export limit during a large-scale social media search. CS escalated the issue to product engineering, resulting in a permanent increase to the results per export for all Flashpoint customers.
• Resolving Integration Blockers for Global Insurers: When critical vulnerability and intelligence alerts weren’t reaching a global insurer’s SOC tools, CS collaborated directly with Flashpoint’s integrations engineering team to update, release, and verify the integration end-to-end.
• Unlocking Capacity for Enterprise Scaling: When a major Canadian bank approached their contractual API usage limit, their CSM partnered with Flashpoint leadership to secure expanded capacity, ensuring uninterrupted threat monitoring.

Remove Blockers Using Flashpoint

Powerful intelligence technology is only half the equation—unmatched operational support is what drives long-term success. Customer feedback reinforces our belief that Flashpoint’s recognition as a Forrester “Customer Favorite” mirrors our commitment to pairing world-class threat data with exceptional service. Request a demo and see how the combination of best-in-class data and unparalleled customer service strengthens your security operations to maximize your threat intelligence investment.

About Forrester

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. This report is part of a broader collection of Forrester resources, including interactive models, frameworks, tools, data, and access to analyst guidance. For more information, read about Forrester’s objectivity here.