Depends entirely on how much per-customer/seat you can charge. Retool is fairly expensive, but they've just recently started offering external user pricing. It's $7-10/user/mo and caps at $4250/mo at 500 users, at which point additional users are free. At 4,250 users you'd be paying $1/user/mo. They also have embedded/portal type solutions now, so your users won't know they're logging into Retool. I'm not sure if you could support a free-user tier without likely violating their TOS, though it does depend on what your SaaS offers. You can host public-facing no-login-required apps for free.
Downsides? The app overhead can be bulky. It's not something users are going to quickly open, look at some stats, and close imo. If your use-case is users logging-into the platform and likely keeping the dashboard/whatever open for hours or indefinitely? That's a better fit.
Their support team needs a lot of work. They generally are slow to respond and don't understand their own products or pricing. A lot of what should be simple questions end up taking multiple back and forth emails where you find yourself explaining the nature of your problem/question to the support person. It's extremely frustrating to the point I've thought about abandoning them over how incompetent support is. That said, the CEO is really responsive to direct emails...
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