Catalyst

The most intuitive Customer Success Platform.

Customer Success Tools
★★★★☆ 4.1
2017 Founded
101-250 Employees
250+ Customers
New York, NY, USA Headquarters
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Quick Facts

Website
catalyst.io →
Starting Price
unknown
Pricing Model
custom
Company Type
acquired
Social
LinkedIn Twitter/X

About Catalyst

Catalyst is a customer success and customer growth platform originally built "by CSMs, for CSMs" to give B2B SaaS companies a centralized, intuitive system for managing customer health, retention, and expansion. It aggregates product usage, CRM, support, and financial data into a single view, enabling teams to identify risk, manage renewals, and uncover upsell opportunities. medium.com

Founded in 2017 in New York City by Edward and Kevin Chiu, Catalyst grew rapidly on the back of its focus on usability and CS best practices, earning recognition such as LinkedIn Top Startups and Forbes’ America’s Best Startup Employers. mk.linkedin.com The company attracted leading SaaS brands as customers and raised roughly $67M in venture funding from investors including Accel, Spark Capital, ServiceNow Ventures, Databricks Ventures and others. growjo.com

In February 2024, Catalyst merged with Totango to create a combined customer growth platform backed by Great Hill Partners. The new organization operates under the Totango name, with Catalyst offered as the "Catalyst Customer Growth Platform" within Totango’s Customer Revenue Optimization suite, alongside the Totango Customer Success Platform and the Unison AI intelligence engine. totango.com

Today, Catalyst is positioned for mid-market and enterprise B2B companies that want a modern, CS-led revenue motion. It differentiates through an intuitive UI, flexible data model, strong Salesforce and data integrations, and a growing AI-powered feature set, while leveraging Totango’s enterprise-grade governance, security, and global customer base.

Key Features

Customer 360u00b0 and portfolio management - unified account views combining CRM, product usage, support, and financial signals so CS and sales teams work from a single source of truth.

Health scoring - configurable, real-time customer health scores that combine behavioral, usage, commercial, and engagement metrics to predict churn risk and surface expansion potential. help.catalyst.io

Segmentation and views - powerful segment builder and customizable layouts for slicing accounts by lifecycle stage, ARR, product adoption, region, and other fields to prioritize outreach. help.catalyst.io

Automations & playbooks - no-code workflows that trigger tasks, emails, and playbooks based on health changes, lifecycle milestones, product usage events, and renewal dates.

Customer journey orchestration - journey builder to define and track onboarding, adoption, renewal, and expansion motions with clear milestones and task templates for each step. help.catalyst.io

Task & activity management - embedded tasks, notes, and activity timelines that sync with CRM so customer-facing work is tracked and visible across teams. help.catalyst.io

Email campaigns & in-app communication triggers - targeted email sends from Catalyst, with approvals and notifications, driven by health and segment rules.

Reporting & dashboards - configurable dashboards and reports across accounts, segments, and teams to monitor health trends, product adoption, pipeline-at-risk, and expansion pipeline. techtarget.com

Revenue and renewal management - views and workflows for renewals, forecast management, and tracking expansion or contraction at the account and portfolio level.

AI-powered account summaries and insights - AI features (via Totango/Unison) that summarize account status, highlight risks, and recommend next-best actions using historical health and activity data. totango.com

Sales & CS alignment - shared views and processes for account executives and CSMs to collaborate on expansion, upsell, and cross-sell opportunities across the post-sale lifecycle. totango.com

Data management & integrations - connectors and pipelines for CRM, data warehouses, product analytics, ticketing, survey tools, and billing data, with governance and field-mapping controls. help.catalyst.io

Public API - RESTful JSON API for programmatic access to accounts, notes, tasks, emails, playbooks, health scores, and engagement data, with rate limiting and filtering. help.catalyst.io

Community and coaching programs - Catalyst Coaching Corner and Totango community resources for peer learning, best practices, and ongoing CS leadership enablement. catalyst.io

Pros & Cons

👍 Pros

  • Intuitive, modern user interface that is easier for CS teams to adopt than some legacy customer success platforms.
  • Strong Salesforce integration and bi-directional sync, plus solid connections to tools like Mixpanel and Zendesk, make it easier to centralize customer data. help.catalyst.io
  • Flexible health scoring and segmentation help teams prioritize risky accounts and expansion opportunities effectively. help.catalyst.io
  • Automation and playbooks reduce manual work, standardize customer journeys, and allow smaller CS teams to scale. help.catalyst.io
  • Customer support and customer success teams are frequently praised for responsiveness and openness to feedback, with ongoing product improvements.
  • Compared with some enterprise CS tools, many reviewers highlight faster time-to-implementation (around two months) and better usability. g2.com

👎 Cons

  • Reporting and dashboard customization can feel limited, and some users want more advanced or flexible analytics and visualizations. userpilot.medium.com
  • Integrations are strong for major systems but may not cover every niche tool; some users report occasional integration issues or data sync gaps.
  • There can be a learning curve for advanced configuration, and smaller teams sometimes find setup and ongoing administration resource-intensive. g2.com

User Reviews

G2
4.5
★★★★★
Capterra
3.7
★★★★☆
TrustRadius
unknown
☆☆☆☆☆

Integrations

Salesforce HubSpot Zendesk Intercom Slack Segment Mixpanel Snowflake Amplitude Pendo Jira Google BigQuery Looker Tableau Google Sheets Microsoft Teams Zendesk Sell Survey tools Data warehouses Support & ticketing tools

Best For

Company Size

smb mid-market enterprise

Industries

SaaS Technology Cloud Infrastructure Developer Tools Fintech Telecommunications

Use Cases

Customer onboarding and implementation management Customer health scoring and churn risk monitoring Renewal management and forecasting Upsell, cross-sell, and expansion pipeline management Executive business reviews (QBRs/EBRs) and customer storytelling Customer journey orchestration at scale

FAQ

What is Catalyst?

+

Catalyst is a customer success and customer growth platform that centralizes customer data, health scoring, and workflows so CS and sales teams can proactively manage onboarding, adoption, renewals, and expansion. It is now offered as the Catalyst Customer Growth Platform within Totango's Customer Revenue Optimization suite. help.catalyst.io

How much does Catalyst cost?

+

Catalyst does not publish list pricing. Reviews and industry guides indicate that pricing is quote-based and depends on factors such as company size, number of seats, data volume, and integrations. There is no free plan or public free trial; buyers typically request a demo and receive a custom proposal that bundles licenses, onboarding, and support. techtarget.com

What are the main features of Catalyst?

+

Key features include customer 360u00b0 portfolio management, configurable health scoring, segmentation and views, automation and playbooks, customer journey orchestration, task and activity management, email campaigns, flexible dashboards and reporting, deep Salesforce and data integrations, and a public API for programmatic access to accounts and engagement data. help.catalyst.io

Who are Catalyst's main competitors?

+

Catalyst competes with other customer success and customer growth platforms such as Gainsight, Totango's core Customer Success Platform, ChurnZero, Planhat, and Custify. Some buyers also compare it with more general customer engagement and analytics tools depending on their use cases. scmgalaxy.com

Is Catalyst good for small businesses?

+

Catalyst can work for well-funded startups and growing mid-market companies, especially B2B SaaS businesses that already have a CS function and multiple data sources to unify. However, because pricing is custom and there is no free plan, very small teams or early-stage companies may find lighter-weight or lower-cost CS tools more appropriate until their customer base and processes justify an enterprise-grade platform. chameleon.io

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