Totango

Turn customer outcomes into customer growth.

Customer Success Tools
★★★★☆ 4
2010 Founded
51-200 Employees
600+ organizations Customers
Redwood City, CA, USA Headquarters
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Quick Facts

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Website
totango.com →
Starting Price
unknown
Pricing Model
custom
Free Trial
14 days
Company Type
private
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About Totango

Totango is a Customer Growth and customer success platform built to help post‑sales, customer success, and revenue teams turn customer outcomes into predictable revenue growth. Its core customer success platform combines scalable account management, health scoring, workflow automation, and digital engagement to give organizations a 360° view of customer health and value. The company emphasizes a customer‑led growth philosophy, positioning customer value realization as the primary driver of retention and expansion.

The product is organized as a broader Customer Revenue Optimization suite that now includes the Totango Customer Success Platform, Unison AI (a customer intelligence engine focused on churn and expansion prediction), and Catalyst (a revenue growth solution, following the 2024 merger). Together, these offerings are united around a common data platform and AI‑driven insights that allow GTM, CS, and revenue teams to orchestrate complex journeys, automate SuccessPlays, and coordinate across functions. Modular SuccessBLOCs and prebuilt programs help teams rapidly launch use cases such as onboarding, adoption, renewals, and NRR optimization while still allowing deep customization.

Founded in 2010, Totango has evolved from an early customer success pioneer into a mature, AI‑first platform vendor serving hundreds of organizations worldwide. It has raised more than $100M in venture funding, including a $100M Series D led by Great Hill Partners, and continues to invest in product innovation, AI capabilities, and acquisitions (such as Lou, Parative AI, and the merger with Catalyst) to expand its footprint across post‑sales revenue operations. The company operates remotely with a primary headquarters in Redwood City, California, and additional presence in New York and Tel Aviv.

In the customer success tools market, Totango is positioned as an enterprise‑ready yet flexible alternative to heavyweight platforms. It is frequently recognized by analysts and review sites as a leader or strong performer in customer success platforms, including The Forrester Wave and TrustRadius awards, and is often shortlisted alongside Gainsight, ChurnZero, Planhat, ClientSuccess, and similar vendors for organizations seeking a composable, data‑rich CS platform.

Key Features

SuccessBLOCs - modular, prebuilt customer success program templates that operationalize best practices across the customer journey.

Customer health scoring - multidimensional, configurable health profiles combining product usage, support, financial and sentiment data to flag risk and opportunities.

Portfolio management - 360u00b0 account and user views with segmentation, filters and dashboards to monitor health, renewals and expansion pipelines.

SuccessPlays automation - event-based and manual playbooks that create tasks, update attributes, trigger alerts and orchestrate internal workflows.

Campaigns and digital engagement - targeted in-app and email campaigns driven by segments to increase adoption, NPS and lifecycle engagement at scale.

Customer portal - shared success plans, objectives and tasks so customers can collaborate on outcomes and track progress in real time.

AI churn intelligence - Unison AI models that analyze historical and real-time signals to predict churn risk and highlight expansion opportunities.

AI assistant and generative content - natural-language search and Jasper-powered content generation for segments, emails and playbooks.

Zoe for Slack - conversational interface that lets employees query Totango data, log touchpoints, and share segments directly from Slack.

Customer Data Hub - schema-less data management layer and connectors to unify CRM, billing, product usage, support, community and other data sources.

Reporting and dashboards - scorecards, journey analytics and executive reporting on adoption, health, NRR and team productivity.

Role-based access and team management - fine-grained permissions, team structures and hierarchical account modeling for complex B2B environments.

Customer objectives and value realization - tools to define, track and report on customer objectives, milestones and realized ROI.

Pros & Cons

👍 Pros

  • Flexible segmentation and configurable health scoring make it easy to identify at-risk and expansion accounts.
  • Prebuilt SuccessBLOCs and SuccessPlays help teams stand up onboarding, adoption and renewal programs quickly.
  • Strong integrations with tools like Salesforce, Zendesk and HubSpot provide a centralized 360u00b0 view of the customer.
  • Built-in campaign and digital engagement features support scalable, automated outreach without leaving the platform.
  • Generally viewed as good value for money compared with some enterprise customer success platforms, especially for complex portfolios.
  • Fast time to value and implementation relative to some competitors, according to many enterprise reviews.

👎 Cons

  • Steep learning curve and complex configuration for admins, particularly around data modeling, health profiles and journeys.
  • Reporting and custom analytics can feel limited or rigid compared with dedicated BI tools, leading some teams to export data externally.
  • Some users report UI/UX friction and extra clicks for common workflows, especially for newer or less technical users.
  • Data integrations and syncing can be challenging to set up and maintain for certain stacks, with occasional reliability issues mentioned.
  • Customer support quality and responsiveness are described as mixed in recent reviews, with slower resolution times reported by some customers.

User Reviews

G2
4.3
★★★★☆
Capterra
3.8
★★★★☆
TrustRadius
7.6
★★★★★

Integrations

Salesforce HubSpot Sales Hub HubSpot Marketing Hub Zendesk Slack Gmail Microsoft Outlook Zapier Segment.io Microsoft Dynamics 365 Zuora Pendo Mixpanel Intercom Jira Service Management ServiceNow Google Calendar Outlook Calendar ZoomInfo Sunshine Conversations

Best For

Company Size

smb mid-market enterprise

Industries

SaaS Technology Financial Services Healthcare Technology Industrial & Manufacturing

Use Cases

Customer onboarding and implementation management Customer health scoring and churn prevention Renewals and expansion pipeline management Customer lifecycle campaigns and digital engagement Executive reporting on NRR, retention and customer value Customer journey orchestration across CS, sales and support

FAQ

What is Totango?

+

Totango is an enterprise customer success and customer growth platform that centralizes customer data, health scoring, workflows and digital engagement to help B2B companies reduce churn and drive expansion. It unifies data from CRM, product usage, billing and support systems, then powers SuccessBLOCs, SuccessPlays and campaigns so customer success, sales and revenue teams can orchestrate the entire post-sales lifecycle from onboarding through renewal and upsell.

How much does Totango cost?

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Totango uses a custom, quote-based pricing model that is tailored to each customer's scale, data complexity and products. Its public plans page describes Enterprise and Premier tiers for the Customer Success Platform, which bundle practitioner seats, viewer seats, customer account volumes and services such as an Enterprise CSM or dedicated account team, but exact pricing is provided by sales. A 14-day free trial is available, and contracts are generally annual with options to add more seats, accounts and emails over time.

What are the main features of Totango?

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Key Totango features include multidimensional customer health scoring, portfolio and account management, modular SuccessBLOCs and SuccessPlays for automation, targeted campaigns and in-app engagement, a shared customer portal for success plans, Zoe and Slack integrations for conversational access to data, an AI-powered churn intelligence engine (Unison AI), generative AI assistance for content and queries, and a Customer Data Hub that connects CRM, billing, support, community and product usage sources with reporting and dashboards.

Who are Totango's main competitors?

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Totango's main competitors in the customer success platform space include Gainsight, ChurnZero, Planhat and ClientSuccess, along with other CS and customer growth tools such as Vitally and Custify. Buyers often evaluate Totango alongside these vendors based on factors like data flexibility, implementation speed, ease of use, automation depth, pricing model and the strength of integrations with their existing tech stack.

Is Totango good for small businesses?

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Totango can serve smaller and mid-market businesses, especially those with recurring revenue models and dedicated CS teams, but its strengths lie in environments with more complex data and multi-team collaboration needs. Very small businesses or early-stage startups with a handful of customers and minimal tooling may find Totango more powerful and complex than they need and might prefer a lighter-weight CS tool or a CRM-only approach until their customer base and CS organization grow.

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