Totango
Turn customer outcomes into customer growth and retention.
Executive Summary
Totango is a composable customer success platform designed to help post-sales teams drive customer ROI and revenue growth at scale. It provides customer management software, predictive revenue intelligence, and a robust Value Methodology. Used by leading enterprises like SAP, Google, and Zoom, Totango differentiates itself with its modular architecture, AI-powered insights (via Unison AI), and pre-built SuccessBLOCs templates for rapid time-to-value.
Use Cases
- Preventing customer churn by proactively identifying at-risk accounts and automating interventions.
- Driving revenue growth through identifying upsell and cross-sell opportunities based on customer behavior and predictive analytics.
- Streamlining customer onboarding and adoption processes with automated workflows and personalized campaigns.
- Scaling customer success operations efficiently for large customer bases without proportional increases in manual effort.
- Aligning customer success goals with overall company strategy and demonstrating measurable business outcomes.
- Creating a unified 360-degree view of customer data from various sources to inform strategic decisions.
Features
Visibility
- Complete Customer View: Pulls all relevant customer data and information into a single source for teams to leverage in daily workflows.
- Multidimensional Health Score: Allows control over the impact of different dimensions on customer health scores, enabling proactive analysis of specific risk areas.
- Customer Segmentation: Divides customers into groups to understand audiences, tailor marketing, boost engagement, and drive results.
- Portfolio Management: Enables teams to monitor customer health signals, proactively engage at scale, and help customers achieve their goals.
- Executive Analytics: Provides high-level insights and analytics for executives to monitor business performance, track churn, revenue growth, and customer health.
Intelligence
- AI-powered Churn Intelligence: Utilizes AI to forecast future churn with high accuracy and identify underlying data issues affecting go-to-market motions.
- Predictive Analytics for Expansion: Identifies expansion opportunities (upsell/cross-sell) based on behavioral patterns and data-driven decisions.
- Zoe AI Chatbot: A conversational interface that provides customer summaries on demand through Slack, including health scores, subscription amounts, and assigned team members.
- Automated Content Generation: AI capabilities enable automated content generation for customer communications.
- Intelligent Workflows & Automation: Automates manual tasks, streamlines efficiency, and drives consistency through the post-sales process, triggering personalized actions based on risk signals.
Support
- SuccessBLOCs Templates: Pre-built, customizable templates for common customer success scenarios, including reports, workflow automations, and campaign content, accelerating time to value.
- Customer Community & Training: Offers a customer community, self-paced courses, live events, and office hours with experts for training and support.
- Customer Portal: A shared website where customer contacts can view success plan objectives, track progress, and complete assigned tasks for mutual accountability.
- Dedicated Account Team: Enterprise plans often include a dedicated account team for personalized support and guidance.
Technical Specifications
- Architecture
- Composable Customer Success Platform
- Deployment
- Cloud/SaaS
- Authentication
- SSO, SAML 2.0, MFA
- API Available
- Yes
- MCP Server
- No
Infrastructure
- AWS
- Google Cloud
AI/ML Stack
- Machine Learning
- NLP
- LLM
Integrations
- Salesforce
- HubSpot
- Zendesk
- Intercom
- Slack
Security & Compliance
Certifications: SOC 2 Type II, GDPR
Encryption: Industry standard encryption
Pricing
- Model
- Tiered subscription, Custom enterprise
- Starting Price
- Free plan available; Growth plan starts at $199/user/month; Enterprise plan: Contact sales
- Target Customer
- Mid-market to Enterprise
- Contract Type
- Annual, Multi-year discounts
- Free Trial
- Yes, Not specified (credit card required)
About Totango
Totango, founded in 2010, is a customer success software company that merged with Catalyst Software in February 2024 to form a customer revenue optimization powerhouse. The company offers a Customer Growth platform, including its AI-powered Customer Intelligence Engine, Unison, and Catalyst, a dedicated tool for revenue teams, to help businesses retain and grow their customer base. Totango specializes in customer-led growth by integrating customer data to monitor health changes, foster proactive engagement, and drive predictable revenue.