Totango Interactive Demo
Explore a demo of Totango, a customer success platform that tracks account health, automates playbooks, and helps teams manage renewals and expansions at scale.
What is Totango?
Totango is a customer success platform founded in 2012 that helps B2B SaaS companies monitor account health, run structured customer programs, and forecast renewals. It merged with Catalyst in 2024, combining Totango's data-driven health scoring with Catalyst's CSM workflow tooling. The combined platform is used by customer success teams ranging from early-stage startups on the free Starter tier to large enterprises on custom Growth plans.
At the center of Totango's model are SuccessPlays — automated playbooks that trigger actions when accounts meet certain conditions. When health score drops below a threshold, a SuccessPlay can automatically assign a task to the account owner, send a check-in email, or create a calendar invite. This reduces the manual monitoring work that typically consumes CS team capacity.
Totango pulls in data from CRMs like Salesforce and HubSpot, support tools like Zendesk, and product analytics sources to build a composite health score for each account. NPS surveys, touchpoint logging, and renewal forecasting sit alongside the health data, giving CSMs a single place to manage the full customer lifecycle.
How to get started with Totango
- 1
Create a free Totango account
Sign up at totango.com and start on the free Starter plan. You can import a small account list and connect one data source to test the platform before committing to a paid plan.
- 2
Connect your data sources
Link Totango to Salesforce, HubSpot, or your CRM of record to pull in account and contact data. Add a product analytics source or upload usage data via CSV to give the health scoring engine real signals to work with.
- 3
Configure your health score model
Define the metrics that matter for your product — login frequency, feature adoption, support tickets — and assign weights. Totango will calculate a composite health score for each account and surface at-risk accounts in your dashboard.
- 4
Build your first SuccessPlay
Create an automated playbook for a high-priority scenario, such as new customer onboarding or renewal outreach. Define the trigger condition, assign tasks to the account owner, and set up any automated emails or alerts.
- 5
Review portfolio health and set up reporting
Use the portfolio view to see health scores, renewal dates, and expansion opportunities across your full account book. Build reports for leadership that track churn risk, NPS trends, and CSM workload distribution.
Explore more Totango guides
Step-by-step interactive demos and tutorials for Totango.
Who is Totango most useful for?
Customer success managers at B2B SaaS companies with recurring revenue models who need to scale their work across large account books. When a CSM owns 100 or more accounts, the manual check-ins and ad hoc outreach that work at small scale become unsustainable. Totango's SuccessPlays and automated touchpoints bring structure to that scale.
CS operations and RevOps teams who are building out a customer success function benefit from Totango's reporting and forecasting. Renewal dashboards, churn risk signals, and expansion opportunity flags give leadership the data to allocate CSM capacity where it matters most.
Teams onboarding new customers to complex products can pair Totango with Supademo to deliver interactive product walkthroughs alongside automated onboarding SuccessPlays. Supademo demos can be embedded in Totango touchpoints or shared through automated email sequences, giving customers a hands-on way to learn the product while the CS team tracks engagement and health in Totango.
Alternatives to Totango
Totango is a solid starting point for customer success programs, but these four platforms serve the same space with different strengths.
The largest and most feature-complete platform in the category. Better for large enterprises with dedicated CS operations teams. Configuration is more involved and pricing reflects that complexity.
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Strong in-app messaging and journey tracking features. Built with a focus on reducing churn through timely, behavior-triggered outreach rather than retrospective health scoring.
Cleaner interface than most CS tools and a strong emphasis on revenue metrics alongside health data. Popular with European SaaS companies and teams that want a less prescriptive workflow model.
Newer entrant with a more modern UI and strong integrations. Appeals to teams that found Gainsight or Totango too heavyweight. Docs-style views make it easier to share account context with stakeholders outside the CS team.
FAQs on Totango
Commonly asked questions about Totango. Have more? Reach out and our team will be happy to help.
How much does Totango cost?
Totango offers a free Starter plan for early-stage teams. The Launched plan starts at $2,988 per year and unlocks more accounts, SuccessPlays, and integrations. Growth and Enterprise plans are custom-priced based on the number of customers managed and the features required. The 2024 merger with Catalyst may affect specific plan names and pricing, so checking the Totango website for current rates is advisable.
What is a SuccessPlay in Totango?
A SuccessPlay is Totango's term for an automated playbook — a sequence of tasks, emails, or alerts that trigger when an account meets defined conditions. For example, a SuccessPlay might fire when a new account is created, when health score declines sharply, or 90 days before a renewal date. SuccessPlays standardize the actions CSMs take at key moments in the customer lifecycle.
How does Totango calculate customer health scores?
Totango builds health scores from multiple data signals you configure: product usage metrics, support ticket volume, NPS responses, contract value, last touchpoint date, and custom attributes from connected systems. Each signal is weighted according to your model. The resulting score appears as a color-coded indicator (red, yellow, green) on each account record.
What tools does Totango integrate with?
Totango connects natively with Salesforce, HubSpot, Zendesk, Mixpanel, Segment, Slack, and Google Workspace. It also supports custom data imports via API. Salesforce bidirectional sync is particularly important for organizations where the CRM is the system of record for account and contract data.
How does Totango compare to Gainsight?
Both Totango and Gainsight are purpose-built customer success platforms. Gainsight is generally positioned at larger enterprise accounts with more complex configuration requirements and higher price points. Totango's Starter and Launched plans make it more accessible for mid-market teams, and the platform tends to have a shorter time to first value.
Can Totango handle NPS surveys?
Totango includes built-in NPS survey functionality. You can trigger surveys automatically based on account milestones or time intervals, collect responses directly in the platform, and see NPS scores as an input to customer health scoring. Survey responses are logged against the account record for historical tracking.