What is Totango
Totango provides a customer success platform designed to help teams manage post-sale relationships. The platform aggregates customer data to provide visibility into account health and engagement. Teams use it to reduce churn and identify expansion opportunities across their installed base.
Overview
Totango operates as a dedicated customer success management platform built for B2B organizations. It connects to existing data sources to create a unified view of each account, allowing success teams to monitor health scores and engagement metrics. The platform includes tools for creating automated playbooks that trigger actions based on customer behavior or lifecycle stage changes. Managers can segment their book of business to prioritize accounts requiring immediate attention or those ready for upsell conversations. Reporting features provide insights into portfolio-level trends, enabling leadership to forecast retention risk and track team performance. Integration capabilities allow it to pull data from CRM systems, support desks, and product analytics tools.
How to use Totango
Teams connect their data sources to the platform to establish baseline health scores for every account. Customer success managers then use automated playbooks to standardize their outreach and intervention workflows. Leadership monitors portfolio dashboards to track overall retention metrics and identify systemic risks.
Key Features
- Customer health scoring
- Automated success playbooks
- Account segmentation
- Churn risk identification
- Expansion revenue tracking
- Lifecycle management
- Integration with CRM and support tools
- Portfolio-level reporting
- Customer journey mapping
- Task and alert automation
Ideal Customer Profile
B2B companies with established customer bases seeking to systematize retention and expansion workflows.
Best for: Mid-market, Enterprise