AI TOOL PROFILE
Totango: Customer Success Software
- Operations
- CRM
- Mid-market companies
- Enterprise companies
- Customer Success teams
- Post-sales operations managers
Pricing
Pricing is provided via enterprise quotes. Packages may include tiers such as 10-20 practitioner seats and 2,000-10,000 customer accounts, with add-on options available.
At a glance
- Best for
- Mid-market companies, Enterprise companies, Customer Success teams, Post-sales operations managers
- Key use cases
- Churn risk mitigation, SaaS customer journey management, Revenue expansion identification, Post-sales operational scaling
- Integrations
- Salesforce, Zendesk, HubSpot, Slack, MS Outlook
- Official website
- Visit Totango official website
How AI is used
Totango is a customer success platform designed to help post-sales teams manage the customer journey from onboarding through renewal. It aggregates customer data to provide visibility into account health and identify risks or expansion opportunities.
The software is built for mid-market and enterprise organizations, providing tools for Customer Success Managers, Sales, and Operations leads to coordinate efforts around customer retention and revenue growth.
Key capabilities include AI-driven churn prediction, the creation of multidimensional health scores, and automated playbooks for recurring tasks. It supports activities such as tracking customer goal attainment and managing executive dashboards.
Buyers should confirm how the tool integrates with their specific data complexity and account volumes to ensure effectiveness.
Key Features
AI-powered churn prediction
Analyzes customer engagement data using standard or custom AI models to identify accounts at risk of churning.
Multidimensional health scores
Calculates customer health by weighting different data points and dimensions to provide a view of account status.
Automated workflows
Uses rule-based branching logic and playbooks to help automate manual tasks and standardize post-sales processes.
Customer segmentation
Groups customers into specific segments to support tailored engagement and communication strategies.
Outcome success plans
Collaborative plans used to document and track customer goals and value realization.
Expansion signals
Identifies data-driven indicators that may suggest opportunities for upselling or cross-selling.
Use Cases
Churn risk mitigation
Using AI intelligence and health scores to identify at-risk customers and trigger intervention playbooks.
SaaS customer journey management
Designing and running automated journeys to guide customers through onboarding and toward desired outcomes.
Revenue expansion identification
Monitoring expansion signals to identify customers that may be suitable for additional product offerings.
Post-sales operational scaling
Using automated workflows to manage larger books of business.
Integrations
- Salesforce
- Zendesk
- HubSpot
- Slack
- MS Outlook
- Gmail
- Intercom
- Gong
- Chorus
FAQ
What does Totango do?
- Totango helps businesses manage the post-sales customer journey using data-driven health scores, AI churn prediction, and automated workflows to support retention.
Who is this software best for?
- It is designed for mid-market and enterprise companies with complex data needs and teams focused on Customer Success, Sales, and Operations.
How does the pricing work?
- Totango uses enterprise quote-based pricing. Plans are generally structured by the number of practitioner seats and the number of customer accounts managed.
Does Totango have AI features?
- Yes, it includes the Unison AI engine for churn intelligence and uses AI to analyze engagement data and predict customer outcomes.
Source category: Operations
Source subcategory: CRM
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