# Totango Reviews **Vendor:** Totango **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.3/5.0 **Total Reviews:** 1,149 ## About Totango Totango is a Customer Growth platform for driving customer value and revenue at scale, combining scalable customer management, predictive revenue intelligence, and a strategic, value-based post-sales methodology to transform how companies prove customer ROI, drive retention, and earn expansion. The Customer Growth Platform includes Totango Customer Success and Unison Customer Intelligence. Each of these solutions plays a distinct role in the Customer-Led Growth through value realization methodology. Totango Customer Success focuses on tracking customer health and engagement, enabling teams to proactively address potential issues and foster long-term relationships. Unison Customer Intelligence aggregates data from multiple sources, offering insights that help organizations understand customer behavior and preferences. Totango's target audience and target buyers include mid-sized to large enterprises across various industries that prioritize customer retention, renewals, and expansion and that generally rely on subscription-based models, where maintaining customer loyalty is critical to their revenue growth. Key features of Totango include customizable dashboards, real-time analytics, and automated workflows. These tools enable users to visualize customer data effectively, monitor key performance indicators, and automate routine tasks, thereby enhancing efficiency. The platform also supports collaboration among teams, allowing for seamless communication and alignment on customer goals. By providing actionable insights, Totango empowers organizations to refine their revenue strategies and make informed decisions that drive growth. Overall, Totango stands out as a leader in the Customer Success category by offering a holistic approach to managing customer relationships. Its integration of various tools and functionalities allows enterprises to gain a deeper understanding of their customers, ultimately leading to improved satisfaction and loyalty. By investing in Totango, organizations can position themselves for long-term success in an increasingly competitive landscape. ## Totango Pros & Cons **What users like:** - Users find Totango to be **easy to use and set up** , enhancing their ability to track and manage accounts. (202 reviews) - Users find the **great customer support** of Totango immensely helpful for convenient management and insightful tracking. (98 reviews) - Users appreciate the **helpful functionality** of Totango, enabling efficient management and valuable insights for customer success. (98 reviews) - Users appreciate the **customization options** in Totango, enhancing tracking and improving customer onboarding and adoption. (97 reviews) - Users appreciate the **efficiency** of Totango, enabling seamless account management and streamlined workflows for customer success. (94 reviews) - Users find Totango's **intuitive interface** essential for efficient account management and streamlined workflows, enhancing productivity daily. (83 reviews) - Automation (79 reviews) - User Interface (78 reviews) - Integrations (75 reviews) - Health Monitoring (71 reviews) **What users dislike:** - Users find the **learning curve steep** due to excessive data, making it hard to quickly identify key information. (83 reviews) - Users note some **integration issues** , particularly with external systems requiring manual effort and slowing down performance. (65 reviews) - Users find **missing features** in Totango, such as draft touchpoints and robust visualization for complex product models. (57 reviews) - Users find the **limited customization** options in Totango restrictive, often requiring support for tailored setups and complex reports. (49 reviews) - Users express that Totango has a **steep learning curve** , making it challenging to effectively utilize its features. (49 reviews) - Users find Totango has **significant limitations** such as poor email logging, character restrictions, and inadequate support. (45 reviews) - Complexity (38 reviews) - Slow Performance (37 reviews) - Difficult Reporting (35 reviews) - Not Intuitive (35 reviews) ## Totango Reviews ### 1. Beautiful, Visual Customer Data Platform That Beats Spreadsheets **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 07, 2026 **What do you like best about Totango?** My favorite thing is how aesthetically appealing the platform is, especially compared to staring at spreadsheets. I love being able to see all of my customers and their data, sort and filter everything easily, and then take screenshots of what I’m looking at to drop into a deck. It’s nice knowing it will look so much better than if it were just plain text. **What do you dislike about Totango?** Sometimes I’m a bit confused about the integration between Tango and Salesforce. It can take a little time for something I update in Tango to show up in Salesforce, and vice versa, but it’s not that big of a deal. **What problems is Totango solving and how is that benefiting you?** It’s helping me manage all of our customers. Our success representatives can understand customer health and keep track of renewals and related items, so we’re never surprised by declining health and we don’t miss an opportunity. ### 2. Great for Customer Success Metrics, But Not for Complex Business Models **Rating:** 3.5/5.0 stars **Reviewed by:** Paz O. | Customer Success Lead, Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Totango?** I like Totango's interface and the weighted customer health, which is a great component. The automation of workflows is also a great plus if set up correctly, as it takes off the need for our CSMs to remember each task they have to do with every single client. The initial setup was very pleasant and I enjoyed it very much. **What do you dislike about Totango?** The business model we have was very complex for Totango, I think it's more built for SaaS companies. Because we have different or multiple products, it was hard to visualize all of them in a way that would be easy to read. Instead, it would require clicking too many places to get to where you wanted to go. We tried using it with Looker but it didn't work out. **What problems is Totango solving and how is that benefiting you?** I used Totango for customer follow-ups, understanding customer health, and getting a customer overview. It helped the team track Customer Success performance and KPIs, automate workflows, and predict account renewals, reducing the mental load on CSMs. **Official Response from Megan Hales:** > Paz, Thank you for taking the time to submit your review of the Totango platform. We are delighted to see that you are capitalizing on the granular data, and the 360 account views the platform brings to your finger tips! Also love to see that Totango has allowed you and your team to move from multiple tools to one! This is a big win for efficiency and accuracy! In regards to the feedback about the campaigns, you raise some good points and would love for you to submit them vis product feedback, if you haven't already. I also want to share some information about campaigns that may be helpful to you and your team. 1) You can have the campaign sent to one individual. You would need to update the target criteria to say only target X. At this time it is not designed as a one off use case. 2) You are correct, we do not have a campaign template library. However, touchpoint templates are in the works! 3) Versioning is not kept at this point but a great suggestion! ### 3. Risk evaluation and health scoring **Rating:** 4.0/5.0 stars **Reviewed by:** Dragomir L. | Manager, Customer Success (EMEA region), Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2024 **What do you like best about Totango?** Currently there are incorporating a lot of artificial intelligence for data analysis across the entire client portfolio and so far as being pioneers looks good and promising. Saves us a lot of manual work evaluating risk **What do you dislike about Totango?** Their pricing model has a lot of add-ons and extra cost which may come later on with the utilisation **What problems is Totango solving and how is that benefiting you?** Helps us identify client health and potential risk ### 4. Practical Customer Success Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2025 **What do you like best about Totango?** I like to be able to view customer usage data in one place, by account, and the ability to filter on different variables. **What do you dislike about Totango?** Like many CMS tools, customer success tools, marketing tools, etc., the usefulness of the tool depends on your ability to pass it accurate or custom data. I can take some time with Totango to configure it out of the box to make it customized to your team and customers. **What problems is Totango solving and how is that benefiting you?** Easy to identify top users of the platform in terms of frequency and recency. Easy to identify at-risk customers coming up to renewal ### 5. Great for Touchpoints and Renewal Tracking, challenging to utilize the entire platform. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** April 17, 2026 **What do you like best about Totango?** Logging weekly touchpoints, keeping track on renewal dates and logging risk. **What do you dislike about Totango?** We are seeing challenges with linking usage data to Totango, and though this could be to reasons on our side, it still seems like there is lack of either app support or team support to help us getting all the usage data on platform. Sometimes a little bit buggy. **What problems is Totango solving and how is that benefiting you?** Keeping track on portfolio, renewal dates etc. Centralizing all customer info in one place, which helps for handovers and absence backup. Also helping me as a team lead to see how active my team is with each customer. ### 6. Totango - A customer success platform **Rating:** 4.5/5.0 stars **Reviewed by:** Sagarika S. | Renewal Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 08, 2025 **What do you like best about Totango?** What I like best about Totango is its clear, actionable customer health insights and the ability to set up automated success plays based on real-time usage and engagement data. It helps prioritize outreach by highlighting accounts at risk or ready for expansion, and its segmentation and task management features make it easy to coordinate follow-ups. The interface is also intuitive, which speeds up adoption across teams. **What do you dislike about Totango?** One limitation I’ve noticed with Totango is that while it offers robust insights and automation, custom reporting and data visualization can feel a bit restrictive compared to more advanced BI tools. At times, integrating data from multiple sources also requires additional steps, which can slow down analysis. That said, these areas are continually improving with product updates. **What problems is Totango solving and how is that benefiting you?** Totango helps solve the challenge of proactively managing customer relationships by giving real-time visibility into account health, product usage, and engagement trends. Instead of reacting to churn risks after they occur, I can identify early warning signs—like reduced activity or missed milestones—and take action through automated success plays. It also streamlines renewal and expansion workflows, making it easier to prioritize high-value accounts, ensure timely follow-ups, and maintain strong customer communication. Ultimately, it supports higher retention rates, reduces churn, and helps drive long-term customer value. ### 7. Incomplete CSM tool **Rating:** 3.0/5.0 stars **Reviewed by:** Dario C. | Customer Success Manager, Regional Lead, Enterprise (> 1000 emp.) **Reviewed Date:** October 08, 2025 **What do you like best about Totango?** User-Friendly Interface: Clean design and intuitive navigation. Custom Segmentation: Enables targeted engagement strategies. **What do you dislike about Totango?** Limited Customer Journey/Project Management: Totango lacks robust tools for managing customer journeys as structured projects. While it offers milestones and tasks, they are not sufficient for tracking complex onboarding or success plans. This limitation makes it difficult to manage multi-phase initiatives or collaborate across teams. Weak Integration with Project Management Tools: Integration with platforms like Asana, Jira, or Monday.com is either limited or unreliable, which hinders cross-functional workflows. Account Hierarchy Constraints: Not ideal for organizations with complex account structures. Reporting Limitations: Some users find the reporting features rigid or lacking depth. Learning Curve: Initial setup and customization can be challenging. **What problems is Totango solving and how is that benefiting you?** Totango is a solid CSM platform with strong automation and intelligence capabilities. However, its lack of comprehensive project management features and weak integration with external tools may be a dealbreaker for teams that manage complex customer journeys. If your workflow depends on structured onboarding plans or cross-functional collaboration, it’s worth exploring alternatives like Gainsight, ChurnZero, or ClientSuccess. ### 8. Somewhat experienced user, still mostly good stuff **Rating:** 4.0/5.0 stars **Reviewed by:** Greg W. | Senior Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** I like that my company can integrate all sorts of data into Totango, and use it for creating targeted email campaigns with near-infinite flexibility. This is a blessing and a curse. On the one hand the data piece is a Swiss army knife, and only limited by our data sources and imagination. On the other hand, it can get awfully complex very quickly. **What do you dislike about Totango?** I would dearly love a table component in the text editor when designing a campaign. The current restriction of only three cells wide has caused me difficulty when formatting a particularly information-dense campaign. Also, I can't seem to get imported, dynamic data into an email campaign (I think it's called an action card?) in anything other than a very large font. It would also be very helpful to have data fields with multiple values. For example, my company sells one of our products in clusters. Some customers have more than one cluster. In Totango, we're limited to a single value in a field, when it would be great to be able to have a field like "cluster name" with values of "cluster1, cluster2, cluster3", and be able to parse those multi-values out. **What problems is Totango solving and how is that benefiting you?** Totango solves the problem of how we can reach our downmarket accounts at scale. With thousands of accounts, we simply don't have enough people to handle Customer Success activities without resorting to a tool like Totango. ### 9. Organized Tracking with Some Details to Tweak **Rating:** 3.5/5.0 stars **Reviewed by:** Crow S. | CSM, Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2025 **What do you like best about Totango?** I really appreciate how organized Totango is and the ability to set my own tasks while being reminded by others. The functionality for task setting and reminders makes managing responsibilities smoother. The tracking feature, in general, is incredibly effective, simplifying the monitoring of key activities and communication. This organization and ease of tracking are immensely helpful for managing customer success tasks efficiently. **What do you dislike about Totango?** I find Totango sometimes incoherent, as there are fields that appear in certain filters or pages but not in the main account overview. This inconsistency means I have to manually search for and update information like renewal updates or risk updates, which do not appear automatically on the account page. Consequently, I have to remember to manually update these on multiple fronts, which is inefficient. **What problems is Totango solving and how is that benefiting you?** I use Totango for tracking and documentation in customer success management. It allows me to set tasks and receive reminders, keeping things organized. ### 10. Great for Customer Health, But Needs Better Touchpoint Tracking **Rating:** 2.5/5.0 stars **Reviewed by:** Ashley D. | Onboarding Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Totango?** - I love that I can see my customer's health. I know which customers I need to spend more time with vs those who are in good condition. - I like that I can easily see revenue tied to each customer and if its gone up or down. **What do you dislike about Totango?** - Unlike a normal CRM, I find it difficult to track my touchpoints across all my accounts, I'd love if there were stages I could put my customers into so I can easily see when I last reached out - I wish there was an easier way to log touchpoints from my emails. I find that if I email someone who isn't the main person on my customer profile, the email doesn't log :( **What problems is Totango solving and how is that benefiting you?** - Understanding churn risks from product adoption scores. ### 11. Seamless Salesforce Integration and Unmatched Simplicity **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** November 05, 2025 **What do you like best about Totango?** I really like how seamlessly Totango integrates with Salesforce. Whenever you make an update in Salesforce, it automatically reflects in Totango, which I find incredibly convenient. I'm also a big fan of how user-friendly Totango is—since we rely on it throughout the day, its ease of use truly makes a difference. Compared to other customer success platforms I've tried, none have matched Totango's simplicity. **What do you dislike about Totango?** If I were to offer any criticism of Totango, it would be that, despite its user-friendly design, navigation can occasionally be a bit confusing. Fortunately, these moments are typically resolved within seconds, and once you get past them, they rarely become an issue again. Still, if I had to mention something, that would be my only complaint. **What problems is Totango solving and how is that benefiting you?** As a large organization, we often face the challenge of knowledge bases getting lost or becoming difficult to manage. However, with Totango's seamless integration with Salesforce, we no longer experience this issue. The synchronization between the two platforms ensures that important knowledge is retained and easily accessible across both systems. ### 12. Health Score Tracking and Centralized Communication Made Easy **Rating:** 4.5/5.0 stars **Reviewed by:** Jarad H. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Totango?** Health score tracking, to-dos and centralized department communication. **What do you dislike about Totango?** Waaaayyyyyy too many obtuse customization options. **What problems is Totango solving and how is that benefiting you?** Renewal targeting, expansion strategy and pricing, onboarding lifecycle tracking. ### 13. Great tool with an active team. **Rating:** 4.0/5.0 stars **Reviewed by:** Renske v. | Technical Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2024 **What do you like best about Totango?** The Totango Team is very involved with the process, when running into issues they are more then willing to help resolve it anyway they can. The tool itself is not perfect, but all the issues I've run into are resolved or on the roadmap to be improved. I think it's a great tool that's constantly being improved. In general it's easy to use and gives a good overview of your customers and the Tasks for your CSM's. **What do you dislike about Totango?** For a lot of things you need to have Totango support help you, as and admin you can do a lot yourself but if issues get a little more complicated you have no permissions to fix anything. In general the tool does require a bit of work. There is a pretty steep learning curve for the front end (building the SuccesBlocs) and the backend (Setting up fields/integrations). In general the tool is not as intuitive as I would like it to be. I think there could be some major updates on making things easier for users. **What problems is Totango solving and how is that benefiting you?** It gives an easy overview of all products that the customer has. This makes it easier to upsell/cross sell or to help with onboarding multiple products at once. On no other platform we have an overview of a customer + all products and their usage. Totango maks it easy to give step by step instructions on how to go through the whole process with the success plays. It's the leading rope for our CSM on how to do their work or what they need to focus on. We have a lot of different products so Totango gives a nice and easy overview on how to onboard each product and what to look out for with each product. ### 14. Totango Walks the Walk **Rating:** 4.5/5.0 stars **Reviewed by:** Peter S. | VP, Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2025 **What do you like best about Totango?** One of the things I appreciate most about Totango is how closely they stay in tune with what’s happening in the Customer Success industry. They’re constantly evolving the platform to meet the real-world needs of CS leaders and teams, which makes a huge difference in our ability to drive value and efficiency across our workflows. A standout feature is the newly introduced Objective Goals. I’m really excited about how these will help my team stay focused, aligned, and outcome-driven. It’s clear that Totango is thinking strategically about how to help CS orgs deliver results. I also want to give a special shoutout to Rebecca and Melanie from their amazing support through our integration process! They've gone above and beyond to make sure our implementation is as strong and effective as possible. Their support, insight, and dedication have made a real impact on our success with the platform. Totango isn’t just software — it’s a partnership. Their team genuinely wants to help you succeed, and it shows. **What do you dislike about Totango?** Like any platform, Totango isn’t perfect. There’s a bit of a learning curve when you're first getting started, especially if you're building out more complex SuccessBLOCs or automation flows. It can take some time and trial-and-error to fully understand how to best structure things to match your team’s needs. That said, the Totango team (especially their CS folks like Rebecca and Melanie) have been incredibly helpful and responsive, which has made the process a lot smoother. I’d love to see continued improvements in UI clarity and more in-app guidance for newer users, but overall, the platform continues to improve with each release. **What problems is Totango solving and how is that benefiting you?** Totango is helping us solve some of the biggest challenges in Customer Success: managing and scaling personalized engagement, driving team accountability, and ensuring we're aligned around key outcomes. With Totango, we’ve been able to centralize our CS workflows, making it much easier to track customer health, automate key touchpoints, and ensure our team is focused on what matters most. The new Objective Goals feature has been a game-changer. It brings clarity and structure to our team's efforts and helps us stay aligned with both customer and business objectives. Instead of chasing tasks, we’re working toward real, measurable outcomes. It’s also been a huge benefit to have Totango serve as a single source of truth across accounts and segments. It helps us proactively manage risk and identify expansion opportunities, which ultimately leads to stronger customer relationships and better retention. ### 15. Useful Tool for Customer Success but Has Steep Learning Curve **Rating:** 3.5/5.0 stars **Reviewed by:** Troy K. | Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 04, 2021 **What do you like best about Totango?** Totango has allowed our CS team to streamline and automate many of our processes that used to be manual. Our CSM was friendly, supportive, and knowledgeable. Their support team has responded quickly and helped address my concerns. I find the user interface intuitive and modern. I recommend that you begin with the basics and iterate. There are a lot of options and a lot of functionality which can get overwhelming if you try tacking it all at once. **What do you dislike about Totango?** Totango has potential, but there are some aspects that can be frustrating for users. One of the major drawbacks is that the platform can be difficult to master without a dedicated technical administrator—many of its more powerful features require configuration knowledge that isn’t always intuitive. I’ve personally run into problems with email communications, such as when a contact was removed after an email send, and the intended recipient never received the message. While these issues were eventually resolved by Totango’s support team, it was still a frustrating experience and required external assistance to fix. The platform’s interface, although feature-rich, sometimes lacks clarity, making it harder for new users to navigate and troubleshoot on their own. Documentation also tends to be dense and not always actionable. Additionally, automations and customer journeys can be powerful but are often prone to unexpected behaviors if not precisely set up. Overall, Totango has potential, but the learning curve and occasional reliability issues can be a significant hurdle for teams without dedicated support. **Recommendations to others considering Totango:** Totango is an excellent platform. I really like the minimal aesthetic of the UI and find it intuitive and easy to navigate. **What problems is Totango solving and how is that benefiting you?** Before using Totango, many of our processes required manual touchpoints, manual goal setting/tracking, and manual reporting. Most of these tasks have been automated—or at least we have the option of automating them. **Official Response from Lorena Fikes:** > Thanks for the awesome review! We are excited that you are getting value and that it is not only helping to automate your workload but that you are finding it intuitive to use. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Cheers! Lorena ### 16. Streamlining Customer Success with Totango **Rating:** 4.5/5.0 stars **Reviewed by:** Pratyaksh Kumar P. | Customer Success Manager , Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** What I like best about Totango is its ability to bring visibility and structure to Customer Success operations. The platform makes it easy to segment accounts, track health scores, and automate workflows through SuccessPlays. The customizable dashboards and real-time reporting help align internal teams around customer needs and risk signals. I especially appreciate how Totango supports proactive engagement—helping us prioritize high-risk accounts, manage onboarding, and drive renewals more effectively. The UI is intuitive, and integrations with other tools like Salesforce and Zendesk enhance the overall experience. **What do you dislike about Totango?** While Totango offers great functionality, there are a few areas where it could improve. The initial setup and customization can be complex, especially for teams without dedicated admin support. Some modules—like segmentation or health configuration—require a deeper understanding to fully leverage, which can create a learning curve for new users. At times, syncing issues with integrated platforms (like Salesforce) cause delays or data mismatches. Additionally, while Totango’s reporting is powerful, building custom reports can feel limiting if you're trying to do more advanced analysis without exporting data externally. **What problems is Totango solving and how is that benefiting you?** Totango is helping us solve several key challenges in Customer Success, especially around visibility, scalability, and risk management. Before Totango, it was difficult to track customer health signals in real time or coordinate proactive actions across a large portfolio. With Totango, we can segment customers, set up health score criteria, and automate alerts when an account is at risk or requires attention. The platform enables us to manage onboarding, renewals, and ongoing engagement through structured SuccessPlays, which improves consistency and accountability across the team. It also helps leadership with real-time dashboards and reporting, allowing us to identify trends, spot bottlenecks, and align CS activities with broader business goals. Overall, Totango enables us to be more proactive, data-driven, and customer-focused in our daily operations. ### 17. Powerful and Intuitive Platform for Customer Success Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Abdul M. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** Totango has really helped simplify the way I manage a large portfolio of accounts. The SuccessBLOCs are especially useful—they break down workflows and help me stay organized around key customer outcomes. The real-time health scores give me a quick sense of how each account is doing, and the automations make it easier to stay proactive without spending hours on manual tasks. **What do you dislike about Totango?** Like with any tool, there was a bit of a learning curve at the beginning—especially when it came to setting up some of the more advanced integrations and custom metrics. Also, I’ve noticed that real-time syncing can lag a little on occasion, though it’s not a frequent issue. On the design side, I do wish there was more flexibility in customizing the layout to better match how I prefer to work, but it’s not a deal-breaker. That said, Totango’s support team has always been responsive, which makes a big difference when something does come up. **What problems is Totango solving and how is that benefiting you?** One of the things I find most valuable about Totango is how it helps me stay on top of customer engagement, adoption, and usage patterns. With that visibility, I can step in early if something looks off and take action before it becomes a bigger issue. It’s also helped a lot with cross-functional collaboration—CSMs, Sales, and Support are all aligned because we’re looking at the same data. That kind of transparency has made it easier to work as a team and has definitely played a role in helping us reduce churn and deliver better outcomes for our customers. ### 18. Professional and Balanced **Rating:** 5.0/5.0 stars **Reviewed by:** Richard G. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Totango?** What I like best about Totango is its intuitive interface and the way it simplifies customer success management. It gives clear visibility into customer health, helps automate key touchpoints, and enables the team to be proactive rather than reactive. The customizable SuccessPlays and segmentation features make it easy to tailor strategies to different customer journeys, ultimately driving better engagement and retention. **What do you dislike about Totango?** While Totango offers a lot of powerful features, one area that could be improved is its reporting and analytics flexibility. Some of the more advanced custom reports can be a bit tricky to set up without deeper technical knowledge. Additionally, occasional sync delays with external data sources can affect real-time visibility. That said, the platform is constantly evolving, and I've seen improvements over time. **What problems is Totango solving and how is that benefiting you?** Totango helps solve the challenge of maintaining consistent, scalable customer engagement across a growing portfolio. By centralizing customer health data, automating key touchpoints through SuccessPlays, and enabling real-time visibility into customer journeys, it allows our team to proactively address risks and drive value at each stage. This leads to better customer retention, stronger relationships, and more efficient workflows for the customer success team ### 19. Totango has been a game-changer for our Customer Success team! **Rating:** 5.0/5.0 stars **Reviewed by:** Jeff C. | CSM, Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** One of the features we appreciate most is the intuitive interface—it makes it incredibly easy to view customer data at a glance and take immediate action. Whether we’re checking in on accounts, following up on escalations, or preparing for business reviews, everything we need is right at our fingertips. **What do you dislike about Totango?** At times, building more complex reports or tailoring dashboards to fit specific team needs can be a bit limiting or unintuitive. It would be great to have more flexibility in customizing views, filters, and data breakdowns without needing additional technical support. **What problems is Totango solving and how is that benefiting you?** Visibility into Customer Health - Before Totango, it was difficult to get a real-time pulse on customer engagement and satisfaction. Totango solves that by providing automated health scores, usage data, and alerts—all in one place. This allows us to proactively identify risks or opportunities and take action early, rather than being reactive. Task & Workflow Automation - We used to rely on manual tracking and follow-ups, which was time-consuming and easy to lose track of. With Totango’s SuccessPlays and automated tasks, we now have a consistent, repeatable process for onboarding, renewals, upsells, and more. It keeps the team aligned and ensures nothing falls through the cracks. ### 20. Streamlined, User-Friendly, and Keeps Me Organized **Rating:** 5.0/5.0 stars **Reviewed by:** Andrea V. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** We've been using this platform at work, and it's been incredibly helpful in streamlining our day-to-day operations. One of the biggest upsides is how user-friendly the setup is—getting everything up and running was quick and straightforward. I also really appreciate how easy it is to view all of my segments and create custom reports. The layout is intuitive, and I can easily find the information I need without digging around. My favorite feature is the Task tool—it’s been a game changer for staying on top of my daily objectives. It helps me stay organized, prioritize my work, and ensures that nothing slips through the cracks. **What do you dislike about Totango?** Overall, the platform is very strong, but occasionally I’ve found that certain filters can be a bit limited when trying to narrow down specific segments or data. It would also be helpful if there were more customization options within reporting templates to better match our internal reporting needs. These aren’t blockers, but improvements here would make the platform even more efficient. **What problems is Totango solving and how is that benefiting you?** The platform helps me stay organized and manage my workload more effectively. It helps me prioritize tasks efficiently, and avoid letting anything slip through the cracks. It’s made a noticeable difference in how I track follow-ups and manage customer needs. ### 21. Best Software for customer success managers to manage client work **Rating:** 5.0/5.0 stars **Reviewed by:** Swatantra Kumar S. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 02, 2025 **What do you like best about Totango?** Totango is very easy to use. Totango provides easiest way to keep track of client information and Activities. Task reminders really help in managing client related task very efficiently. It makes customer success managers life easy. Totango customer support is also very prompt and helpful. **What do you dislike about Totango?** Nothing to dislike as such for now. Timely updates and new feature addition will really help more. **What problems is Totango solving and how is that benefiting you?** Totango helped a lot in managing client information and tasks. Before Totango, we were maintaining client information in MS Excels which was not very convenient. Since we started Totango, it became very easy for us to maintain customer information and access it from any system with Totango login. Also, it helped in tracking planned activities for clients. ### 22. Intuitive Dashboards and Centralized Tracking, with Minor Speed Hiccups **Rating:** 4.5/5.0 stars **Reviewed by:** Arusha g. | Customer Success Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2025 **What do you like best about Totango?** I like how easy Totango makes it to track customer health and engagement in one place. The dashboards are intuitive, and it’s great for staying on top of renewals and customer success activities without juggling multiple tools. **What do you dislike about Totango?** Sometimes the platform can feel a bit slow when loading large datasets, and setting up certain automations takes more steps than expected. But overall, it’s manageable once you get used to it. **What problems is Totango solving and how is that benefiting you?** Totango helps me keep track of customer health, renewal risks, and engagement trends in real time. It’s made it much easier to prioritize accounts, streamline workflows, and ensure proactive customer success management. ### 23. Suitable tool as CRM, with potential for optimization **Rating:** 2.0/5.0 stars **Reviewed by:** Romy S. | Senior Customer Success Manager Enterprise, Mid-Market (51-1000 emp.) **Reviewed Date:** August 13, 2025 **What do you like best about Totango?** It is clear and easy for new employees to understand. Connections to Salesforce are good and data can be used for customer purposes. Working with the tasks helps a lot and the automatic Successplays are suitable for daily use. To quickly obtain information, it is okay. **What do you dislike about Totango?** It does not have the comprehensive features that I am familiar with from other tools. We lacked detailed information on customer accounts, simpler overviews of customer status, and health ranking. More proactive features would be helpful, and the sync with our product was not good. I miss more active customer insights that I can use in meetings and provide added value to the customer. The timeline is also confusing, and you can't filter or categorize anything. **What problems is Totango solving and how is that benefiting you?** Topics often include tracking updates and information so that everyone has an overview. Contract data and renewal topics. ### 24. Overall a good experience **Rating:** 4.0/5.0 stars **Reviewed by:** Nick C. | Key Customer Relationship Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about Totango?** It gives a user friendly way to track many metrics for accounts. **What do you dislike about Totango?** I think the email integration can be improved, but is still sufficient **What problems is Totango solving and how is that benefiting you?** It helps centralize data that would normally be in other places ### 25. Great Single-Page Insights, But Key Features Are Locked Behind Higher Tiers **Rating:** 3.0/5.0 stars **Reviewed by:** Ben G. | Enterprise Customer Success Manager and Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2026 **What do you like best about Totango?** All insights on a single page with the ability for me to flag status and concerns for my management. **What do you dislike about Totango?** Too many points of functionality were gated behind license tiers wihch my managerment wasn't willing to go for. **What problems is Totango solving and how is that benefiting you?** Central tracking and planning around client status and plans. ### 26. Great Tool for Customer Success Teams! **Rating:** 4.0/5.0 stars **Reviewed by:** Larijohn A. | Service Delivery Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** Totango works really well for our team! It gives us clear visibility into how customers are using our product and helps us track interactions and performance. We can easily spot when a customer might be at risk and take action quickly. It also helps us scale our efforts and stay aligned with customer needs. Overall, a solid and helpful platform! **What do you dislike about Totango?** Some parts of the platform can take time to learn, but once you’re up to speed, it’s a very effective tool for customer success teams. **What problems is Totango solving and how is that benefiting you?** Totango helps us understand how customers are using our product, track engagement, and identify accounts that may be at risk. It also enables us to scale our customer success efforts with clear visibility into key metrics. As a result, we’re able to prioritize outreach, improve retention, and deliver more proactive support. ### 27. Great for Small to Medium Businesses **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** February 25, 2025 **What do you like best about Totango?** Totango is a great CSP if it's your first time getting into a CSP. Data is easily managed (as long as your data is generally clean) and being able to set your customer health is great. **What do you dislike about Totango?** I believe Totango is at a bit of a crossroads with features. Some more standard features from other CSPs are missing. For example, depending on how you want to track customer touch points, if you are working with a corp person that applies to maybe 3 or 4 of the site-level businesses. There's no way to tag those child sites in your touch points. No "@" ability. Which from a tracking standpoint doesn't help all that much when looking at a single site and wanting to see all initiatives. **What problems is Totango solving and how is that benefiting you?** Tracking engadgement and client success ### 28. Powerful tool for managing key aspects of customer success **Rating:** 5.0/5.0 stars **Reviewed by:** Matt H. | Senior Director, Customer Success, Enterprise (> 1000 emp.) **Reviewed Date:** September 24, 2025 **What do you like best about Totango?** Clean interface, with a user first design. Success plays, campaigns, timeline and objectives are excellent features. **What do you dislike about Totango?** Feature set could be overwhelming for establishing Customer Success organisations. Recommend a "lite" version. **What problems is Totango solving and how is that benefiting you?** Tracking success outcomes is an important feature, as it allows me to monitor progress and measure results effectively. I also appreciate having access to usage statistics and analytics, allow to see what modules are being utilized (or under utilized), which help me better understand how the platform is being utilized. Additionally, the communication management tools, especially for campaigns, make it easier to coordinate and oversee outreach efforts. ### 29. Totango is totally helpful! **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew D. | Sr. Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** Totango's specialized focus as a Customer Success Management (CSM) CRM, offering tools specifically designed for managing customer relationships throughout their lifecycle. Its purpose-built nature for customer success teams differentiates it from generic CRMs, with features tailored to tracking customer health, engagement, and retention metrics all in one platform. **What do you dislike about Totango?** The platform's interface can be somewhat complex for new users, requiring a steeper learning curve than simpler CRM tools. **What problems is Totango solving and how is that benefiting you?** Totango effectively solves the challenge of managing customer relationships at scale by centralizing customer data, automating engagement tracking, and providing early warning signals for at-risk accounts. This helps our team proactively address customer needs, increase retention rates, and identify upsell opportunities, ultimately driving more predictable revenue growth and improved customer satisfaction. ### 30. Feels like success can be managed quite differently from each other **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2025 **What do you like best about Totango?** Totango provides a wide range of filter functionality throughout the solution, which can be very helpful in daily business. It also covers edge cases that can save the day. This is not an uncommon attribute for a solution like Totango, but it is the most positive aspect that comes to mind. **What do you dislike about Totango?** Unfortunately, there are several issues, starting with smaller aspects like the overall UX, which even after a year of working with Totango still does not feel intuitive. For example: How often have I already clicked on the "+" button for adding something at the top right corner which instead of expanding the possible functions immediately wants me to create a new touchpoint, instead of simply expanding the menu. Important information is located in such a tiny space, overlapping each other or doesn't get properly displayed, while 95% of the screen remains empty and has never displayed any content and so on. Here some other things worth mentioning: - Too many functions are nested within each other, leading to excessive clicking (not entirely Totango's fault) - Many buttons are not clearly visible, with functions using washed-out colors and certain functions placed in unintuitive locations - Minor UI bugs, such as overlapping text or text not wrapping correctly and expanding over other elements - Knowledge Base is very limited and has outdated images. (At least to the time, I used it the last time) **What problems is Totango solving and how is that benefiting you?** In the end Totango provides me with a clear overview of the customers assigned to me and allows me to update their information manually or through the integration with our official CRM. Thanks to the integration with our Support Solution and the touchpoints connected to specific customers, I can clearly see how the customer was recently in contact with us and quickly get up to date with the information I need. Functions, if configured and available, seem robust in daily use but the UX and me just won't get along with each other. ### 31. Great Interface and Features, But Slow Support and Persistent Bugs **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2025 **What do you like best about Totango?** Totango has a great user interface and capabilities. Some AI capabilities are missing for advanced analysis and automation, but perhaps they will be implemented in time. **What do you dislike about Totango?** Many bugs. When a bug occurs or you need the support team's help, it can take days for them to reply, and most of the time, the issue is not resolved with the first response (not referring to bugs). For bugs. It takes at least a few weeks until they are able to resolve an issue with many back-and-forths. They reply so slowly. And many times, they do not understand the problems you are describing. You have to explain things as if you were talking to an AI. I also work in customer support. This type of service is way below our standards and the lowest I've seen from all of the tools/services we use. **What problems is Totango solving and how is that benefiting you?** Customer journey. Customer Success CRM. Health profile. Customer data. ### 32. A lot of Possibility **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Commercial Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** Totango is a multi-faceted, complex product with many functionalities. I appreciate that I can leverage Totango for many reasons: client communications, data tracking, CSM team monitoring, and other key activities. We've already moved a few of our processes from spreadsheets to Totango. **What do you dislike about Totango?** Totango is an intricate product that is highly customizable, so it just takes time to learn the features. I have had a great experience with our Account Director (Sales) and our Implementation lead - both of whom have been patient and are very knowledgable. Note, too, that if your business data is "messy," your data in Totango will also be messy. We have had to do a thorough data scrubbing exercise in order to take advantage of some of the key features in Totango, and we're not quite there yet. **What problems is Totango solving and how is that benefiting you?** We used to have several processes in Spreadsheets and other systems. Totango streamlines that for the CSM team and is becoming a true "one stop shop." ### 33. Totango - The best CS tool that I have come across **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** What I love most about Totango is its holistic approach to manage all Customer Success activities. It allows me to track every single task and interaction in my day-to-day workflow seamlessly. Listing below few of the things that I have liked the most about Totango: 1. I use Totango daily for my customer success operations, and I’m thoroughly impressed with how intuitive and user-friendly the platform is. 2. Totango offers various SuccessPlays that are incredibly helpful. What makes it effective is the ability to fully customize those to fit specific business needs. This has significantly improved how I monitor the entire customer journey, resulting in reduced churn and stronger engagement across my accounts. 3. One standout feature is the ease of running campaigns directly from the portal. Totango offers a variety of predefined templates, and you also have the flexibility to create and customize your own, making campaign management both efficient and effective. 4. Another great feature of Totango is its native integration capabilities with a wide range of applications. We’ve integrated it with several tools and have been very pleased with the results 5. Lastly, reaching out to Totango’s customer support has been smooth and convenient. So far, the support team has been prompt and effective in resolving all our queries **What do you dislike about Totango?** There are few things that are not present in Totango. For instance: 1. Totango currently does not offer native integration with Freshdesk (a ticketing tool). 2. Totango doesnot provide a native integration with Microsoft Sharepoint. 2. While configuring a SuccessPlay to trigger sales notifications from Totango, we would prefer the emails to be sent from my email ID instead of 'noreply@totango.com', as there's a risk of those emails landing in the recipients' spam folders **What problems is Totango solving and how is that benefiting you?** Totango has enabled us to seamlessly track the entire customer journey from start to finish. We’ve successfully automated the generation and mapping of CSAT and NPS email campaigns for all our customers using the platform. Overall, it has empowered our Customer Success team and significantly reduced manual workload ### 34. Powerful Customer Insights at Your Fingertips — with a Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Juan M. | BDR, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Totango?** One thing I really like about Totango is how it centralizes all customer data in one place. It makes it easy to run plays, track engagement, and have a full view of the customer journey. Having all the key information about accounts right at your fingertips helps drive more meaningful conversations and proactive support. It’s a huge time-saver and keeps everyone aligned. **What do you dislike about Totango?** it can sometimes feel a bit cumbersome. There are quite a few tasks and manual steps that aren’t always necessary, which can make it feel overwhelming—especially for newer users or those who aren’t in the tool every day. Still, once you get the hang of it, the visibility and structure it provides are a big win. **What problems is Totango solving and how is that benefiting you?** Totango helps CSMs at Docebo by centralizing all customer data and interactions into one platform, giving a complete view of each account at a glance. It allows us to run plays, track health scores, and manage renewals or upsell opportunities efficiently — all without jumping between multiple tools. While it can feel cumbersome at times due to unnecessary steps or admin-heavy tasks, it ultimately enables more proactive and informed customer engagement by putting everything we need right at our fingertips. ### 35. Scalable Customer Success with Totango **Rating:** 5.0/5.0 stars **Reviewed by:** Brittany M. | Digital CX Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Totango?** Totango has become an essential platform for driving scalable digital communications in our Customer Success team. We've been able to automate engagement workflows and tailor messaging across different customer segments. This has helped us proactively manage accounts at scale without losing the personal touch. The customer health insights are also a standout and help us prioritize outreach and identify at-risk customers early. Overall, Totango is a strong choice for organizations looking to modernize and scale their Customer Success communications. It’s particularly well-suited for teams that value automation and data-driven decision-making. While there’s room for improvement in terms of setup complexity and reporting customization, the value it brings to customer lifecycle management far outweighs the drawbacks. **What do you dislike about Totango?** There is a learning curve when it comes to unlocking more advanced features, and configuring custom metrics or segments can be time-intensive if you're not familiar with the system. Reporting capabilities are decent, though I do wish there were more flexibility in dashboard customization. We’ve also occasionally experienced performance hiccups when switching teams or doing a large project. **What problems is Totango solving and how is that benefiting you?** Scalability for customer success communications. We are able to reach thousands of customers without using a CSM. ### 36. Powerful Platform with Room to Grow in Customer Sentiment Tracking **Rating:** 4.5/5.0 stars **Reviewed by:** Aurelia F. | Director of Customer Success [EMEA], Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2025 **What do you like best about Totango?** Totango is very user-friendly and easy to navigate. It allows us to build and access reports quickly, which makes tracking customer activity and managing our workflows much more efficient. The interface is intuitive, and it doesn’t require heavy training to get value from the platform. It was also really easy to implement. Their support team is helpful and very responsive. We use the tool every day either by logging in or by using Connect via Outlook. **What do you dislike about Totango?** Totango is a solid and user-friendly platform, but there are a couple of areas where additional enhancements would make a big difference. Integrations with external systems can be a bit manual and sometimes require more effort than expected. I'd also love to see more depth in the customer sentiment tracking to better capture nuanced signals of engagement and risk. These improvements would really strengthen the value it brings to CS teams. **What problems is Totango solving and how is that benefiting you?** Totango helps us keep all our customer data in one place, understand the level of adoption, track interactions with Customer Success, and ensure we are consistently holding our MBRs and QBRs. This visibility allows us to stay on top of customer engagement and maintain strong, proactive relationships. ### 37. Scales Customer Onboarding Communications, But Comes with a Learning Curve **Rating:** 3.5/5.0 stars **Reviewed by:** Lena J. | Customer Onboarding Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2025 **What do you like best about Totango?** As a Customer Onboarding Manager, Totango has become an essential part of my daily workflow. It allows me to automate and scale onboarding communications without losing the personal touch. The ability to set up SuccessPlays and use SuccessBLOCs has made it much easier to guide customers through a consistent onboarding journey, with built-in triggers and alerts keeping things on track. I especially appreciate how I can segment customers by onboarding stage and send tailored messages or assign tasks across our team accordingly. **What do you dislike about Totango?** Totango’s interface isn't always the most intuitive—especially when it comes to building out custom reports or dashboards. The logic can feel clunky, and it often takes quite a bit of trial and error to get things just right. If you're looking to go beyond the basics, you really need to dedicate time to learning the platform. There's a bit of a learning curve, and onboarding new team members into the tool has required more training than expected. **What problems is Totango solving and how is that benefiting you?** Totango helps me scale onboarding efforts across a growing customer base, without needing to manually manage every interaction. Automated task assignments, email campaigns, and milestone tracking have reduced time spent on routine communication, while ensuring customers stay engaged and informed. This means I can focus more on high-impact accounts and continuous improvements to the onboarding process. It’s also helped us align cross-functional efforts more clearly, with greater visibility into each customer’s onboarding progress. ### 38. Amazing Tool in the CS Toolkit **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Totango?** What I like best about Totango is how it centralizes all account information and automates key workflows. This makes it easy to stay organized, respond quickly to customer needs, and collaborate effectively with the team. The real-time health scores and insights also help me focus on the right accounts at the right time. **What do you dislike about Totango?** One pain point with Totango is that its reporting and segmentation features are less customizable and robust compared to competitors making it harder to build detailed, tailored reports. **What problems is Totango solving and how is that benefiting you?** Totango helps solve the challenge of keeping all account information and customer interactions organized in one place, which is especially important when working with multiple CSMs. By centralizing data and automating key workflows, it makes it easier to collaborate, stay on top of renewals and risks, and ensure everyone is aligned on customer needs. This leads to more efficient account management and better customer outcomes. ### 39. Revolutionizing Customer Success Management **Rating:** 5.0/5.0 stars **Reviewed by:** Taylor H. | Executive Director, Customer Success, Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about Totango?** Totango provides me as a leader with a single pane of glass to our defined KPIs and key insights for our customer portfolio, including leading indicators for churn mitigation, renewal forecasts, industry benchmarks, and core advocacy trends. We were able to easily connect our core data applications through standard integrations which enables this visibility for the team. Our team has a consolidated view of core metrics and account history, enabling transitions and driving visibility for key engagements. We were also able to implement very quickly when coming off of a sunsetting platform. The Totango team has been an amazing partner to us as an organization every step of the way. Totango enables our team on a daily basis, because "if it's not in Totango, it didn't happen." We wouldn't be successful in driving positive customer outcomes without it. **What do you dislike about Totango?** We have a significant amount of data that is integrated with Totango that causes some minor performance issues. The campaign insights and workflow capabilities are not as robust as I would like. **What problems is Totango solving and how is that benefiting you?** Totango is our core technology enablement solution for managing our existing customer base to prevent churn, drive expansion, measure advocacy, and accelerate team productivity. Prior to using Totango, we had a very fragmented view of our customer data, and we weren't able to glean comprehensive insights about our portfolio or drive proactive action. Now, we have all required data at our fingertips and can execute on motions to deliver exceptional outcomes for customers and communicate ROI both internally and externally. Totango is very adept at incorporating customer feedback into their innovation strategies, and we see very fast time to value with new capabilities that further enable our team. ### 40. Digital Customer Success Manager **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Commercial Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** Totango has great training that makes the software easy to learn. I appreciate how simple it is to set up new accounts. The filtering feature is especially helpful when managing many accounts at once. **What do you dislike about Totango?** When creating email campaigns in Totango, I've noticed two small issues. Sometimes my work doesn't save properly. Other times, when I click to edit, the page freezes up, making it hard to quickly update specific parts of the email. **What problems is Totango solving and how is that benefiting you?** Totango functions as our all-in-one client management platform, providing complete visibility into our accounts, their managers, and revenue size alongside comprehensive communication records. The system also streamlines our marketing efforts by supporting the planning and execution of upcoming email campaigns, all within the same intuitive interface. This integration of account data and communication tools makes Totango an essential resource that significantly enhances our client relationship management capabilities. ### 41. Totango: A Game-Changer for Customer Success Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Neelam B. | Customer Success Manager EMEA, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Totango?** Totango delivers modular, pre-built customer journey programs—such as onboarding, adoption, nurturing, and renewal—this has really helped me throughout the customer journey with Vivi **What do you dislike about Totango?** I think it is a great tool so i do not have any dislikes! **What problems is Totango solving and how is that benefiting you?** Before Totango, it was difficult to get a unified view of customer engagement, product usage, and risk signals. CSMs were managing onboarding, renewals, and check-ins manually, often in spreadsheets or disconnected tools. Key customer data was scattered across CRM, support, product analytics, and email tools, making it hard to collaborate. Without clear triggers, the team was engaging customers too late—often after a problem had escalated. ### 42. Powerful Tool, a lot to learn **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** August 20, 2025 **What do you like best about Totango?** I love the successblocs and being able to segment my book of business in different ways. Support is responsive and the AI bots are also helpful with very realistic answers to questions. **What do you dislike about Totango?** Theres little errors here and there and a lot of set up but only giving a 9/10 because I personally have a lot to learn about the software...i'm sure after a few totango courses we'll revisit and update to 10/10. **What problems is Totango solving and how is that benefiting you?** Right now I'm able to see activity monitoring and state of accounts, giving me a one stop shop for post sale collaboration. This really solves the problem of asking about each and every account to get up to speed with their customer story, as all interactions are logged through the useful integrations. Rarely is anything ever missed when note taking. ### 43. Totango Customer Review **Rating:** 4.5/5.0 stars **Reviewed by:** Candice L. | Account Executive, Enterprise (> 1000 emp.) **Reviewed Date:** September 03, 2025 **What do you like best about Totango?** It's helpful to see recent communications with our customer, as well as how engaged they are in our software. I also think it's helpful the integrations that exist to their environments. Very intuitive to learn and navigate. **What do you dislike about Totango?** I wish it was a bit easier to see what products they are using and the titles of the individual contacts in the customer relationship. I think it should be better integrated to salesforce. **What problems is Totango solving and how is that benefiting you?** It gives me information and data that my CRM system does not, streamlining my workflow. ### 44. Totango is the best software that I ever used. **Rating:** 5.0/5.0 stars **Reviewed by:** Jan Emmanuel A. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** I like the accuracy of the numbers in the dashboard and the way filters work. Implementation is also easy. We use it all the time and the customer support is empeccable. **What do you dislike about Totango?** Sometimes it crashes and bugs out. Integration is not that accurate with Salesforce. **What problems is Totango solving and how is that benefiting you?** It helps us to visualize the numbers, scorecards and manage the segments that helps us know the utilization and frequency of touchpoints of clients. ### 45. Overcame Initial Setup Challenges for Seamless Account Management **Rating:** 4.0/5.0 stars **Reviewed by:** Ayden N. **Reviewed Date:** October 09, 2025 **What do you like best about Totango?** I appreciate Totango's ability to integrate with AI features and its quick segment-building capabilities. It provides a clear review of forecasting opportunities, churn events, contraction events, and an overall understanding of account health, which significantly benefits my book business. **What do you dislike about Totango?** I found the setup of Totango to be a bit difficult initially. It has a learning curve that I needed to overcome before it became easy to use. Additionally, I would like improved integration with Gmail and Outlook along with enhanced reliability. **What problems is Totango solving and how is that benefiting you?** Totango provides a clear review of forecasting expansion opportunities, churn events, contraction events, and offers a good understanding of overall account health. ### 46. Excellent Tool in Tracking Customer Journey Leading to Greater Success **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew R. | Customer Success Rep, Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2024 **What do you like best about Totango?** I like how we can create success plays to help complete specific tasks for our clients. They serve as a reminder of the actions I need to take and give me a clear view of how each client is performing on our platform. We can also create custom health scores to better gauge client progress and overall health. **What do you dislike about Totango?** The one downside is dealing with late tasks. Totango generates tasks on Saturdays and Sundays, which are my days off. While I try to complete them before the weekend, I sometimes run out of time. I’d prefer not to receive assignments on my days off. **What problems is Totango solving and how is that benefiting you?** Totango helps us map our customer journey from start to adoption. We can then track the tasks we have completed to generate a history of their time using our software. ### 47. Totango is a life saver for CSMs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** Its really easy to use and review data for key accounts. It helps us csm to review the status of at risk accounts and help resuce the churn **What do you dislike about Totango?** If the user interface updates there should be a small tutorial. **What problems is Totango solving and how is that benefiting you?** Helps in account monitoring, helps in being more efficient to work to at risk accounts. ### 48. Totango Review - Great Software **Rating:** 4.5/5.0 stars **Reviewed by:** Drew S. | Sr Director Success, Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** Totango keeps everything organized and cross available to multiple departments. Visually well thought out and integrated with our sales platform as well. Very easy to use and can filter through all the options. **What do you dislike about Totango?** The complexity of the software is the only downfall. There is some great features that offset it but need to simplify the reporting options. Additional training could assist in the overall ease of use. **What problems is Totango solving and how is that benefiting you?** Organizing the flow of information from our main CRM and sales revenue tracking system. Both integrate which saves time and money for the company. ### 49. Totango Makes Proactive Customer Management Easy **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** ntuitive and customizable SuccessBLOCs, which make it easy to align customer success initiatives with business goals. **What do you dislike about Totango?** The platform provides clear visibility into the health of customer accounts and automates workflows to proactively engage with customers. I also appreciate the flexibility it offers in segmenting customers and tracking key metrics, which helps in delivering a more personalized and data-driven customer experience. **What problems is Totango solving and how is that benefiting you?** Totango helps solve the challenge of managing customer health and engagement across a large portfolio of accounts. By providing real-time visibility into key metrics, it allows us to proactively address risks, identify upsell opportunities, and ensure a consistent customer experience. ### 50. One place for all my notes **Rating:** 4.5/5.0 stars **Reviewed by:** Eileen T. | Client Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** I love that I have the flexibility to be able to create my own daily "to do" list and create reminders for myself all in one app. All the information I need for my clients can be stored here safely and make it easily accessible for me to work with my clients. **What do you dislike about Totango?** The change has been a little difficult for me to grasp, but with time I think it'll be so beneficial. **What problems is Totango solving and how is that benefiting you?** Keeping me on track with who needs to be reached out to to avoid falling behind with any clients. ## Totango Discussions - [1. Embed a PDF fillable form? 2. Prepopulated email response be hyperlink to an automated email](https://www.g2.com/discussions/1-embed-a-pdf-fillable-form-2-prepopulated-email-response-be-hyperlink-to-an-automated-email) - 1 comment, 1 upvote - [I would like for Totango to be able to send desktop notifications.](https://www.g2.com/discussions/totango-i-would-like-for-totango-to-be-able-to-send-desktop-notifications) - 1 comment, 1 upvote - [why does totango doesn't have a history ?](https://www.g2.com/discussions/51779-why-does-totango-doesn-t-have-a-history) - 1 comment, 1 upvote - [Would you be able to send more updates with regards to segments and creating them?](https://www.g2.com/discussions/43614-would-you-be-able-to-send-more-updates-with-regards-to-segments-and-creating-them) - 1 comment, 1 upvote - [What are best practices for CSM assignment process - both dynamic and static?](https://www.g2.com/discussions/16231-what-are-best-practices-for-csm-assignment-process-both-dynamic-and-static) - 2 comments, 1 upvote - [View Totango pricing details and edition comparison](https://www.g2.com/products/totango/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-21+12%3A41%3A50+-0500&secure%5Bsession_id%5D=76a23b7e-0234-43f8-b463-8fd2dd994ec1&secure%5Btoken%5D=9fe48f5fb4623c4dc36da5fed30ed15675752b13df7cb15b7689bf6c6c4da5ac&format=llm_user) ## Totango Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Appdome](https://www.g2.com/products/appdome/reviews) - [Dynamics 365 Sales](https://www.g2.com/products/dynamics-365-sales/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - [Gong](https://www.g2.com/products/gong/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [HubSpot Commerce Hub](https://www.g2.com/products/hubspot-commerce-hub/reviews) - [HubSpot Marketing Hub](https://www.g2.com/products/hubspot-marketing-hub/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [Luware Nimbus](https://www.g2.com/products/luware-nimbus/reviews) - [Meltwater](https://www.g2.com/products/meltwater/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Pendo](https://www.g2.com/products/pendo-2019-09-23/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Totango Features **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys **User Analysis** - Survey Implementation - Data Analysis **Data Sourcing** - Data Enrichment - Expandability - Content Marketing - Multiple Devices **Sales Team** - Flexible Sales Process - Playbooks **Platform Basics** - Templates - Exporting - Multi-user Access and Collaboration - Data Analytics **Platform Basics** - Dynamic Segmentation - Journey Optimization **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score **Onboarding Setup** - Workflows - Templates - Checklists **Agentic AI - SAP Store** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **User Support** - User Segmentation - Multi-Language Support **Intelligence** - Predictive Modeling **Intelligence** - Opportunity Identification - Zero-touch Renewals - Smart Content **Platform Data** - Journey Reporting - Trends Reporting - Dashboards - Advanced Data Filtering **Customization** - Stakeholder Management - Multiple Branding Support **Project Tracking** - Monitoring - Content - Tasks - Optimization **Agentic AI - Customer Journey Mapping** - Autonomous Task Execution **Platform** - Reporting & Dashboards - API & Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management **Walkthrough Type** - Text Bubble Walkthroughs **Platform Additional Functionality** - Journey Mapping - Integrations - Automated Alerts **Customer Engagement** - Portal - Engagement - Branding - Visibility **Generative AI** - AI Text Generation - AI Text Summarization **Platform Basics - Digital Adoption Platform** - Integration - Communications **Agentic AI - Customer Journey Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Analytics - Digital Adoption Platform** - Analytics **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Functions - Digital Adoption Platform** - Customer self-service - In-app guidance **Agentic AI - Digital Adoption Platform** - Adaptive Learning ## Top Totango Alternatives - [Custify](https://www.g2.com/products/custify/reviews) - 4.7/5.0 (493 reviews) - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - 4.7/5.0 (1,575 reviews) - [Planhat](https://www.g2.com/products/planhat/reviews) - 4.5/5.0 (914 reviews)