Startups > Totango

Totango

Totango helps CS teams predict churn and drive customer retention at scale.

Series D $148M total Founded 2010 United States

Totango is a cloud-based customer success platform that processes billions of customer signals to help teams identify at-risk customers, predict churn, and uncover expansion opportunities in real-time. The platform unifies three products—Unison (AI-powered customer intelligence), Totango (enterprise CS platform), and Catalyst (customer growth platform)—around a common dataset. It serves customer success and sales teams at mid-market to enterprise SaaS companies seeking to optimize revenue retention and growth through proactive customer engagement.

Problem solved

Customer success teams lack real-time visibility into customer health and churn risk, making it difficult to prioritize engagement efforts and prevent revenue loss.

Target customer

Mid-market to enterprise SaaS companies with 1,000+ customers using complex multi-product, multi-channel customer relationships; customer success and sales team leaders.

Website LinkedIn Crunchbase

Founders

Guy Nirpaz

Founder & CEO (until 2024 merger)

Israeli entrepreneur with background in engineering and product management; former EVP of Engineering at GigaSpaces Technologies and IBM; led Totango for 15 years before 2024 exit to PE.

Omer Gotlieb

Co-Founder

Co-founding team member of Totango; limited public background information available.

Funding history

Series A $3.8M 2011 Led by Unknown · Unknown

Series B $15.5M 2014 Led by Unknown · Unknown

Series C $8M 2016 Led by Unknown · Unknown

Series D $100M 2021-09-29 Led by Great Hill Partners · Pitango, Canvas, BGV

Total raised: $148M

Industries

Customer Service Analytics

Pricing

Seat-based, usage-based, and tiered subscription model. Free forever plan available. Starter tier at $249/month (2 users), Growth tier at $1,099/month (10 users). Enterprise: $120,000 annually (list price for 2,500 accounts with 3 editor licenses; typically 30-39% discount available, median $80,040). Small businesses: $500+/month; enterprises with 1,000+ users: up to $10,000/month. Implementation: $5,000-$50,000 depending on company size.

Notable customers

SAP, GitHub, Schneider Electric, Dynatrace, Drata, Aircall, Jobvite, Pandora, Zoom, Autodesk, Braze, Fivetran, Canva

Website

totango.com/

Competitors

Gainsight

Market leader in customer success software; exited for $1.1B in 2020. Totango-Catalyst merger formed specifically to compete more effectively against Gainsight.

ChurnZero

Smaller competitor focused on churn prediction; less enterprise-focused than Totango.

ClientSuccess

Mid-market focused customer success platform; less comprehensive than Totango's unified product suite.

Pendo

Product analytics and engagement platform; broader product focus than pure customer success management.

Fospha

Marketing analytics and ROI measurement tool; different category focus than customer success management.

Why this matters: Totango's February 2024 merger with Catalyst (a competitor in the same space) represents a significant consolidation in the customer success software market and signals aggressive competition against market leader Gainsight. The combined entity aims to deliver a more powerful customer growth platform backed by Great Hill Partners, with ambitions to rival or exceed Gainsight's $1.1B exit valuation.

Best for: Enterprise SaaS companies managing thousands of complex customer relationships across multiple products and channels who need AI-powered customer health scoring and churn prediction at scale.

Use cases

Churn Prediction and Prevention

Enterprise software vendors can use Totango to monitor billions of customer behavioral signals and receive real-time alerts when a customer shows churn indicators. CS teams can then proactively engage at-risk customers before they leave, reducing revenue attrition by prioritizing high-value accounts.

Customer Portfolio Segmentation

Organizations with diverse customer bases can segment customers into health-based cohorts (healthy, at-risk, churned) and assign appropriate engagement strategies. This allows smaller CS teams to manage thousands of accounts efficiently without manual tracking.

Expansion Opportunity Identification

The platform identifies customers showing increased product adoption or usage growth, surfacing upsell and cross-sell opportunities for sales teams to pursue, increasing customer lifetime value without additional marketing spend.

Alternatives

Gainsight Market leader with longer enterprise track record; Totango-Catalyst merger positioned as more modern, AI-first alternative with better pricing.

ChurnZero More affordable and easier to implement for mid-market SaaS; less comprehensive than Totango's full suite approach.

Pendo Broader product analytics and user engagement focus; better for product-led growth companies than pure customer success management.

FAQ

What does Totango do? +

Totango is a customer success platform that processes billions of customer behavioral signals to help teams predict churn, identify expansion opportunities, and manage customer portfolios based on health. It provides real-time visibility into which customers need attention, why, and what actions to take. The platform combines three products: Unison (AI intelligence), Totango (CS platform), and Catalyst (growth platform).

How much does Totango cost? +

Totango uses a seat-based, usage-based, tiered pricing model. Free forever plan available. Starter: $249/month (2 users). Growth: $1,099/month (10 users). Enterprise: typically $80,000-$120,000+ annually depending on customer count and features. Implementation costs range from $5,000-$50,000. Contact sales for custom enterprise pricing.

What are alternatives to Totango? +

Main alternatives include Gainsight (market leader, higher price point), ChurnZero (more affordable for mid-market), Pendo (broader product analytics focus), ClientSuccess (mid-market focused), and Fospha (marketing analytics angle).

Who uses Totango? +

Target customers are enterprise and mid-market SaaS companies with complex multi-product, multi-channel customer relationships. Notable customers include SAP, GitHub, Zoom, Autodesk, Dynatrace, Aircall, and Braze. Nearly 600 organizations globally use Totango and Catalyst products.

How does Totango compare to Gainsight? +

Gainsight remains the market leader (exited for $1.1B in 2020), but Totango-Catalyst merger in February 2024 created a more formidable competitor with unified AI-powered intelligence, modern platform architecture, and competitive pricing. Totango positions as a more innovation-focused, contemporary alternative to Gainsight's established but older platform.