Totango

Customer success software to drive retention and growth

Customer Success SaaS SMB Automation
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Retention Impact

Engagement

Totango bridges activation and engagement with its journey-based approach — which maps directly to the Reforge User State Map (Signed Up → Setup → Aha → Habit → Engaged → Dormant → Churned). Its customer segmentation creates the lifecycle bar chart Reforge prescribes: seeing the distribution of new, retained, resurrected, and dormant users over time. The free tier makes Totango particularly interesting from a Reforge "paid loop" perspective — you can start measuring retention inputs before committing budget, which means you can validate your retention metric and habit moment hypothesis before investing in the tool to improve them. Use Totango's success plans to codify the activation flow for each persona, then track which plans lead to the flattest retention curves.

About Totango

Totango is a customer success platform that helps you design, run, measure and scale your SaaS customer journey to drive retention and growth.

Key Features

  • Customer health scoring
  • Automated campaigns
  • Success plans
  • Product usage tracking
  • Task management
  • Customer segmentation

Use Cases

Customer success management
Onboarding automation
Renewal management
Expansion revenue

Pros & Cons

Pros

  • Free tier available
  • Easy to get started
  • Good for mid-market
  • Flexible workflows

Cons

  • Limited advanced features on free plan
  • UI could be more modern
  • Reporting limitations

Integrations

Salesforce Zendesk Segment Slack Microsoft Teams

Pairs Well With

Retention experiments to run alongside Totango

Design a Churn Dashboard That Actually Drives Retention Decisions

Medium Catch 20-30% more at-risk accounts early and improve net rev...

Health Score Monitoring for Enterprise Accounts

Hard Reduce enterprise churn by 15-25%, increase renewal rates by...

Onboarding Activation Milestones for B2B Products

Medium Increase trial-to-paid conversion by 15-25%, reduce time-to-...

Ship Retention Experiments in 15 Days Instead of Months

Medium Test 3-4 retention hypotheses in the time it would normally...

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Pricing

$0/mo
freemium
Visit Website →

Company Info

Best for: all
Founded: 2011
Employees: 51-200
HQ: Palo Alto, CA

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