/ Totango

Customer Success Platform

Enterprise-grade data complexity with rapid time to value implementation

Talk to sales

Recommended

Enterprise

Efficiently scale customer success with solutions backed by enterprise-grade privacy, security, and customization.

Includes:

  • 10 practitioner seats
  • 2,000 customer accounts
  • 5 teams
  • Enterprise Customer Success Manager

Premier

Drive predictable growth with solutions designed to enhance customer experience across complex orgs.

Includes:

  • 20 practitioner seats
  • 3 viewer seats
  • 10,000 customer accounts
  • Unlimited teams
  • 1 development instance
  • Dedicated account team
/ UNISON

Customer Intelligence Engine

Accurately predict churn with AI-powered historical data analysis

Talk to sales

Recommended

Standard AI models

Get data-based customer health scores in 1-2 days. Connect data and receive AI analysis of engagement.

Includes:

  • Platform access
  • Standard model for risk detection
  • Standard key moment tracking
  • One bi-directional CRM/CSP integration
  • Slack and email alerts
  • 3 customer tiers (segments)

Customize with:

  • Additional customer tiers (segments)
  • Additional or premium integrations
  • SSO

Custom AI models

Enterprise-grade AI custom model service providing tailored analysis of any historical data.

Includes:

  • Platform access with everything in Standard, plus one custom model
  • Integrations
  • SSO
  • Customer CRM objects
  • 6-month model evaluation

Customize with:

  • Additional scored accounts
  • New segment or outcome models
  • Additional Exploratory Data Analysis (EDA)
  • Monthly/Daily data ingest volume
/ Catalyst

Customer Growth Platform

A modern, fully composable experience for maturing success teams

Talk to sales

Growth

Centralize all customer data in an intuitive platform focused on driving revenue growth.

Includes:

  • 2,500 customer accounts
  • Up to 5 Salesforce custom objects
  • Customer goal tracking
  • Playbook designer
  • Expansion signals
  • Limited integrations

Services FOR ENTERPRISE + CS PLANS

Go ahead and grow

We partner with you to ensure your success out of the gates. And as you grow.

Implementation

Bring your data into your product and integrate with the other tools used across your enterprise tech stack. Set up core workflows and get ready to enable your team.

Tailored onboarding

Hands-on, enterprise-tested onboarding that ensures quick time to value while enabling you to configure your business processes easily and iteratively.

Premium CS

Benefit from an enhanced level of engagement with your Totango Customer Success Manager, providing additional guidance on processes and best practices to get the most out of the products you purchased.

Premium CS+E

Benefit from everything in Premium CS, plus CS engineers with expertise in data design, integrations, and Totango best practices.

FOR STRATEGIC GUIDANCE & GLOBAL IMPLEMENTATION SUPPORT

ESG created Customer Success as a Service® (CSaaS®) to help B2B technology companies scale customer success faster. Augment your team with a tailored group of specialized, temporary resources to help you execute an optimized GTM model. Quickly improve revenue performance, operating efficiency, and EBITDA, and gain extra capacity to meet the growing demands of your business.

All you need to know

What products can I buy?
Open

We currently offer three standalone products, unified by a common data set. Unison is our AI-powered Customer Intelligence Engine – you do not need to have a separate Customer Success Platform to use it, and it can be used alongside any CSP on the market. Totango is our best-in-class enterprise Customer Success Platform (CSP). Catalyst is our customer growth platform.

What types of licenses are available for Totango customer success software?
Open

Practitioner seats: Full Totango CS platform access. Best for admins, CSMs, and other full-access users.

Contributor seats: Limited platform access. See and add tasks, view notifications and customer health, and add customer touchpoints. Ideal for sales, support, and marketing.

Viewer seats: Read-only access for leadership and team members who require visibility into customer data, health, and KPIs.

What’s the difference between a practitioner, contributor, and viewer seat?
Open

Practitioner seats are designed for admins, CSMs, and other users who require full access to the Totango Composable CS platform.

Contributor seats provide limited platform access, allowing users to see and add tasks, view notifications and customer health, add customer touchpoints, etc. This seat is ideal for customer-facing teams who partner with CS on customer activities such as Support, Sales, and Marketing.

Viewer seats offer read-only access for leadership and team members who require visibility into customer data, health, and KPIs.

What if I need more seats, accounts, or emails than the CSP package includes?
Open

Seats, accounts, and blocks of emails can be added to your subscription for a fee. Please contact your account manager to upgrade your subscription.

How do you define customer accounts?
Open

A customer account is represented by a record that contains information about the customer, such as their name, address, contacts, contracts, subscription details, health, usage, customer engagement and any other relevant data. Optionally, you can model your products in Totango within the account structure. A "product account" provides your teams with a dedicated profile view of product information, including usage, health, and the ability to roll up information to parent levels.

What is a hierarchical account structure?
Open

In a hierarchical account structure, accounts are arranged in tree-like format, where each account is positioned at a specific level within the hierarchy. Your account manager can help you think through what account structure makes sense for your desired operational model.

What is multidimensional health
Open

Multidimensional health is a way to calculate customer health scores using multiple weight variables and data points. Multidimensional health lets you set and customize the scoring of sub categories or dimensions within a health measurement. Drill down into each dimension for a proactive analysis of specific risk areas. Multidimensional health allows you to set and measure the health of your customers according to the operational priorities of your business.

How is a “team” defined in CSP plans?
Open

A team is a group of users that can be organized manually or using your HR reporting hierarchy to control platform access and visibility. Teams are often grouped by department, product, or region.

Do you offer professional services?
Open

Professional services can be purchased as needed for projects that need additional resources from Totango. Most professional service engagements are with a Customer Success Engineer and/or an Implementation Manager to organize the project.