Totango

Totango is a customer growth platform named a Leader in The Forrester Wave: Customer Success Platforms, Q4 2025, where it scored 4.5 out of 5 on Strategy, the highest score in that evaluation. It serves large SaaS and software companies managing complex, multi-segment account portfolios. Its composable architecture lets CS operations teams assemble and reconfigure customer journeys, health scoring models and automation workflows without heavy engineering involvement, which suits enterprises that iterate lifecycle programs frequently. Totango was founded in 2010 by Guy Nirpaz. Great Hill Partners became majority owner in 2021 through a 100 million dollar Series D. The company acquired Lou in 2023, later acquired the Parative AI team and technology, merged with Catalyst in 2023, and rebranded in 2025 around a Revenue on Repeat positioning. Catalyst was founded in 2017 and is still marketed as its own product. The platform now ships as three products sold from one site. Totango is the enterprise customer success platform. Unison AI is the customer intelligence engine for churn prediction. Catalyst is the customer growth platform aimed at revenue-oriented CS and sales teams. This index lists Totango and Catalyst as separate entries because both retain their own product pages, their own packaging and their own security documentation, and neither is a rename of the other. Totango publishes no autonomy percentage. Automation handles health score updates, segment-based journey enrollment and playbook execution continuously within configured parameters, while CSM judgment drives strategic decisions and expansion conversations. Unison AI extends this with standard and custom churn prediction models that run on historical data to generate engagement scores and risk signals without manual CSM input. Integration coverage was verified in July 2026 across 16 categories on the vendor's integrations page, and every connector named here was confirmed present. CRM covers Salesforce, HubSpot Sales Hub, Microsoft Dynamics and Zoho, all native. Support and ticketing covers Zendesk, Jira Service Management, Jira Software and Intercom natively, with ServiceNow over API. Warehouse and database covers Google BigQuery, Snowflake, Redshift, MySQL, PostgreSQL and Microsoft SQL Server, all native. Analytics and BI covers Mixpanel and Pendo natively, with Looker, Tableau and Power BI over API. Communication covers Gmail and Microsoft Outlook natively, with Slack, Microsoft Teams and Zoom over API. Conversation intelligence covers Chorus natively and Gong over API. Cloud storage covers Amazon S3 and Dropbox. Marketing automation covers Segment and Zapier natively, with SAP Marketing Cloud and HubSpot Marketing Hub over API. Payment covers Stripe over API and Zuora as native and forthcoming. Verified gaps in July 2026 are no native Amplitude connector, no Freshdesk connector and no Mixmax connector. There is no MCP server, re-verified in July 2026 against the integrations page, the developer and API paths, llms.txt and the vendor's AI page, all of which are absent or silent on MCP. That is a real gap against peers in this category that now publish one. Pricing requires a demo and is custom across all three products, with no rate published anywhere. Totango Enterprise includes 10 practitioner seats and 2,000 customer accounts. Premier includes 20 practitioner seats, 3 viewer seats, 10,000 customer accounts and a dedicated account team. Unison AI is packaged as Standard AI models or Custom AI models. Catalyst offers a Growth tier including 2,500 customer accounts. Annual contracts are standard and there is no self-serve trial. Implementation services, Premium CS, and Premium CS plus Engineering with CS engineers are sold as paid add-ons. Totango is not the right fit for teams without dedicated CS operations capacity, because the same flexibility that benefits mature enterprise programs creates a steeper learning curve for a first structured CS build. Very early-stage SaaS teams should evaluate Akita ($49/mo) or Vitally for a simpler entry point. Teams wanting the deepest enterprise lifecycle configurability should evaluate Gainsight Customer Success (custom pricing), and teams wanting a lighter mid-market footprint should look at Custify (custom pricing). As of Q3 2026 Totango is a US-incorporated company. Its security hub lists ISO 27001 and GDPR for the Totango platform and separate GDPR, privacy and ISO 27001 documentation for Catalyst, confirming that Catalyst maintains its own certifications rather than inheriting Totango's. Totango also claims SOC 2. Its SOC 2 page describes the framework generically and names no report type, no report period and no auditor, so SOC 2 is recorded here as a vendor claim rather than a verified Type II certification. No HIPAA, CCPA, ISO 42001 or FedRAMP claim appears on any surface. G2 shows 4.3 from 1,150 reviews under Customer Success Software, and G2 awarded Totango a Summer 2026 Fastest Implementation badge, which sits in tension with an implementation that the vendor scopes in weeks rather than days. The vendor's own company timeline states recognition by Gartner and IDC without naming a report, a year or a position, so no analyst placement beyond the Forrester Wave is claimed here.