Totango Reviews in April 2025: User Ratings, Pros & Cons

Great way to pull Customer Data

What do you like best? I like the segments and how easy it is to pull data from the platform What do you dislike? I am frustrated with the updates they make - unfortunately they usually take away a functionality I use and replace with one that is not helpful. What problems are you solving with the product? What benefits have you realized? Th ability to manage more accounts at once - and find calls to action with the successflows.

Best effort

What do you like best? I like the ability to drill down into different segments and get quite granular with groups of customers I would like to target. What do you dislike? There are updates often - very often. Unfortunately, I feel like the usability is lost with updates. I start my day off to a Totango update and have to change all of my processes. They don't feel huge, but they make big impacts on workflow and processes, which can be very frustrating. What problems are you solving ...

Easy and intuitive

What do you like best? I like having ways to easily identify my accounts and then analyze using segments. Great to keep an eye on what’s going on company wide too to spot trends and understand cancellation risks. What do you dislike? I don’t love their release process as a user. Oftentimes blindsided and just have to stumble through updates until rolled back and fixed as of late. No resources provided prior to or on the day of launch. Recommendations to others considering the ...

It's Working

What do you like best? I like being able to see my accounts health all at once. What do you dislike? I do not like the way to add notes to an account. I feel as if the notes should be moved to the top of the layout. What problems are you solving with the product? What benefits have you realized? Customer insights. Yes I believe we can see this data quite well

We have been using Totango for over a year now.

What do you like best? We have gained missing insight into our customer base, and have found prioritization and workflow options for our CSM team that we were previously missing. We have been using Totango for over a year as our main CS tool, and it's clear that Totango has ramped up their development process and approach to their flavor of Customer Success. Though their initial 2 week sprint may have been a bit optimistic (introducing bugs and requiring rollbacks a little more frequently ...

Great for daily organization and account management

What do you like best? I like that I can see my customers engagement with our SaaS platform. Having to identify which customer to reach out to first can be a challenge and this tool makes that process easy. What do you dislike? There have been a number of updates over the past few months, they're not rolled out very well and sometimes seem to be without cause other than aesthetic. What problems are you solving with the product? What benefits have you realized? Daily organization ...

Great Product for Daily Tasks and Managing a Large Portfolio

What do you like best? I like the ability to create your own "segments" to organize customers and more visually break items down. The general task creation and followup activities is intuitive and really makes my job easier. The ability to create SuccessBlocs has also been really beneficial to see how my entire team is doing with progress on hitting goals. I also love the ability to create triggers for when customers enter a segment - so if a customer has been inactive for 90 days I'll ...

Totango Experience

What do you like best? I like the ability to segment accounts. Like that you can see usage by specific modules and the actions. I like the quick integration for emails getting into the system. What do you dislike? The health score isn't always a strong indicator of an account's actual health. Don't like that there's not a "recently viewed accounts" option so you can easily access those accounts. Don't like that there isn't a logical order to how the users are listed. What problems ...

Keep accounts from slipping through the cracks

What do you like best? I find the platform to be useful and it's such a step up from not having a Customer Success tool. I like the clean look of the platform and the segmentation and reporting. I found it easy to learn and was able to get up to speed quickly. What do you dislike? I don't love that the workflow has changed a couple times in the last year. The task/touchpoint flow was working so great until the most recent changes. I wish there was a better way to do health scoring as ...

My review of Totango

What do you like best? The feature that I like and use the most is the segments feature. I use this pretty often to dive deeper into my account base to find opportunities and to better understand my customers behaviors. It also allows me to quickly find focus areas. What do you dislike? When updates are made, I don't get notifications so it often times is something you just discover. In addition, these updates are not always making the tools better. Recommendations to others ...