ToolCustomer Success

Totango

A customer success platform that uses SuccessBLOCs — pre-built frameworks for onboarding, adoption, and renewal — to help CS teams standardise playbooks, track health, and manage the customer lifecycle at scale.

How RevOps teams use it

RevOps teams use Totango to implement structured CS playbooks tied to customer lifecycle stages, automate health score-driven touchpoints, and generate NRR and churn forecast reporting that rolls up to a revenue view.

Example use case

e.g., A RevOps team uses Totango to deploy a standardised renewal playbook that automatically opens a renewal task 120 days before contract end, assigns it to the CSM, and escalates to the VP of CS if no activity is logged within 14 days.

Where it's used

Technical Disciplines

Revenue Lifecycle Operations

Orchestrates the full customer lifecycle from onboarding through expansion to renewal — stitching product usage data into CRM, triggering expansion plays, and automating renewal workflows that maximise lifetime value.