Totango consultants

Q: What kind of businesses benefit most from Totango?

Totango is built for SaaS and subscription businesses where recurring revenue depends on customer retention. It is most useful for companies with enough customers that manual tracking breaks down -- typically once you have more than a few dozen active accounts and a dedicated customer success team.

Q: How does Totango calculate customer health scores?

Health scores are based on metrics you define: product usage frequency, support ticket volume, NPS responses, billing status, and any other data you feed in. Totango weights these inputs according to your rules and produces a composite score. You decide what healthy, at-risk, and churning look like for your business.

Q: Can Totango automate customer outreach?

Yes, through SuccessPlays. These are automated playbooks that trigger actions based on customer health changes or segment membership. A SuccessPlay might send an email when a customer's health drops, assign a task to an account manager, or create a support ticket. The actions are configurable per segment.

Q: Does Totango integrate with Salesforce?

Yes. Totango has a native Salesforce integration that syncs account data, contacts, and opportunity information. Health scores and customer segments from Totango can be pushed back into Salesforce so sales reps see the same data without switching tools.

Q: Can I connect Totango to n8n for custom workflows?

Totango offers a REST API that n8n can call using HTTP request nodes. This lets you pull health score data, push events, update account attributes, or trigger SuccessPlays from external events. It is useful for connecting Totango to tools that do not have a native integration.

Q: How is Totango different from a CRM like HubSpot?

CRMs focus on the sales pipeline -- tracking deals from lead to close. Totango picks up after the sale. It tracks how customers use your product, whether they are getting value, and where churn risk is building. Many companies use both: a CRM for sales and Totango for post-sale customer success.

We can help you automate your business with Totango and hundreds of other systems to improve efficiency and productivity. Get in touch if you’d like to discuss implementing Totango.

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About Totango

Totango is a customer success platform designed for SaaS and subscription businesses that need to track customer health, reduce churn, and find expansion opportunities inside their existing accounts. Rather than relying on gut feel, Totango aggregates usage data, support tickets, billing information, and CRM records into a single customer health score.

The platform uses “SuccessPlays” — automated playbooks that trigger specific actions when a customer’s health score changes. If a key account stops logging in, a SuccessPlay can alert the account manager and queue a check-in email. If usage spikes after onboarding, a different play can trigger an upsell conversation. This turns reactive customer management into something more structured and repeatable.

Totango integrates with CRMs like Salesforce and HubSpot, support platforms like Zendesk, and billing tools like Stripe. Through n8n, you can extend these integrations further — syncing health scores to custom dashboards, triggering workflows in other systems based on segment changes, or pushing Totango data into a data warehouse. Our integration team can connect Totango to whatever your customer success team actually uses day-to-day.

Totango FAQs

Frequently Asked Questions

Common questions about how Totango consultants can help with integration and implementation

What kind of businesses benefit most from Totango?

How does Totango calculate customer health scores?

Can Totango automate customer outreach?

Does Totango integrate with Salesforce?

Can I connect Totango to n8n for custom workflows?

How is Totango different from a CRM like HubSpot?

How it works

We work hand-in-hand with you to implement Totango

As Totango consultants we work with you hand in hand build more efficient and effective operations. Here’s how we will work with you to automate your business and integrate Totango with integrate and automate 800+ tools.

Step 1

Define Your Health Score Model

We work with your customer success team to identify the signals that actually predict churn and expansion in your business: product usage patterns, support ticket trends, billing changes, NPS responses. These become the inputs to your health score, weighted according to what matters most for your customer base.

Step 2

Connect Your Data Sources

We integrate Totango with your product analytics, CRM, support desk, and billing platform. This might be native integrations (Salesforce, Zendesk, Stripe) or custom connections via n8n and the Totango API. The goal is a complete picture of each customer without manual data entry.

Step 3

Build Customer Segments

Using the data flowing into Totango, we create segments that match your customer lifecycle stages and risk profiles: onboarding, healthy, at-risk, expansion-ready, and churning. Each segment has clear entry and exit criteria based on your health score thresholds.

Step 4

Create SuccessPlays

For each segment, we build automated SuccessPlays: the specific actions Totango should trigger when a customer enters or exits a segment. This includes email sequences, task assignments, Slack notifications, and escalation paths. Each play maps to a real outcome your team is trying to drive.

Step 5

Set Up Dashboards and Reporting

We configure Totango dashboards for your CS managers and leadership team, showing health score distributions, churn risk pipeline, and SuccessPlay completion rates. If you need this data in external tools, we set up automated exports via n8n.

Step 6

Train Your CS Team and Iterate

We train your customer success team on using Totango daily: reviewing health scores, responding to SuccessPlay tasks, and updating account data. After a few weeks of live use, we review the health score model and refine the weights based on real outcomes.

Transform your business with Totango

Unlock hidden efficiencies, reduce errors, and position your business for scalable growth. Contact us to arrange a no-obligation Totango consultation.

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