Totango

Scaling customer success without scaling headcount—that’s the challenge every post-sales leader is facing right now. Automation, playbooks, AI, and digital CS all help, but real success comes from ensuring your people spend time where it matters most. Join us for a first look at Totango’s latest updates built to help teams: 👉 Prioritize high-impact customer actions 👉 Eliminate wasted effort 👉 Drive measurable outcomes See how post-sales teams are transforming from busy to productive. Join the webinar 👇 https://lnkd.in/gzSVGTiJ

CS is at a crossroads. 🔀 But, we have a point of view on where to go next. Totango earned the highest overall score possible in Strategy criteria (4.5/5) for The Forrester Wave™: Customer Success Platforms, Q4 2025. We scored top marks in: ✅ Roadmap ✅ Innovation ✅ Pricing Flexibility and Transparency ✅ Vision ✅ Retention Optimization ✅ Scaling Customer Success As the report states: “Totango offers a clear vision centered on customer-led growth, with a focus on value realization as the guiding principle.” We’re leading the way into a new era of customer-led growth. Who’s with us?! #forresterwave #leadership #customersuccess #valuerealization #customerledgrowth

The skills that got Customer Success here won't be enough to take us forward. Post-Sales teams are now expected to: 👉 Run in-depth customer discovery 👉 Partner with executives to create a path to measurable ROI 👉 Hold customers accountable to achieving outcomes That calls for new expertise. We’re bringing together the latest insights from CS and Revenue leaders to explore what reskilling looks like in practice. Interested? Join the webinar 👇

Totango is proud to join TSIA for the Women of the C-Suite Fundraiser Breakfast at TSIA World ENVISION this year! We cherish this amazing opportunity for authentic conversation, networking, learning, and giving back to the community ⭐️ We hope to see many there – details below on how to register and save your seat! Attending TSIA? Drop us a note in the comments 👇 We'd love to connect and say hi!

Most kickoffs miss because Sales context gets lost. Our Initial Alignment Guide Template keeps it intact—so post-Sales can drive impact from day one. What it captures (in one shareable, fixed artifact): ✅ Who they are: org details, primary buyer background, and key stakeholders ✅ What they have: products/services, segments, business model, tech stack, integrations, and data considerations ✅ Why we’re partnered: core business problem, business drivers, competitive alternatives, why us, urgency, and why now Built for AEs to author, then reviewed with CS after close and before kickoff—and preserved as the historical reference that prevents drift. Don't worry, it's not a PDF that you'll have to convert - we packaged it in a ready-to-use Google Doc. Check it out here: https://lnkd.in/gda_j--Z

Success isn’t measured by logins or usage spikes. It’s measured by whether your customer actually achieves the outcome they signed up for. That’s why value goals matter. Setting them is the first step. Achieving them—consistently, across accounts—is the real differentiator. Want to go deeper? Download our guide, Becoming a Customer Value-Led Company, to learn how leading organizations are putting value at the center of growth. Grab it here: http://bit.ly/45T0AGD

Customer retention has to be centered on value achieved, and that’s a team sport: - Sales has to define the desired outcomes and business value with the customer in the sales process - Implementation has to find the minimum viable path to first value - Success has to hold EVERYONE (within their customer and internally) accountable to achieving that value - Renewals has to build their proposals off the value story - Sales has to EARN the right to expand based on value achieved Any executive worth their salt will have a hard time arguing that ensuring a customer achieves value isn’t a top priority. And if you hear one that doesn’t agree… think twice about buying from that company. If you’re wondering how to get started, check out the guide that we put out earlier this week - developed over the last 2 years of monstrous change in the market, battling sneaky churn for the first time ever, in partnership with thousands of customers, prospects, CS and Revenue leaders https://lnkd.in/eUSiUWNu

"Becoming customer value-led is not a messaging exercise; it's a strategic bet" When budgets get tight, burden of proof rises, and 'do more with less' operational mandates abound, it's a necessary to take that bet. Read more in Totango's newest guide, "Becoming a Customer Value-Led Company" below 👇

If your entire customer success worldview is "CS... with AI!", I respectfully think it's time to go back to the drawing board. So here's an alternative, simplified take on the future of post-Sales: - Proof of value as the new north star - Technology as a human-in-the-loop force multiplier - Sales-like revenue rigor with deep connection to CRO/CFO Don't get me wrong: I'm as excited about new possibilities as anyone. Hell, my last two companies were ML/AI companies. But It's been what... 10 years since Nick wrote the book on CS? "Old stuff... with agents" just doesn't quite feel like the type of first-principles thinking that is going to elevate post-Sales beyond its widespread perception as cost center. I'm personally much more compelled by the paradigm shift that I'm starting to see across our most successful customers. Some of the general maxims/perspectives that we're starting to see arise: Relationships buy you time; they don't earn you recurring revenue. Health and adoption are proxies; proof of ROI is persuasive. AI is a technology; it should not be your patron saint. CSPs are tools; they should not be your strategy. Enable customers on the minimum viable path to value; ignore the rest. Don't automate away humans; free humans up to focus on outcomes. Spend the most time with your best customers; the ROI is higher. New ARR is harder than ever; expansion ARR is the in-focus path to growth. Undoubtedly there are more, but these are a few that we're taking to heart internally at Totango.

❌ 25% fewer CS job postings this year ❌ 2/3 of CS teams facing flat or declining budgets ✅ One methodology that flips CS from “cost center” to “growth engine” Tomorrow we reveal Customer-Led Growth through Value Realization — a proven system that ties every CS action to measurable and meaningful business impact. Register today 👇 👇 Tomorrow, we build the future of CS together.