Totango vs Custify: Main Overview
Let’s begin this review of Totango alternatives with a quick overview:
Totango Overview
Totango is a customer success platform primarily centered around customer journey orchestration and segmentation. They typically target higher-end customers (such as enterprises), similarly to Gainsight, and their product is also similar, yet slightly more simplistic in its modular approach (SuccessBLOCs) and limited integrations.
- Key advantages: simple, plug-and-play CS platform with pre-built modules for health scoring and playbooks
- Key complaints: high costs and challenges with implementation and integrations
Custify’s Overview
Custify is a rich, user-friendly customer success platform designed to meet the day-to-day needs of every CS team, from small startups that are just starting to centralize data to large-scale enterprises with complex implementations. At Custify, we believe all customers deserve the best experience, so we offer our concierge onboarding experience to all who choose to use our platform. That means tailored guidance at the most critical stage of your CS journey – when you’re putting all the data together and setting up the platform for success. Custify features include customer health, dashboards, playbooks, automation, CustifyAI, and more!
- Key Advantages: feature-rich, user-friendly customer success platform with powerful health scoring and concierge onboarding
- Key Complaints: could be difficult to implement depending on use case and organizational complexities, but it’s still significantly faster than Totango
Key Takeaways:
- Totango is a great, albeit simplistic, customer success platform that targets enterprise customers.
- Custify is a rich, user-friendly customer success platform that works best for companies of all sizes that require tailored onboarding and setup.
- Totango’s modular approach through SuccessBLOCs is great for getting up and running, but lacks feature depth.
- Custify has advanced customer success features (calculated metrics, health dashboards, CustifyAI, etc.) that help users monitor customer lifecycles with more precision and purpose.
Comparison Matrix: Totango vs Custify
Profiles and attributes; segment-driven; faster setup; fewer custom objects
Event-first accounts/users; custom fields; calculated metrics; lightweight setup
Data-driven health scores with AI-standard models available
Weighted measures & segment‑level inputs; AI summaries
Automated triggers, alerts, playbooks, workflows
Event‑based playbooks; AI‑generated playbooks;
Customer success plans and playbooks
Custom and built‑in lifecycles (onboarding, adoption, renewal)
Shareable dashboards, customer-facing reporting
Branded, shareable, customer portals & dashboards, customizable per client
Simple AI assistant, email writing assistant, AI summaries
Advanced AI summaries, AI playbooks, AI agents, AI churn risk, sentiment scoring, conversational AI
Built-in report builder + prebuilt SuccessBLOC templates and journey/cohort analytics
Fully-customizable, shareable dashboards and reports, customer 360 analytics, and full customer experience monitoring
Shared SuccessBLOCs, role-based dashboards, task assignment & collaboration
Task management in your CS dashboards, full collaboration capabilities, and automated task assignment
~2-4 weeks using modular SuccessBLOCs for standard plans
~1-3 weeks from sign-up to full setup and value addition, with concierge onboarding
50-100 (largely non-native)
45+ (+200 in Zapier)
Modular approach, fast implementation
Guided, concierge onboarding; fast time‑to‑value
5 Plans, quote-based, for different needs
Quote (tiered/account‑based)
Teams needing fast deployment and modular CS workflows
Startup → Mid‑market (scales to enterprise)
Feature Breakdowns: Totango vs Custify
1. Which Platform Has the Best Automation: Totango or Custify?
While Totango’s automation features work for simple tasks, they are often quite simplistic in comparison to Custify. Automation flows in Custify are simple to set up yet can handle complex tasks, triggers, and conditions, allowing users to fine-tune and calibrate their playbooks.
Totango automation features:
Automated segment triggers. In Totango, users can automate simple options (such as emails and tasks) through triggers that can be assigned directly to customer segments.
Alerts, playbooks, workflows. Instead of a single automation dashboard, Totango lets users add automations through its SuccessPays (playbooks). These particular ones can trigger alerts, playbooks, and automated tasks upon specific user signals.
Custify automation features:
Advanced Automation Engine. Custify’s automation does more than simply trigger events. Our flows (called playbooks) let users automate tasks, surveys, customer communications, internal communications, and even AI steps like generating summaries or using churn risk signals as conditions or triggers.
Calculated Metrics. In Custify, you can engineer advanced metrics to track using no-code automation. Through these metrics, you can view insights, identify patterns, and follow trends.
AI-Generated Playbooks. Lastly, our CustifyAI can directly generate playbooks (aka automation flows) using simple prompts, removing busywork and speeding up the process.
2. How Does Health Scoring Work in Totango and Custify?
While Totango’s health scoring is serviceable, Custify’s offers a wider range of options and allows deeper customization and custom CSM ratings.
Totango health scoring features:
In Totango, you can track customer health as both a numerical score (1-100) and a dimensions score (Good, Poor, or Average). The parameters and weighting can be set according to your and your users’ needs.
Custify health scoring features:
Custify’s customer health feature is one of its most advanced and can offer in-depth insights about users. Let’s break it down:
- Advanced customer health scores.
- Weighted measurements.
- Account-specific, customer-specific, segmented.
- Global health score for each account.
- Signals, or automated health scores.
- CSM rating that can accompany or override health scores.
3. How Do Shareable Customer Portals Work in Totango and Custify?
While both Totango and Custify have customer portals available, the ones in Totango are relatively basic and focus on objectives and tasks. Custify, by contrast, allows users to fully customize their customer portals by adding custom branding elements, playbook progress tracking, objectives, KPIs, custom files, meeting details, and more.
Totango’s customer portal features:
Totango features portals as shareable website pages that can be customized to showcase specific objectives, progress tracking, and even customer tasks. Totango also has “success plans” that can be shared with customers.
Custify’s customer portal features:
Custify comes with easy-to-use and extensive, shareable customer portals. CSMs can customize these to feature clients’ branding, objectives, KPIs, files, meetings, tasks, and more. Custify’s portals can also showcase playbooks for specific stages of a customer’s journey – such as onboarding.
4. Which Platform Has the Best AI Implementation: Totango or Custify?
While Totango has some basic AI features, CustifyAI is an endless source of insights, can help generate automation flows, acts as a conversational assistant, and can be set up to use your preexisting AI credits and subscriptions.
Totango AI Features:
Totango offers a simple AI helper and email writing assistant, with the option to get an AI summary for your accounts.
Custify AI Features:
Custify features several AI features designed to augment, not replace, CSM work:
Advanced AI Summaries. CustifyAI can summarize your accounts and include bulleted key insights, an intuitive churn risk analysis, and a SWOT analysis.
AI Playbook Generator. You can ask CustifyAI for an automation flow based on a specific prompt, and it will generate an advanced playbook you can then edit to your liking.
AI Churn Risk and Sentiment Scoring. CustifyAI is also always aware of how your accounts are doing. It can analyze and track sentiment scores, churn risk, and SWOTs in real time and alert you of any issues before they get escalated. To help you act, CustifyAI can also suggest follow-up tasks, summarize conversations, and recommend follow-ups.
Conversational AI Assistant. One of the best parts about CustifyAI is you can talk to it directly on Slack or in your Custify dashboard. It knows what’s happening with your customers at all times and can act as an assistant to your daily CS tasks. You can ask CustifyAI for MRR insights, customer data, and more!
5. Which Platform Has the Best Implementation and Services: Totango or Custify?
While Totango’s implementation can be quick thanks to their SuccessBLOCs, it can get overlong, particularly for complex use cases that require native integrations. Custify offers extensive integrations and provides concierge onboarding services that help customers get up and running quickly with minimal hassle.
Totango Implementation and Services
Totango’s implementation has been criticized for being sluggish and overly tedious, mainly because of the lack of native integrations. While enterprise customers take longer to implement, they’re also a focus for Totango as their platform specifically tries to cater to large organizations.
Custify Implementation and Services
Custify’s implementation can be done in just one week, but that period can extend depending on account specifics. However, on average, companies begin to see results within 3 weeks post-Custify implementation.
Thanks to our concierge onboarding, the process rarely feels like a drag. Our dedicated CSMs help customers with everything they need to get started (from integrations to account setup and best practices). As CS professionals ourselves, we also offer training, set up goals, and help your team grow.
Standout Features: Totango vs Custify
1. Totango | A platform geared towards high-touch enterprises
While Totango’s platform can be quite easy to use thanks to its SuccessBLOCs, it truly caters mostly towards enterprises or large-scale organizations using a high-touch customer engagement model. This is reinforced by their pricing which is known to be out of the range of most SMBs.
2. Custify | Best balance of guided onboarding plus flexible automation and portals
Concierge onboarding. Our most prized advantage is our tailored, white-glove onboarding that we offer to any new account, large or small. Our CSMs guide users through setup and implementation one step at a time. Furthermore, our experience implementing Custify for similar businesses is extensive, as we mostly attract customers with complex use cases that need an ally more than a platform. Lucky that we offer both: an ally and one of the best customer success platforms available.
Unbeatable Automation. Custify features one of the best automation engines in CS. You can trigger playbooks based on a wide range of customer signals. Through automation, you can send messages, create or update tasks, trigger other automation flows, and notify your CSMs of critical points in your customers’ journeys. You can also now use prompts to generate automation flows (playbooks) using AI, allowing you to spend more time with customers and less time designing automations.
Summary: When to Choose Totango or Custify
Why high-touch enterprise teams choose Totango
Need advanced implementation for high-touch customers → Totango
Totango is a customer success platform more geared towards high-touch enterprise model of customer success. Their SuccessBLOCs make implementation easy, provided you don’t require many native integrations.
Why SMBs and enterprises choose Custify
Need guided setup, flexible automation, portals, and fair costs → Custify
Most SMBs have complex use cases that require advanced setup and an extensive list of native integrations. Custify is an excellent customer success software that offers both. Through our guided onboarding, we help customers get to value faster than other CSPs, with all the data necessary to get the right insights at the right time. So, whichever your use case and whatever your company size, a Custify CSM will be able to help you!
Why choose Custify over Totango
Get a platform that adapts with you, with fully guided implementation, advanced AI agents, and outcome-focused customer portals.
FAQs about Totango and Custify
What customers say about Custify
A better experience for your customers, fewer headaches for your team. You'll be set up in minutes.
Custify helps us to identify upsell opportunities and churn risks very quickly. We now have better retention and a higher customer lifetime value. If you're looking for a CS tool, this is an easy decision.
Custify helps our success team to strategically manage our customers' life cycle. We can now instantly identify churn risks and use a data driven approach to onboarding, product adoption and health scoring. Custify is a no brainer for subscription businesses.
We saw ourselves reflected in Custify. Two small companies trying to really disrupt an industry and try to do something different. We were just excited to work with a company like that.
Custify helped us integrate their customer success management solution within weeks. We've gained a 360 degree view of our clients & it has allowed us to improve our customer focus and further refine our CS strategy. Their solution is scalable, easy to deploy and very user friendly.
If you're going to integrate a brand new tool into your day-to-day operations, you want to make sure that the people behind the tool are the ones with whom you see yourself doing business for a number of years. We felt safe investing in Custify because we know that they care about the product and its functionality & performance.
We've watched NRR grow steadily a lot over the past year, as we've doubled down on our customer usage, without increasing headcount. 90% of what we built is either an automated sort of email connection or automated task reminders.
Our SaaS is quite complex and offers multiple integrated solutions. Even in this scenario, Custify has proven to be a great tool. Our CSMs get a holistic 360 view of each customer and their interactions. On top of this, their support exceeded all our expectations.
Since using Custify we could manage more customers per CSM and we could identify customers that needed our attention. It allowed us to be more proactive on a daily basis and automate manual tasks. The process became really streamlined and it helped us become better for our customers.
Custify freed up more time for our team to focus on the parts of the job that they enjoy and remove the manual tasks and the things that they don't particularly like doing quite as much.
We use Custify to reduce unwanted customer churn. The setup was fast and easy for our tech team. Now our Customer Success Team can't live without Custify anymore.
We feared that the integration would wind up taking a lot of developer time, but we finished in less than half a day thanks to Custify's concierge onboarding.
The most important aspect of working with Custify is that they are very keen to hear and act on customer feedback. Dialogue is key - new product releases often have features that are useful to us. Their CSMs, proactively reach out once feedback that was important for us, has been implemented.
Custify's easy integration and native compatibility with platforms like Intercom and Hubspot streamlined our data centralization. Segmenting customers for targeted automated communications has been a game-changer.
Custify transformed our approach, consolidating information from scattered sheets to one efficient hub with insightful dashboards and dynamic health scores. Thanks to its integration capabilities, our team is now faster, more productive, and closely connected with our clients.
Custify's standout features, the flexible calculated metrics and the visual playbook builder, enable our data-driven company to extract meaningful insights from our customer data. It provides a comprehensive view of our Customer Success impact, from broad overviews to detailed individual customer analyses. With real-time notifications on upsell opportunities and actionable insights for both our Sales and Product teams, Custify is an essential tool for informed decision-making.
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Utilizing Custify, we've seen a significant increase in tool adoption, underscoring the value of health scores. The ability to instantly assess a company's performance and track user engagement trends has greatly empowered our customer success team. This has shifted their focus towards enhancing customer experiences, leading to higher engagement and referrals. Essentially, health scores have been pivotal in our strategy to understand and support our customers more effectively.
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Since integrating Custify, we've consistently exceeded our core KPIs, improved our retention rate and boosted our upsell revenue by 25 to 35% monthly. Coming into this role after Custify was onboarded, I've seen firsthand how much easier it is to manage these critical metrics. It's a game changer that supports my growth as a customer success manager, allowing me to focus effectively on our clients and drive our company's success forward.
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Before Custify, I juggled multiple platforms and tasks, struggling to keep track of everything. Now, everything is centralized, and I can focus on our customers without getting lost in mundane work. We've become more efficient, and our ability to engage and support our customers has greatly improved.
Without Custify, we would be completely blind-sided. It has brought all our customer data into one platform and automated key processes, allowing us to focus on what really matters—driving customer success. Thanks to the real-time alerts and insights, we increased our expansion MRR by 43% and reduced churn significantly. The time savings alone have been invaluable for our lean team.
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When we started with Custify, we had been using another platform that was too complex and required a lot of technical effort to maintain. Custify made everything simpler—centralizing our data, improving our NPS by 20%, and automating workflows, which saved us about 15 hours each month. With Custify it's easy to streamline your processes and focus more on customers.
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Custify has been a game-changer for us. Before, we were duct-taping solutions together, but now, with real-time insights and a holistic approach to customer data, we've significantly boosted customer satisfaction and made well-informed, data-driven decisions. This shift to proactive management has helped us reduce churn and better support our customers' success.
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Custify helped us shift from firefighters to a consultative team, without needing to hire more people.
The creation of our global health score process was definitely a milestone. We see Custify as a partnership rather than something we were sold and had to figure out on our own. That support has been what's made this successful for us.
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