Comparison
Gainsight vs Totango
The leading customer success platforms for B2B SaaS. Comprehensive enterprise vs flexible mid-market solutions.
| Feature | Gainsight | Totango |
|---|---|---|
| Best For | Enterprise CS teams | Mid-market CS teams |
| Pricing | Custom (premium) | Custom (competitive) |
| Health Scoring | Advanced | Strong |
| Playbooks | Extensive | Good |
| Implementation | Complex, longer | Faster |
| Customization | Extensive | Good |
| Learning Curve | Steeper | More intuitive |
| Free Tier | No | Yes (Spark) |
Customer Success Platforms Compared
Gainsight and Totango are the two most established customer success platforms for B2B SaaS. Both help CS teams manage customer health, automate workflows, and drive retention and expansion - but they target different market segments.
Gainsight: The Enterprise Standard
- Comprehensive Feature Set: Health scoring, playbooks, journey orchestration, expansion management, QBR tools, and more.
- Deep Customization: Build complex health scores and workflows tailored to your business.
- Enterprise Scale: Handles large customer bases and complex organizational structures.
- Product Experience: Gainsight PX for in-app engagement and analytics.
- Community: Strong customer community and extensive resources.
Totango: Flexible and Accessible
- SuccessBLOCs: Pre-built modules for common CS use cases, speeding implementation.
- Free Tier (Spark): Start using Totango at no cost for smaller teams.
- Faster Implementation: Generally quicker to deploy than Gainsight.
- Modern UX: Clean, intuitive interface.
- Good Value: Competitive pricing for the features provided.
Key Differences for B2B SaaS
Company Size: Gainsight shines with 50+ person CS teams and thousands of customers. Totango is excellent for 5-50 person CS teams in growing companies.
Implementation Investment: Gainsight implementations can take months and often require dedicated resources. Totango can be productive in weeks.
Cost: Gainsight is premium-priced. Totango offers better value for mid-market budgets, plus a free tier to start.
Integration with Email Marketing
Your CS platform should connect to your email marketing for coordinated customer communication. When Sequenzy handles lifecycle email and your CS platform manages health scores:
- Health score changes trigger appropriate email sequences
- At-risk customers receive proactive outreach
- Expansion-ready customers get upsell campaigns
- Onboarding progress drives follow-up emails
Our Recommendation
For enterprise B2B SaaS with large CS teams and complex needs, Gainsight provides unmatched depth. For growing SaaS companies with mid-market CS operations, Totango offers excellent value and faster time-to-value. Both integrate well with the broader B2B SaaS stack.