Customer Success is at a crossroads. But it takes a bold leader to redefine the path forward.
Totango has been recognized as a Leader in The Forrester Wave™: Customer Success Platforms, Q4 2025 — earning the highest Strategy category score of 4.5 out of 5.
The Forrester report noted: “Totango offers a clear vision centered on customer-led growth, with a focus on value realization as the guiding principle.... Strong innovation focuses on AI-powered product development and post-Sale revenue intelligence. Its differentiated pricing model is based on revenue under management rather than seats or users, reinforcing its customer-first approach.”
To us, this recognition is more than just an acknowledgment. It’s about charting a course that changes how enterprises grow and retain their customers.
Totango received the highest scores possible in criteria within the Strategy category, including Vision, Innovation, Roadmap, and Pricing Flexibility & Transparency. Here’s our take on the 4 defining characteristics of a Leader shaping what’s next for Customer Success.
1. Vision: Value is the North Star
Customer Success is no longer about fuzzy feel-good metrics defined by meetings, NPS scores, or vague sentiment about relationship management. The #1 factor in determining if a customer stays a customer is whether they believe they received value. Totango puts measurable outcomes at the center of its Value Realization Methodology, ensuring customers can define, achieve, and prove value realization.
Our CLG methodology is the foundation of our company. It guides how we educate our customers and informs what we build next. It’s made up of four stages:
- Align: Define customer outcomes through Value-Level Agreements (VLAs) that establish accountability between vendor and customer from the start.
- Activate: Enable the minimum viable path to realizing value with templates, automation, and guided workflows.
- Prove Value: Track and surface objective progress through dashboards, reporting, and collaborative customer portals.
- Grow: Earn the right to expand by proving value delivered, nurturing new opportunities, and forecasting revenue with precision.
2. Innovation: Serve Outcomes, Not Activity
The market doesn’t reward more dashboards. It rewards results. We believe that post-sale technology providers must switch the dynamic from endless CTAs and activity tracking to placing value at the center of everything a post-Sales team does. If an action doesn’t advance a customer towards value, should it be prioritized? We don’t think so.
According to the Forrester report, “AI-driven recommendations of next best actions help teams stay proactive and aligned across the customer journey.” This functionality, combined with revenue intelligence, enables post-sales teams to scale intelligently and focus human effort where it matters most.
3. Roadmap: Pave the Way with AI and Accountability
Strategy without execution is just noise. Forrester’s evaluation recognized Totango’s roadmap as “specific and milestone-driven, and it includes value-level agreements intended to align vendor and customer outcomes.” For us, that means customers don’t just buy our software — they buy into a value methodology, a customer-led growth system, and a path forward that holds everyone accountable to results.
4. Pricing: Customer-First Economics
Unlike legacy volume-based pricing models based on seats or licenses, Totango’s approach is different: pricing tied to Contract Value Under Management (CVUM). This break from the norm was acknowledged as a “differentiated pricing model based on revenue under management rather than seats or users, reinforcing its customer-first approach.”
Our approach aligns Totango’s growth directly with customer outcomes. If our customers win, we win. It’s not just a business model, it’s a methodology and a strategy. And we happen to build purpose-built technology to support a company’s transformation to customer-led growth.
Learn how Totango can help your business put revenue on repeat. Book a demo with us.
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here .
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