Case Study: Teamwork achieves 360° customer visibility and scalable growth with Totango

Why Teamwork made the switch from ChurnZero to Totango

Teamwork, an enterprise SaaS company, was struggling with high churn, weak renewal rates, and difficulty scaling customer success as its account base grew. After using ChurnZero and earlier manual spreadsheets/CRM processes, the team needed a more digital-first way to manage customer engagement, standardize CS workflows, and improve visibility into customer health.

Teamwork switched to Totango to build a scalable customer journey using SuccessBLOCs, Campaign Designer, dynamic assignment, and automated health scoring. Totango helped Teamwork launch one-to-many engagement programs without adding headcount, improve CSM onboarding and efficiency, and gain 360-degree visibility into adoption, usability, and health. The measurable impact was the ability to support roughly 20K accounts today and prepare to scale to 40K–80K+ accounts while maintaining consistent, more efficient customer success operations.

Teamwork

Brian Merritt

CCO