Totango vs Gainsight

For Customer Success and post-sales professionals, managing accounts without a dedicated Customer Success Platform often means dealing with challenges like:

• Scattered data across multiple tools
  
  
• Relying on spreadsheets and manual tracking
  
  
• Missed renewal and expansion opportunities
  
  
• Limited visibility into customer health
  
  
• Difficulty showing impact to leadership
  
  

To solve these problems, many teams turn to platforms like Totango and Gainsight. And now, more modern options like Velaris bring AI, automation, and simpler setup into the picture.

Let’s compare Totango and Gainsight, while also showing how Velaris stacks up as an alternative.

Comparing Totango vs Gainsight vs Velaris

*Exact pricing varies by vendor and contract structure.

Platform overviews

Totango

Totango is built around a modular structure, offering different products that teams can combine based on their needs. It’s known for its customer journey mapping and prebuilt templates that help standardize workflows. While flexible, Totango can feel fragmented at times and may require significant setup to get the most out of it. It’s often a fit for mid-market or enterprise teams that have the resources to configure and maintain the system.

Gainsight

Gainsight is one of the most established names in Customer Success software. It provides a very robust feature set, including advanced reporting, playbooks, and customer health scoring. That said, Gainsight is also known for its complexity and cost — it typically requires a dedicated operations team to manage. For large enterprises with complex needs and big budgets, it’s a strong option. For smaller teams, the overhead can be a barrier.

Velaris

Velaris represents a more forward thinking approach to Customer Success. It’s an AI-first platform designed to give teams deep visibility into accounts while automating repetitive tasks. With 70+ integrations, simple setup, and built-in predictive insights, Velaris focuses on efficiency and usability. It’s particularly well-suited for mid-market and enterprise teams that want the power of automation and analytics without the heavy admin burden that comes with legacy platforms.

Velaris’ AI tools include:

• Account Intelligence Headlines: Anyone on your team can now instantly understand what’s going on with an account with high-level headline summaries of what happened in the last quarter.
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• Conversation Analysis: Receive analyses of your customer calls with a full breakdown of risks, opportunities, action items and a ready-to-share summary that you can send to customers
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• AI Pulse: Generates a sentiment score based on conversations that can be included in your overall health scores.
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• Slack summaries: Get the TL;DR of all your Slack conversations with customers without needing to dig through threads.
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• Trending Topics: Identify recurring themes in tickets,emails and messages from customers.
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• (Upcoming) Data Analysis Chatbot: Ask it anything you need to know about your customers and receive immediate answers.
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• (Upcoming) Task Assistance: Automatically identifies action-items from communications and populates them in your task manager

Want to see how it works? Book a demo here.

Feature comparison

Data consolidation and visibility

• Totango: Offers modular tools for journey mapping and segmentation, but data can feel spread out across modules. Integrations are available but may require effort to configure.
  
  
• Gainsight: Strong integrations with CRMs and enterprise systems, plus advanced dashboards. However, syncing data in real time can be complex and often needs admin oversight.
  
  
• Velaris: Centralizes data from all your systems into a single view. Designed for real-time visibility with AI features such as account summaries, Slack summaries and meeting analysis, making it easier for teams to see the full customer picture. Supports 70+ integrations and deep customization.

Customer health and analytics

• Totango: Provides customer health scoring and reporting, but customization can take time. Analytics are solid once configured.
  
  
• Gainsight: Known for its detailed analytics and reporting capabilities, including customizable health scoring. Powerful, but often requires dedicated resources to maintain.
  
  
• Velaris: Includes AI-driven health scores and predictive analytics out of the box. Designed to reduce manual setup while helping teams identify risks and opportunities early. One advantage of Velaris is that it can analyze both quantitative and qualitative data. By analyzing customer comms in tickets, emails and messages, Velaris can report on recurring themes and patterns in them.

Digital Customer Success and automation

• Totango: Offers playbooks and journey-based automation. Good for structuring repeatable workflows, though it may require manual fine-tuning.
  
  
• Gainsight: Provides robust playbooks, journey orchestration, and digital communication tools. Strong but complex to configure.
  
  
• Velaris: Uses a visual automation builder and AI tools to automate routine tasks, and personalize outreach at scale. Built to reduce manual admin work while scaling CS impact.
  
  

Project and task management

• Totango: Basic task management tied to its modular tools, with limited flexibility for broader project needs.
  
  
• Gainsight: Includes task management features, but they are often secondary to its broader CS functionality. Can be overwhelming for simple project tracking.
  
  
• Velaris: Provides built-in project and task management with collaborative dashboards. Designed to help teams coordinate renewals, onboarding, and success plans in one place. An upcoming AI feature will automatically detect action items found in communications and populate them in your task manager.

Other considerations

Ease of use

• Totango: Offers prebuilt templates to simplify setup, but its modular design can feel fragmented. Some learning curve is expected.
  
  
• Gainsight: Feature-rich but complex. Most teams need a dedicated admin or ops team to manage day-to-day tasks.
  
  
• Velaris: Prioritizes simplicity with intuitive dashboards and automation. Designed to reduce admin overhead and get teams up and running quickly.
  

Scalability

• Totango: Scales with additional modules, though this can create complexity as you grow.
  
  
• Gainsight: Built for enterprise scale, capable of handling complex data structures and large teams. Best suited for organizations with significant resources.
  
  
• Velaris: Scales with mid-market and enterprise teams by combining AI, automation, and integrations, without requiring heavy customization.
  

Integrations

• Totango: Provides integrations with major CRMs and tools, but setup can be manual and require ongoing maintenance.
  
  
• Gainsight: Strong enterprise integrations with systems like Salesforce, but syncing and customization often need technical expertise.
  
  
• Velaris: Offers 70+ integrations with real-time sync, aiming to make setup easier and reduce silos.
  

Support

• Totango: Provides documentation and customer support, though users sometimes note delays for complex issues.
  
  
• Gainsight: Offers enterprise-grade support and community resources, but navigating them can take time.
  
  
• Velaris: Emphasizes a hands-on approach with personalized onboarding and responsive support tailored for CS teams. Dedicated CSM and Slack channel offered to all customers, regardless of company size.

AI Innovation

• Both Totango and Gainsight have rolled out AI products by means of acquisition. However, these products are not part of their core Customer Success offering and need to be purchased separately.
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• Velaris is an AI-first platform that has built AI into the foundations of their core offering. For Customer Success teams, this translates into AI that feels seamless, actionable, and accessible without needing to buy extra products or manage disconnected tools.

To see how Velaris’ AI can help your workflows, book a demo here.

Choosing the right platform

Who should pick Totango

Totango is best for teams that want flexibility and are comfortable managing a modular system. If you have the resources to configure workflows and maintain multiple product suites, Totango can provide strong journey management and automation options.

Who should pick Gainsight

Gainsight is the right fit for large enterprises with complex data structures and big Customer Success teams. If you can dedicate an operations function to managing the platform and have the budget for premium enterprise software, Gainsight’s robust feature set and analytics can deliver value.

Who should consider Velaris

Velaris is designed for mid-market and enterprise teams that want advanced capabilities without heavy admin overhead. If you need AI-driven insights, automation, and deep visibility but also want an intuitive, easy-to-manage platform, Velaris offers a strong alternative. You can dive deeper into Velaris’ functionality by booking a personalized demo here.

Final note

The “best” platform depends on your team’s size, resources, and goals. What works for a global enterprise may not suit a leaner CS team, and vice versa. The key is to choose a solution that supports your current needs while leaving room to grow.

Conclusion

Totango, Gainsight, and Velaris each bring different strengths to the table. Totango offers modular flexibility, Gainsight delivers enterprise-grade depth, and Velaris provides an AI-driven alternative designed for visibility and efficiency.

The right choice depends on your team’s goals, data structure, and the resources you have to manage a platform. What works for one organization may not be the best fit for another.

If you’re looking for an AI-driven platform that balances power with ease of use, book a demo with Velaris.

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