Eru vs Totango
Totango provides modular customer success workflows and health scoring. Eru aggregates data across your entire stack to surface churn signals that single-platform tools miss. Both help you retain customers—through different mechanisms.
What Totango does
Totango is a customer success platform built around composable modules called SuccessBLOCs. Each module addresses a CS workflow—onboarding, adoption, renewal, expansion—and includes pre-built health scores, segments, and playbooks.
The core value: configure health scoring dimensions within Totango, set up automation triggers, and run playbooks that guide CSMs through standardized motions. Totango integrates with CRM, billing, and product tools to ingest data, then centralizes customer management within its platform.
Totango is particularly popular with mid-market B2B SaaS companies that want structured CS workflows without the implementation overhead of enterprise platforms like Gainsight.
What Eru does differently
Eru doesn't replace your CS workflows. It solves the data problem underneath them.
Where Totango asks you to configure health scoring within its platform, Eru's AI agent connects directly to your data sources—CRM, billing, product database, support tickets, analytics—and automatically discovers how customer entities relate across all of them.
The result is health scoring that draws on cross-system signals. Not just "usage dropped" from one tool, but "usage dropped AND support sentiment turned negative AND the champion hasn't logged in for two weeks AND there's a failed payment"—correlated from four different systems without manual configuration.
Totango can do multi-source health scoring too, but it requires you to set up each integration, map fields, and maintain the scoring model. Eru discovers the model from your data.
Comparison
| Capability | Totango | Eru |
|---|---|---|
| Primary function | Customer success workflow management | Cross-system data mapping and monitoring |
| Health scoring | Configurable scores within Totango's platform | AI-discovered scores across all connected systems |
| Data sources | Integrations you configure and maintain | OAuth connections; agent discovers entity mappings |
| Multi-tool signals | Requires manual integration setup per source | Automatic cross-system signal correlation |
| Entity resolution | Manual field mapping per integration | AI-powered cross-system entity linking |
| Setup time | Weeks to configure modules and integrations | Same-day: connect sources, agent maps data |
| CS Ops requirement | Recommended for scoring and workflow maintenance | No dedicated CS Ops role needed |
| NRR forecasting | Health-informed retention planning | Billing-reconciled account-level NRR forecasts |
| Best for | Teams wanting structured CS playbooks | Teams wanting cross-system churn intelligence |
Multi-tool health scoring: the core difference
Both Eru and Totango can incorporate data from multiple sources into health scores. The difference is how.
Totango's approach
You connect integrations, map fields to Totango's data model, define scoring dimensions, and assign weights. When you add a new tool to your stack, you add a new integration and update scoring rules. The health score is only as good as your configuration.
Eru's approach
You connect data sources via OAuth. Eru's AI agent explores each source, discovers entities and relationships, and builds a knowledge graph that maps how "customer" in Stripe relates to "company" in HubSpot relates to "workspace" in your product database. Health signals emerge from this unified entity model—automatically.
When you add a seventh data source, Eru discovers its entities and incorporates relevant signals automatically. No re-configuration of scoring rules.
When to use each
Use Totango when:
- You need structured CS playbooks and workflow automation
- Your team wants pre-built SuccessBLOCs for onboarding, adoption, and renewal
- You have a CS Ops person (or plan to hire one) to maintain scoring and workflows
- You want CSM-facing tooling for day-to-day customer management
- Your health scoring needs are well-defined and stable
Use Eru when:
- You need health scoring that aggregates 6+ data sources without manual configuration
- You want to catch churn signals that span the gaps between your tools
- You don't have (or don't want to hire) a dedicated CS Ops role
- You need same-day setup, not a multi-week implementation
- You want NRR forecasts grounded in reconciled billing data
- Your stack changes frequently and you need scoring that adapts automatically
How they can work together
Totango and Eru are not mutually exclusive. They solve different layers of the retention problem.
Eru provides the intelligence layer. It connects to all your data sources, resolves customer entities across systems, and surfaces which accounts are at risk and why—with evidence from every tool in your stack.
Totango provides the action layer. Once you know which accounts need attention, Totango's playbooks guide your CSMs through the right response—standardized outreach, escalation workflows, renewal motions.
Think of it as: Eru tells you who's at risk and shows you the evidence. Totango helps your team act on it consistently.
Also compare
See churn signals your CS platform misses
Eru connects your entire stack and surfaces the compound signals that predict churn—without weeks of setup.