hook
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The Customer Success Stack Is Becoming a Data Trap
Totango and Hook promise sharper retention, expansion and portfolio focus. The consequential choice is not which dashboard looks smarter, but where customer truth lives when the contract ends.
Customer Success Software Stopped Advising and Started Doing
For a decade, tools like Pendo and Userlane told humans which accounts to save. Now Hook, Velaris and Cast are shipping the agents that do the saving, and the whole category is quietly picking a side.
Totango vs Hook and the Rewiring of Customer Success
Two companies are betting on opposite futures for customer success software - one consolidating the old dashboard playbook, the other handing the work to AI agents. Here is what the split says about where retention revenue is headed.
Gaurav Sharma
Gaurav Sharma is the founder and CEO of Hook, a New York-based AI music platform that lets fans legally remix and mash up licensed songs and share them to social feeds while artists and rights holders keep control and get paid. A Johns Hopkins and Peabody Conservatory-trained musician turned operator, he previously helped scale India's JioSaavn to hundreds of millions of listeners and built and sold two consumer-tech startups. In 2026 Hook closed a $10 million Series A led by Khosla Ventures, bringing total funding to roughly $16 million.