# Totango vs Hook: the customer success software fight

> Customer success software is being rebuilt around AI. Totango - now merged with Catalyst and backed by Great Hill Partners - represents the consolidation of the classic health-score, playbook-driven platform aimed at unseating Gainsight. Hook, a London startup founded by Firaas Rashid and backed by Lightspeed, LocalGlobe and Balderton, is building AI agents like Echo that listen to customer conversations and predict churn months before renewal. The contrast maps a category deciding whether retention revenue belongs to dashboards or to agents.

## Achievements

- Totango: nearly 600 organizations globally trust Totango and Catalyst platforms after the merger.
- Totango: known for SuccessBLOCs (pre-built CS program templates) and account-level health scoring.
- Hook: reports 90%+ churn-risk prediction accuracy by combining conversation signals with product usage data.
- Hook: Echo agent claims to spot risk up to six months before renewal.
- Hook founder Firaas Rashid scaled AppDynamics from $170M to $550M ARR in two years before starting Hook.

## Latest updates

- **2024-02** — Totango and Catalyst merge under the Totango name, led by co-CEOs Alistair Rennie and Edward Chiu.
- **2025-01** — Hook expands its mission around human-centric AI, positioning Echo as an always-on agent for CS teams.

## Links

- Website: https://www.totango.com
- LinkedIn: https://www.linkedin.com/company/totango

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Published by YesPress — https://yespress.io
Last updated: 2026-08-07