If Amity is still on your customer success shortlist for 2026, take it off. The CS product sold under the Amity name is no longer a going concern: review directories now catalog it as "Get Amity (discontinued)," and the vendor's former domain, getamity.com, does not resolve in DNS at all when queried today. Any comparison guide that still stages Amity as a live head-to-head rival to Gainsight and Totango is working from data that is years stale.
That leaves a genuine two-horse race at the top of the market, with a credible second tier behind it. Here is what the current evidence actually supports.
Amity: discontinued, not merely unpopular
Amity was a real product with real customers. It pitched itself on sensing shifts in customer health, recommending the next action, and measuring whether that action worked — a reasonable articulation of the category circa 2016. But its TrustRadius profile is now explicitly labeled discontinued, its review corpus has not meaningfully refreshed, and the marketing site is gone rather than merely neglected. A dead DNS record is about as unambiguous a signal as procurement diligence ever gets.
One wrinkle keeps this zombie alive in search results: an unrelated software company also trades under the Amity name and publishes active documentation and product announcements. Some directories appear to have merged the two records, which is likely how "Amity" keeps surfacing in 2026 listicles. They are not the same company, and the newer one does not sell a customer success management platform. If a vendor comparison cannot distinguish them, treat the rest of its research the same way.
What the Forrester Wave found in Q4 2025
The most recent independent read on this category is The Forrester Wave: Customer Success Platforms, Q4 2025. Both Gainsight and Totango were named Leaders. ChurnZero was included in the same evaluation. Forrester framed the market around three themes: value as the metric that matters, collaboration as core to execution, and AI as the enabler of intelligent scale.
That framing matters more than the graphic. The category has stopped being about dashboards that display a health score and started being about whether the system can actually route work across CS, sales, and support — and whether it can do so without a headcount increase.
Gainsight: depth, agents, and enterprise gravity
Gainsight remains the incumbent. Vista Equity Partners took a majority stake in November 2020 in a deal valuing the company at $1.1 billion, and the company reports more than 2,000 customers today. It acquired Staircase AI in 2024, folding conversation and relationship intelligence — signals pulled from email, meetings, Slack, and tickets rather than from CSM data entry — into its core.
That bet has since become the product strategy. At Pulse in May 2026, Gainsight announced an agentic stack for customer retention: Agent Studio, a workspace for building AI workflows in plain language with governance attached; expanded Model Context Protocol support so assistants like Claude, ChatGPT, and Copilot can query live Gainsight data; and a Gainsight CLI slated for summer 2026. Pre-built agents include the Staircase Handoff Analyst, which extracts deal history, stakeholders, and customer goals from sales conversations, plus Risk and Expansion Analysts that surface churn and upsell signals across the book. The company says customers have already run more than 175,000 tool calls and 96,000 queries against Gainsight data.
CEO Nick Mehta summarized the posture as "the power of and — build and buy," arguing that customers want a foundation that handles "the boring but critical stuff." Forrester's Q4 2025 evaluation credited Gainsight specifically on identifying expansion opportunities, CRM-embedded widgets, and enabling CS-sales collaboration on success plans.
Where Gainsight fits
- Enterprise and upper mid-market teams with dedicated CS ops headcount
- Organizations that want deep configurability and will staff the administration it requires
- Buyers already committed to Salesforce, given the Agentforce MCP beta integration
- Teams treating AI agents as infrastructure rather than a feature checkbox
Totango: composable journeys and revenue-based pricing
Totango's shape changed materially in February 2024, when Totango and Catalyst merged. No cash changed hands — investors rolled equity into the combined entity, backed by Great Hill Partners and led by co-CEOs Alistair Rennie and Edward Chiu. The stated logic was complementary: Catalyst's guided, flexible workflow experience paired with Totango's enterprise security, governance, and integrations. The combined base covered close to 600 organizations, including SAP, GitHub, Schneider Electric, Aircall, Braze, Fivetran, Dynatrace, and Heap.
Two years on, that integration has produced a distinct position. Totango reports earning the highest Strategy category score in the Q4 2025 Wave at 4.5 out of 5, with top marks in Vision, Innovation, Roadmap, and Pricing Flexibility and Transparency. Forrester highlighted a pricing model based on revenue under management rather than per-seat licensing — genuinely unusual in this category, and consequential if you run a large CS org against a modest ARR base, or the inverse.
Where Totango fits
- Mid-market and enterprise teams that want faster time-to-value than a long configuration cycle
- Organizations where per-seat pricing punishes the team structure they actually want
- Buyers prioritizing journey composability and next-best-action guidance
How to actually choose
Neither Leader is a default. A few decision rules hold up better than feature grids:
- Price the model, not the list. Revenue-under-management and per-seat structures diverge sharply at scale. Model both against your three-year headcount plan.
- Audit your data first. Every AI capability described above degrades to guesswork on thin product telemetry and stale CRM records.
- Ask what the agents do when they are wrong. Governance and human review paths matter more than raw agent count.
- Verify vendor liveness yourself. Pull up the domain. Check the date on the last press release. The Amity lesson cost somebody a migration.
ChurnZero and ClientSuccess remain reasonable evaluations for smaller teams, and Gainsight's Staircase line is available to organizations that want conversation intelligence without the full platform commitment. But the head-to-head that matters in 2026 is Gainsight against Totango — and Amity is not the third contender. It is the cautionary tale.