About Totango

At Totango, we’re on a mission to help businesses grow by investing in their customers. Totango’s Customer Growth Platform is centered around the entire customer journey by providing a single source of truth for insights, health monitoring, cross-functional collaboration, and workflow automations. Join us on our mission to help businesses thrive!

About the role

As the Customer Success Manager, you will focus on supporting our Enterprise-grade customer base. In this role, you will take the lead in all proactive post-implementation activities, with responsibilities including:

• Be a world-class CSM for your portfolio of customers by possessing a deep understanding of Customer Success concepts, best practices, and execution strategies
• Ensuring your customers are continuously gaining business value from our platform using a combination of personal touch, digital communications, and self-serve resources where applicable
• Drive the achievement of business outcomes and goals in collaboration with your customers to increase the value Totango delivers to their organization.
• Advocate for your customers, delivering value throughout the entire lifecycle of their engagement with our platform
• Collaborate seamlessly with sales, success engineers, implementation managers, and other internal stakeholders to ensure consistent and valuable communication
• Be a thought leader and Totango advocate in customer interactions, industry and corporate events, and online in both customer-facing and internal communications
• Possesses the ability to interface with C-level executives to drive program strategy and ROI

What you'll need to succeed

• 5+ years of relevant work experience in customer-facing customer success or account management role managing a book of business < 30 Enterprise-grade SaaS accounts
• Customer Success Platform experience is a prerequisite. Totango Experience is highly desirable
• Customer journey mapping is a plus
• Exhibit strong organizational skills, problem-solving abilities, and a robust analytical mindset
• Effectively multitask, adapt to swift priorities, and demonstrate adept time management in a fast-paced environment
• Driven, Self-motivation, proactive team player
• Demonstrate engaging customer-facing presentation skills
• Cultivate and advocate for positive relationships with both customers and peers, emphasizing a collaborative "we" mindset over an individualistic "I" approach
• Approach challenges with a solution-oriented mindset
• Proven track record in delivering great value to your customers
• Diplomacy, tact, resilience, and poise when working through customer issues and escalations
• Bachelor's Degree or higher in a related field

Why you'll love working here!

• Remote First! We have team members all over the world
• Competitive compensation package, including equity - everyone has a stake in our growth
• Comprehensive benefits, including up to 95% paid medical, dental, & vision insurance plus coverage options for your loved ones 
• Open vacation policy, encouraging you to take the time you need - we trust you to strike the right balance between work and life!
• Mental Health Days throughout the year so you can relax, and do your work as your best self

Salary information: The estimated base salary range for this position is $110,000 to $135,000 USD or $100,000 to $130,000 CAD. Additionally, we offer a competitive equity package and comprehensive benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, experience, and location.

Totango is an equal opportunity employer, meaning that we do not discriminate based on race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees.