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
We’re on a mission to help companies protect and grow their revenue by aligning software, strategy, and insights around what truly matters - customer outcomes. As a Customer Success Manager, you won’t just manage accounts - you’ll help customers realize their business goals and become an extension of their strategic planning team. Think of yourself as a partner in value - not a point of contact.
This is not a traditional CSM role. You’ll be embedded in your customers’ strategic conversations, helping connect the dots between their initiatives and how our platform supports them. You’ll also need to balance scale and strategy - supporting a broader portfolio while still delivering meaningful, outcome-based engagements.
What you'll do
- Own Value Strategy: Create, drive, and continuously update strategic success plans aligned with customer goals and business outcomes.
- Facilitate Strategic Conversations: Lead regular executive check-ins and planning sessions focused on ROI, KPIs, and long-term impact.
- Challenge with Confidence: Confidently guide customers back on course when proposed actions don’t align with their stated goals.
- Measure and Report Outcomes: Define value milestones and report on progress using both qualitative insights and quantitative data.
- Drive Adoption Through Outcomes: Partner with Solution Engineers and Product teams to ensure the platform is configured to drive goal attainment.
- Identify Expansion Opportunities: Uncover opportunities to grow the relationship by tying product capabilities to strategic impact.
- Act as a Voice of the Customer: Represent customer needs internally to influence roadmap, services, and support strategy.
- Support Renewal Readiness: Ensure that customer value is documented and evident ahead of renewal discussions—making renewals a formality, not a surprise.
You Bring:
- 4–8 years of experience in Customer Success, Value Consulting, Business Strategy, or Management Consulting (SaaS preferred)
- Proven ability to drive business outcomes and articulate value in strategic, executive-level discussions
- Confident in managing a larger portfolio of customers while maintaining a high standard of strategic engagement
- Hands on experience with Totango or similar Customer Success platforms
- Strong business acumen and the ability to connect product capabilities with business goals
- Exceptional communication, storytelling, and facilitation skills
- Data-savvy mindset with comfort analyzing usage, performance, and business metrics
- Collaborative spirit with experience working across cross-functional teams (Product, SE, CSE, Sales)
Bonus if you have:
- Experience in customer growth platforms or CRM/data integration environment
- Exposure to sales-led or value-based customer success methodologies
Why You’ll Love Working Here!
- Big company brand with start-up culture and values
- Remote first company - work where you are most productive!
- Highly competitive compensation package, including equity
- Comprehensive benefits in medical, dental, & vision insurance coverage for you & your loved ones from Day 1
- Open vacation policy, encouraging you to take the time you need
- High visibility and impact across the whole company
Your base pay is one part of your total compensation package and is determined within a range. The salary range for this role is from $80,000.00 CAD - $110,000.00 CAD per year. This role is eligible for a variable compensation when quotas and metrics are met.
We take into account numerous factors in deciding on compensation, such as experience, job-related skills, relevant education or training, and other business and organizational requirements. The salary range provided corresponds to the level at which this position has been defined.
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. Diversity is more than just good intentions; we are committed to creating an inclusive environment for all employees