Customer Success Manager, Totango
CA$80-110k
+ Equity + Variable compensation when quotas and metrics are met
Customer success platform
Open for applications
Customer success platform
101-200 employees
Open for applications
CA$80-110k
+ Equity + Variable compensation when quotas and metrics are met
101-200 employees
Company mission
To help businesses grow by investing in their customers.
Role
Who you are
- 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)
Desirable
- Experience in customer growth platforms or CRM/data integration environment
- Exposure to sales-led or value-based customer success methodologies
What the job involves
- 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
Our take
Building customer journeys is crucial for companies to improve revenue performance and build client bases. However, many of the tools available for journey mapping, designing and building are separate, meaning that the operations are siloed and work is too slow to build revenue and customer engagement momentum.
Totango is a leading customer growth and success solutions provider that merges many of the operations within the sector into one platform. Its tools provide businesses with customer data analysis, revenue growth, business scaling, and market strategy solutions through the adoption of AI and automation.
Totango’s merger with customer growth platform Catalyst in 2024 expanded the company’s remit, and it was bolstered even more by acquiring Parative AI later that year. These two partnerships add customer growth analysis and churn intelligence to the suite available at Totango, ultimately creating an all-in-one solution for customer success. With massive clients such as Github citing 130% net revenue retention increases and a market presence across 25 states and 6 countries, Totango has firmly secured its top position in the customer growth sector through recent expansion and savvy partnerships.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Sep 2021
$100m
SERIES D
Feb 2018
$9m
LATE VC
Total funding: $136.9m
Company benefits
- Flexible PTO
- Employee equity
- Learning & development
- Remote first, hybrid friendly
- 401(k) with employer matching
- Team celebrations
- Generous parental leave
- Comprehensive health & wellness plans
Company values
- Curious - We’re ignited by the spark of curiosity that kickstarts innovation. We encourage a culture of ongoing learning and exploration so we can find new opportunities, learn from what we do, and move forward with fresh insights
- Collaborative - We’re all about “we,” not “me.” We tap into the unique strengths and perspectives of everyone. Working as “one team” is how we achieve more together
- Competitive - We’re fueled by a healthy competitive spirit that helps us exceed our own expectations. We drive innovation. We lead the industry. We achieve remarkable results
- Committed - We’re totally committed to our work and customers. We tackle challenges head-on because we’re set on reaching our goals and being excellent in everything we do
- Candid - We’re brave enough to speak openly, truthfully, and kindly, even when it’s tough. Honesty and transparency build trust and help things continuously improve
Articles
Leadership
Keith Frankel
(CEO)Keith was Totango's Chief Product Officer when he became CEO. His previous positions included: CEO of Parative (acquired), CPO at Firecracker (acquired), HubSpotter (IPO), & Techstars mentor.
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