Implementation Manager, Totango
CA$110-130k
Customer success platform
Posted today
Customer success platform
101-200 employees
Posted today
CA$110-130k
101-200 employees
Company mission
To help businesses grow by investing in their customers.
Role
Who you are
- 5–8+ years in Implementation, Customer Onboarding, Professional Services, or Project Management within a B2B SaaS environment
- 1–3+ years of people leadership experience OR clearly demonstrated capability to lead as a player-coach (mentoring peers, driving process creation, leading initiatives)
- Proven success managing technical implementations involving data integrations, configuration, and workflow design
- Prior experience working with CRMs, CSPs, analytics tools, cloud data warehouses, or ticketing systems is highly valuable
- Experience delivering multiple concurrent projects and working directly with mid-market or enterprise customers
- Logic based thinking—able to connect the dots between complex ideas and processes
- Exceptional communication skills—able to articulate with confidence and translate technical concepts into accessible guidance of those complex ideas and processes
- Focused on continuously improving operational efficiencies and documenting process
- Highly organized with strong project management instincts and the ability to juggle multiple customer timelines
- Comfortable working independently and building structure where none exists
- Customer-obsessed with a strong sense of ownership and commitment to delivering value quickly as well as collaboration obsessed in working cross-functionally
- Fluent in English
What the job involves
- We require a strategic-thinking, solution-forward hands-on Implementation Manager (Activation Manager as we call them here)
- To start, you will lead customer activations and re-activations directly while building the foundation for a scalable activation function
- You will partner closely with Success Engineers and cross-functional teams to deliver world class activation experiences with a focus on initial time-to-value within 45 days
- At Totango, Activation comes after Alignment. Alignment is where Growth and Value Partners (think sales and customer success) align with the customer on the value they are looking to achieve
- In activation, we translate the value alignment into an activation process that gets the customer to ‘first value’. As this function grows, you will take on hiring, mentoring, and developing a high-performing team
- Lead and manage multiple customer activations simultaneously, ensuring exceptional customer experience, and first value achieved
- Take a value agreement and translate it into an activation plan that will require data integrations (supported by Data Partners), configuration, and training of the customer
- These activation plans will clearly outline scope, phasing, milestones, and task ownership
- Align with Value Partners (post-activation teams) on what has been configured towards the goals in the value agreement and what the customer will still need to work on to achieve their values
- Deliver product training, guide customers through best practices, and ensure they can confidently use Totango to achieve their strategic goals
- Partner with Success Engineers to troubleshoot data flows, integrations, and technical challenges
- Act as the primary customer-facing expert during activation, building trust and driving momentum toward go-live
- Build and scale the Activation team. Hiring Activation Partners (think Implementation Specialists)
- Develop activation frameworks, methodologies, process documentation, and internal enablement materials
- Establish KPIs and reporting to measure activation efficiency, quality, and customer outcomes
- Serve as an escalation point for complex or high-impact activation issues
- Collaborate cross-functionally with Product, Engineering, Growth (sales), and Value (customer success) to ensure alignment, surface customer feedback, and influence roadmap decisions
- Success in This Role Looks Like:
- Customers experience a consistent, structured, and high-value activation process
- Time-to-value is consistent within 45 days
- Robust activation frameworks and documentation are in place
- A strong activation team is hired, trained, and operating effectively
- You are seen as both a trusted advisor to customers and a strategic leader internally
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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