Customer Care Partner, Totango
$60-70k
Customer success platform
Posted today
Customer success platform
101-200 employees
Posted today
$60-70k
101-200 employees
Company mission
To help businesses grow by investing in their customers.
Role
Who you are
- At least 1 year of experience working in B2B SaaS
- Excellent written and verbal communication skills
- A collaborative mindset and experience working cross-functionally (Product, Sales Engineering, CSMs, etc.)
- A strong sense of ownership (you don’t pass the buck)
- Passion and proven experience of providing high quality customer service, and deep respect for the customer experience within the tech industry
- Detail orientation and organizational strength
- The ability to translate technical issues into plain language
- Basic SQL skills and experience reading logs
- Experience with tools like Zendesk and Jira
Desirable
- Experience with customer growth platforms, CRM, or data integration tools
- Familiarity with sales-led or value-based Customer Success strategies
What the job involves
- As a Customer Care Partner, you’re not just resolving technical issues, you’re creating moments of care. Our philosophy goes beyond traditional support: we believe customer care is the human side of customer support. It’s not just what you do, but how you do it
- You’ll be the first point of contact when a customer reaches out, taking full ownership of their experience. That means triaging quickly, troubleshooting thoughtfully, and sticking with the issue until it’s resolved.
- Whether you're solving it yourself or partnering with others across the company, you’ll be the customer’s advocate, their guide, and their champion
- Respond quickly and thoughtfully to customer inquiries
- Investigate and troubleshoot technical issues using internal tools and logs
- Manage high-priority cases and coordinate across teams in real time
- Escalate product issues and own them through resolution
- Keep customers informed with clear, compassionate communication
- Assess urgency and impact, and prioritize accordingly
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: $136.7m
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
Alistair Rennie
(CEO & Board Member)Previously Board Member at Auvik Networks Inc, Executive in Residence at Great Hill Partners, was a General Manager at IBM Blockchain and was a VP of Marketing at 724 Solutions.
Share this job
View 2 more jobs at Totango