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Senior Customer Success Manager

Totango is looking for world-class Customer Success Managers that can make a direct connection between a company’s strategic goals and how our solution is implemented. This involves determining the appropriate use cases, configuring our product to drive key processes, linking the changes in business metrics (KPIs) to an ROI model or Scorecard, and ultimately driving major business outcomes for your customers.  Your passion will drive your customer’s success as well as Totango’s, and the new Customer Success industry as a whole.

As a Customer Success Manager, you will be responsible for everything about your portfolio of customers after the initial sale. You’ll work with Customer Success Engineers to drive the initial implementation and integration. You’ll educate established customers about new functionalities, best practices, industry developments and otherwise increase the value Totango delivers to their organization.  You will develop a deep understanding of customer engagement and the Totango platform so as to create and evolve best practices around the technology.

Responsibilities

  • Advocate for your Customers, delivering continued value across the entire lifecycle.  Advise and assist Customers in applying best practices for designing, implementing, and scaling their CSM programs.
  • Manage the onboarding of new Customers, driving them quickly to first value, and assisting with discovery, design, and configuration as needed.
  • Maintain high levels of engagement and communication with Customers, ensuring their adoption of Totango to drive excellence in their own Customer Success programs.
  • Maintain high customer renewal rates.  Work with Totango Executive Sponsors to identify growth and expansion opportunities within your accounts.
  • Drive customer advocacy - references, case studies, and participation in our annual Summit.
  • Partner with cross-functional teams. Work with Product Management, Support, and Engineering to translate Customer business needs and product feedback into new solutions.  Assist Sales in setting up prospective customers for success in onboarding. 
  • Act as a thought leader and Totango advocate in webinars, blog postings, and speaking events.
  • Travel up to 50% for onsite customer workshops and events.

Qualifications and Skills

  • 3+ years relevant work experience in a customer-facing customer success, professional services, or account management role.  SaaS experience preferred
  • Proven track record in delivering great value to your customers
  • Self-motivated, proactive team player
  • Strong communication and interpersonal skills
  • Diplomacy, tact, and poise when working through customer issues and escalations
  • Bachelor's Degree or higher in a related field

Benefits and Perks

  • Competitive Benefits Package - Medical, Dental, Vision
  • Fully-Stocked Kitchen, Catered Office Lunches
  • Subsidized Gym Pass and Cell Phone
  • Daily Trivia Challenge and other outstanding team events!
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