[Hiring] Value Partner @Totango

Role Description

We’re looking for a Value Partner who wants to help redefine what Customer Success looks like in an AI-first world. This is not a traditional CSM role. You won’t spend your time preparing standard business reviews, reporting surface-level adoption metrics, or sitting around waiting to be told how to solve problems.

Instead, you’ll own the customer journey from value definition through transformation, activation, and renewal. You’ll help customers connect their business priorities to measurable outcomes, guide them toward new AI-powered capabilities, work alongside technical teams to bring those capabilities to life, and own the commercial renewal of your book of business.

You’ll own a portfolio of approximately 20–30 customers, ranging from large, strategic organizations to mid-market customers. That range requires you to flex your approach — knowing where to go deep, where to create scale, and how to give each customer the level of partnership they need to achieve meaningful outcomes.

We’re building while we operate. You should be comfortable with ambiguity, energized by change, and excited to get your hands dirty when there isn’t yet a perfect process.

What You’ll Own

• Turn Customer Goals Into Measurable Value:
  • Establish clear business objectives and success measures, connecting customer goals directly to workflows and capabilities within our platform.
  • Build and maintain Value Level Agreements that define what success looks like and how we’ll measure progress together.
  • Quantify and communicate ROI and business impact throughout the customer lifecycle.
  • Push beyond surface-level measures to answer the harder question: What changed for the business because of this?
• Lead Customers Through Technology Transformation:
  • Help existing customers understand what’s possible, why it matters, and why evolving their technology can fundamentally change how they operate.
  • Build and communicate a compelling value story connecting new technology to the customer’s business priorities and outcomes.
  • Lead customer conversations around AI-powered, intelligent, automated, and prescriptive capabilities.
  • Navigate amendments and renewal conversations that move customers onto new technology.
  • Create urgency around transformation while maintaining customer trust and a relentless focus on long-term value.
• Own Activation for Your Customers:
  • Remain accountable for ensuring customers successfully activate what they’ve purchased and begin realizing value quickly.
  • Anchor activation in the customer’s business objectives and Value Level Agreement.
  • Coordinate across various teams to keep decisions and workstreams moving.
  • Identify risks and blockers early and actively drive them toward resolution.
  • Drive urgency and momentum throughout activation, with a relentless focus on speed to meaningful value.
• Own Renewals and Commercial Outcomes:
  • Own renewal strategy, forecasting, risk management, and commercial conversations for your portfolio.
  • Use renewal moments to connect demonstrated value with what comes next.

Qualifications

• 3–5+ years of experience in Customer Success, Account Management, Strategic Customer Management, or a similar customer-facing SaaS role.
• Documented success helping customers transition to a new platform, product, or technology.
• A strong understanding of outcome-based Customer Success and the ability to connect technology to measurable business impact.
• The curiosity and business acumen to uncover the real problem underneath the initial customer request.
• Confidence communicating with executives, practitioners, and technical stakeholders.
• Strong project leadership skills and the ability to keep multiple teams and workstreams moving simultaneously.
• Strong time and priority management.
• The ability to operate with significant autonomy and make decisions without perfect information.

Benefits

• Unlimited paid time off
• Health and dental benefits
• 401(k) program for U.S. employees
• Half-day Fridays
• Focus Fridays designed to reduce future work
• Mental Health Fridays throughout the year
• MacBook provided

Company Description

This is an opportunity to be part of a company actively redefining post-sales and what Customer Success can become in an AI-first world. You’ll be surrounded by people building and experimenting with new technology almost daily.

You’ll also join a culture where we expect a lot from one another — and believe the best work happens when people can challenge each other constructively.

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.