Totango · 8 hours ago

Sr. Customer Success Manager

United States

Full-time

Remote

Senior Level

$110K/yr - $150K/yr

5+ years exp

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Responsibilities

Be a world-class CSM for your portfolio of customers by possessing a deep understanding of Customer Success concepts, best practices, and execution strategies

Ensuring your customers are continuously gaining business value from our platform using a combination of personal touch, digital communications, and self-serve resources where applicable

Drive the achievement of business outcomes and goals in collaboration with your customers to increase the value Totango delivers to their organization.

Take ownership of expansion, fostering high customer retention by identifying and engaging with executive sponsors and champions

Take the lead and manage your portfolio of customers throughout their renewal cycle.

Advocate for your customers, delivering value throughout the entire lifecycle of their engagement with our platform

Collaborate seamlessly with sales, success engineers, implementation managers, and other internal stakeholders to ensure consistent and valuable communication

Be a thought leader and Totango advocate in customer interactions, industry and corporate events, and online in both customer-facing and internal communications

Possesses the ability to interface with C-level executives to drive program strategy and ROI

Create or modify customer deliverables (presentations, business process enhancements, strategy recommendations, and updates) suitable for a diverse set of constituents, from senior executives to application end users

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementSaaS Account ManagementCustomer Success PlatformCustomer Journey MappingSolution-Oriented MindsetProblem-Solving AbilitiesCollaboration Skills

Required

5+ years of relevant work experience in customer-facing customer success or account management role managing a book of business < 30 Enterprise grade SaaS accounts

Exhibit strong organizational skills, problem-solving abilities, and a robust analytical mindset

Effectively multitask, adapt to swift priorities, and demonstrate adept time management in a fast-paced environment

Driven, Self-motivation, proactive team player

Demonstrate engaging customer-facing presentation skills

Cultivate and advocate for positive relationships with both customers and peers, emphasizing a collaborative 'we' mindset over an individualistic 'I' approach

Approach challenges with a solution-oriented mindset

Proven track record in delivering great value to your customers

Diplomacy, tact, resilience, and poise when working through customer issues and escalations

Bachelor's Degree or higher in a related field