Job Description

About Totango

At Totango, we’re on a mission to help businesses grow by investing in their customers. Totango’s Customer Growth Platform is centered around the entire customer journey by providing a single source of truth for insights, health monitoring, cross-functional collaboration, and workflow automations. Join us on our mission to help businesses thrive!

Who we are:

• Bias for action.
  We don’t wait. We use good judgment, make decisions quickly, and keep things moving — even if that means learning by doing
• Constructive dissent.
  We speak up and debate ideas with respect. Once a decision is made, we align and move forward as a team
• Assume Positive intent.
  We assume the best in each other. No politics, no blame — we are one team working toward a shared goal.
• Clear communication.
  We don’t rely on guesswork. We’re specific with our words and always make sure decisions are clearly understood.
• Work > meetings.
  Meetings help us get aligned, but the real work happens during focused time and with customers. We protect that time fiercely.
• Nothing is sacred.
  We’re not tied to how things were done before. We adapt fast, iterate often, and build what’s right for what’s next.

Totango is looking for a Portfolio Value Partner to manage a high-volume portfolio of SMB and digitally supported customers. This role is designed for someone who thrives in a fast-paced environment and enjoys balancing customer value, renewals, and operational scale.

The Portfolio Value Partner will own a portfolio of up to 75 customers, ensuring they realize meaningful value from Totango while successfully navigating renewal cycles. This role is optimized for high-volume relationship management, where prioritization, efficiency, and strong communication are key.

We are also in a period of rapid evolution and growth, which means the ideal candidate is someone who is energized by change. Processes will continue to evolve, playbooks will iterate, and this role will play an active part in helping shape how we scale customer success for our growing customer base.

If you enjoy building, experimenting, and improving how things work, this role offers the opportunity to have a real impact.

Responsibilities

Value Realization

• Own the success and value attainment of a portfolio of up to 75 SMB and digitally supported customers
• Help customers operationalize Totango to drive measurable improvements in customer retention, growth, and lifecycle management
• Reinforce best practices and strategic use cases that help customers maximize the value of the platfor
• Monitor account health, engagement signals, and product usage to ensure customers are progressing toward value
  
  

Renewal Ownership

• Own and manage the full renewal lifecycle for all accounts within your portfolio
• Drive proactive renewal conversations that reinforce business impact and platform value
• Identify potential risks early and work cross-functionally to mitigate them ahead of renewal
• Maintain strong retention across a high-volume book of business
  
  

Scaled Portfolio Management

• Manage a high-volume customer portfolio through structured prioritization based on renewal timing, account health, and opportunity signals
• Engage customers on a monthly or as-needed cadence depending on risk, value milestones, or renewal proximity
• Maintain clear documentation of value attainment, risks, and renewal readiness
  
  

Growth & Expansion Support

• Identify opportunities where customers could deepen their use of Totang
• Surface expansion opportunities to the sales team when appropriate
• Help customers identify new ways to operationalize Customer Success and Customer-Led Growth strategies
  
  

Build & Iterate

• Contribute to the evolution of our scaled Customer Success mode
• Help refine playbooks, engagement models, and renewal strategies as we continue to scale
• Share feedback and insights from customers to help improve our approach to value realization
  
  

Ideal Candidate

This role is ideal for someone who is energized by volume, ownership, and building in an evolving environment.

You should be comfortable managing a large portfolio of customers while maintaining strong communication, organization, and prioritization.

You should also enjoy working in an environment where things are improving and iterating quickly

Qualifications

• 1–3 years experience in Customer Success, Account Management, or a similar customer-facing role
• Experience managing multiple customer relationships in a SaaS or technology environment
• Strong communication and relationship management skills
• Ability to prioritize and manage a high-volume portfolio of customers
• Data-driven mindset with the ability to interpret health signals and renewal indicators
• Comfort working in a fast-moving environment where processes evolve
  
  

Traits That Will Make You Successful

• Highly organized and operationally minded
• Comfortable navigating change and ambiguity
• Energized by building and improving systems
• Customer-centric with strong ownership over outcomes
• Curious and proactive in identifying ways to create value
  
  

Your base pay is one part of your total compensation package and is determined within a range. The base salary for this role is from (For US Candidates: $70K - $80K with $75K/yr. being the midpoint; For Canadian Candidates: $75K - $85K CAD, with $80K being the midpoint) per year.

We take into account numerous factors in deciding on compensation, such as experience, job-related skills, relevant education or training, and other business and organizational requirements. The salary range provided corresponds to the level at which this position has been defined.

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. Diversity is more than just good intentions; we are committed to creating an inclusive environment for all employees