Top Benefits
About the 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
- 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
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
About Totango
We’re experts in customer-led growth: the practice of putting your customers at the center of your go-to-market strategy, because they are your most reliable source of growth. Our Customer Revenue Optimization suite was built to help large and fast-growing businesses thrive. Our powerful suite brings together three products, each designed to deliver exceptional results, and united by an integrated customer data platform.
The Totango Customer Success Platform leverages automated workflows and engagement features to help customers achieve their desired outcomes and drive long-term growth.
Unison, our AI-powered Customer Intelligence Engine works independently, or alongside any customer success platforms. It allows businesses to more effectively predict customer risk and proactively reduce churn before it becomes an issue.
Catalyst is our dedicated tool for revenue teams, streamlining growth operations by enabling seamless expansion.
Leading customer success teams around the world — including SAP, Github, Schneider Electric, Dynatrace, Drata, and Aircall — use Totango products to access actionable insights and empower teams to fuel customer-led growth.
Totango, a pioneer and leader in customer success software since 2010, merged with Catalyst Software in February 2024. The combined organization formed a CS powerhouse, which continues to grow through innovation and acquisition of AI and customer revenue operations technology and talent to help CS and revenue organizations retain and grow their customer base.
We are a remote organization with employees operating in 25 U.S. States, 6 countries, and have two offices in NYC and Tel Aviv.
Top Benefits
About the 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
- 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
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
About Totango
We’re experts in customer-led growth: the practice of putting your customers at the center of your go-to-market strategy, because they are your most reliable source of growth. Our Customer Revenue Optimization suite was built to help large and fast-growing businesses thrive. Our powerful suite brings together three products, each designed to deliver exceptional results, and united by an integrated customer data platform.
The Totango Customer Success Platform leverages automated workflows and engagement features to help customers achieve their desired outcomes and drive long-term growth.
Unison, our AI-powered Customer Intelligence Engine works independently, or alongside any customer success platforms. It allows businesses to more effectively predict customer risk and proactively reduce churn before it becomes an issue.
Catalyst is our dedicated tool for revenue teams, streamlining growth operations by enabling seamless expansion.
Leading customer success teams around the world — including SAP, Github, Schneider Electric, Dynatrace, Drata, and Aircall — use Totango products to access actionable insights and empower teams to fuel customer-led growth.
Totango, a pioneer and leader in customer success software since 2010, merged with Catalyst Software in February 2024. The combined organization formed a CS powerhouse, which continues to grow through innovation and acquisition of AI and customer revenue operations technology and talent to help CS and revenue organizations retain and grow their customer base.
We are a remote organization with employees operating in 25 U.S. States, 6 countries, and have two offices in NYC and Tel Aviv.