Who you are

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

What the job involves

• 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!
• 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
• 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

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