Value Partner

Job description

About the Role 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 1. Turn Customer Goals Into Measurable Value Value is the foundation of how we work with customers. Your job is to understand what customers are actually trying to accomplish — and ensure the work we do together moves the needle. 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 like consolidated data or a “customer 360” to answer the harder question: What changed for the business because of this? 2. Lead Customers Through Technology Transformation Our technology is evolving quickly, with AI, automation, prescriptive guidance, intelligent workflows, and new ways of turning customer data into action at the center of that evolution. You’ll 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 — translating innovation into practical use cases. 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. 3. Own Activation for Your Customers Signing an amendment or renewal is only the beginning. You’ll 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, ensuring the work stays connected to the why behind the technology. Coordinate across Customer Success Engineering, Front-End Deployment Engineering, Product, Engineering, and the customer to keep decisions and workstreams moving. Identify risks and blockers early, bring the right people together, and actively drive them toward resolution. Drive urgency and momentum throughout activation, with a relentless focus on speed to meaningful value . You don’t need to be an engineer, but you should be curious enough to understand what’s happening technically and confident enough to bring together the people who can solve it. 4. Own Renewals and Commercial Outcomes You’ll own the renewal of your book of business, with commercial conversations becoming a natural extension of the value delivered throughout the year. Own renewal strategy, forecasting, risk management, and commercial conversations for your portfolio. Use renewal moments to connect demonstrated value with what comes next — including opportunities to move customers onto technology better suited to their future goals. What We’re Looking For You likely have 3–5+ years of experience in Customer Success, Account Management, Strategic Customer Management, or a similar customer-facing SaaS role , but your mindset matters just as much as your title. 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 — including the ability to walk into a customer conversation on day one, build credibility, and move it forward. Strong project leadership skills and the ability to keep multiple teams and workstreams moving simultaneously. Strong time and priority management. You’ll regularly have multiple customers, projects, renewals, and internal priorities competing for your attention, and you’ll need the judgment to determine what matters most right now and act accordingly. The ability to operate with significant autonomy, make decisions without perfect information, and take action without waiting to be told what comes next. You’re comfortable when multiple priorities are shouting for your attention and can quickly determine which one actually needs you first. You’ll Thrive Here If... You’re a builder . You see an imperfect process and your instinct is to improve it, not wait for someone else to hand you the finished version. You’re comfortable learning while operating. Things move quickly, priorities evolve, and sometimes the answer is something we’re figuring out together. You’re deeply curious. You probably geek out on AI in your spare time, experiment with new tools, or regularly find yourself wondering, “Couldn’t we automate this?” You’re willing to challenge what Customer Success has traditionally looked like. You believe customer value is about business outcomes — not another meeting, dashboard, or activity metric. And you take ownership . When something is stuck, you find the person who can unblock it. When a customer needs direction, you provide it. When a process doesn’t exist yet, you help build it. What’s In It for You 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 have the opportunity to influence how we work, challenge conventional CS thinking, and help shape practices that are still being invented. 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. Dissent is welcome, positive intent is assumed, and good ideas matter more than where they come from. And because doing ambitious work shouldn’t mean sacrificing everything outside of it, we invest in creating space to recharge and think: 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 — no customer or internal meetings, giving you dedicated space to build, improve, automate, and think ahead Mental Health Fridays throughout the year MacBook provided The opportunity to work at the forefront of AI and Customer Success — and directly influence what comes next If you’re looking for a highly prescribed environment where every process is already documented and every answer is known, this probably isn’t the role for you. If you want to help build what comes next , we’d love to meet you. 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 $95,000-$105,000 USD 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 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.