Role:Associate Product Manager

Company:Totango, Inc.

Location:United States

Role Overview: Are you a person who is currently working in customer success for your company?  Are you interested in transforming your career into Product Management?  This is a great opportunity to combine those two interests and join one of the fastest growing companies in Customer Success.  You do not need to have product management experience, just a passion to help our customers.

As an Associate Product Manager, you will:

• Work with customers, users, and internal teams to understand, map, and prioritize customer and user needs. 
• Turn user and customer requirements into scalable solutions that create value for customers and deepen their adoption of Totango.
• Create engaging content that helps users understand the value of our products and realize that value quickly.
• Collaborate with the Executive team, Sales, Marketing, Engineering, and Customer Success, and be a key player in building and owning product processes to make things happen.

What Will You Own? / What will you actually be doing?

Your primary responsibility will be developing, maintaining, and maturing Totango best practices in the form of SuccessBLOCs in our Customer Journey Marketplace. This is a high-impact role, as evidenced by the over 8,000 businesses who are using our SuccesssBLOCs today to manage and optimize their customer success programs. Specifically, you will:

• Build, test, and release dozens of SuccessBLOCs into the marketplace in 2022 alone.
• Develop marketing and training materials to support your products, such as videos, blog posts, landing pages, and support documentation.
• Develop, communicate, and execute on the SuccessBLOC roadmap
• Partner with Sr. Product Managers to ensure your SuccessBLOCs are adequately leveraging and showcasing the new technology and features as they are released. 
• Do market research to identify market opportunities and develop SuccessBLOCs to address them.

Experience level:On-the-ground experience working in customer success is essential; ideally using Totango, and you will also have:

• Minimum 4 years experience
• 2+ years of experience in Customer Success Operations or similar role 
• Experience working in a SaaS company is required.  
• Experience using Totango or another Customer Success tool.  If your current company built its own customer success tool, that works too.

What you need to be successful:

• A keen understanding of the Customer Success industry
• On-the-ground experience in multiple customer success roles. Ideally, you will have worked your way up from being an individual contributor to the leadership or operational role where you currently reside. 
• Ability to share customer success best practices 
• The ability to produce high-quality solutions
• Excellent communication and storytelling skills
• Experience working with customer success software, ideally Totango, in an administrative capacity.

About Totango:

Totango is the leader in the Customer Success software and services space. Our platform is used by some of the biggest enterprise and hottest SaaS companies to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health. We are passionate about building technology that helps companies make their customers happy, reduce churn, and optimize revenue growth.

We offer a competitive salary, great benefits, and you'd be joining an awesome, collaborative, open office culture.  If you know you're the right candidate, we would love to hear from you!

 Performance Marketing Lead

Do you have a passion for digital marketing? Do you fashion yourself a demand generation guru. Do you love data and get excited about continuously unlocking new ways to increase website traffic and improve return on advertising spend? We want you!  

Totango is looking for a Performance Marketing Manager to lead the planning, implementation, optimisation and reporting of performance marketing initiatives to help drivemore, and better qualified, trafficand to maximize ROI across Paid Media including Search & Social channels.

Yourresponsibilitieswill include:

• Creating and executing a strong performance marketing strategy & execution plan
• Developing and managing digital prospecting, ABM and remarketing campaigns
• Managing budgets and campaigns across all digital channels to drive strong return on investment and efficient CAC
• Ensuring successful planning, execution, optimization for key traffic KPIs via paid, organic & owned media channels
• Track and evaluate KPIs of all marketing channels (email, SEM, SEO,  display, retargeting, referring partners, paid social, etc.) by audience and determine necessary adjustments to optimize overall marketing effectiveness in line with budgeted marketing spend.
• Turn insights into actionable recommendations that can shift customer behavior 
• Identifying and testing new channels to continue to meet or exceed established critical metrics
• Identify critical conversion points and drop off points and optimizes user funnels
• Working closely with the management to share funnel conversion improvement ideas, feedback & present results.
• Drive revenue, achieve targeted ROI and maintain positive KPI trends; Determine monthly, quarterly and annual revenue forecasts and budgets. 

 Requirements

• You have a degree in Marketing, Business Administration or related field.
• You have prior experience in a similar role as well as experience building effective multi-channel marketing strategies, including SEM/PPC, SEO, social media and other digital channels.
• You have solid expertise in campaign and channel analysis and reporting, including Google Analytics experience.
• You possess excellent analytical skills and leverage data, metric, analytics and consumer behavior trends to drive actionable insights & recommendations.
• You are a highly goal-oriented individual and have excellent communication skills.
• You are open minded, curious and a strong problem solver.
• You have experience in the following technologies: Salesforce, Hubspot, Totango, Google Adwords/Analytics/Console/Tag Manager

 Are you a marketer that understands both the art and the science of SEO? Do you see Google as a challenge you're determined to conquer? Do you like finding creative ways to achieve your objectives? Do you want to own SEO? Then Join our team as our SEO Marketing Manager. 

Your responsibilities will range from planning, implementing, analyzing and optimizing all online performance marketing activities around Organic Search. You will be leading continuous improvement of search engine optimization and organic backlinking initiatives, process and organization to deliver on these results. You will also identify new opportunities to drive more and better qualified traffic to the website.

Yourresponsibilitieswill include:

• Creating and executing a strong SEO strategy & execution plan including:
  • Onsite Technical SEO
  • Onsite & Offsite Content Marketing
  • Organic & Paid Backlink Acquisition
• Managing budgets, campaigns, and partners across all organic channels to drive strong return on investment and efficient CAC
• Ensuring successful planning, execution, optimization for key traffic KPIs 
• Track and evaluate KPIs by audience and determine necessary adjustments to optimize overall marketing effectiveness in line with budgeted marketing spend.
• Turn insights into actionable recommendations that can shift customer behavior and drive new demand
• Identifying and testing new channels to continue to meet or exceed established critical metrics
• Identify critical conversion points and drop off points and optimizes user funnels
• Working closely with the management to share funnel conversion improvement ideas, feedback & present results.
• Drive revenue, achieve targeted ROI and maintain positive KPI trends; Determine monthly, quarterly and annual revenue forecasts and budgets.

 Requirements

• Proven experience in an SEO role (stories, case studies)
• Experience in a fast-paced SaaS environment (either in an agency or in-house capacity)
• Deep knowledge of all core pillars of SEO (technical, content, links) 
• An ability to manage agency partners and vendors in an effective and productive manor
• Experience with Webflow and Wordpress *not needed but would be nice to have
• Experience with creating and executing a schema markup strategy
• You have solid expertise in campaign and channel analysis and reporting, including Google Analytics experience.
• You possess excellent analytical skills and leverage data, metric, analytics and consumer behavior trends to drive actionable insights & recommendations.
• You are a highly goal-oriented individual and have excellent communication skills.
• You are open minded, curious and a strong problem solver.
• You have experience in the following technologies: Google Analytics/Console/Tag Manager, SimilarWeb or SEMRush

About Totango:

Totango is rewriting the rules for customer engagement and transforming the way businesses connect with their customers. As the fastest growing and most trusted Customer Success company in the world, Totango enables organizations of all sizes to unleash best-in-class data-driven customer engagements that deliver experiences users crave and outsized business results at scale. Our platform is used by some of the biggest enterprise and hottest SaaS companies including Zoom, Google, Zeplin, Walkme, and SAP to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health.

We offer competitive salary, great benefits, and you'd be joining an awesome, collaborative, open culture.  If you know you're the right candidate, we would love to hear from you! 

Totango is growing fast, and we’re looking for a Revenues & Billing specialist to join our Finance Team. In this dynamic position, you’ll work with many different departments within the company, and get the opportunity to know our product and business from the inside out.

Responsibilities:

• Operate the recurring billing cycle-run billing cycle with in the systems, ensure accurate and timely billing operation and invoicing processes
• Will take a significant role in the implementation of a new billing platform.
• Drive initiatives to continuously improve and simplify billing and collections processes,
  data flows, integrations, automations and KPIs, while partnering closely with other departments including Finance, Customer SuccessandSales.
• Operate the licensing/provisioning flow within the billing system and with internal tools
  Process terminations.
• Ensure proper, timely, and accurate compliance with regulatory requirements(606 GAAP)

Take a customer-facing role with regards to invoicing matters Handle the collection process

Requirements:

• Analytical/financial/business/billing background with 2-3 years experience in hi-tech
  SAAS companies
• Excellent English (written and spoken)
• Bachelor’s degree in accounting/finance/business management- an advantage
• Previous experience with Salesforce and Netsuite – a significant advantage
• Previous experience with Proficiency in Microsoft Excel
• High level of quality awareness and attention to detail
• Sense of urgency and customer-oriented thinking
• Work well in a fast-paced environment, multi tasking
• Take on ad hoc projects with a proactive approach

Location – EST US.

Work from home.

Are you ready to take your passion for customer success to the next level? Do you want to work for the leader in customer success solutions software to consult with companies across the globe on the very topic you are passionate about? If the answer is YES, Totango is hiring a Mid-Market team lead to join our CS Leadership team, and we'd love to hear from you!

The Mid-Market customer segment is our highest volume, fastest-growing customer base. As the mid-market team lead, you will be responsible for leading the charge on all proactive post-onboarding activities, which include:

• Further iteration and optimization of the current digital journey in conjunction with CS Operations. 
• Driving stakeholder engagement amongst the team
• Managing risk and support escalations
• Owning expansion quotas and ensuring high customer retention. 

Crucial to your success will be building your mid-market customer success team. While the job requires strong initiative and self-direction, results are only achieved with and through people.

 What a Day in the Life of a Mid-Market Team Lead entails: 

• Building, leading and inspiring a growing mid-market  customer success team
• Ensuring MM customers are continuously gaining business value from our platform using a combination of personal touch, digital communications, and self-serve resources where applicable. 
• Partnering with Customer Success (CS) leadership on the greater vision and strategy for the MM CS organization, proactively identifying areas for innovation and improvement to help drive retention and expansion goals.
• Growing internal solid relationships with the larger Customer Success Organization, Sales, Product, Support, Onboarding, and other departments to drive success for you and your team. 
• Willingness to advocate Customer Success thought leadership in customer interactions, industry, corporate events, and online in customer-facing and internal communities.

 What You Need To Succeed

• Customer Success leadership experience with a proven track record of mentoring, motivating, and empowering employees to achieve their best while maintaining high employee morale
• Experience creating and delivering customer success in a digital/low-touch/no-touch environment to a large number of customers 
• Self-motivated, decisive, and experienced in organizational change
• Multitasker with a sense of urgency for goal achievement and a strong commitment to results
• Ability to use data to analyze information, make connections, and demonstrate deep-level thinking to make decisions to further drive customer satisfaction. 
• Bachelor's Degree

 About Totango:

Totango is rewriting the rules for customer engagement and transforming the way businesses connect with their customers. As the fastest growing and most trusted Customer Success company in the world, Totango enables organizations of all sizes to unleash best-in-class data-driven customer engagements that deliver experiences users crave and outsized business results at scale. Our platform is used by some of the biggest enterprise and hottest SaaS companies including Zoom, Google, Zeplin, Walkme, and SAP to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health.

We offer competitive salaries, great benefits, and you'd be joining an awesome, collaborative, open culture. If you know you're the right candidate, we would love to hear from you!

#Li-DNI 

We are looking for a Product Designer to join our Tel Aviv Office. 

You will report to the UX Team Leader and work closely with our Product Managers, Engineering, and Executive Team to design the exciting, next generation of Totango's Customer Success platform and products. 

An ideal candidate should have:

• 3+ years of experience in UX & Ui design roles as part of a SaaS Product company, preferably B2B Enterprise software.
• Experience collaborating with diverse and remote teams in a dynamic, rapid growth environment.
• A demonstrated collaborator who can partner closely with Product Designers, Product Managers, and Engineers.
• Passionate and knowledgeable in modern and best practices when it comes to UX, UI, visual design, patterns, systems thinking, or customer-centric approaches to work.
• Extensive experience with prototyping as a means to explore and convey solutions
• Expert knowledge of Sketch or Figma, Illustrator, Invision, Zeplin and associated design and prototyping tools
• Good understanding of HTML/CSS and preferably React.
• Experience with end-to-end (hybrid UX and UI) product design
• Give and solicit feedback from other stakeholders in order to continually raise our bar for product quality

Job Responsibilities:

• Work closely with the Product Managers to understand the requirements and design the user experience for the business requirements. 
• Expand on business requirements to define user flows for every persona.
• Work closely with R&D Eng team to get the design implemented with pixel perfection. 
• Take responsibility for the product’s user interface and ensure its quality is maintained in the product.
• Be the voice of design for the engineering team. 

About us:

Totango is the leader in Customer Success software and services space. Our platform is used by some of the biggest enterprise and hottest SaaS companies to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health. We are passionate about building technology that helps companies make their customers happy, reduce churn, and optimize revenue growth.

You'd be joining an awesome, collaborative, open office culture. If you think you are the right candidate, please let us know and we would love to talk to you!

Location: Remote (East Coast U.S. preferred)

Minimum experience level: 2 years

If you love innovative, state-of-the-art technology and love helping customers succeed, you'll love working with us here at Totango!

We're looking for another great Integrations Support Engineer to assist our customers in their use of Totango's products and to ensure ongoing success with our rapidly growing company.  This is a great role for someone who wants to build upon their technical abilities.

The Support Engineers are a key part of the Product Expert team.  You will be the first-line for answering questions about a complex SaaS product and assisting in diagnosing logic errors in filtering mechanisms.  You will become integral to the company and our customers, becoming more than just an expert in product support - you'll learn operations, integrations, QA skills, and deep product knowledge.

Your responsibilities:

• Diagnose integration issues, determine root cause, and fix the issue or escalate to the integrations development team
• Provide feedback to the integrations product and development teams on improving our integration tools
• Serve as the primary resource for integrations support
• Manage and provide first response to customer support inquiries
• Replicate and troubleshoot issues using a variety of tools
• Manage critical support issues realtime, internal and external communications
• Report issues to our Tier 2 & Tier 3 support teams
• Communicate clearly with customers about issues impacting their service
• Analyze issue priority & severity and communicate accordingly
• Update articles and document FAQs on public help center and / or internal wiki
• Execute internal processes to streamline and scale support

What makes you the right fit:

• Some flexibility to cover non-standard work hours as needed
• 2+ years SaaS experience
• Passion for customer service and helping others
• Strong focus on organization and detail
• Ability to distill complex concepts into layman's terms
• Interest in learning and challenging yourself every day

Technical Skills:

• Technical background, ideally with SaaS products and services
• Basic SQL skills
• Experience reading and searching logs
• Experience with ticketing systems such as Zendesk and Jira
• Basic API knowledge
• Experience with CRMs, ideally SFDC Admin Certification
• Experience managing or moderating a customer Knowledgebase

Big plus if you have the following:

• Coding experience in a programing language
• Familiarity with HTML / CSS
• Experience with 3rd party integrations
• Prior experience with user testing / QA
• Exposure to Customer Success

Tell us what makes you stand out!

• What do you like about engaging with customers?
• Why do you think you’ll be a good fit at Totango?

About Totango:

Totango is the leader in Customer Success software and services space. Our platform is used by some of the biggest enterprise and hottest SaaS companies to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health. We are passionate about building technology that helps companies make their customers happy, reduces churn, and optimize revenue growth.

We offer competitive salary, great benefits, and you'd be joining an awesome, collaborative, open office culture.  If you know you're the right candidate, we would love to hear from you!

Are you ready to take your passion for customer success to the next level? Do you want to work for the leader in customer success solutions software to consult with companies across the globe on the very topic you are passionate about? If the answer is YES, Totango is hiring a Mid-Market team lead to join our CS Leadership team, and we'd love to hear from you!

The Mid-Market customer segment is our highest volume, fastest-growing customer base. As the mid-market team lead, you will be responsible for leading the charge on all proactive post-onboarding activities, which include:

• Further iteration and optimization of the current digital journey in conjunction with CS Operations. 
• Driving stakeholder engagement amongst the team
• Managing risk and support escalations
• Owning expansion quotas and ensuring high customer retention. 

Crucial to your success will be building your mid-market customer success team. While the job requires strong initiative and self-direction, results are only achieved with and through people.

 What a Day in the Life of a Mid-Market Team Lead entails: 

• Building, leading and inspiring a growing mid-market  customer success team
• Ensuring MM customers are continuously gaining business value from our platform using a combination of personal touch, digital communications, and self-serve resources where applicable. 
• Partnering with Customer Success (CS) leadership on the greater vision and strategy for the MM CS organization, proactively identifying areas for innovation and improvement to help drive retention and expansion goals.
• Growing internal solid relationships with the larger Customer Success Organization, Sales, Product, Support, Onboarding, and other departments to drive success for you and your team. 
• Willingness to advocate Customer Success thought leadership in customer interactions, industry, corporate events, and online in customer-facing and internal communities.

 What You Need To Succeed

• Customer Success leadership experience with a proven track record of mentoring, motivating, and empowering employees to achieve their best while maintaining high employee morale
• Experience creating and delivering customer success in a digital/low-touch/no-touch environment to a large number of customers 
• Self-motivated, decisive, and experienced in organizational change
• Multitasker with a sense of urgency for goal achievement and a strong commitment to results
• Ability to use data to analyze information, make connections, and demonstrate deep-level thinking to make decisions to further drive customer satisfaction. 
• Bachelor's Degree

 About Totango:

Totango is rewriting the rules for customer engagement and transforming the way businesses connect with their customers. As the fastest growing and most trusted Customer Success company in the world, Totango enables organizations of all sizes to unleash best-in-class data-driven customer engagements that deliver experiences users crave and outsized business results at scale. Our platform is used by some of the biggest enterprise and hottest SaaS companies including Zoom, Google, Zeplin, Walkme, and SAP to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health.

We offer competitive salaries, great benefits, and you'd be joining an awesome, collaborative, open culture. If you know you're the right candidate, we would love to hear from you!

We are looking for a growth Product Management to join our product team in the US.  You will be responsible for leading experimentation along with data-driven decision-making in an organization to drive the product to reach the next level of scale, impact, and profitability. 

You need to analyze your experiment results and make improvements to your strategies constantly.

• A Product Manager with 3+ years of experience in building consumer web or mobile products. 
• You have a strong technical background, amazing analytical skills, and a great visual aptitude. 
• You’re fluent in defining user flows, skilled in researching and analyzing users’ needs, intents, and business cases.
• We expect to see you as a creative thinker, driven by users and numbers. 
• Great communicator and leader
• Not intimidated by tough challenges
• Produce high-quality solutions

 As a product Manager , you will:

• Play a key role at every stage of the product life-cycle, heading up the end-to-end development of new products, and making sure that our goals are aligned with users’ needs
• Fully own all domains of the product - from ideation to creation, including market research, ongoing feedback from our community, product definition through wireframes, supervising the dev cycle, launching the product, communicating with users, and analyzing data
• Work closely with top-notch pros in UX, BI, Dev and Marketing to take your product to market and ensure high quality on time
• Conduct usability tests to improve the product
• Play a key role in the roadmap-building process

About Totango:

Totango is the leader in Customer Success software and services space. Our platform is used by some of the biggest enterprise and hottest SaaS companies to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health. We are passionate about building technology that helps companies make their customers happy, reduces churn, and optimize revenue growth.

We offer competitive salary, great benefits, and you'd be joining an awesome, collaborative, open office culture.  If you know you're the right candidate, we would love to hear from you!

We are looking for a rock-star VP of Growth to join our growing team at Totango!

As the VP of Growth, you will be responsible for our growth strategy to accelerate global
customer acquisition through our digital campaigns and PLG approach. You will lead our
Demand and Growth teams to optimize our existing strategies, while expanding into new
channels and markets.

This key role will lead and grow an existing team of professionals and outside agencies spanning
Analytics, SEO, Performance Marketing, Marketing Operations, Growth and Lifecycle
Marketing.

Reporting to the SVP of Marketing, you will hold a key leadership role, bringing an analytical
approach to understanding and capturing opportunities in our market, through our freemium
offering. The VP of Growth will lead a team that is at the heart of our strategy to use an
analytical approach to improve customer acquisition and speed expansion.

You are data-driven and have a track record of taking successful new bets on growth. You are
an empathetic and cross-functional leader that embodies resourcefulness, high EQ, curiosity
and a “can-do” attitude. You have managed significant media budgets successfully against
performance targets. You have direct media buying expertise as well as experience in growth
strategies more broadly. You are excited to take bigger, calculated risks to drive new growth
strategies. You have successfully built, mentored, motivated and retained world-class growth
teams.

What makes you successful?

● 10+ years of experience in growth (with specific experience in large-scale user
acquisition) and within scrappy growth orgs
● Experience with freemium business models and monetization models
● Proven track record scaling and retaining high-performing Growth teams
● High-level strategic thinker with the ability to understand what’s going on at granular
levels of performance
● Strong communicator, both written and verbal
● Strong analytical skills, able to understand variables and apply logic to new problems
● Proactive, will follow up when things don’t get resolved

● Results oriented, takes ownership of outcomes and communicates learnings to the rest
of the team
● Synthesize complex data about marketing funnels, able to isolate and prioritize areas for
redress
● Prioritize customer segments for growth by sizing segments, understanding how they
buy, and evaluating competitor tactics
● Institutionalize a successful framework, attribution or otherwise, for evaluating and
comparing program effectiveness
● Steer the roadmap of technical systems (such as a marketing tech stack) with first-
principles thinking about user needs
● Demonstrate executive presence and are viewed as a trusted advisor while working
cross-functionally with Marketing, Sales, and Product; able to communicate complex
ideas succinctly
● Champion bold marketing ideas to the point of securing funding, demonstrating value,
and scaling programs
● Bachelor’s degree or higher in a related field

About Totango:

Totango is rewriting the rules for customer engagement and transforming the way businesses
connect with their customers. As the fastest growing and most trusted Customer Success
company in the world, Totango enables organizations of all sizes to unleash best-in-class data-
driven customer engagements that deliver experiences users crave and outsized business
results at scale. Our platform is used by some of the biggest enterprise and hottest SaaS
companies including Zoom, Google, Zeplin, Walkme, and SAP to understand and influence their
own customer engagement, to manage customer success, as well as to monitor and predict
customer health.

We offer competitive salary, great benefits, and you would be joining an awesome, collaborative,
open culture. If you know you're the right candidate, we would love to hear from you!

#LI-DNI

Are you ready to take your passion for customer success to the next level? Do you want to work for the leader in customer success solutions software to consult with companies across the globe on the very topic you are passionate about? If the answer is YES, Totango is hiring a Mid-Market team lead to join our CS Leadership team, and we'd love to hear from you!

The Mid-Market customer segment is our highest volume, fastest-growing customer base. As the mid-market team lead, you will be responsible for leading the charge on all proactive post-onboarding activities, which include:

• Further iteration and optimization of the current digital journey in conjunction with CS Operations. 
• Driving stakeholder engagement amongst the team
• Managing risk and support escalations
• Owning expansion quotas and ensuring high customer retention. 

Crucial to your success will be building your mid-market customer success team. While the job requires strong initiative and self-direction, results are only achieved with and through people.

 What a Day in the Life of a Mid-Market Team Lead entails: 

• Building, leading and inspiring a growing mid-market  customer success team
• Ensuring MM customers are continuously gaining business value from our platform using a combination of personal touch, digital communications, and self-serve resources where applicable. 
• Partnering with Customer Success (CS) leadership on the greater vision and strategy for the MM CS organization, proactively identifying areas for innovation and improvement to help drive retention and expansion goals.
• Growing internal solid relationships with the larger Customer Success Organization, Sales, Product, Support, Onboarding, and other departments to drive success for you and your team. 
• Willingness to advocate Customer Success thought leadership in customer interactions, industry, corporate events, and online in customer-facing and internal communities.

 What You Need To Succeed

• Customer Success leadership experience with a proven track record of mentoring, motivating, and empowering employees to achieve their best while maintaining high employee morale
• Experience creating and delivering customer success in a digital/low-touch/no-touch environment to a large number of customers 
• Self-motivated, decisive, and experienced in organizational change
• Multitasker with a sense of urgency for goal achievement and a strong commitment to results
• Ability to use data to analyze information, make connections, and demonstrate deep-level thinking to make decisions to further drive customer satisfaction. 
• Bachelor's Degree

 About Totango:

Totango is rewriting the rules for customer engagement and transforming the way businesses connect with their customers. As the fastest growing and most trusted Customer Success company in the world, Totango enables organizations of all sizes to unleash best-in-class data-driven customer engagements that deliver experiences users crave and outsized business results at scale. Our platform is used by some of the biggest enterprise and hottest SaaS companies including Zoom, Google, Zeplin, Walkme, and SAP to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health.

We offer competitive salaries, great benefits, and you'd be joining an awesome, collaborative, open culture. If you know you're the right candidate, we would love to hear from you!

Totango is growing fast, and we’re looking for a super bright Director of FP&Ato join our high pace team to help us build and improve our Financial process and analysis.

The person we are looking for will play an essential role in the financial digital transformation of the Company. 

As aDirector ofFP&A at Totango, you will work closely with Finance and Business leads to drive our financial planning, forecasting, reporting, and ad hoc financial analysis to make great decisions and help drive outstanding results. 

In this role, you will have unique visibility across the entire company and serve as the key liaison between multiple departments and teams. You will turn your analyses into deep insights, communicate these insights to key stakeholders and executives, and support strategic decision-making.

We are looking for an individual with expectational analytical and problem-solving skills, a flair for numbers, be highly organized, and excellent leadership skills.

• Lead the annual budget and financial forecasting process and provide monthly and quarterly reports along with insightful performance analysis.
• Assist in the development, tracking, and reporting of operational, SaaS, and financial metrics
• Translate financial performance, metrics, and progress into clear insights and actionable takeaways through both verbal and visual meeting formats, including in company-wide presentations
• Support implementation, future development requirements, and financial maintenance of an ERP planning platform
• Actively monitor and recommend actions to improve unit economics
• Collaborate with key stakeholders to address and resolve issues that impact financial results as well as with business and functional teams to provide fact-based recommendations that support revenue growth targets, improve profitability and operating efficiency.
• Continuously improve how we think about our business model, key drivers of our revenue, spending leverage, and other operational metrics
• Be able to thrive and deliver results in an ambiguous, fast-paced, and dynamic environment
• Create presentations that provide insightful analysis, identify required action items, and effectively frame decisions to be made

Requirements:

• 5 years of experience in financial forecasting, planning and analysis, and operational budget management at a Tech company - must (experienceina SAAS company - significant advantage).
• Strong knowledge of SaaS metrics.
• Strong ability of building complex models in a dynamic environment.
• Bachelor’s degree in Economics/Accounting/Business Management.
• Familiarity with big data & hands-on abilities to prepare and discover data for analysis.
• Experience with ERP (NetSuite) and Planning platforms.
• Able to take ownership of fast-paced projects with rapidly shifting priorities, managing
• Must be capable of building strong relationships with colleagues
• Relationship builder & team player
• Highest standards of accuracy and precision; highly organized.

Location – EST US.

Work from home.

Totango is growing fast, and we’re looking for a Revenues & Billing specialist to join our Finance Team. In this dynamic position, you’ll work with many different departments within the company, and get the opportunity to know our product and business from the inside out.

Responsibilities:

• Operate the recurring billing cycle-run billing cycle with in the systems, ensure accurate and timely billing operation and invoicing processes
• Will take a significant role in the implementation of a new billing platform.
• Drive initiatives to continuously improve and simplify billing and collections processes,
  data flows, integrations, automations and KPIs, while partnering closely with other departments including Finance, Customer SuccessandSales.
• Operate the licensing/provisioning flow within the billing system and with internal tools
  Process terminations.
• Ensure proper, timely, and accurate compliance with regulatory requirements(606 GAAP)

Take a customer-facing role with regards to invoicing matters Handle the collection process

Requirements:

• Analytical/financial/business/billing background with 2-3 years experience in hi-tech
  SAAS companies
• Excellent English (written and spoken)
• Bachelor’s degree in accounting/finance/business management- an advantage
• Previous experience with Salesforce and Netsuite – a significant advantage
• Previous experience with Proficiency in Microsoft Excel
• High level of quality awareness and attention to detail
• Sense of urgency and customer-oriented thinking
• Work well in a fast-paced environment, multi tasking
• Take on ad hoc projects with a proactive approach

Location – EST US.

Work from home.

We’re looking for a growth-minded, data-driven Director of Web Experience to drive our vision for the company forward through our world-class website experience.  As an integral member of the marketing team, you’ll own organic search traffic growth to Totango.com and the digital experience across all of Totango’s web properties.  You’ll create, manage, and optimize A/B experiments to deliver best-in-class digital journeys for our prospects, and turn Totango’s website into a conversion machine.

If you like building web pages and websites,  enjoy browsing the Internet and taking inspiration from other experiences to apply to your own work, and think in terms of marketing, user experience, and conversion, we’d love to talk to you.

What you'll do

• Grow revenue by improving Totango.com. You’ll set the strategy, analyze campaign, user behavior and conversion data to share with the team and translate into recommendations and optimizations throughout the site.
• Own all of Totango’s web properties including totango.com, blog.totango.com, support.totango.com 
• Tell the story aligned to buyers journey throughout Totango’s web properties
• Coordinate with product marketing and product teams to align company narratives, product experience, and promotions..
• Drive UI/UX, operations and development of PLG website across device types and entry points to maximize conversion and product adoption. 
• Run website experiments that drive learning and grow revenue by improving conversion of landing pages, signup flows, etc.
• Own the live chat experience, including the handoff to sales
• Perform technical SEO audits and work with web developers to implement improvements
• Define and report on web performance, roadmap progression and web initiatives.

Who you are

• 8+ years web experience–– ideally in a product led growth model
• Demonstrated success with driving organic traffic, web conversion and product adoption through a PLG model 
• Strong analytical and data-driven mindset
• Creative thinker, self starter and execution focused 
• Experience with hypothesis-driven A/B testing, experiment design, and analysis
• Proficient in technical SEO/ability to identify opportunities related to crawlability, page speed, core web vitals, and html/css/js improvements
• Familiarity with Google Analytics, Search Console, Google Tag Manager and Segment, and, in particular, an understanding of how to use these tools to improve search visibility and user experience
• Experience managing Webflow preferred
• Proficiency in Wordpress, UI/UX tools, Adobe Creative Suite
• Excellent communication and writing skills
• Able to demonstrate innovation, successfully tackling challenges in new and creative ways in often-stressful, deadline-intensive environments

We are looking for a rock-star VP of Growth to join our growing team at Totango!

As the VP of Growth, you will be responsible for our growth strategy to accelerate global
customer acquisition through our digital campaigns and PLG approach. You will lead our
Demand and Growth teams to optimize our existing strategies, while expanding into new
channels and markets.

This key role will lead and grow an existing team of professionals and outside agencies spanning
Analytics, SEO, Performance Marketing, Marketing Operations, Growth and Lifecycle
Marketing.

Reporting to the SVP of Marketing, you will hold a key leadership role, bringing an analytical
approach to understanding and capturing opportunities in our market, through our freemium
offering. The VP of Growth will lead a team that is at the heart of our strategy to use an
analytical approach to improve customer acquisition and speed expansion.

You are data-driven and have a track record of taking successful new bets on growth. You are
an empathetic and cross-functional leader that embodies resourcefulness, high EQ, curiosity
and a “can-do” attitude. You have managed significant media budgets successfully against
performance targets. You have direct media buying expertise as well as experience in growth
strategies more broadly. You are excited to take bigger, calculated risks to drive new growth
strategies. You have successfully built, mentored, motivated and retained world-class growth
teams.

What makes you successful?

● 10+ years of experience in growth (with specific experience in large-scale user
acquisition) and within scrappy growth orgs
● Experience with freemium business models and monetization models
● Proven track record scaling and retaining high-performing Growth teams
● High-level strategic thinker with the ability to understand what’s going on at granular
levels of performance
● Strong communicator, both written and verbal
● Strong analytical skills, able to understand variables and apply logic to new problems
● Proactive, will follow up when things don’t get resolved

● Results oriented, takes ownership of outcomes and communicates learnings to the rest
of the team
● Synthesize complex data about marketing funnels, able to isolate and prioritize areas for
redress
● Prioritize customer segments for growth by sizing segments, understanding how they
buy, and evaluating competitor tactics
● Institutionalize a successful framework, attribution or otherwise, for evaluating and
comparing program effectiveness
● Steer the roadmap of technical systems (such as a marketing tech stack) with first-
principles thinking about user needs
● Demonstrate executive presence and are viewed as a trusted advisor while working
cross-functionally with Marketing, Sales, and Product; able to communicate complex
ideas succinctly
● Champion bold marketing ideas to the point of securing funding, demonstrating value,
and scaling programs
● Bachelor’s degree or higher in a related field

About Totango:

Totango is rewriting the rules for customer engagement and transforming the way businesses
connect with their customers. As the fastest growing and most trusted Customer Success
company in the world, Totango enables organizations of all sizes to unleash best-in-class data-
driven customer engagements that deliver experiences users crave and outsized business
results at scale. Our platform is used by some of the biggest enterprise and hottest SaaS
companies including Zoom, Google, Zeplin, Walkme, and SAP to understand and influence their
own customer engagement, to manage customer success, as well as to monitor and predict
customer health.

We offer competitive salary, great benefits, and you would be joining an awesome, collaborative,
open culture. If you know you're the right candidate, we would love to hear from you!

We are looking for a rock-star VP of Product Marketing to join our growing team at
Totango!

Totango is looking for a results-driven and highly collaborative Head of Product Marketing to
join our Marketing leadership team. This high-impact role will be responsible for overseeing the
product marketing function including helping to shape the full funnel journey experience for
our freemium users to help them be successful and increase conversion rates.

What’s your day look like?

● Develop and lead our overall product marketing strategy and processes - leading team
of product marketing managers to ensure product development is effectively translated
into the market through compelling content (website copy, blog, videos, case studies)
and across our digital campaigns
● Own positioning, messaging, pricing and content related to our product’s benefits and
differentiators, targeting different industries, segments, and personas with goals of
driving acquisition, lifting conversion rates, increasing engagement and growing revenue
● Conduct customer, market and competitive research to shape messaging, lead
generation campaigns, and sales activities; as well as identify opportunities for growth
● Support expansion of our product portfolio and related go-to-market activities
● Own the strategy and execution for new user onboarding and identify meaningful
moments to educate, engage, and introduce new members to product value
● Build and execute on go-to-market plans, collaborating closely with product, design,
demand generation, data teams, PR, and other cross-functional teams to ensure
consistent and impactful communication across channels to the market and customers
(e.g., website, field sales, Customer Success, partners and marketing campaigns) with
focus on driving awareness, improving sales cycle and maximizing product adoption
● Be the voice of the user within the product team based on insights gleaned from
advertising, website engagement, product data, member research, and prevailing
market trends

What makes you successful?

● 10+ years product marketing experience - ideally in B2B SaaS, marketing technology, or
a closely related space
● Proven track record of driving product awareness and adoption through a PLG model
across various industries and segments
● Outstanding abilities to translate customer needs and market demand into sharp and
compelling messaging, content, sales tools, and campaigns to help us meet our business
goals
● Track record of creating and executing on differentiated positioning, messaging, pricing,
content and product experiences that drove high velocity acquisition and high impact
conversion, engagement and revenue
● Experience in areas relating to customer engagement, experience, and / or Customer
Success
● Experience with freemium business models and monetization models
● Experience in building strong relationships with peers and stakeholders across sales,
marketing, product, CS, and more
● Advanced quantitative and deductive skills
● Ability to distinguish between the signal and the noise and make data-guided actions
● Passionate about driving impact through measurable results throughout the sales cycle
● Clear, concise communicator with excellent writing skills
● Ambitious problem solver with an entrepreneurial mindset, able to adapt to changing
circumstances and be solution-oriented
● High bar for quality and craft, and the ability to scale these standards across teams
● Ability to prioritize high-impact activities and keep complicated projects moving forward
● Proven track record scaling and retaining high-performing product marketing teams
● Bachelor’s degree or higher in a related field

About Totango:

Totango is rewriting the rules for customer engagement and transforming the way businesses
connect with their customers. As the fastest growing and most trusted Customer Success
company in the world, Totango enables organizations of all sizes to unleash best-in-class data-
driven customer engagements that deliver experiences users crave and outsized business
results at scale. Our platform is used by some of the biggest enterprise and hottest SaaS
companies including Zoom, Google, Zeplin, Walkme, and SAP to understand and influence their
own customer engagement, to manage customer success, as well as to monitor and predict
customer health.

We offer competitive salary, great benefits, and you would be joining an awesome, collaborative,
open culture. If you know you're the right candidate, we would love to hear from you!

Role: Enterprise Customer Success Manager

Company: Totango, Inc.

Location: Remote

Minimum experience level: 5 years

Are you ready to take your passion for customer success to the next level? Do you want to work for the leader in customer success solutions software to consult with companies across the globe on the very topic you are passionate about? If the answer is YES, come join Totango as we add more world-class Customer Success Managers to our knowledgeable, collaborative and fun Customer Success Team. 

As a Senior Customer Success Manager, you’ll be managing a portfolio of Enterprise clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

What you'll do:

• Be a world-class CSM to your Enterprise portfolio of customers by having a strong understanding of Customer Success concepts, best practices, and execution strategies
• Advocate for your customers, delivering value across the entire lifecycle
• Drive business outcomes and goals with your customers
• Re-enforce their value as the CS function, both internally and externally, in partnership with your customers
• Advise and assist customers on how to design and more easily scale their CSM programs
• Engage and educate customers on functionalities and best practices
• Increase the value Totango delivers to their organization and goals
• Maintain high levels of engagement and communication
• Work with executive sponsors to identify growth, renewal, and expansion opportunities
• Partner with Customer Success Engineers to ensure proper technical integrations
• Translate customer feedback, goals, and needs to improve Totango
• Be a thought leader and Totango advocate in customer interactions, industry and corporate events, and online in both customer-facing and internal communitie

• Experience in working with complex, multi-divisional, multi-geographical customers
• Possesses the ability to interface with C-level executives to drive program strategy and ROI
• Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to application end users

What you should bring to the role:

• 5+ years of relevant work experience in customer-facing customer success, professional services, or account management role (SaaS experience preferred)
• Proven track record in delivering great value to your customers
• Self-motivation, proactive team player
• Strong communication and interpersonal skills
• Diplomacy, tact, and poise when working through customer issues and escalations
• Bachelor's Degree or higher in a related field
• Ability to travel as needed for customer workshops and events
• Totango experience preferred
• Ideally ET working hours 

Benefits and Perks:

• Competitive Compensation
• Competitive benefits package - excellent medical, dental, vision
• Unlimited Vacation Time
• Random trivia challenges and team events
• Currently, we are working remotely

About us:

Totango is the leader in the Customer Success software and services space. Our platform is used by some of the biggest enterprise and hottest SaaS companies to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health. We are passionate about building technology that helps companies make their customers happy, reduces churn, and optimize revenue growth.

We offer a competitive salary, great benefits, and you'd be joining an awesome, collaborative, virtual culture.  If you know you're the right candidate, we would love to hear from you!

#LI-DNI

We are looking for a rock-star Head of Product Marketing to join our growing team at
Totango!

Totango is looking for a results-driven and highly collaborative Head of Product Marketing to
join our Marketing leadership team. This high-impact role will be responsible for overseeing the
product marketing function including helping to shape the full funnel journey experience for
our freemium users to help them be successful and increase conversion rates.

What’s your day look like?

● Develop and lead our overall product marketing strategy and processes - leading team
of product marketing managers to ensure product development is effectively translated
into the market through compelling content (website copy, blog, videos, case studies)
and across our digital campaigns
● Own positioning, messaging, pricing and content related to our product’s benefits and
differentiators, targeting different industries, segments, and personas with goals of
driving acquisition, lifting conversion rates, increasing engagement and growing revenue
● Conduct customer, market and competitive research to shape messaging, lead
generation campaigns, and sales activities; as well as identify opportunities for growth
● Support expansion of our product portfolio and related go-to-market activities
● Own the strategy and execution for new user onboarding and identify meaningful
moments to educate, engage, and introduce new members to product value
● Build and execute on go-to-market plans, collaborating closely with product, design,
demand generation, data teams, PR, and other cross-functional teams to ensure
consistent and impactful communication across channels to the market and customers
(e.g., website, field sales, Customer Success, partners and marketing campaigns) with
focus on driving awareness, improving sales cycle and maximizing product adoption
● Be the voice of the user within the product team based on insights gleaned from
advertising, website engagement, product data, member research, and prevailing
market trends

What makes you successful?

● 10+ years product marketing experience - ideally in B2B SaaS, marketing technology, or
a closely related space
● Proven track record of driving product awareness and adoption through a PLG model
across various industries and segments
● Outstanding abilities to translate customer needs and market demand into sharp and
compelling messaging, content, sales tools, and campaigns to help us meet our business
goals
● Track record of creating and executing on differentiated positioning, messaging, pricing,
content and product experiences that drove high velocity acquisition and high impact
conversion, engagement and revenue
● Experience in areas relating to customer engagement, experience, and / or Customer
Success
● Experience with freemium business models and monetization models
● Experience in building strong relationships with peers and stakeholders across sales,
marketing, product, CS, and more
● Advanced quantitative and deductive skills
● Ability to distinguish between the signal and the noise and make data-guided actions
● Passionate about driving impact through measurable results throughout the sales cycle
● Clear, concise communicator with excellent writing skills
● Ambitious problem solver with an entrepreneurial mindset, able to adapt to changing
circumstances and be solution-oriented
● High bar for quality and craft, and the ability to scale these standards across teams
● Ability to prioritize high-impact activities and keep complicated projects moving forward
● Proven track record scaling and retaining high-performing product marketing teams
● Bachelor’s degree or higher in a related field

About Totango:

Totango is rewriting the rules for customer engagement and transforming the way businesses
connect with their customers. As the fastest growing and most trusted Customer Success
company in the world, Totango enables organizations of all sizes to unleash best-in-class data-
driven customer engagements that deliver experiences users crave and outsized business
results at scale. Our platform is used by some of the biggest enterprise and hottest SaaS
companies including Zoom, Google, Zeplin, Walkme, and SAP to understand and influence their
own customer engagement, to manage customer success, as well as to monitor and predict
customer health.

We offer competitive salary, great benefits, and you would be joining an awesome, collaborative,
open culture. If you know you're the right candidate, we would love to hear from you!

We are looking for a rock-star Director of Brand and Creative to join our growing team at
Totango!

The Director of Brand and Creative is a key driver in shaping and developing Totango’s unique
brand, now and into our future. This role will lead the brand marketing team’s effort to create a
cohesive brand strategy, brand story, and execution plan based on our company’s value
proposition, product experience, and market trends. This leader will also be responsible for
evangelizing this strategy and brand narrative across the business in order to ensure that
execution is aligned across the board, from advertising and digital campaigns to our customer-
facing product experiences. The ideal candidate has proven experience executing customer-
centric, data-driven, and compelling strategies and creative to bring a brand to life.

What’s your day look like?

● Lead our brand marketing team in efforts involving brand positioning, brand
consistency, customer insights, and brand building for Totango
● Translate customer, business and channel insights into new opportunities to drive
business growth; present and champion recommendations across the organization
● Lead the development of cohesive brand guidelines for Totango; ensure standards are
adhered to and programs are executed
● Own visual direction and execution of all aspects of Totango’s brand defining campaigns
● Manage internal creative and design team to deliver world-class internal and external
creatives while driving and safeguarding Totango’s brand voice and business objectives
● Work cross-functionally to present a cohesive and compelling brand experience and
marketing campaigns for our target customer in order to build awareness, engagement,
sales, and loyalty
● Build strong working relationships with leaders across the business in order to facilitate
the execution and iteration of marketing initiatives

What makes you successful?

● 8+ years of brand management experience including managing creative team and
outside agencies
● Proven experience implementing brand through PLG experiences on website and
through digital campaigns
● Effective storytelling, communication and presentation skills that can be adapted for
audiences at all levels across the organization
● Experience successfully scaling a variety of marketing programs across global channels
through media, community, digital and sales teams
● Ability to extract insights from multiple data sources, and translate them into actionable
and measurable strategies and plans designed to build a lasting brand

● Strong ability to challenge the status quo and pursue new ways of thought
● Highly self-motivated and comfortable in ambiguity, in an environment that requires an
ability to learn and adapt quickly
● Strong cross-functional leadership
● Excellent creative, analytical and business acumen
● Bachelor’s degree or higher in a related field

About Totango:

Totango is rewriting the rules for customer engagement and transforming the way businesses
connect with their customers. As the fastest growing and most trusted Customer Success
company in the world, Totango enables organizations of all sizes to unleash best-in-class data-
driven customer engagements that deliver experiences users crave and outsized business
results at scale. Our platform is used by some of the biggest enterprise and hottest SaaS
companies including Zoom, Google, Zeplin, Walkme, and SAP to understand and influence their
own customer engagement, to manage customer success, as well as to monitor and predict
customer health.

We offer competitive salary, great benefits, and you would be joining an awesome, collaborative,
open culture. If you know you're the right candidate, we would love to hear from you!

Location: Remote (East Coast U.S. preferred)

Minimum experience level: 2 years

If you love innovative, state-of-the-art technology and love helping customers succeed, you'll love working with us here at Totango!

We're looking for another great Integrations Support Engineer to assist our customers in their use of Totango's products and to ensure ongoing success with our rapidly growing company.  This is a great role for someone who wants to build upon their technical abilities.

The Support Engineers are a key part of the Product Expert team.  You will be the first-line for answering questions about a complex SaaS product and assisting in diagnosing logic errors in filtering mechanisms.  You will become integral to the company and our customers, becoming more than just an expert in product support - you'll learn operations, integrations, QA skills, and deep product knowledge.

Your responsibilities:

• Diagnose integration issues, determine root cause, and fix the issue or escalate to the integrations development team
• Provide feedback to the integrations product and development teams on improving our integration tools
• Serve as the primary resource for integrations support
• Manage and provide first response to customer support inquiries
• Replicate and troubleshoot issues using a variety of tools
• Manage critical support issues realtime, internal and external communications
• Report issues to our Tier 2 & Tier 3 support teams
• Communicate clearly with customers about issues impacting their service
• Analyze issue priority & severity and communicate accordingly
• Update articles and document FAQs on public help center and / or internal wiki
• Execute internal processes to streamline and scale support

What makes you the right fit:

• Some flexibility to cover non-standard work hours as needed
• 2+ years SaaS experience
• Passion for customer service and helping others
• Strong focus on organization and detail
• Ability to distill complex concepts into layman's terms
• Interest in learning and challenging yourself every day

Technical Skills:

• Technical background, ideally with SaaS products and services
• Basic SQL skills
• Experience reading and searching logs
• Experience with ticketing systems such as Zendesk and Jira
• Basic API knowledge
• Experience with CRMs, ideally SFDC Admin Certification
• Experience managing or moderating a customer Knowledgebase

Big plus if you have the following:

• Coding experience in a programing language
• Familiarity with HTML / CSS
• Experience with 3rd party integrations
• Prior experience with user testing / QA
• Exposure to Customer Success

Tell us what makes you stand out!

• What do you like about engaging with customers?
• Why do you think you’ll be a good fit at Totango?

About Totango:

Totango is the leader in Customer Success software and services space. Our platform is used by some of the biggest enterprise and hottest SaaS companies to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health. We are passionate about building technology that helps companies make their customers happy, reduces churn, and optimize revenue growth.

We offer competitive salary, great benefits, and you'd be joining an awesome, collaborative, open office culture.  If you know you're the right candidate, we would love to hear from you!