Value Partner

Totango

11d • CA$131,000 - CA$146,000

About The Position

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.

Requirements

• 3–5+ years of experience in Customer Success, Account Management, Strategic Customer Management, or a similar customer-facing SaaS role.
• 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.

Nice To Haves

• 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.

Responsibilities

• Turn Customer Goals Into Measurable Value: 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?
• Lead Customers Through Technology Transformation: 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.
• Own Activation for Your Customers: 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.
• Own Renewals and Commercial Outcomes: 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed