Portfolio Value Partner at Totango in Remote

Summary: Totango is on a mission to help businesses grow by investing in their customers, and they are seeking a Portfolio Value Partner to manage a high-volume portfolio of SMB and digitally supported customers. This role involves ensuring customers realize value from Totango while navigating renewal cycles and contributing to the evolution of customer success processes. Responsibilities: - 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 platform - Monitor account health, engagement signals, and product usage to ensure customers are progressing toward value - 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 - 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 - Identify opportunities where customers could deepen their use of Totango - Surface expansion opportunities to the sales team when appropriate - Help customers identify new ways to operationalize Customer Success and Customer-Led Growth strategies - Contribute to the evolution of our scaled Customer Success model - 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Customer Success, Account Management, High-volume management Important Skills: SaaS experience, Relationship Management, Data-driven mindset