Customer Success Director
Arlington, VA · On-site
Strong familiarity with CRM systems and customer success platforms ; experience with Microsoft Dynamics, Salesforce, Totango, or similar tools is advantageous * Excellent customer relationship ...
Customer Success Director
Arlington, VA · On-site
Strong familiarity with CRM systems and customer success platforms ; experience with Microsoft Dynamics, Salesforce, Totango, or similar tools is advantageous * Excellent customer relationship ...
Totango information
How does a Customer Success Manager using Totango typically collaborate with other departments to enhance the customer experience?
Customer Success Managers (CSMs) utilizing Totango often work closely with sales, product, and support teams to ensure a seamless customer journey. By leveraging Totango's data-driven insights, CSMs can proactively communicate customer needs or issues to the right teams, facilitating faster resolutions and product improvements. Regular cross-functional meetings and shared dashboards are common practices, enabling teams to align on customer goals and drive retention strategies. This collaborative environment not only benefits the customer but also supports professional growth for CSMs through exposure to different business functions.
What is Totango?
Totango is a customer success platform designed to help businesses manage and optimize the customer journey. It provides tools for tracking customer health, automating workflows, and analyzing customer data to improve retention and growth. Companies use Totango to gain insights into customer engagement, identify risks and opportunities, and deliver personalized experiences at scale. The platform integrates with various business systems, making it easier for customer success teams to collaborate and achieve their goals.
What is the difference between Totango vs Customer Success Manager?
| Aspect | Totango | Customer Success Manager |
|---|---|---|
| Primary Role | Software platform for customer success management and engagement | Professional responsible for managing customer relationships and retention |
| Required Skills | CRM tools, data analysis, SaaS knowledge | Communication, relationship management, problem-solving |
| Work Environment | Tech companies, SaaS providers, customer success teams | Customer-facing roles across various industries |
| Certifications | None specific, SaaS and CRM familiarity preferred | Customer success certifications beneficial |
While Totango is a software platform used by customer success teams, a Customer Success Manager is a professional role focused on managing customer relationships. Totango enables CSMs to perform their duties more effectively, but they are distinct entities: one is a tool, the other a role.
What are the key skills and qualifications needed to thrive as a Totango Customer Success Manager?
To thrive as a Totango Customer Success Manager, you need a solid understanding of customer success principles, account management, and SaaS business models, often supported by a bachelor's degree. Familiarity with the Totango platform, CRM systems like Salesforce, and data analysis tools is typically required. Exceptional communication, problem-solving abilities, and relationship-building skills help you proactively address customer needs and drive retention. These skills and qualifications are crucial for ensuring customers achieve their goals with the product, leading to higher satisfaction and business growth.
What are popular job titles related to Totango jobs in Virginia? For Totango jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching Totango jobs in Virginia look for? The top searched job categories for Totango jobs in Virginia are:
- Flexible Senior Customer Success Manager
- Product Success Manager
- Manager Of Customer Success
- Customer Success Manager Edtech
- Work From Home Customer Success Manager Remote
- Self Employed Customer Success Manager
- Customer Success Operations Analyst
- Technical Customer Success Manager
- Client Success
- Remote Classlink
What cities in Virginia are hiring for Totango jobs? Cities in Virginia with the most Totango job openings:
Job description
Overview of the position
The Customer Success Director is a key leadership role, responsible for leading Enhesa's customer success team in support of client retention, customer value, service adoption/training, and long-term account health. The role is accountable for achieving Gross Retained Revenue targets and ensuring that customer-facing teams operate effectively within a quarterly, target-driven commercial structure.
Reporting to the SVP Commercial, this position manages a team of four professional Customer Success Managers and is responsible for coaching the team towards their quarterly "plan to goal." The Customer Success Director will ensure strong execution against renewal, retention, engagement, and customer success objectives, while maintaining a consultative and customer-centric approach.
The ideal candidate is an experienced B2B customer success leader with a strong commercial mindset, proven experience operating in a quarterly target-driven environment and preferably experience in a SaaS and/or high-growth business.
Main tasks and responsibilities
- Own and deliver Gross Retained Revenue targets across Enhesa's Product and Chemical intelligence portfolios
- Lead, coach, and manage a team of four Customer Success Managers, ensuring clear accountability against individual and team goals
- Translate quarterly business targets into actionable team plans, supporting each manager in working their accounts and activities towards their "plan to goal"
- Establish a consistent operating rhythm for forecasting, pipeline inspection, renewal readiness, customer health reviews and performance management
- Drive customer retention by ensuring proactive engagement, strong relationship management, and timely identification/mitigation of renewal risks
- Build and maintain executive-level customer relationships, acting as an escalation point and senior sponsor where required
- Collaborate closely with Sales, Account Management, Product, Finance, and Marketing to support customer outcomes and commercial performance
- Develop and monitor key customer success KPIs, including Gross Retained Revenue, renewal rates, customer health, engagement levels, trainings, risk status, and customer satisfaction
- Ensure Customer Success Managers use CRM and customer success tools accurately and consistently to manage accounts, document activity, and forecast outcomes
- Support the development of scalable processes, playbooks, and best practices for renewals, customer engagement, risk management, and value realization
- Represent the voice of the customer internally, sharing insights that support product development, operational improvement, and commercial strategy
- Foster a high-performance, collaborative, and accountable team culture aligned to Enhesa's growth objectives.
Key requirements
- Education. Bachelor's degree in Business, Marketing or a similar field of study from an accredited university is required.
- Experience. 3-5+ years' experience managing customer success teams in a business-to-business (B2B) environment in the software, software as a service (SaaS), IT, insurance, engineering, financial services or consultancy industry.
- Proven ability to lead teams in a quarterly target-driven commercial environment
- Strong experience managing customer-facing professionals against revenue, retention, or renewal targets
- Clear understanding of Gross Retained Revenue and the activities required to protect and improve retained revenue performance
- Experience coaching teams through structured plans, performance reviews, pipeline management, and "plan to goal" execution
- Strong familiarity with CRM systems and customer success platforms; experience with Microsoft Dynamics, Salesforce, Totango, or similar tools is advantageous
- Excellent customer relationship management skills, including executive-level communication and escalation handling
- Strong analytical capability, with the ability to interpret customer health data, account trends, renewal forecasts, and performance metrics
- Demonstrated ability to operate cross-functionally with Sales, Product, Finance, Marketing, and Operations
- Commercially astute, structured, and comfortable working in a fast-paced growth environment
- Excellent interpersonal, presentation, negotiation, and conflict resolution skills
- High levels of professionalism, personal drive, ownership, and accountability
- Collaborative team player with the ability to share information, best practices, and feedback constructively.
About Enhesa
Sourced by ZipRecruiter
Industry
Law firms
Company size
51 - 200 Employees
Headquarters location
Arlington, VA, US
Year founded
1989