Job Description

We are seeking a Totango System Administrator to lead the implementation, configuration, and ongoing management of Totango, our Customer Success platform. This role will play a critical part in ensuring the platform effectively supports customer engagement, adoption, and retention strategies. This role will work closely with the Director of Customer Success and the Principal Program Manager for Digital Customer Success to align Totango s capabilities with business objectives, streamline processes, and optimize system performance. Additionally, this role will collaborate with cross-functional teams, including Customer Success, Sales, IT, and Data Analytics, to enhance customer journey tracking, automate workflows, and drive business insights. Key Responsibilities Totango Administration & Configuration: Configure, maintain, and optimize Totango s SuccessBlocks to align with business needs. User Management & Security: Administer user roles, permissions, and security settings while ensuring compliance with GDPR and data governance policies. Data Integration & Management: Manage and oversee integrations between Totango and other enterprise systems such as Salesforce, Snowflake Datawarehouse, Gong and other business critical platforms. Process Automation : Implement automated workflows and triggers within Totango to support customer onboarding, adoption, and retention strategies. Partnership with Principal Program Manager: Work closely with the Principal Program Manager for Digital Customer Success to align Totango s usage with business priorities, drive user adoption, and enhance reporting capabilities. Troubleshooting & System Support: Identify and resolve system issues, working with vendors and internal teams to optimize platform performance. Reporting & Analytics: Develop dashboards and reports within Totango to provide actionable insights into customer health, engagement, and churn risk. End-User Training & Adoption: Conduct training sessions and create enablement materials to enhance Totango adoption among Customer Success teams. Continuous Improvement: Stay up to date with Totango updates, best practices, and new features, making recommendations to optimize system capabilities. Required Qualifications & Experience 2+ years of experience in Totango administration, configuration, or a similar Customer Success Platform (Gainsight, ChurnZero, etc.). Strong understanding of Customer Success operations and customer lifecycle management. 2+ years of experience with CRM platforms such as Salesforce, HubSpot, or Microsoft Dynamics. Experience with API-based integrations and data management tools (Snowflake, SQL, ETL processes). Ability to translate business needs into technical solutions through system configuration and workflow automation. Strong analytical and problem-solving skills, with the ability to troubleshoot technical issues independently. Excellent communication skills, with experience working cross-functionally across technical and non-technical teams. Bachelor s degree in Computer Science, Business, Data Science, or a related field. Preferred Qualifications Experience in SaaS or enterprise software industries. Knowledge of customer engagement strategies and data analytics. Familiarity with enterprise security and compliance best practices. Certifications in Totango or related platforms are a plus. Certifications in Salesforce administration is a plus