Customer Care Partner (EMEA)
About Totango At Totango , we’re on a mission to help businesses grow by investing in their customers. Totango ’s Customer Growth Platform is centered around the entire customer journey by providing a single source of truth for insights, health monitoring, cross-functional collaboration, and workflow automations. Join us on our mission to help businesses thrive! Who we are: Bias for action. We don’t wait. We use good judgment, make decisions quickly, and keep things moving — even if that means learning by doing Constructive dissent. We speak up and debate ideas with respect. Once a decision is made, we align and move forward as a team . Assume Positive intent. We assume the best in each other. No politics, no blame — we are one team working toward a shared goal. Clear communication. We don’t rely on guesswork. We’re specific with our words and always make sure decisions are clearly understood. Work > meetings. Meetings help us get aligned, but the real work happens during focused time and with customers. We protect that time fiercely. Nothing is sacred. We’re not tied to how things were done before. We adapt fast, iterate often, and build what’s right for what’s next. Your base pay is one part of your total compensation package and is determined within a range. We take into account numerous factors in deciding on compensation, such as experience, job-related skills, relevant education or training, and other business and organizational requirements. The salary range provided corresponds to the level at which this position has been defined. Totango is an equal opportunity employer, meaning that we do not discriminate based on race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. Diversity is more than just good intentions; we are committed to creating an inclusive environment for all employees About the role As a Customer Care Partner, you’re not just resolving technical issues, you’re creating moments of care. Our philosophy goes beyond traditional support: we believe customer care is the human side of customer support. It’s not just what you do, but how you do it. You’ll be the first point of contact when a customer reaches out, taking full ownership of their experience. That means triaging quickly, troubleshooting thoughtfully, and sticking with the issue until it’s resolved. Whether you're solving it yourself or partnering with others across the company, you’ll be the customer’s advocate, their guide, and their champion. What you’ll do Respond quickly and thoughtfully to customer inquiries Investigate and troubleshoot technical issues using internal tools and logs Manage high-priority cases and coordinate across teams in real time Escalate product issues and own them through resolution Keep customers informed with clear, compassionate communication Assess urgency and impact, and prioritize accordingly What you bring At least 1 year of experience working in B2B SaaS Excellent written and verbal communication skills A collaborative mindset and experience working cross-functionally (Product, Sales Engineering, CSMs, etc.) A strong sense of ownership (you don’t pass the buck) Passion and proven experience of providing high quality customer service, and deep respect for the customer experience within the tech industry. Detail orientation and organizational strength The ability to translate technical issues into plain language Basic SQL skills and experience reading logs Experience with tools like Zendesk and Jira Bonus Points If You Have Experience with customer growth platforms, CRM, or data integration tools Familiarity with sales-led or value-based Customer Success strategies Why Join Us At Totango , you won’t be treated like a ticket-closer; you’ll be valued as a strategic partner in our customer experience. Here’s what you can expect: Meaningful work: You’ll play a direct role in helping customers achieve their goals and feel supported every step of the way. Your work matters! Not just to the customer, but to the entire company. Empowered ownership: We trust you to own the customer experience end-to-end. No micromanaging. No silos. Just support, autonomy, and clear expectations. A human-centered culture: We believe in care over checklists, relationships over transactions. You’ll be joining a team that leads with empathy and communicates like real people. Growth & learning: We’re constantly improving, experimenting, and iterating. You’ll have a voice here, and you’ll grow alongside a supportive, cross-functional team. Customer-first values: At Totango , Customer Success is a company-wide commitment. You’ll be surrounded by people who care deeply about doing right by our customers. If you’re looking for a place where support is strategic, empathy is expected, and outcomes matter, we’d love to meet you. Originally posted on Himalayas