Pros
With few exceptions — many of whom now feel stuck rather than supported — those who were genuinely passionate about Totango’s mission and the broader customer success discipline have since moved on to more aligned and fulfilling opportunities.
Cons
Totango has undergone significant changes, and unfortunately, not all of them are for the better. What was once a respected name in customer success has been steered in a very different direction under new leadership. The company is now led by a new individual with a history of failed ventures, raising serious concerns about long-term vision and financial stability. Despite the strength of the Totango brand, the current leadership does not appear to value customer success as a discipline — a surprising stance for a company built around that very concept. The internal culture has shifted toward one that many professionals may find challenging. Daily status updates to executive leadership are expected, and there’s a pervasive sense of micromanagement. Manipulative insincerity runs rampant. In one notable example, the CEO openly described their leadership style as a “dictatorship” — a statement that speaks volumes about the current environment. If you value autonomy, authentic leadership, and a culture built on trust and respect, you may want to explore other opportunities.