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Customer Success Manager
3 months ago
Ready to be a Titan? As a Pool Team Customer Success Manager, you play a crucial role in ensuring our customers' success and satisfaction. You'll be responsible for building strong relationships with our customers, understanding their needs, and empowering them to set big goals with ServiceTitan as the ultimate tool to achieve the extraordinary in their business. You will serve as the preferred CSM to a designated list of customers assigned to the CSM Pool Team and partner with these customers to optimize their use of ServiceTitan to drive business results. In doing so you will be a key driver ensuring retention and growth of ServiceTitan’s revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints to continue pacing their journey with ServiceTitan. As a member of the CSM Team, you will be passionate about delivering customer transformations and answering questions like: What’s the most valuable transformation I can offer my customer? What’s the fastest way I can deliver that value to them? How can my communication make their life easier? How can I build a long-term relationship with them and truly make them feel at home with the ServiceTitan family? What You’ll Do: Account Ownership: Act as a “preferred CSM” to approximately 250 accounts assigned to CSM Team, serving as the main point of contact for the customer, our executive team, and any internal partners regarding these accounts. Relationship Management: Commit to exceeding customer expectations, maintain long-term, senior-level relationships with your account’s POCs, take ownership of challenging customer situations, manage them effectively, and see them through to resolution. Drive Value and ROI: Guide customers to maximize their business through an intimate understanding of the ServiceTitan platform, with the ability to resolve complex issues and create comprehensive, customer-facing value plans to demonstrate ROI of ServiceTitan to key stakeholders. Reactive Engagement: Act as the primary point of contact for customer inquiries and issues, working closely with internal teams to drive timely resolutions. Proactive Engagement: Proactively reach out to customers through phone calls and written communication to understand their goals, and roadblocks, and ensure their needs are met. Data Analysis: Utilize data to track customer success metrics and leverage user engagement data to design targeted campaigns that proactively engage with customers who are not utilizing key features of ServiceTitan vital to achieving their desired outcomes. Mitigate Escalations and Churn Risk: Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise. Facilitate Resolutions: Approach all customer interactions with a positive, can-do attitude, identify customer pain points, and work with cross-functional teams to provide effective solutions. Provide Product Training: Provide training and guidance to customers, ensuring they utilize our software effectively. Create Promoters: Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers' experience. Project Management: Break down complex issues and stay highly organized in managing customer accounts, ensure timely follow-ups, and document interactions. Gross Revenue Retention: Monitor customer usage and engage in renewal discussions to ensure long-term satisfaction and maximize up-selling and cross-selling opportunities. Feedback Collection: Gather and relay customer feedback to the product and development teams for continuous improvement. Customer Loyalty: Identify opportunities for customer advocacy, such as success stories and referrals. What You’ll Bring: 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred. A customer value, ROI, and business outcome-driven mindset. Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan. Strong de-escalation and problem-solving skills. Highly skilled in written and verbal communication. Proven ability to multi-task and manage multiple projects at a time with strong attention to detail. Self-starter that thrives in an entrepreneurial, fast-paced environment. Quick thinking, fast learning, and solution-oriented. Self-motivated and able to work effectively in a remote setting. Highly organized and detail-oriented. Project management skills and experience are a plus. Exceptional organizational and time management skills. Empathetic with a customer-focused approach. Passion for phone-based customer interactions. Preferred Skills And Experience: Project management. Sales. Data or Business performance analytics. Operational use of SalesForce, Gainsight, and Tableau. Highly proficient in ServiceTitan workflows and best practices. Be Human With Us: Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. What We Offer: When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career: Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities. Holistic health and wellness benefits: Company-paid medical, dental, and vision. Support for Titans at all stages of life: Parental leave, adoption reimbursement, and more. At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. ServiceTitan is committed to fair and equitable compensation for all of our employees. The expected salary range for this role for candidates residing in the United States is between $53,000 USD - $76,000 USD. #J-18808-Ljbffr
