Customer Success Manager

1 week ago


Glendale, Arizona, United States ServiceTitan Full time
About This Role

We are seeking a highly skilled and experienced Client Success Manager to join our team at ServiceTitan. As a Client Success Manager, you will be responsible for proactively engaging with clients and serving as a trusted advisor to help them achieve their strategic goals and desired outcomes through their interactions with our company.

Key Responsibilities
  • Develop and Execute Client Success Plans: Establish and improve relationships with clients through proactive and regular communication that monitors overall client 'health'. This includes conducting business value reviews and identifying opportunities for growth and expansion.
  • Act as Subject Matter Expert: Stay current on product offerings and serve as a point of contact for all client needs, including new products, upgrades/migrations, training materials, and service programs.
  • Manage Client Relationships: Serve as the account/relationship manager for a portfolio of clients, creating success plans that outline critical success factors, metrics for success, potential issues, and provide recommendations.
  • Collaborate with Internal Teams: Work cross-functionally with internal teams, including implementation, Training, Sales, and FieldRoutes teams, to ensure clients are transitioned properly and receive the support they need.
  • Monitor Client Performance: Develop a working knowledge of the performance of the accounts by monitoring client activity to identify any changes in performance that may indicate a service or other issue.
  • Provide Feedback and Insights: Provide feedback to the product team on new features and offerings that our key clients have identified, and identify opportunities to sell additional services to clients and pass opportunities on to Sales.
Requirements
  • Experience: Three to five years of experience in B2B Account Management or Client Success experience, with a strong preference for experience in the SaaS industry.
  • Skills: Proven client success professional with a strong ability to articulate vision, strategy, and plans, experience working within matrixed environments, and experience with CRM platforms (i.e. Salesforce, HubSpot).
  • Personal Qualities: Strong verbal and written communication skills, ability to interact effectively at all levels of an organization and cross functionally, influence and advocate on behalf of the client, and ability to anticipate change and proactively adjust priorities and strategies accordingly.
About ServiceTitan

ServiceTitan is a leading cloud-based and mobile SaaS provider in the pest control and lawn care industries. We are a proud member of the ServiceTitan family and are committed to providing our clients with the best possible solutions to help them achieve their goals.



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