Customer Success Manager, Strategic

1 month ago

Glendale, California, United States ServiceTitan Full time
Job Title: Customer Success Manager, Strategic

At ServiceTitan, we're looking for a highly skilled Customer Success Manager, Strategic to join our team. As a key member of our customer success team, you'll be responsible for managing the long-term success of our largest customers, our strategic accounts.

Key Responsibilities:
  • Develop strong working relationships with corporate contacts in strategic accounts
  • Coach and train on product best practices and workflows to corporate staff, franchise owners, and end users
  • Collaborate with customers and product managers to manage product enhancement requests
  • Act as a subject matter expert on custom product features for strategic accounts
  • Manage initiatives to increase product adoption, customer satisfaction, and evangelism
  • Analyze user engagement data and identify actionable insights - KPIs will be reported on regularly
  • Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
  • Build and present business reviews and provide recommendations to reinforce the value of ServiceTitan
  • Act as an escalation point on customer support tickets
  • Update account and contact records for strategic accounts to ensure accurate reporting
  • Identify areas for improvement in the customer experience, both in our product and processes
  • Onboard new customers to ServiceTitan - Customer Success Managers primarily own the long-term relationship with customers, but may assist with new customer onboarding as needed
Requirements:
  • 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success
  • Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate, and work well with others
  • Exceptional account management skills & project management skills with strict attention to detail
  • Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
  • A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks, and issues
  • Be a problem-solver who has a demonstrated ability to overcome challenges and ambiguity with creative solutions
  • Team player with strong communication and organizational skills, and an ability to 'roll with the punches'
  • < 15% travel nationwide (TBD based upon travel restrictions due to COVID-19)
What We Offer:
  • Flextime, recognition, and support for autonomous work
  • Holistic health and wellness benefits
  • Support for Titans at all stages of life

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. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role for candidates residing in the United States is between $86,000 USD - $124,000 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity, and a holistic suite of benefits.

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