Customer Success Manager, Strategic

1 week ago

Glendale, California, United States ServiceTitan Full time
Unlock Long-Term Success as a Customer Success Manager, Strategic

At ServiceTitan, we're on a mission to help our customers achieve the extraordinary. As a Customer Success Manager, Strategic, you'll play a critical role in driving long-term success for our largest customers, our strategic accounts. You'll build strong partnerships with management contacts, collaborate on projects, and drive ongoing success, product adoption, and evangelism.

Key Responsibilities:
  • Develop and maintain strong 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
  • Gather intelligence on how customers are using our products and determine what features and services are 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
What We're Looking For:
  • 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success
  • Self-starter with the ability to thrive in an entrepreneurial, fast-paced environment
  • Exceptional account management skills and project management skills with strict attention to detail
  • Demonstrated ability to learn new software programs and identify opportunities to use their full potential
  • Natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks, and issues
  • Problem-solver with a demonstrated ability to overcome challenges and ambiguity with creative solutions
  • Team player with strong communication and organizational skills
What We Offer:
  • Flexible time off with ample learning and development opportunities
  • Comprehensive onboarding program, leadership training, and other programs and events
  • Bonusly, peer-nominated awards, and other recognition programs
  • Company-paid medical, dental, and vision benefits, FSA and HSA, 401k match, and telehealth options
  • Parental leave and support, adoption reimbursement, on-demand maternity support, and more

We celebrate individuality and uniqueness at ServiceTitan. 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.

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