Manager, Customer Success, Enterprise

🕒 Junho 18

🏄 California, Connecticut, +7 estados a mais – Remoto

🏄 California – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $134.500 - $201.700 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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ServiceTitan

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2012

💼 Consultoria

📦 Logística

📣 Marketing

💰 $200.000.000 Series G em 2021-06

Consulting • Logistics • Marketing

ServiceTitan é uma plataforma de software abrangente projetada para a indústria de serviços, oferecendo soluções para melhorar a produtividade e a rentabilidade das empresas. Apresenta uma variedade de recursos, incluindo despacho, agendamento, marketing, relatórios e ferramentas de experiência do cliente, adaptadas para áreas como encanamento, HVAC, serviços elétricos e mais. A ServiceTitan busca capacitar as empresas ao otimizar operações, melhorar o fluxo de caixa e oferecer experiências superiores aos clientes através de uma plataforma tudo-em-um. O software inclui análises de dados em tempo real, opções de financiamento e capacidades móveis para apoiar as necessidades operacionais dos empreiteiros e aumentar suas fontes de receita. Ao consolidar múltiplas funções de negócios em uma única plataforma, a ServiceTitan visa ajudar os empreiteiros a crescer de forma rentável e eficiente.

Descrição

• Provide consistent coaching, feedback, and career development for Enterprise CSMs. • Partner with CSMs to execute retention strategies, identify opportunities for expansion, and deliver measurable business outcomes for customers. • Establish clear expectations, metrics, and operational rigor to ensure every CSM runs their business with precision and accountability. • Encourage experimentation and process innovation to improve efficiency, automation, and customer experience across the team. • Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership. • Set strategic priorities aligned with company OKRs. • Track and communicate progress through reporting and ongoing feedback loops. • Partner with Product, Sales, Onboarding, and Support teams to ensure a seamless customer journey and strong internal alignment. • Gather and synthesize customer feedback to influence product strategy and advocate for continuous improvement. • Recruit, onboard, and mentor top talent while maintaining a culture of passion, curiosity, and care.

🎯 Requisitos

• 4+ years of people management experience in Customer Success or Account Management within a SaaS environment. • Proven success leading Enterprise or Strategic accounts and teams managing large, complex customers. • Strong coaching and people leadership skills, motivating others to perform at their best while fostering a culture of trust, collaboration, and accountability. • Excellent business acumen and ability to consult on best practices, process optimization, and ROI realization. • High emotional intelligence, with strong listening, empathy, and communication skills. • Exceptional organization and project management capabilities, able to balance multiple priorities with precision. • A proactive, solution-oriented mindset and resilience in navigating ambiguity or challenge. • Deep understanding of SaaS metrics, retention levers, and customer health management. • Passion for technology, curiosity, and a desire to continuously learn and innovate. • Ability to travel up to 20% as conditions are safe according to health officials.

🏖️ Benefícios

• Flexible time off with ample learning and development opportunities to continue growing your career. • Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. • Great work is rewarded through Bonusly, peer-nominated awards, and more. • Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents). • FSA and HSA, 401k match, and telehealth options including memberships to One Medical. • Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement. • On demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk. • Pet insurance, legal advisory services, financial planning tools, and more.