Customer Success Manager

April 2

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ServiceTitan

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SaaS • B2B • Marketplace

ServiceTitan is a comprehensive software platform designed for the trades industry, providing solutions to enhance productivity and profitability for businesses. It offers a variety of features including dispatching, scheduling, marketing, reporting, and customer experience tools, tailored for trades like plumbing, HVAC, electrical services, and more. ServiceTitan seeks to empower businesses by optimizing operations, improving cash flow, and delivering superior customer experiences through an all-in-one platform. The software includes real-time data analytics, financing options, and mobile capabilities to support the operational needs of contractors and increase their revenue streams. By consolidating multiple business functions into a single platform, ServiceTitan aims to help contractors grow profitably and efficiently.

1001 - 5000 employees

Founded 2012

☁️ SaaS

🤝 B2B

🏪 Marketplace

💰 $200M Series G on 2021-06

📋 Description

• Act as a “preferred CSM” to approximately 100 accounts assigned to CSM Team. • Commit to exceeding customer expectations, maintain long-term, senior-level relationships. • Guide customers to maximize their business through an intimate understanding of the ServiceTitan platform. • Engage with customers proactively through calls and communication. • Utilize data to track customer success metrics and design targeted campaigns. • Monitor account health and flag risk behaviors to engage with customers proactively. • Approach all customer interactions positively, identifying pain points and providing effective solutions. • Provide product training and guidance to customers, ensuring their effective use of our software.

🎯 Requirements

• 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.

🏖️ Benefits

• 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. • Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support. • Free breast milk shipping, pet insurance, legal advisory services, financial planning tools.