Senior Manager, Strategic Customer Success

🕒 Yesterday

🇺🇸 United States – Remote

💵 $168.2k - $269.9k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ServiceTitan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

📦 Logistics

📣 Marketing

💰 $200M Series G on 2021-06

Consulting • Logistics • Marketing

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.

📋 Description

• Manage a team of 8–10 Customer Success Managers to achieve KPIs • Coach and develop talent, elevate performance, and grow consultative leaders • Partner with CSMs to execute retention strategies and identify expansion opportunities • Deliver measurable business outcomes for customers • Establish expectations, metrics, and operational rigor • Anticipate risks and guide resolution strategies, engaging executives as needed • Execute strategic priorities at the organizational and company level • Track and communicate progress through reporting and feedback loops with leadership • Partner with Product, Sales, Onboarding, and Support teams • Gather and synthesize customer feedback to influence product strategy • Build customer relationships at the C-suite level • Hire, onboard, and mentor top talent • Work autonomously in a highly dynamic environment to achieve outcomes

🎯 Requirements

• 3+ years of people management experience in Customer Success or Account Management within Strategic or Enterprise teams • Proven experience managing large, complex customers • Deep understanding of renewal and expansion motions • Proven success hitting targets and owning team forecasting and goals • Strong coaching and people leadership skills • Excellent business acumen and ability to consult on best practices, process optimization, and ROI realization in the product • High emotional intelligence, with strong listening, empathy, and communication skills • Exceptional organization and project management capabilities • Proactive owner mindset and resilience in navigating ambiguity or challenge • Ability to travel up to 20%

🏖️ Benefits

• Flexible time off • Learning and development opportunities • Comprehensive onboarding program • Leadership training • Programs and events • Bonusly rewards • Peer-nominated awards • Company-paid medical, dental, and vision insurance • 100% employer-paid options and 90% dependent coverage • FSA and HSA • 401(k) match • Telehealth options including One Medical memberships • Parental leave and support • Up to $20k in fertility services, including 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 • Variable commission plan • Equity

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