Customer Success Manager, Enterprise

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $59k - $94.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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

• Proactively engage clients as a trusted advisor to drive retention, product adoption, client satisfaction, and revenue growth • Partner with clients using business and industry knowledge to help achieve strategic goals and desired outcomes through Aspire • Establish and improve client relationships through proactive communication and business value reviews • Act as a subject matter expert on Aspire software and point of contact for products, upgrades, migrations, training materials, and service programs • Manage approximately 50–100 client accounts and relationships • Create client success plans covering critical success factors, success metrics, potential issues, and recommendations • Develop case studies, KPIs, and metrics related to products, client retention, churn, and department success • Collaborate cross-functionally with Implementation, Training, Sales, and Aspire Care teams to ensure proper client transitions • Monitor account performance and client activity to identify service or other issues • Provide product feedback based on key client needs • Identify opportunities for additional services and pass them to Sales • Leverage client relationships for prospect references as needed

🎯 Requirements

• Bachelor’s Degree in business or related field • Three to five years of B2B Account Management or Client Success experience • SaaS industry experience strongly preferred • Proven client success experience articulating vision, strategy, and plans • Experience working within matrixed environments • Experience with CRM platforms such as Salesforce or HubSpot • Ability to resolve issues and manage escalations with business owners and executives • Strong verbal and written communication skills • Ability to interact effectively across organizational levels and functions • Ability to influence and advocate on behalf of clients • Ability to anticipate change and proactively adjust priorities and strategies • Ability to work independently and in a team • Ability to make sound decisions for clients

🏖️ Benefits

• Flexible time off • Learning and development opportunities • Comprehensive onboarding program • Leadership training • Training programs and events • Bonusly rewards • Peer-nominated awards • Company-paid medical, dental, and vision insurance • 100% employer-paid medical, dental, and vision options • 90% coverage for dependents • FSA and HSA • 401(k) match • Telehealth options • One Medical memberships • Parental leave and support • Up to $20k in fertility services • Surrogacy reimbursement • Adoption reimbursement • On-demand maternity support through Maven Maternity • Free breast milk shipping through Maven Milk • Pet insurance • Legal advisory services • Financial planning tools • Annual bonus • Equity • Flexible support for autonomous work