Customer Success Manager – Strategic

🔥 0 minutes ago

🏄 California, Connecticut, +7 more states – Remote

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

💵 $104.5k - $167.6k / 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

• Manage the long-term success of ServiceTitan’s largest strategic customers, including franchise systems and select multi-location enterprise customers • Create partnerships with management contacts in strategic accounts • Collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism • Develop strong working relationships with corporate contacts • Coach and train corporate staff, franchise owners, and end users on product best practices and workflows • 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; regularly report KPIs • Gather intelligence on customer product usage and determine the most and least valuable features and services • Build and present business reviews and provide recommendations reinforcing ServiceTitan’s value • Act as an escalation point for customer support tickets • Update account and contact records to ensure accurate reporting • Identify product and process improvements in the customer experience • Assist with new customer onboarding as needed while primarily owning long-term customer relationships

🎯 Requirements

• 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success • Capacity to lead, motivate, and work well with others in an entrepreneurial, fast-paced environment • Exceptional account management and project management skills • Strict attention to detail • Ability to learn new software programs and identify opportunities to use their full potential • Ability to anticipate client roadblocks, risks, and issues and take proactive steps • Demonstrated problem-solving ability with creative solutions to challenges and ambiguity • Strong communication and organizational skills • Ability to work effectively as a team player and adapt to changing situations • Willingness to travel less than 15% nationwide

🏖️ Benefits

• Flexible time off • Learning and development opportunities • Comprehensive onboarding program • Leadership training for Titans at all levels • Programs and events • Bonusly rewards • Peer-nominated awards • Company-paid medical, dental, and vision • 100% employer-paid options and 90% coverage for dependents • FSA and HSA • 401k match • Telehealth options including memberships to One Medical • 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 • Holistic suite of benefits