Customer Success Manager

🔥 15 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

💵 $86.6k - $139k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Own the end-to-end customer relationship for a portfolio of enterprise accounts • Serve as the primary post-implementation point of contact • Develop and execute strategic success plans aligned with customer business goals • Drive adoption of core modules including job costing, production tracking, and invoicing • Monitor account health, usage, and risk signals • Identify and mitigate churn risk • Lead executive business reviews and demonstrate ROI • Identify and drive upsell and cross-sell opportunities with Sales • Surface customer feedback and feature requests to Product and Engineering • Collaborate with Support and Implementation to resolve escalations • Maintain account records, health scores, and forecasts in Gainsight and Salesforce • Achieve retention, expansion, and NPS targets • Build strong customer relationships, improve net revenue retention, reduce churn, and close expansion opportunities

🎯 Requirements

• 5+ years of experience in customer success, account management, or a related client-facing role • At least 2+ years managing enterprise/strategic accounts • Proven track record of driving retention and expansion within a SaaS or software business • Experience presenting to and influencing senior stakeholders at VP/C-level • Excellent communication, project management, and problem-solving skills • Ability to manage a complex, high-value portfolio with competing priorities • Experience with CRM/CS platforms such as Salesforce and Gainsight • Experience in field service management, landscaping, or a related vertical SaaS industry preferred • Familiarity with the Aspire platform or similar operations/field service software preferred • Experience working cross-functionally in a scaling SaaS organization preferred

🏖️ 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% coverage for dependents • 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 • Annual bonus • Equity • Holistic suite of benefits