Customer Success Manager

🔥 14 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

💵 $71.8k - $115.3k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

🦅 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 approximately 100 assigned accounts as the preferred CSM and main point of contact • Build and maintain senior-level customer relationships • Manage challenging customer situations through resolution • Guide customers in maximizing their business outcomes through ServiceTitan • Resolve complex issues and create customer-facing ROI and value plans • Handle customer inquiries and issues while coordinating timely internal resolutions • Conduct proactive phone and written outreach on a regular cadence • Track customer success metrics and analyze user engagement data • Design targeted digital success campaigns, remote workshops, and proactive customer calls • Monitor account health, identify risk behaviors, and mitigate escalations and churn • Identify customer pain points and collaborate with cross-functional teams on solutions • Provide product training and drive engagement in webinars, Ember, Spark, or community • Improve customer satisfaction and advocacy, including NPS • Manage customer account projects, follow-ups, and interaction documentation • Monitor usage and participate in renewal discussions for core and pro products • Maximize upselling and cross-selling opportunities • Gather and relay customer feedback to product and development teams • Identify customer advocacy opportunities such as success stories, the Torch Network, and referrals

🎯 Requirements

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred • Customer value, ROI, and business outcome-driven mindset • Product training skills and comfort re-selling customers on ServiceTitan • Strong de-escalation and problem-solving skills • Highly skilled in written and verbal communication • Ability to multitask and manage multiple projects with strong attention to detail • Self-starter able to thrive in an entrepreneurial, fast-paced environment • Capacity to lead, motivate, and work well with others • Quick thinking, fast learning, and solution-oriented approach • Ability to think outside the box and see issues through to resolution • Ability to work effectively in a remote setting • Highly organized and detail-oriented • Project management skills and experience are a plus • Exceptional organizational and time management skills • Empathetic, customer-focused approach • Passion for phone-based customer interactions • Project management • Sales • Data or business performance analytics • Operational use of Salesforce, Gainsight, and Tableau • Highly proficient in ServiceTitan workflows and best practices • Ability to work PST/MST hours

🏖️ 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 • Equity • Variable commission plan