Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $71.8k - $115.3k / 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

• Serve as the dedicated Customer Success Manager for approximately 75+ assigned accounts • Act as the primary point of contact and strategic business advisor • Understand customer goals, challenges, and success metrics and align ServiceTitan solutions to drive ROI • Build and maintain senior-level relationships to support customer confidence, loyalty, and retention • Guide customers in maximizing ServiceTitan usage • Identify high-impact opportunities to improve performance and efficiency • Create and execute customer value plans demonstrating measurable business impact and ROI • Analyze account health, usage data, and engagement trends to identify risks and deliver interventions • Contact customers through calls, emails, and digital campaigns • Provide product guidance, training, and best practices • Increase customer satisfaction, loyalty, NPS, referrals, and case studies • Collaborate with Support, Product, Onboarding, and Sales • Own escalations and drive rapid issue resolution • Synthesize customer feedback to influence product and process improvements • Maintain detailed account documentation and track progress toward goals • Manage multiple priorities and ensure timely follow-ups

🎯 Requirements

• Proven experience in customer-facing roles such as Customer Success, Account Management, or Sales • Passion for customer success • Curiosity and a learning mindset • Strong ownership mentality • Exceptional communication and relationship-building skills • Ability to simplify complex concepts and inspire confidence • Problem-solving and conflict-resolution skills • Ability to drive alignment across cross-functional teams • Highly organized, detail-oriented, and proactive • Ability to manage multiple accounts and projects effectively • Comfort interpreting engagement and usage metrics • Collaborative team-player mindset • Expected travel of up to 10% for client meetings, site visits, and team collaboration • Preferred: experience in project management or business consulting • Preferred: familiarity with Salesforce, Gainsight, Tableau, and/or ServiceTitan • Understanding of business performance analytics and operational workflows • Ability to connect technology to measurable business results

🏖️ 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 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

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