Customer Success Manager

Role Overview

• Act as a “preferred CSM” to approximately 100 accounts assigned to CSM Team.
• Commit to exceeding customer expectations and maintain long-term relationships with account’s POCs.
• Guide customers to maximize their business through an understanding of the ServiceTitan platform.
• Act as the primary point of contact for customer inquiries and issues.
• Proactively reach out to customers through phone calls and written communication to understand goals.
• Utilize data to track customer success metrics and design targeted campaigns.
• Monitor account health and flag risk behaviors.
• Approach customer interactions with a positive, can-do attitude and identify pain points.
• Provide training and guidance to customers, ensuring effective software utilization.
• Monitor customer usage and engage in renewal discussions to ensure long-term satisfaction.

Requirements

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred.
• A customer value, ROI, and business outcome-driven mindset.
• Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan.
• Strong de-escalation and problem-solving skills.
• Highly skilled in written and verbal communication.
• Proven ability to multi-task and manage multiple projects at a time with strong attention to detail.
• Self-starter that thrives in an entrepreneurial, fast-paced environment.
• Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box.
• Highly organized and detail-oriented.
• Project management skills and experience are a plus.
• Exceptional organizational and time management skills.
• Empathetic with a customer-focused approach.
• Passion for phone-based customer interactions.

Benefits

• Flexible time off with ample learning and development opportunities to continue growing your career.
• Company-paid medical, dental, and vision (available to employees and their dependents day 1).
• Parental leave and support.
• Financial planning tools.
• Employee Assistance Program services.
• Wellness benefit.
• Office massage.
• Recognition and support for autonomous work.
• Great work is rewarded through Bonusly, peer-nominated awards, and more.