Customer Success Manager – Strategic

Role Overview

• Manage the long-term success of ServiceTitan’s largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers).
• Create partnerships with management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism.
• Develop strong working relationships with corporate contacts in strategic accounts.
• Coach and train on product best practices and workflows to corporate staff, franchise owners, and end users.
• 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 insight
• KPIs will be reported on regularly.
• Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses.
• Build and present business reviews and provide recommendations to reinforce the value of ServiceTitan.
• Act as an escalation point on customer support tickets.
• Update account and contact records for strategic accounts to ensure accurate reporting.
• Identify areas for improvement in the customer experience, both in our product and processes.
• Onboard new customers to ServiceTitan
• Customer Success Managers primarily own the long term relationship with customers, but may assist with new customer onboarding as needed.

Requirements

• 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success.
• Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.
• Exceptional account management skills & project management skills with strict attention to detail.
• Demonstrated ability in learning new software programs and identifying opportunities to use their full potential.
• Natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues.
• Problem-solver with a demonstrated ability to overcome challenges and ambiguity with creative solutions.
• Team player with strong communication and organizational skills, and an ability to “roll with the punches”.
• < 15% travel nationwide.

Benefits

• Flexible time off with ample learning and development opportunities to continue growing your career.
• Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
• Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Parental leave and support, up to $20k in fertility services (i.e. 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, and more.