Customer Success Manager, Strategic

ServiceTitan is a technology company dedicated to supporting its customers throughout their journey. As a Customer Success Manager for Strategic Accounts, you will manage relationships with the company's largest customers, ensuring their long-term success and driving product adoption through collaboration and support.

Responsibilities:

• Develop strong working relationships with executive contacts at strategic accounts
• Provide coaching and training sessions 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, identify actionable insights. Report regularly on KPIs
• Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
• 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

Requirements:

• 5+ years of relevant experience managing multiple accounts and projects with a proven track record of success
• Be a 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 and a clear view on what constitutes excellent customer service
• Exceptional project management skills. Proven ability to multitask and manage multiple moving pieces at a time while paying strict attention to detail
• Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
• A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues
• Be a problem-solver who has a demonstrated ability to overcome challenges with creative solutions
• Team player with strong communication and organizational skills, and an ability to 'roll with the punches'
• Familiarity with SaaS business models and agile development methodologies a plus
• Ability to travel 25-30%
• Bonus points if you're familiar with the ServiceTitan platform and/or the Roofing industry!