Customer Success Manager, Strategic

ServiceTitan is a software company serving customers in the service industry. The Customer Success Manager, Strategic Accounts, manages long-term relationships with strategic customers, driving product adoption, satisfaction, and advocacy. The role develops customer partnerships, oversees account initiatives, analyzes engagement data, supports onboarding, and serves as an escalation point for customer issues.

Responsibilities:

• 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
• 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 & project management skills with 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 and ambiguity with creative solutions
• Team player with strong communication and organizational skills, and an ability to “roll with the punches”
• < 15% travel nationwide