Customer Success Manager, Enterprise

ServiceTitan provides software for trades and service companies. The Enterprise Customer Success Manager manages a portfolio of enterprise customers, helping them maximize software value, improve customer experience, and support company revenue through account development and strategic customer relationships.

Responsibilities:

• Develop a portfolio of ~35 Enterprise comm+ customer accounts, all of which are high-touch customers with complex needs
• By regularly reaching out to your accounts, you will gather intelligence on how they are currently using our products and determine what features and services are most valuable to their businesses, while also coaching them on best practices
• Build and maintain senior-level relationships with your customer accounts while creating a premium and high-caliber experience
• Collaborate with customers by solving complex problems with out-of-the-box solutions to strategically and continually increase product value - All meetings and communications will be delivered with executive-level confidence
• Help find new ways to continuously improve our customers experience, both in our product and processes
• Analyze user engagement data and identify actionable insight - KPI’s will be reported on regularly
• Organize ServiceTitan customers into appropriate segments for up-selling and cross-selling opportunities
• Be a mentor and resource to new hires, and members of the non-Enterprise Success Team

Requirements:

• 4+ years of combined experience account and/or project management experience in a customer facing role
• 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 with the demonstrated capacity to lead, motivate and work well with others
• Demonstrated ability for and interest in project management and analyzing data sets
• Intelligent, quick thinking, fast learning, and solution oriented
• To be an adaptable team player with strong communication and organizational skills