Client Success Manager

ServiceTitan; Myrtle Point (OR); Remote; USD 71,000 - 96,000; Full time

Job summary

A leading SaaS provider is seeking a Client Success Manager to engage clients proactively and drive product adoption. Essential qualifications include a Bachelor's degree and 3-5 years of experience in B2B account management. The position is fully remote and offers flexible benefits including health coverage and parental support.

Benefits

Flexible time off

Health and wellness benefits

Parental leave and support

Qualifications

• 3-5 years of experience in B2B Account Management or Client Success (SaaS preferred).
• Strong ability to articulate vision and strategy.
• Proven client success professional.

Responsibilities

• Engage clients proactively for retention and adoption of products.
• Develop client relationships and success plans.
• Act as SME for Aspire software.

Skills

B2B Account Management

Client Success

Verbal and written communication

Education

Bachelor’s Degree in business or related field

Tools

CRM platforms

Job description

Who We Are: We're Aspire, the leading SaaS provider for the landscaping and commercial cleaning industries and a proud member of the ServiceTitan family since 2021. Our cloud-based business management system automates all aspects of field service operations for enterprise and small to medium-sized businesses enabling our clients to accelerate growth, streamline operations, increase customer retention, and maximize revenue.

Ready to make your career move? The Client Success Manager (CSM) will be responsible for proactively engaging clients and serve as a trusted advisor to our clients, leading to retention and strong adoption of our products allowing Aspire to support clients in attaining their own objectives using our solutions while driving revenue growth.

The CSM will develop client relationships that promote retention and loyalty. This position takes a proactive approach to ensure the client is realizing value from the Aspire solution through solution adoption, expansion of services and making sure the client is satisfied.

What you’ll do:

• Leverage deep business and industry knowledge to partner with clients to help increase sustainable proven value so they achieve their strategic goals and desired outcome through their interactions with Aspire.
• Establish and improve relationships with clients through proactive and regular communication that monitors overall client 'health'.
• Act as subject matter expert SME on the Aspire software staying current on product offerings and serving as point of contact for all needs.
• Serve as the account/relationship manager for approximately 50-100 clients.
• Create success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Develop case studies, KPIs, and metrics related to products and solutions, client retention and churn, and department success.
• Work cross functionally with internal teams including implementation, Training, Sales and Aspire Care teams to ensure clients are transitioned properly.
• Develop a working knowledge of the performance of the accounts by monitoring client activity to identify any changes in performance that may indicate a service or other issue.
• Provide feedback to the product team on new features and offerings that our key clients have identified.
• Identify opportunities to sell additional services to clients and passing opportunities on to Sales.
• Leverage client relationships as needed for prospect references.

What you’ll bring:

• Bachelor’s Degree in business or related field.
• Three to five years of experience in B2B Account Management or Client Success experience (SaaS industry strongly preferred)

Preferred experience and/or exposure to the following:

• Proven client success professional with strong ability to articulate vision, strategy, and plans.
• Experience with CRM platforms.
• Ability to work effectively with internal and external partners to resolve issues and manage escalations at both the business owner and executive levels.
• Strong verbal and written communications skills.
• Ability to anticipate change and proactively adjust priorities and strategies accordingly.

Where you’ll work: Our headquarters is located in Chesterfield in St. Louis County. This position is fully remote.

Be Human With Us: Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway.

What We Offer:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision, FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services, 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.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy, genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. The expected salary range for this role for candidates residing in the United States is between $71,100 USD - $95,100 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process.