Customer Service Manager, Enterprise

ServiceTitan Software Canada; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible schedule

Premium healthcare benefits

Parental leave & fertility support

401k matching

Wellness programs & telehealth

Professional development & leadership

Maven maternity & related services

Pet insurance

Employee recognition programs

Job summary

ServiceTitan is seeking an Enterprise Customer Success Manager to manage a portfolio of high-value trades accounts and drive revenue through strategic relationship management and product value realization.

You will partner with senior executives, analyze usage data, and coach customers on best practices while leading initiatives across teams to enhance the overall customer experience.

Qualifications

• 4+ years of combined experience in account and/or project management in a customer-facing role.
• Proven ability to multi-task and manage multiple projects with strong attention to detail.
• Self-starter who thrives in a fast-paced environment and can lead, motivate, and collaborate.

Responsibilities

• Develop a portfolio of enterprise customer accounts (~40) with high-touch needs.
• Regularly engage accounts to gain product usage insights and coach on best practices.
• Build senior-level relationships and deliver a premium customer experience.
• Collaborate with customers to solve complex problems with out-of-the-box solutions to increase product value.
• Identify ways to improve customer experience in product and processes.
• Analyze user engagement data and extract actionable insights; report KPIs.
• Segment customers for upsell and cross-sell opportunities.
• Mentor new hires and support non-Enterprise Success Team members.

Skills

Account management

Project management

Multi-tasking

Entrepreneurial mindset

Data analysis

Communication skills

Job description

Ready to be a Titan?

We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We are a group of driven, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong.

As a Customer Success Manager (Enterprise), you will actively manage and develop a portfolio of trades companies and play a key role in ensuring company revenue. The team consists of exceptional account managers who partner closely with the largest and most successful trade service companies in North America to ensure they are maximizing the incredible value of our software. You will directly influence the company's continued success, and help shape the future of the service industry.

What you'll do:

• Develop a portfolio of ~40 Enterprise Property Care 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 regulary.
• 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.

What you'll bring:

• 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.

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. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:

• Flextime, recognition, and support for autonomous work : Flexible time off with ample learning and development opportunities to continue growing your career. We offer a 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.
• Holistic health and wellness benefits: 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.
• Support for Titans at all stages of life: 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.

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,