Customer Success Manager

ServiceTitan; California; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible time off

Learning & development programs

Leadership training for Titans

Bonusly rewards

Job summary

ServiceTitan in California seeks a Customer Success Manager to act as the primary contact for a portfolio of about 100 accounts, partnering with customers and internal teams to maximize value of the ServiceTitan platform and drive retention.

You will own relationships, deliver proactive engagement, identify expansion opportunities, provide product training, and help customers realize ROI while working with PST/MST hours in a remote-friendly, fast-paced environment.

Qualifications

• 2+ years in customer-facing roles or sales
• ROI and business-outcome driven mindset
• strong communication skills
• de-escalation and problem-solving abilities
• ability to multi-task and manage multiple projects
• remote-ready with proactive mindset
• high attention to detail and organization
• experience with customer success tools a plus

Responsibilities

• Act as the preferred CSM for ~100 accounts and be the main customer contact
• build long-term relationships with senior-level stakeholders
• drive value and ROI by understanding and optimizing the ServiceTitan platform
• coordinate with internal teams to resolve issues and ensure timely resolutions
• proactively reach out to customers to understand goals and roadblocks
• use data to track success metrics and run targeted campaigns
• mitigate churn risk and escalate when needed
• provide product training and drive customer engagement
• facilitate renewals and upsell opportunities
• document interactions and manage accounts efficiently
• gather customer feedback for product improvements
• promote customer advocacy and loyalty

Skills

Customer success

ROI mindset

Product training

De-escalation

Communication

Multi-tasking

Self-starter

Problem solving

Remote work

Organization

Project management

Customer focus

Phone-based interactions

Tools

Salesforce

Gainsight

Tableau

Job description

Ready to be a Titan?

As a CSM Team Customer Success Manager, you play a crucial role in ensuring our customers’ success and satisfaction. You’ll be responsible for building strong relationships with our customers, understanding their needs, and empowering them to set big goals with ServiceTitan as the ultimate tool to achieve the extraordinary in their business.

You will serve as the preferred CSM to a designated list of customers assigned to the CSM Team and partner with these customers to optimize their use of ServiceTitan to drive business results. In doing so you will be a key driver ensuring retention and growth of ServiceTitan’s revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints to continue pacing their journey with ServiceTitan.

As a member of the CSM Team, you will be passionate about delivering customer transformations and answering questions like:

• What’s the most valuable transformation I can offer my customer?

• What’s the fastest way I can deliver that value to them?

• How can my communication make their life easier?

• How can I build a long-term relationship with them and truly make them feel at home with the ServiceTitan family?

What you'll do:

• Account Ownership: Act as a “preferred CSM” to approximately 100 accounts assigned to CSM Team, serving as the main point of contact for the customer, our executive team, and any internal partners regarding these accounts

• Relationship Management: commit to exceeding customer expectations, maintain long-term, senior-level relationships with your account’s POCs, take ownership of challenging customer situations, manage them effectively, and see them through to resolution

• Drive Value and ROI: guide customers to maximize their business through an intimate understanding of the ServiceTitan platform, with the ability to resolve complex issues and create comprehensive, customer-facing value plans to demonstrate ROI of ServiceTitan to key stakeholders

• Reactive Engagement: act as the primary point of contact for customer inquiries and issues, working closely with internal teams to drive timely resolutions

• Proactive Engagement: Proactively reach out to customers through phone calls and written communication to understand their goals, and roadblocks, and ensure their needs are met Utilize reactive and proactive outreach in addition to developing strategies to work with and speak to all customers in your care on a regular cadence

• Data Analysis: Utilize data to track customer success metrics and leverage user engagement data to design targeted campaigns that proactively engage with customers who are not utilizing key features of ServiceTitan vital to achieving their desired outcomes (digital success campaigns, remote workshops, proactive customer calls, etc.)

• Mitigate Escalations and Churn Risk: Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise in addition to owning and defusing challenging customer situations, should they arise, turning them into an opportunity for positive outcomes and increased customer loyalty

• Facilitate Resolutions: Approach all customer interactions with a positive, can-do attitude, identify customer pain points, and work with cross-functional teams to provide effective solutions,

• Provide Product Training: Provide training and guidance to customers, ensuring they utilize our software effectively, drive customer engagement in webinars, ember, spark or community

• Create Promoters: Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers’ experience, both in the use of our product and through improved internal processes

• Project Management: break down complex issues and stay highly organized in managing customer accounts, ensure timely follow-ups, and document interactions

• Gross Revenue Retention: Monitor customer usage and engage in renewal discussions (both core and pro products) to ensure long-term satisfaction, and account retention and maximize up-selling and cross-selling opportunities

• Feedback Collection: Gather and relay customer feedback to the product and development teams for continuous improvement.

• Customer Loyalty: Identify opportunities for customer advocacy, such as success stories, the torch network, and referrals.

What you'll bring:

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred

• A customer value, ROI, and business outcome-driven mindset

• Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan

• Strong de-escalation and problem-solving skills.

• Highly skilled in written and verbal communication

• 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

• Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution

• Self-motivated and able to work effectively in a remote setting

• Highly organized and detail-oriented

• Project management skills and experience are a plus.

• Exceptional organizational and time management skills

• Empathetic with a customer-focused approach

• Passion for phone-based customer interactions

Preferred Skills and Experience

• Project management

• Sales

• Data or Business performance analytics

• Operational use of SalesForce, Gainsight, and Tableau

• Highly proficient in ServiceTitan workflows and best practices

• Able to work PST/MST hours

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, 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