Customer Success Manager

ServiceTitan; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Customer Success Manager to enhance customer satisfaction and drive business success. In this pivotal role, you'll build strong relationships with clients, ensuring they leverage ServiceTitan to achieve their goals. Your responsibilities will include managing customer accounts, resolving complex issues, and providing product training. You'll also analyze data to track success metrics and proactively engage with customers to mitigate risks. If you're passionate about customer interactions and thrive in a dynamic environment, this opportunity is perfect for you. Join a team that values individuality and offers flexible work arrangements, comprehensive health benefits, and a supportive culture.

Benefits

Flexible time off

Company-paid medical benefits

Dental and vision insurance

Parental leave

Adoption reimbursement

Learning and development opportunities

Qualifications

• 2+ years in customer-facing roles or sales experience preferred.
• Strong problem-solving and communication skills are essential.

Responsibilities

• Manage relationships with approximately 100 customer accounts.
• Guide customers to maximize business through ServiceTitan.

Skills

Customer Success Management

Project Management

Problem Solving

Written Communication

Verbal Communication

Data Analysis

Sales Skills

Empathy

Tools

Salesforce

Gainsight

Tableau

ServiceTitan

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.

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.
• 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.
• Mitigate Escalations and Churn Risk: Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise.
• 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.
• Create Promoters: Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers’ experience.
• 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 to ensure long-term satisfaction and account retention.
• 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 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.
• Quick thinking, fast learning, and solution-oriented.
• 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, apply anyway.

What We Offer:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision.
• Support for Titans at all stages of life: Parental leave and support, adoption reimbursement, 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.