Customer Success Manager

ServiceTitan; United States; On-site; USD 87,000 - 139,000; Full time

Benefits offered by this job

Flexible time off

Leadership training

Bonusly recognition

Health, dental, vision benefits

Parental leave

Fertility benefits

Pet insurance

Job summary

ServiceTitan is seeking an Enterprise Customer Success Manager to manage a portfolio of high-touch trades customers in North America. You will cultivate senior-level relationships, drive product value through strategic guidance, and collaborate across teams to optimize customer outcomes.

You will mentor new hires and contribute to the Enterprise Success Team while navigating a fast-paced, entrepreneurial environment with national travel of under 15%.

Qualifications

• 4+ years of account and/or project management experience in a customer-facing role.
• Ability to multi-task and manage multiple projects with attention to detail.
• Self-starter who thrives in a fast-paced, entrepreneurial environment and leads others.
• Experience analyzing data sets and deriving actionable insights.

Responsibilities

• Develop a portfolio of Enterprise accounts with high complexity.
• Regularly contact accounts to gather usage insights and coach on best practices.
• Build senior-level relationships and deliver a premium customer experience.
• Collaborate with customers to implement out-of-the-box solutions to increase product value.
• Identify opportunities to improve customer experience and product/process efficiency.
• Analyze user engagement data and report KPI insights.
• Segment customers for up-selling and cross-selling opportunities.
• Mentor new hires and contribute to the Enterprise Success Team.

Skills

Account management

Project management

Data analysis

Customer relationships

Communication

Multi-tasking

Travel (<15%)

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 ~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.

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.
• < 15% travel nationwide .

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-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.

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 (including childbirth, breastfeeding, or related medical condition), 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. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $92,600 USD - $139,000 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $86,600 USD - $129,800 USD Applicable for: All other US locations. This role is also eligible for a variable commission plan. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary and variable commission, our total compensation package includes equity, and a holistic suite of benefits.