Senior Customer Success Manager, Strategic Accounts

ServiceTitan; Oregon; Hybrid; USD 114,000 - 171,000; Full time

Benefits offered by this job

Flextime

Learning & development opportunities

Bonusly recognition & rewards

Comprehensive onboarding program

Leadership training for Titans

Health insurance & vision/dental

Parental leave & fertility support

Pet insurance

Legal advisory services

Financial planning tools

Job summary

ServiceTitan, a leading provider for franchise systems and multi-location enterprises, seeks a Senior Customer Success Manager for Strategic Accounts. You will manage long-term relationships with our largest customers, collaborate with executives, and drive product adoption and evangelism across franchise networks.

You will partner with product managers, support teams, and customers to deliver strategic initiatives, manage escalations, and ensure high satisfaction and renewal outcomes across

Qualifications

• 5+ years of relevant experience managing multiple accounts and/or projects.
• Self-starter in an entrepreneurial, fast-paced environment with leadership ability.
• Exceptional account and project management skills with strong attention to detail.
• Ability to learn new software quickly and apply it.
• Proactive problem-solver who can navigate ambiguity with creative solutions.
• Willingness to travel up to 15% nationwide.

Responsibilities

• Develop strong relationships with corporate contacts in strategic accounts.
• Coach and train on product best practices for franchise staff and end users.
• Collaborate with customers and product managers to manage feature requests.
• Serve as a subject matter expert on custom product features for strategic accounts.
• Drive initiatives to increase product adoption and customer satisfaction.
• Analyze user engagement data and report KPIs regularly.
• Gather intelligence on how customers use our products and value streams.
• Prepare and present business reviews to reinforce product value.
• Act as an escalation point for customer support tickets.
• Maintain accurate account and contact records for reporting.
• Identify areas to improve the customer experience in product and process.
• Onboard new customers and support long-term relationship building.

Skills

Account management

Strategic relationships

Project management

Cross-functional collaboration

Executive communication

Data-driven decisions

Job description

Ready to be a Titan? As a Senior Customer Success Manager, Strategic Accounts, you'll manage the long term success of ServiceTitan's largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers). You'll create partnerships with executive and management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners, aggregate groups, and end users. The ideal candidate will be able to quickly learn new software, proactively manage executive teams and associated accounts to meet internal and external goals, turn customers into partners, and be comfortable wearing many hats to meet changing customer and project needs.

What you'll do

• Develop strong working relationships with corporate contacts in strategic accounts
• Coach and train on product best practices and workflows to corporate staff, franchise owners, and end users
• Collaborate with customers and product managers to manage product enhancement requests
• Act as a subject matter expert on custom product features for strategic accounts
• Manage initiatives to increase product adoption, customer satisfaction and evangelism
• Analyze user engagement data and identify actionable insight - KPIs will be reported on regularly
• Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
• Build and present business reviews and provide recommendations to reinforce the value of ServiceTitan
• Act as an escalation point on customer support tickets
• Update account and contact records for strategic accounts to ensure accurate reporting
• Identify areas for improvement in the customer experience, both in our product and processes
• Onboard new customers to ServiceTitan - Customer Success Managers primarily own the long term relationship with customers, but may assist with new customer onboarding as needed

What you'll bring

• 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success
• Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
• Exceptional account management skills & project management skills with strict attention to detail
• Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
• A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues
• Be a problem-solver who has a demonstrated ability to overcome challenges and ambiguity with creative solutions
• Team player with strong communication and organizational skills, and an ability to "roll with the punches"
• < 15% travel nationwide (TBD based upon travel restrictions due to COVID-19)

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: $122,200 USD - $183,400 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $114,200 USD - $171,400 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.