Senior Customer Success Manager, Strategic Accounts

ServiceTitan; United States; Remote; USD 114,000 - 183,000; Full time

Benefits offered by this job

Flexible time off

Bonusly rewards

Health benefits

Fertility services support

Parental leave

Pet insurance

Legal advisory services

Financial planning tools

Job summary

ServiceTitan seeks a Senior Customer Success Manager, Strategic Accounts to steward the long-term success of its largest customers, including franchise networks and multi-location enterprises. You’ll partner with executive teams to drive product adoption, evangelism, and ongoing value delivery across complex accounts.

You will coach clients, translate business needs into product enhancements, and collaborate with product managers to prioritize requests.

Qualifications

• 5+ years of experience managing multiple accounts or projects with a track record of success.
• Self-starter who thrives in a fast-paced environment and can lead, motivate, and collaborate effectively.
• Exceptional account and project management skills with meticulous attention to detail.
• Proven ability to learn new software quickly and leverage its full potential.
• Ability to anticipate client needs and proactively navigate risks and roadblocks.
• Strong problem-solving mindset and adaptability in ambiguous situations.
• Willingness to travel up to 15% nationwide (as restrictions allow).

Responsibilities

• Develop relationships with corporate contacts in strategic accounts.
• Coach and train on product best practices for corporate staff and end users.
• Collaborate with customers and product managers on feature requests and improvements.
• Serve as subject matter expert on custom product features for strategic accounts.
• Lead initiatives to increase product adoption, satisfaction, and advocacy.
• Analyze user engagement data and report KPIs regularly.
• Gather intelligence on product usage to identify valuable features.
• Build and present business reviews to reinforce value of ServiceTitan.
• Act as escalation point for customer support issues and update records.
• Identify areas for improvement in product and processes to enhance CX.
• Onboard new customers; own long-term relationship while assisting with onboarding when needed.

Skills

Account management

Project management

Self-starter

Strong communication

Organizational skills

Problem solving

Travel readiness

Tools

CRM software

Job description

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.

We Offer:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
• 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, 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.
• We’re building the first end-to-end solution to transform the trades, a trillion-dollar global industry that’s been underserved by technology for far too long.
• Recognized by Forbes as one of the top cloud companies, we use our deep industry knowledge and technical expertise to develop solutions that empower everyday entrepreneurs to grow and scale their businesses.
• While our vision is bold, we always stay humble. Join us. We’re just getting started.

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. 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.