Senior Strategic Accounts Customer Success Leader

ServiceTitan Software Canada; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible time off

Company-paid medical, dental, and 90%+

FSA/HSA and 401k match

Parental leave

Job summary

ServiceTitan is seeking a Senior Customer Success Manager, Strategic Accounts in the United States to drive long-term success for our largest customers. You will build executive partnerships, drive product adoption, and lead cross-functional initiatives to deliver value across franchise systems and multi-location enterprises.

You will learn new software quickly, manage executive teams, and wear multiple hats to meet evolving customer needs.

Qualifications

• 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success.
• Self-starter capable of thriving in a fast-paced, entrepreneurial environment.
• Exceptional account management and project management skills with keen attention to detail.
• Demonstrated ability to learn new software quickly and identify opportunities to use its full potential.
• Natural ability to think several steps ahead of the client and address roadblocks, risks and issues.
• Problem-solver who can overcome challenges and ambiguity with creative solutions.
• Strong communication and organizational skills, and a collaborative team player.

Responsibilities

• Develop strong 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 insights; KPIs reported regularly.
• Gather intelligence on how customers use our products and identify valuable features and services.
• Build and present business reviews and provide recommendations to reinforce value.
• Act as an escalation point on customer support tickets.
• Update account and contact records for strategic accounts to ensure reporting accuracy.
• Identify areas for improvement in customer experience in product and processes.
• Onboard new customers to ServiceTitan; CSMs own long-term relationship but may assist onboarding.

Skills

Account management

Project management

Client relations

Communication

Detail-oriented

Team collaboration

Job description

ServiceTitan is seeking a Senior Customer Success Manager, Strategic Accounts in the United States to drive long-term success for our largest customers. You will build executive partnerships, drive product adoption, and lead cross-functional initiatives to deliver value across franchise systems and multi-location enterprises.

You will learn new software quickly, manage executive teams, and wear multiple hats to meet evolving customer needs.