Customer Success Manager

Overview

Act as the preferred Customer Success Manager for a designated portfolio of approximately 100 ServiceTitan accounts, building long-term relationships and driving customer value, retention and growth.

What you'll do

• Serve as the main point of contact for assigned accounts, including the customer, executive team and internal partners.
• Maintain long-term, senior-level relationships with account points of contact, exceeding expectations and owning challenging situations through to resolution.
• Guide customers to maximize their business through an intimate understanding of the ServiceTitan platform, resolving complex issues and creating customer-facing value plans that demonstrate ROI to key stakeholders.
• Act as the primary point of contact for customer inquiries and issues, working closely with internal teams to drive timely resolutions.
• Proactively reach out by phone and in writing to understand customer goals and roadblocks, and ensure their needs are met on a regular cadence.
• Use data to track customer success metrics and user engagement, and design targeted campaigns (digital success campaigns, remote workshops, proactive calls) for customers not using key features.
• Monitor account health, flag risk behaviors, and engage customers proactively to prevent escalations and churn; own and defuse challenging situations.
• Identify customer pain points and work with cross-functional teams to provide effective solutions.
• Provide training and guidance so customers use the software effectively, and drive engagement in webinars, Ember, Spark or the community.
• Seek ways to improve customer satisfaction and advocacy (NPS) through product use and improved internal processes.
• Break down complex issues, manage customer accounts with strong organization, ensure timely follow-ups, and document interactions.
• Monitor customer usage and engage in renewal discussions (core and pro products) to drive retention and identify up-selling and cross-selling opportunities.
• Gather and relay customer feedback to product and development teams.
• Identify advocacy opportunities such as success stories, the Torch network and referrals.

What you'll need

• 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 comfort 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 once with strong attention to detail.
• Self-starter who thrives in an entrepreneurial, fast-paced environment with capacity to lead, motivate and work well with others.
• Quick thinking, fast learning, and solution-oriented, with the ability to think outside the box and see things through to resolution.
• Self-motivated and able to work effectively in a remote setting.
• Highly organized and detail-oriented.
• Exceptional organizational and time management skills.
• Empathetic with a customer-focused approach.
• Passion for phone-based customer interactions.

Nice to have

• Project management skills and experience.
• Sales experience.
• Data or business performance analytics.
• Operational use of Salesforce, Gainsight, and Tableau.
• High proficiency in ServiceTitan workflows and best practices.
• Ability to work PST/MST hours.

Details

• Location: US Remote.
• Must be able to work PST/MST hours.
• Eligible for a variable commission plan.
• Compensation: Zone 1 (CA, CT, DC, MD, MA, NJ, NY, VA, WA) $76,900 - $115,300 USD; Zone 2 (all other US locations) $71,800 - $107,800 USD.