Customer Success Manager

Overview

Enterprise Customer Success Manager responsible for managing and developing a portfolio of high-touch trades companies to ensure company revenue and maximize the value of ServiceTitan's software.

What you'll do

• Develop a portfolio of approximately 35 Enterprise comm+ customer accounts with complex needs.
• Regularly reach out to accounts to gather intelligence on product usage and determine the most valuable features and services for their businesses.
• Coach customers on best practices.
• Build and maintain senior-level relationships with customer accounts while creating a premium, high-caliber experience.
• Collaborate with customers to solve complex problems with out-of-the-box solutions and strategically increase product value.
• Deliver all meetings and communications with executive-level confidence.
• Identify new ways to continuously improve the customer experience across product and processes.
• Analyze user engagement data, identify actionable insights, and report KPIs regularly.
• Organize ServiceTitan customers into segments for up-selling and cross-selling opportunities.
• Mentor and serve as a resource to new hires and members of the non-Enterprise Success Team.

What you'll need

• 4+ years of combined 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 who thrives in an entrepreneurial, fast-paced environment with 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.
• Adaptable team player with strong communication and organizational skills.

Details

• Location: US Remote.
• Eligible for a variable commission plan.
• US good-faith base salary range: Zone 1 $92,600 - $139,000 USD (CA, CT, DC, MD, MA, NJ, NY, VA, WA); Zone 2 $86,600 - $129,800 USD (all other US locations).
• Total compensation includes base salary, variable commission, equity, and a holistic suite of benefits.
• International compensation varies by location and is discussed during the hiring process.