Customer Success Manager, Enterprise

Overview

Manage and develop a portfolio of about 35 enterprise trades-company accounts, ensuring revenue and maximizing product value for high-touch customers.

What you'll do

• Develop a portfolio of ~35 Enterprise comm+ customer accounts, all high-touch customers with complex needs.
• Regularly reach out to accounts to gather intelligence on product usage, determine the most valuable features and services, and coach them on best practices.
• Build and maintain senior-level relationships with customer accounts, creating a premium, high-caliber experience.
• Collaborate with customers to solve complex problems with out-of-the-box solutions that strategically and continually increase product value, delivering all meetings and communications with executive-level confidence.
• Find new ways to continuously improve the customer experience, in both product and processes.
• Analyze user engagement data, identify actionable insights, and report KPIs regularly.
• Organize ServiceTitan customers into appropriate segments for up-selling and cross-selling opportunities.
• Be a mentor and 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.
• Variable commission plan eligible.
• Base salary ranges: 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).