Client Success Manager

ServiceTitan

97d • $71,100 - $95,100

About The Position

The Client Success Manager (CSM) will be responsible for proactively engaging clients and serve as a trusted advisor to our clients, leading to retention and strong adoption of our products allowing Aspire to support clients in attaining their own objectives using our solutions while driving revenue growth. The CSM will develop client relationships that promote retention and loyalty. This position takes a proactive approach to ensure the client is realizing value from the Aspire solution through solution adoption, expansion of services and making sure the client is satisfied.

Requirements

• Bachelor’s Degree in business or related field.
• Three to five years of experience in B2B Account Management or Client Success experience (SaaS industry strongly preferred).

Nice To Haves

• Proven client success professional with strong ability to articulate vision, strategy, and plans.
• Experienced working within matrixed environments.
• Experience with CRM platforms (i.e. Salesforce, HubSpot).
• Ability to work effectively with internal and external partners to resolve issues and manage escalations at both the business owner and executive levels.
• Strong verbal and written communications skills.
• Ability to anticipate change and proactively adjust priorities and strategies accordingly.
• Ability to work both in a team, and independently, to make the best decisions for our clients.

Responsibilities

• Leverage deep business and industry knowledge to partner with clients to help increase sustainable proven value so they achieve their strategic goals and desired outcome through their interactions with Aspire.
• Establish and improve relationships with clients through proactive and regular communication that monitors overall client 'health'.
• Act as subject matter expert SME on the Aspire software staying current on product offerings and serving as point of contact for all needs.
• Serve as the account/relationship manager for approximately 50-100 clients.
• Create success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Develop case studies, KPIs, and metrics related to products and solutions, client retention and churn, and department success.
• Work cross functionally with internal teams including implementation, Training, Sales and Aspire Care teams to ensure clients are transitioned properly.
• Develop a working knowledge of the performance of the accounts by monitoring client activity to identify any changes in performance that may indicate a service or other issue.
• Provide feedback to the product team on new features and offerings that our key clients have identified.
• Identify opportunities to sell additional services to clients and passing opportunities on to Sales.
• Leverage client relationships as needed for prospect references.

Benefits

• Flexible time off with ample learning and development opportunities.
• Comprehensive onboarding program and leadership training.
• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents).
• FSA and HSA, 401k match, and telehealth options.
• Parental leave and support, up to $20k in fertility services, 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees