Customer Success Manager, Enterprise
About The Position
The Customer Success Manager (Enterprise) actively manages and develops a portfolio of approximately 40 Enterprise Property Care customer accounts. These high-touch customers have complex needs, and the role is responsible for helping them maximize the value of ServiceTitan's software while contributing to company revenue. The position partners with large trade service companies in North America and helps shape the future of the service industry. The manager regularly engages customers to understand product use, identify valuable features and services, and coach customers on best practices. They build senior-level relationships, deliver a premium customer experience, solve complex problems with strategic solutions, and identify ways to improve the customer experience through product and process enhancements. The role also analyzes user engagement data, reports on KPIs, identifies upselling and cross-selling opportunities, and mentors new hires and members of the non-Enterprise Success Team. Nationwide travel is less than 15%.
Requirements
- At least 4 years of combined account management and/or project management experience in a customer-facing role.
- Ability to multitask and manage multiple projects with strong attention to detail.
- Self-starter who thrives in an entrepreneurial, fast-paced environment and can lead, motivate, and work well with others.
- Demonstrated ability 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.
- Willingness to travel nationwide less than 15%.
Responsibilities
- Develop and manage a portfolio of approximately 40 Enterprise Property Care customer accounts with complex needs.
- Regularly contact customers to understand product use, identify valuable features and services, and coach customers on best practices.
- Build and maintain senior-level customer relationships and provide a premium, high-caliber experience.
- Collaborate with customers to solve complex problems and strategically increase product value, communicating with executive-level confidence.
- Identify ways to continually improve customer experience in the product and company processes.
- Analyze user engagement data, identify actionable insights, and report on KPIs regularly.
- Segment customers to identify upselling and cross-selling opportunities.
- Mentor and serve as a resource to new hires and members of the non-Enterprise Success Team.
Benefits
- Flexible time off and flextime.
- Learning and development opportunities, comprehensive onboarding, leadership training, and programs and events.
- Recognition through Bonusly and peer-nominated awards.
- Company-paid medical, dental, and vision insurance, with 100% employer-paid options and 90% dependent coverage.
- Flexible spending account (FSA) and health savings account (HSA).
- 401(k) match.
- Telehealth options, including One Medical memberships.
- Parental leave and support.
- Up to $20,000 in fertility services, including IUI and IVF.
- 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.
- Annual bonus and equity.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
