Manager, Customer Success Management

ServiceTitan

5d

About The Position

Ready to be a Titan? As a Manager, Corporate Customer Success Management you will be responsible for overseeing a team of Customer Success Managers to ensure they are delivering an exceptional experience and driving value for our customers through the ServiceTitan product suite. You will coach your team to strategic growth and retention within their books of business to drive customer satisfaction and value maximization. The ideal candidate is someone passionate about both high-level and tactical coaching, as well as problem-solving and building frameworks from the ground up. They are positive and influential, embodying ServiceTitan’s values with the ability to build culture within their team and the Success organization.

Requirements

• 5+ years of experience in customer success or account management roles within the SaaS industry.
• 2+ years of people management experience within a customer facing department
• Proven track record of successfully managing and developing high-performing teams.
• Strong understanding of customer success best practices and methodologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work collaboratively across departments and influence cross-functional teams.
• Proficiency in customer success software (e.g., Gainsight) and CRM systems (e.g., Salesforce).
• A customer value, ROI, and business outcome-driven mindset
• Analytical mindset with the ability to leverage data to drive decisions.
• Strong de-escalation and problem-solving skills.
• Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others in a remote environment
• Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution

Nice To Haves

• Skills in product training, and comfortable “re-selling” the customer on ServiceTitan.
• Experience in leading customer success teams in a high-growth SaaS environment.
• Background in developing and implementing customer success frameworks and playbooks.
• Familiarity with advanced customer success tools and technologies.
• Demonstrated ability to drive customer advocacy and prior experience managing a BoB
• Strong project management skills with experience in leading cross-functional initiatives.
• Experience in conducting customer health assessments and developing risk mitigation plans.
• Knowledge of industry trends and best practices in customer success and SaaS.

Responsibilities

• Build a positive team environment while developing impactful relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers
• Set and maintain standards for customer success within ServiceTitan that are aspirational and consistently provide our customers the experience they expect and deserve.
• Coach and motivate team members based on their unique skill sets, maximizing their strengths and engaging in meaningful conversations around growth opportunities
• Implement processes and frameworks where needed, leveraging data and observations to iterate on what is already in place to take the team to the next level of effectiveness
• Ensure for data integrity and accuracy across all platforms and workstreams
• Advise on strategic customer engagement plans to drive value and ROI across the Corporate book of business
• Equip and Empower CSMs with the fundamental role clarity, knowledge, skills, processes and tools to achieve their goals/OKRs
• Manage team performance at the highest standard through weekly 1:1s, progress reports, goal tracking, and aligning to the needs and urgency of the organization
• Track KPI’s for your respective team to effectively measure impact and performance in an actionable, data-driven manner
• Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise.
• Inform the strategy for quarterly plans and goals for the team according to forecasted needs
• Manage and document customer escalation calls
• Hire and Retain an exceptional team of Success Managers with clear demonstration of cultural characteristics and competencies.
• Help develop team members with a focus on continued professional development.

Benefits

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. 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, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees