Senior Customer Success Manager, Strategic Accounts

ServiceTitan•US CA Remote, CA

18h•$114,200 - $183,400

About The Position

The Senior Customer Success Manager manages the long-term success of ServiceTitan’s largest customers: strategic accounts, including franchise systems and select multi-location enterprise customers. The role builds partnerships with executive and management contacts and collaborates on initiatives that drive customer success, product adoption, and evangelism among franchise owners, aggregate groups, and end users. The ideal candidate learns new software quickly, proactively manages executive teams and accounts, turns customers into partners, and adapts to changing customer and project needs. The role may support new-customer onboarding as needed, although Customer Success Managers primarily own the long-term customer relationship. It involves less than 15% nationwide travel, subject to travel restrictions. The position is eligible for a variable commission plan and equity, in addition to base salary and benefits. The stated U.S. good-faith salary ranges are $122,200–$183,400 for Zone 1 locations (CA, CT, DC, MD, MA, NJ, NY, VA, and WA) and $114,200–$171,400 for Zone 2 (all other U.S. locations). International compensation varies by location.

Requirements

At least 5 years of relevant experience managing multiple accounts and/or projects, with a proven track record of success.
Ability to learn new software programs and identify opportunities to use their full potential.
Exceptional account management and project management skills, with strict attention to detail.
Ability to think ahead of clients and proactively address roadblocks, risks, and issues.
Demonstrated problem-solving ability, including overcoming challenges and ambiguity with creative solutions.
Strong communication and organizational skills, teamwork, and adaptability.
Ability to thrive as a self-starter in an entrepreneurial, fast-paced environment and to lead, motivate, and work well with others.
Willingness to travel less than 15% nationwide; travel may depend on COVID-19-related travel restrictions.

Responsibilities

Develop strong working relationships with corporate contacts in strategic accounts.
Coach and train corporate staff, franchise owners, and end users on product best practices and workflows.
Collaborate with customers and product managers to manage product enhancement requests.
Serve as a subject matter expert on custom product features for strategic accounts.
Manage initiatives to increase product adoption, customer satisfaction, and evangelism.
Analyze user engagement data, identify actionable insights, and report on KPIs regularly.
Gather intelligence about customers’ product usage and identify which features and services are most and least valuable to their businesses.
Build and present business reviews and provide recommendations that reinforce the value of ServiceTitan.
Act as an escalation point for customer support tickets.
Update strategic-account account and contact records to ensure accurate reporting.
Identify opportunities to improve the customer experience in the product and in processes.
Assist with onboarding new customers as needed.

Benefits

Flexible time off and flextime.
Learning and development opportunities, including a comprehensive onboarding program, leadership training, programs, and events.
Recognition through Bonusly, peer-nominated awards, and other rewards.
Company-paid medical, dental, and vision insurance, including 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.
Variable commission plan and equity.