Senior Customer Success Manager

ServiceTitan

1d•$71,100 - $95,100

About The Position

Ready to be a Titan? As a CSM Team Senior Customer Success Manager, you play a crucial role in ensuring our customers’ success and satisfaction. You’ll be responsible for building strong relationships with our customers, understanding their needs, and empowering them to set big goals with ServiceTitan as the ultimate tool to achieve the extraordinary in their business. You will serve as the preferred CSM to a designated list of customers assigned to the CSM Team and partner with these customers to optimize their use of ServiceTitan to drive business results. In doing so you will be a key driver ensuring retention and growth of ServiceTitan’s revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints to continue pacing their journey with ServiceTitan. As a member of the CSM Team, you will be passionate about delivering customer transformations and answering questions like: What’s the most valuable transformation I can offer my customer? What’s the fastest way I can deliver that value to them? How can my communication make their life easier? How can I build a long-term relationship with them and truly make them feel at home with the ServiceTitan family?

Requirements

2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred
A customer value, ROI, and business outcome-driven mindset
Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan
Strong de-escalation and problem-solving skills.
Highly skilled in written and verbal communication
Proven ability to multi-task and manage multiple projects at a time with strong attention to detail
Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution
Self-motivated and able to work effectively in a remote setting
Highly organized and detail-oriented
Project management skills and experience are a plus.
Exceptional organizational and time management skills
Empathetic with a customer-focused approach
Passion for phone-based customer interactions

Nice To Haves

Project management
Sales Data or Business performance analytics
Operational use of SalesForce, Gainsight, and Tableau
Highly proficient in ServiceTitan workflows and best practices
Able to work PST/MST hours

Responsibilities

Account Ownership: Act as a “preferred CSM” to approximately 100 accounts assigned to CSM Team, serving as the main point of contact for the customer, our executive team, and any internal partners regarding these accounts
Relationship Management: commit to exceeding customer expectations, maintain long-term, senior-level relationships with your account’s POCs, take ownership of challenging customer situations, manage them effectively, and see them through to resolution
Drive Value and ROI: guide customers to maximize their business through an intimate understanding of the ServiceTitan platform, with the ability to resolve complex issues and create comprehensive, customer-facing value plans to demonstrate ROI of ServiceTitan to key stakeholders
Reactive Engagement: act as the primary point of contact for customer inquiries and issues, working closely with internal teams to drive timely resolutions
Proactive Engagement: Proactively reach out to customers through phone calls and written communication to understand their goals, and roadblocks, and ensure their needs are met Utilize reactive and proactive outreach in addition to developing strategies to work with and speak to all customers in your care on a regular cadence
Data Analysis: Utilize data to track customer success metrics and leverage user engagement data to design targeted campaigns that proactively engage with customers who are not utilizing key features of ServiceTitan vital to achieving their desired outcomes (digital success campaigns, remote workshops, proactive customer calls, etc.)
Mitigate Escalations and Churn Risk: Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise in addition to owning and defusing challenging customer situations, should they arise, turning them into an opportunity for positive outcomes and increased customer loyalty
Facilitate Resolutions: Approach all customer interactions with a positive, can-do attitude, identify customer pain points, and work with cross-functional teams to provide effective solutions, Provide Product Training: Provide training and guidance to customers, ensuring they utilize our software effectively, drive customer engagement in webinars, ember, spark or community
Create Promoters: Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers’ experience, both in the use of our product and through improved internal processes
Project Management: break down complex issues and stay highly organized in managing customer accounts, ensure timely follow-ups, and document interactions
Gross Revenue Retention: Monitor customer usage and engage in renewal discussions (both core and pro products) to ensure long-term satisfaction, and account retention and maximize up-selling and cross-selling opportunities
Feedback Collection: Gather and relay customer feedback to the product and development teams for continuous improvement.
Customer Loyalty: Identify opportunities for customer advocacy, such as success stories, the torch network, and referrals.

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.

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