Customer Success Manager

Join ServiceTitan as a Customer Success Manager, where you'll play a crucial role in ensuring customer satisfaction and success. You'll build strong relationships with customers, understand their needs, and empower them to achieve their business goals using ServiceTitan. Your responsibilities will include account ownership, relationship management, driving value and ROI, reactive and proactive engagement, data analysis, mitigating escalations and churn risk, facilitating resolutions, providing product training, creating promoters, project management, monitoring gross revenue retention, collecting feedback, and fostering customer loyalty. Enjoy benefits such as flexible time off, fully paid medical coverage, 401(k) match, and more.

• Act as the main point of contact for approximately 100 assigned accounts, building strong relationships and ensuring customer satisfaction.
• Guide customers to maximize their business through an understanding of the ServiceTitan platform, resolving complex issues and demonstrating ROI.
• Proactively engage with customers to understand their goals and roadblocks, utilizing data to track success metrics and design targeted campaigns.

• Self-motivated and able to work effectively in a remote setting
• Passion for phone-based customer interactions
• Strong de-escalation and problem-solving skills
• 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred
• A customer value, ROI, and business outcome-driven mindset
• Empathetic with a customer-focused approach
• Proven ability to multi-task and manage multiple projects at a time with strong attention to detail
• Project management skills and experience are a plus
• Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution
• Highly skilled in written and verbal communication
• Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
• Highly organized and detail-oriented
• Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan
• Exceptional organizational and time management skills
• Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway
• Sales
• Project management
• 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