Customer Success Manager

Los Angeles, CA, United States

Ready to be a Titan?

As a Pool Team 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 Pool 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?

What You’ll Do:

Account Ownership: Act as a “preferred CSM” to approximately 250 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.

What You’ll Bring:

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.

Preferred Skills And Experience

Project management

Sales

Data or Business performance analytics

Operational use of SalesForce, Gainsight, and Tableau

Highly proficient in ServiceTitan workflows and best practices

Be Human With Us:

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. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

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 Headspace, Galileo, One Medical, Ginger and more.

Support for Titans at all stages of life: Parental leave and support, up to $20k in 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.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role for candidates residing in the United States is between $53,000 USD - $76,000 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.

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