The Customer Success Manager, Strategic will manage the long-term success of ServiceTitan’s largest customers, including franchise systems and select multi-location enterprise clients. In this role, you’ll build strong partnerships, drive product adoption, and act as a subject matter expert to ensure customer satisfaction and advocacy at a company dedicated to transforming the way service businesses operate.
What You'll Do
- Develop strong working relationships with corporate contacts in strategic accounts.
- Coach and train on product best practices and workflows to corporate staff, franchise owners, and end users.
- Collaborate with customers and product managers to manage product enhancement requests.
- Act 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 and identify actionable insight - KPIs will be reported on regularly.
- Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses.
- Build and present business reviews and provide recommendations to reinforce the value of ServiceTitan.
- Act as an escalation point on customer support tickets.
- Update account and contact records for strategic accounts to ensure accurate reporting.
- Identify areas for improvement in the customer experience, both in our product and processes.
- Onboard new customers to ServiceTitan - Customer Success Managers primarily own the long term relationship with customers, but may assist with new customer onboarding as needed.
What We're Looking For
- 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success.
- Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.
- Exceptional account management skills & project management skills with strict attention to detail.
- Demonstrated ability in learning new software programs and identifying opportunities to use their full potential.
- A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues.
- Be a problem-solver who has a demonstrated ability to overcome challenges and ambiguity with creative solutions.
- Team player with strong communication and organizational skills, and an ability to “roll with the punches”.
- < 15% travel nationwide.
Benefits & Compensation
- Flexible time off with ample learning and development opportunities to continue growing your career.
- Comprehensive onboarding program.
- Leadership training for Titans at all levels.
- Bonusly, peer-nominated awards, and more for recognition of great work.
- Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents).
- FSA and HSA.
- 401k match.
- Telehealth options including memberships to One Medical.
- 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.
- Equity as part of total compensation package.
Compensation: $104,500 - $139,700 USD base salary, equity included, and commission-eligible.
Work Mode
Hybrid work model with flexible time off and support for autonomous work.
ServiceTitan does 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. We believe that diversity of experience, perspectives, and backgrounds strengthens our company and drives innovation.
