Customer Success Manager

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Take ownership of around 100 assigned accounts as the designated CSM and primary contact.

• Establish and nurture relationships with senior-level customers.

• Navigate complex customer situations to achieve resolution.

• Assist customers in optimizing their business results through ServiceTitan.

• Address intricate issues and formulate customer-facing ROI and value strategies.

• Manage customer inquiries and concerns while ensuring timely internal resolutions.

• Engage in proactive communication via phone and written outreach on a regular schedule.

• Monitor customer success metrics and assess user engagement data.

• Create specialized digital success campaigns, remote workshops, and proactive customer outreach.

• Assess account health, identify risk behaviors, and prevent escalations and churn.

• Recognize customer pain points and work with cross-functional teams to develop solutions.

• Deliver product training and enhance engagement through webinars, Ember, Spark, or community events.

• Enhance customer satisfaction and advocacy, including NPS initiatives.

• Oversee customer account projects, follow-ups, and documentation of interactions.

• Track usage and engage in renewal conversations for core and pro products.

• Optimize upselling and cross-selling prospects.

• Collect and communicate customer feedback to product and development teams.

• Discover opportunities for customer advocacy, such as success stories, the Torch Network, and referrals.

⛳️ Requirements

• A minimum of 2 years in customer-facing roles, with a preference for customer success/account management or sales experience.

• A focus on customer value, ROI, and business outcome-driven strategies.

• Proficient in product training and comfortable in re-selling ServiceTitan to customers.

• Strong skills in de-escalation and problem-solving.

• Excellent written and verbal communication abilities.

• Capability to manage multiple projects with meticulous attention to detail.

• Self-motivated individual who thrives in a dynamic, entrepreneurial environment.

• Ability to lead, inspire, and collaborate effectively with others.

• Quick-thinking, adaptable, and solution-focused mindset.

• Creative problem-solving skills with a commitment to seeing issues resolved.

• Proficient in working efficiently in a remote setting.

• Highly organized and detail-oriented.

• Project management experience is an advantage.

• Exceptional organizational and time management abilities.

• Empathetic, customer-centered approach.

• Enthusiasm for phone-based customer interactions.

• Experience in project management, sales, data or business performance analytics.

• Operational familiarity with Salesforce, Gainsight, and Tableau.

• Strong proficiency in ServiceTitan workflows and best practices.

• Availability to work PST/MST hours.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training initiatives.

• Various programs and events.

• Bonusly rewards.

• Peer-nominated awards.

• Company-paid medical, dental, and vision insurance.

• 100% employer-paid options and 90% dependent coverage.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401(k) matching.

• Telehealth options, including One Medical memberships.

• Parental leave and support services.

• Up to $20k in fertility services, including IUI and IVF.

• Reimbursement for surrogacy and adoption expenses.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping through Maven Milk.

• Pet insurance options.

• Legal advisory services.

• Financial planning tools.

• Equity opportunities.

• Variable commission plan.