Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the dedicated Customer Success Manager for a portfolio of around 75+ accounts.

• Serve as the main point of contact and strategic business consultant.

• Comprehend customer objectives, challenges, and success indicators, aligning ServiceTitan solutions to enhance ROI.

• Develop and nurture relationships with senior-level clients.

• Assist customers in optimizing their use of ServiceTitan.

• Identify and advocate for opportunities to enhance customer performance and operational efficiency.

• Design and implement customer value plans that showcase measurable business outcomes and ROI.

• Assess account health, usage statistics, and engagement patterns to pinpoint risks.

• Provide customized and timely interventions for customers.

• Communicate through calls, emails, and digital marketing initiatives.

• Offer product guidance, training, and best practices.

• Enhance customer satisfaction, loyalty, NPS, referrals, and case studies.

• Collaborate with Support, Product, Onboarding, and Sales teams.

• Manage escalations and facilitate swift issue resolution.

• Collect and analyze customer feedback to shape product and process enhancements.

• Keep meticulous account documentation.

• Monitor progress towards objectives and ensure timely follow-up actions.

• Juggle multiple priorities, accounts, and projects effectively.

⛳️ Requirements

• Demonstrated experience in customer-facing roles such as Customer Success, Account Management, or Sales.

• Strong passion for customer success.

• A curious mindset and eagerness to learn.

• A strong sense of ownership.

• Outstanding communication and relationship-building abilities.

• Proficient in problem-solving and conflict resolution.

• Capacity to drive alignment among cross-functional teams.

• Highly organized, detail-oriented, and proactive.

• Ability to analyze engagement and usage metrics.

• Collaborative mindset, thriving as a team player.

• Willingness to travel up to 10% for client meetings, site visits, and team collaboration.

• Previous experience in project management or business consulting is preferred.

• Familiarity with Salesforce, Gainsight, Tableau, and/or ServiceTitan is preferred.

• Understanding of business performance analytics and operational workflows.

• Ability to link technology with tangible business results.

• Candidates based outside the United States will receive location-dependent international compensation.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training.

• Various programs and events.

• Bonusly recognition rewards.

• Peer-nominated awards.

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

• 100% employer-paid options and 90% coverage for dependents.

• FSA and HSA options.

• 401(k) matching.

• Telehealth services, including One Medical memberships.

• Parental leave and support.

• 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 via Maven Milk.

• Pet insurance.

• Legal advisory services.

• Financial planning resources.

• Equity opportunities.

• Variable commission structure.

• Support for autonomous work.