Customer Success Manager, Strategic

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

📋 Description

• Cultivate robust working relationships with corporate contacts within strategic accounts.

• Mentor and instruct corporate staff, franchise owners, and end users on product best practices and workflows.

• Partner with customers and product managers to oversee product enhancement requests.

• Serve as a subject matter expert on custom product features tailored for strategic accounts.

• Drive initiatives aimed at boosting product adoption, customer satisfaction, and advocacy.

• Examine user engagement data and extract actionable insights, with KPIs reported regularly.

• Collect intelligence on customer product usage to ascertain which features and services hold the most and least value for their businesses.

• Construct and present business reviews, offering recommendations to underscore the value of ServiceTitan.

• Act as a point of escalation for customer support tickets.

• Maintain updated account and contact records for strategic accounts to ensure precise reporting.

• Identify opportunities for enhancing the customer experience, both in our products and processes.

• Facilitate the onboarding of new customers to ServiceTitan; Customer Success Managers primarily oversee long-term customer relationships but may assist with onboarding as necessary.

⛳️ Requirements

• Over 5 years of relevant experience in managing multiple accounts and/or projects, demonstrating a proven track record of success.

• Self-motivated individual who excels in an entrepreneurial, fast-paced environment, with a proven ability to lead, inspire, and collaborate effectively.

• Outstanding account management and project management skills with meticulous attention to detail.

• Proven capability to learn new software programs and identify opportunities to leverage their full potential.

• An innate ability to anticipate client needs and proactively address roadblocks, risks, and issues.

• A problem-solver with a demonstrated ability to navigate challenges and ambiguity with innovative solutions.

• A team player with excellent communication and organizational skills, capable of adapting to changing circumstances.

• Less than 15% travel required nationwide.

🏝️ Benefits

• Flexible time off alongside numerous learning and development opportunities to foster career growth.

• Comprehensive onboarding program.

• Leadership training available for Titans at all levels.

• Peer-nominated awards via Bonusly, among other recognitions.

• Company-sponsored medical, dental, and vision insurance (with 100% employer-paid options and 90% coverage for dependents).

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

• 401k matching program.

• Telehealth options, including memberships to One Medical.

• Parental leave and support services.

• Up to $20,000 in reimbursement for fertility services (i.e., IUI and IVF), surrogacy, and adoption.

• On-demand maternity support provided through Maven Maternity.

• Complimentary breast milk shipping via Maven Milk.

• Pet insurance available.

• Access to legal advisory services.

• Financial planning tools offered.