Customer Success Manager – Strategic

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

📋 Description

• Oversee the long-term success of ServiceTitan’s most significant strategic clients, including franchise networks and select multi-location enterprise accounts.

• Establish partnerships with management representatives within strategic accounts.

• Collaborate on projects and initiatives to foster ongoing success, product adoption, and advocacy.

• Cultivate robust working relationships with corporate contacts.

• Train and mentor corporate personnel, franchise owners, and end users on best practices and workflows related to the product.

• Work alongside customers and product managers to handle product enhancement requests.

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

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

• Analyze user engagement metrics and pinpoint actionable insights; consistently report on KPIs.

• Collect intelligence on customer product usage to assess the most and least valuable features and services.

• Develop and deliver business reviews, providing recommendations that reinforce ServiceTitan’s value proposition.

• Act as an escalation point for customer support inquiries.

• Maintain accurate account and contact records for reliable reporting.

• Identify opportunities for product and process enhancements to improve the customer experience.

• Support new customer onboarding as required while primarily managing long-term customer relationships.

⛳️ Requirements

• A minimum of 5 years of relevant experience in managing multiple accounts and/or projects with a demonstrated history of success.

• Ability to lead, inspire, and collaborate effectively with others in a dynamic, fast-paced environment.

• Outstanding account management and project management capabilities.

• High level of attention to detail.

• Proficiency in learning new software applications and recognizing opportunities to maximize their potential.

• Ability to foresee client challenges, risks, and issues while taking proactive measures.

• Proven problem-solving skills with innovative solutions to challenges and uncertainties.

• Excellent communication and organizational abilities.

• Capacity to function effectively as a team player and adapt to evolving situations.

• Willingness to travel less than 15% nationwide.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training available for Titans at all levels.

• Various programs and events.

• Bonusly rewards.

• Peer-nominated awards.

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

• 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.

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

• Reimbursement for surrogacy and adoption.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping through Maven Milk.

• Pet insurance.

• Legal advisory services.

• Financial planning tools.

• Variable commission plan.

• Equity opportunities.

• A holistic suite of benefits.