Senior Customer Success Manager, Strategic Accounts

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

📋 Description

• Build and maintain strong relationships with corporate stakeholders in key accounts.

• Train and mentor corporate personnel, franchise owners, and end users on optimal product practices and workflows.

• Work collaboratively with customers and product managers to discuss product improvement suggestions.

• Act as a subject matter expert regarding custom product features for strategic accounts.

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

• Evaluate user engagement metrics and identify actionable insights.

• Regularly report on key performance indicators (KPIs).

• Collect data on customer product usage to assess valuable and less valuable features and services.

• Prepare and deliver business reviews and recommendations that highlight ServiceTitan’s value.

• Serve as a point of escalation for customer support inquiries.

• Update records for strategic accounts and contacts to ensure precise reporting.

• Identify enhancements to products and processes that improve the customer experience.

• Support the onboarding of new ServiceTitan customers as necessary.

• Ensure the long-term success of ServiceTitan’s most significant strategic customers.

• Establish partnerships with executive and management-level contacts.

• Collaborate on projects and initiatives that promote customer success, product adoption, and advocacy.

⛳️ Requirements

• Over 5 years of pertinent experience managing multiple accounts and/or projects with a proven success record.

• Self-motivated individual who excels in an entrepreneurial, fast-paced environment.

• Proven ability to lead, inspire, and collaborate effectively with others.

• Outstanding account management and project management capabilities.

• Strong attention to detail.

• Capacity to learn new software applications and identify ways to maximize their utility.

• Proactive in recognizing potential client obstacles, risks, and challenges.

• Demonstrated capability to solve problems in challenging and ambiguous scenarios.

• Excellent communication and organizational skills.

• Ability to work efficiently as a team player.

• Willingness to travel nationwide less than 15% of the time.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training.

• Various programs and events.

• Bonusly rewards.

• Peer-nominated awards.

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

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

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

• 401(k) matching.

• Telehealth options, including One Medical memberships.

• Parental leave and support.

• Up to $20,000 in fertility services, including IUI and IVF.

• Surrogacy and adoption reimbursement.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping via Maven Milk.

• Pet insurance.

• Legal advisory services.

• Financial planning tools.

• Equity opportunities.

• Variable commission plan.