Customer Success Manager

As a CSM Team Customer Success Manager, you play a crucial role in ensuring our customers’ success and satisfaction. You’ll be responsible for building strong relationships with our customers, understanding their needs, and empowering them to set big goals with ServiceTitan as the ultimate tool to achieve the extraordinary in their business.

You will serve as the preferred CSM to a designated list of customers assigned to the CSM Team and partner with these customers to optimize their use of ServiceTitan to drive business results. In doing so you will be a key driver ensuring retention and growth of ServiceTitan’s revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints to continue pacing their journey with ServiceTitan.

As a member of the CSM Team, you will be passionate about delivering customer transformations and answering questions like:

• What’s the most valuable transformation I can offer my customer?

• What’s the fastest way I can deliver that value to them?

• How can my communication make their life easier?

• How can I build a long-term relationship with them and truly make them feel at home with the ServiceTitan family?

What you'll do:

• Account Ownership: Act as a  “preferred CSM” to approximately 100 accounts assigned to CSM Team, serving as the main point of contact for the customer, our executive team, and any internal partners regarding these accounts

• Relationship Management: commit to exceeding customer expectations, maintain long-term, senior-level relationships with your account’s POCs, take ownership of challenging customer situations, manage them effectively, and see them through to resolution

• Drive Value and ROI: guide customers to maximize their business through an intimate understanding of the ServiceTitan platform, with the ability to resolve complex  issues and create comprehensive, customer-facing value plans to demonstrate ROI of ServiceTitan to key stakeholders

• Reactive Engagement: act as the primary point of contact for customer inquiries and issues, working closely with internal teams to drive timely resolutions

• Proactive Engagement: Proactively reach out to customers through phone calls and written communication to understand their goals, and roadblocks, and ensure their needs are met Utilize reactive and proactive outreach in addition to developing strategies to work with and speak to all customers in your care on a regular cadence

• Data Analysis: Utilize data to track customer success metrics and leverage user engagement data to design targeted campaigns that proactively engage with customers who are not utilizing key features of ServiceTitan vital to achieving their desired outcomes  (digital success campaigns, remote workshops, proactive customer calls, etc.)

• Mitigate Escalations and Churn Risk: Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise in addition to owning and defusing challenging customer situations, should they arise,  turning them into an opportunity for positive outcomes and increased customer loyalty

• Facilitate Resolutions: Approach all customer interactions with a positive, can-do attitude, identify customer pain points, and work with cross-functional teams to provide effective solutions,

• Provide Product Training: Provide training and guidance to customers, ensuring they utilize our software effectively, drive customer engagement in webinars, ember, spark or community

• Create Promoters: Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers’ experience, both in the use of our product and through improved internal processes

• Project Management: break down complex issues and stay highly organized in managing customer accounts, ensure timely follow-ups, and document interactions

• Gross Revenue Retention: Monitor customer usage and engage in renewal discussions (both core and pro products) to ensure long-term satisfaction, and account retention and maximize up-selling and cross-selling opportunities

• Feedback Collection: Gather and relay customer feedback to the product and development teams for continuous improvement.

• Customer Loyalty: Identify opportunities for customer advocacy, such as success stories, the torch network, and referrals.

What you'll bring: 

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred

• A customer value, ROI, and business outcome-driven mindset

• Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan

• Strong de-escalation and problem-solving skills.

• Highly skilled in written and verbal communication

• Proven ability to multi-task and manage multiple projects at a time with strong attention to detail

• Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others

• Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution

• Self-motivated and able to work effectively in a remote setting

• Highly organized and detail-oriented

• Project management skills and experience are a plus.

• Exceptional organizational and time management skills

• Empathetic with a customer-focused approach

• Passion for phone-based customer interactions

Preferred Skills and Experience

• Project management

• Sales

• Data or Business performance analytics

• Operational use of SalesForce, Gainsight, and Tableau

• Highly proficient in ServiceTitan workflows and best practices

• Able to work PST/MST hours