Customer Success Manager

📋 Description

• • As a Customer Success Manager (CSM) at ServiceTitan, you will be at the forefront of ensuring our valued customers achieve extraordinary success and satisfaction with our industry-leading software.
• • You will cultivate robust, long-term relationships with a designated portfolio of approximately 100 accounts, acting as their primary point of contact and trusted advisor.
• • Your core mission will be to deeply understand each customer's unique business needs, challenges, and aspirations, and then strategically guide them to leverage the full power of the ServiceTitan platform to achieve their most ambitious goals.
• • This role is pivotal in driving customer retention and revenue growth by ensuring customers derive maximum value and return on investment (ROI) from their ServiceTitan subscription.
• • You will be responsible for both proactive and reactive engagement strategies, consistently communicating with customers to monitor their progress, identify potential roadblocks, and offer timely support.
• • A key aspect of your role involves analyzing customer usage data and engagement metrics to identify opportunities for optimization and to design targeted campaigns that encourage the adoption of key features vital for customer success.
• • You will act as a champion for customer transformation, constantly seeking the most impactful ways to deliver value and simplify their business operations through our technology.
• • Building a strong sense of belonging and partnership, you will make customers feel truly at home within the ServiceTitan family.
• • You will proactively monitor account health, identifying and mitigating potential churn risks before they escalate, and skillfully de-escalating challenging situations to foster increased customer loyalty.
• • By deeply understanding the ServiceTitan platform, you will be equipped to resolve complex issues and develop comprehensive, customer-facing value plans that clearly demonstrate the ROI achieved.
• • You will serve as the preferred CSM, representing the customer's voice to internal executive teams and cross-functional partners, ensuring seamless collaboration.
• • Your proactive outreach will involve regular phone calls and written communication to understand customer goals, address concerns, and ensure their needs are consistently met.
• • You will develop and implement strategies for regular, cadence-based communication with all customers under your care.
• • Leveraging data, you will design and execute digital success campaigns, remote workshops, and proactive customer calls to drive engagement and value realization.
• • You will be adept at identifying customer pain points and collaborating effectively with cross-functional teams to deliver impactful solutions.
• • Providing essential product training and guidance will be crucial to ensure customers are proficient in using ServiceTitan to its full potential, driving their engagement in webinars, community forums, and other enablement programs.
• • You will actively seek opportunities to enhance customer satisfaction and foster advocacy, measured by Net Promoter Score (NPS), by continuously improving both the product experience and internal processes.
• • Strong project management skills will be essential for organizing customer accounts, ensuring timely follow-ups, and meticulously documenting all interactions.
• • You will closely monitor customer usage and actively participate in renewal discussions for both core and premium products, ensuring long-term satisfaction and maximizing up-selling and cross-selling opportunities.
• • A critical part of your role is gathering and relaying valuable customer feedback to the product and development teams, contributing directly to the continuous improvement of the ServiceTitan platform.
• • You will identify and nurture opportunities for customer advocacy, such as developing success stories, promoting participation in the Torch Network, and encouraging referrals.
• • You will embody a positive, can-do attitude in all customer interactions, approaching challenges with a solutions-oriented mindset.
• • You will be empowered to work autonomously, demonstrating leadership, motivation, and collaboration within a fast-paced, entrepreneurial environment.
• • Your ability to think quickly, learn rapidly, and find innovative solutions will be key to resolving issues and driving positive outcomes.
• • This role requires a self-starter who thrives in a remote setting, demonstrating exceptional organizational and time management skills.
• • You will be comfortable with "re-re-selling" the value of ServiceTitan to existing customers, reinforcing their decision to partner with us.
• • You will be instrumental in creating promoters of ServiceTitan, turning satisfied customers into enthusiastic advocates.
• • You will contribute to the company's mission by helping customers achieve the extraordinary in their businesses, solidifying ServiceTitan's position as the ultimate tool for their success.