Customer Success Manager, Strategic

ServiceTitan, Inc.

Job Overview

Location

US Remote

Job Type

Full-time

Full Job Description

📋 Description

• Develop strong working relationships with executive contacts at strategic accounts
• Provide coaching and training sessions on product best practices and workflows to corporate staff, franchise owners, and end-users
• Collaborate with customers and product managers to manage product enhancement requests
• Act as a subject matter expert on custom product features for strategic accounts
• Manage initiatives to increase product adoption, customer satisfaction and evangelism
• Analyze user engagement data, identify actionable insights. Report regularly on KPIs
• Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
• Act as an escalation point on customer support tickets
• Update account and contact records for strategic accounts to ensure accurate reporting
• Identify areas for improvement in the customer experience, both in our product and processes

🎯 Requirements

• 5+ years of relevant experience managing multiple accounts and projects with a proven track record of success
• Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
• Exceptional account management skills and a clear view on what constitutes excellent customer service
• Exceptional project management skills. Proven ability to multitask and manage multiple moving pieces at a time while paying strict attention to detail
• Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
• A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues
• Be a problem-solver who has a demonstrated ability to overcome challenges with creative solutions
• Team player with strong communication and organizational skills, and an ability to “roll with the punches"

🏖️ Benefits

• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
• FSA and HSA, 401k match, and telehealth options including memberships to One Medical
• Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more

Skills & Technologies

Remote

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ServiceTitan, Inc.

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About ServiceTitan, Inc.

ServiceTitan provides cloud-based business management software for residential and commercial contractors in plumbing, HVAC, electrical, and other trades. Its platform integrates customer relationship management, scheduling, dispatching, invoicing, payments, marketing analytics, inventory management, and field workforce mobile applications. The system connects office teams with field technicians, automates service workflows, and offers real-time performance reporting, aiming to improve operational efficiency and revenue for home-service businesses.

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