Customer Success Manager, Strategic

Category: Customer Service

What You'll Do

• Develop strong working relationships with corporate contacts in strategic accounts.
• Coach and train corporate staff, franchise owners, and end users on product recommended approaches and workflows.
• Work with customers and product managers to manage requests for product improvements.
• Act as an expert on custom product features for strategic accounts.
• Manage efforts to increase product use, client satisfaction, and advocacy.
• Analyze user engagement data and find useful ideas. Key performance indicators (KPIs) will be reported on regularly.
• Gather information on how customers use the products and figure out which features and services are most and least valuable to their businesses.
• Build and present business reviews and give suggestions to reinforce the value of ServiceTitan.
• Act as the main point of contact for customer support tickets that need escalation.
• Update account and contact records for strategic accounts to make sure reporting is accurate.
• Find areas for improvement in the customer experience, both in the product and in processes.
• Onboard new customers to ServiceTitan. Customer Success Managers mainly own the long-term relationship, but may help with new customer onboarding when needed.

What You'll Bring

• 5+ years of relevant experience managing multiple accounts and/or projects with a proven record of success.
• Be a self-starter who does well in an entrepreneurial, fast-paced setting with the proven ability to lead, motivate, and work well with others.
• Exceptional account management skills and project management skills with strict attention to detail.
• Demonstrated ability in learning new software programs and finding ways 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 and uncertainty with creative solutions.
• Team player with strong communication and organizational skills, and the ability to adapt quickly.
• Less than 15% travel nationwide.

Salary

• The expected salary range for this role for candidates residing in the United States is between $103,400 USD and $138,400 USD.
• Actual compensation may vary based on skills, performance, qualifications, experience, and location.
• In addition to the base salary, the total compensation package also includes an annual bonus, equity, and a full suite of benefits.

Benefits

• Flextime and flexible time off with ample learning and development opportunities.
• Comprehensive onboarding program and leadership training for all levels.
• Great work is rewarded through Bonusly and peer-nominated awards.
• Holistic health and wellness 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.
• Support for all stages of life: Parental leave and support, up to $20,000 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, and financial planning tools.

Location

• Full Remote (Travel nationwide up to 15%)