Senior Customer Success Manager (Strategic Accounts)

• As a Senior Customer Success Manager, Strategic Accounts, you’ll manage the long term success of ServiceTitan’s largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers)
• You’ll create partnerships with executive and management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners, aggregate groups, and end users
• Develop strong working relationships with corporate contacts in strategic accounts
• Coach and train 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 and identify actionable insight - KPIs will be reported on regularly
• Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
• Build and present business reviews and provide recommendations to reinforce the value of ServiceTitan
• 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
• Onboard new customers to ServiceTitan - Customer Success Managers primarily own the long term relationship with customers, but may assist with new customer onboarding as needed

Benefits

• Flexible time off
• Fully paid individual medical, dental, and vision coverage
• Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
• Tax free savings via HSA, FSA, and Dependent Care FSA
• 401(k) match
• Medical plan with up to $20,000 in fertility coverage
• Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
• Adoption support including reimbursement of up to $20,000
• Bereavement leave for loss of a pregnancy or loved one
• Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
• Personal development programs

• The ideal candidate will be able to quickly learn new software, proactively manage executive teams and associated accounts to meet internal and external goals, turn customers into partners, and be comfortable wearing many hats to meet changing customer and project needs
• 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success
• Be a problem-solver who has a demonstrated ability to overcome challenges and ambiguity with creative solutions
• < 15% travel nationwide (TBD based upon travel restrictions due to COVID-19)
• Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
• Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
• Team player with strong communication and organizational skills, and an ability to “roll with the punches”
• Exceptional account management skills & project management skills with strict attention to detail
• A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues