Customer Success Manager, Strategic

Ready to be a Titan?
We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We share happy and sad moments with our customers, we laugh and cry with them, and we build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong.

As a 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 management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners and end users. The ideal candidate will be able to quickly learn new software, proactively manage accounts to meet internal and external goals, turn customers into partners, and be comfortable wearing many hats to meet changing customer and project needs.

What you'll do:

• 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

What you’ll need:

• Current ServiceTitan experience as a Customer Success Manager or Senior …