About the Opportunity:

ServiceTitan is looking for a Manager, Customer Success to join the Mid-Market segment of our Customer Success team. The Manager will report to the Director of Customer Success and will be responsible for leading, managing and developing a team of Mid-Market Customer Success Managers.

Responsibilities:

• Manage direct reports via­ 1:1s, progress reports, goal tracking, and career development
• Create, monitor and report on team KPIs and performance
• Coach and motivate your team to implement proven best practices and drive a superior customer experience
• Serve as the escalation point for customer issues within your team
• Create and execute upon programs to create evangelists, mitigate churn, drive up product adoption, and boost customer happiness
• Analyze pipeline to effectively manage resources, including account assignments and hiring new staff as we grow
• Manage the development of training, process documentation, tools, templates, etc. in conjunction with other teams
• Be an extremely effective communicator understanding the significance and appropriate use of various communication channels and tone based on circumstances and audience
• Assist in crafting the early-stage go-to-market strategy for Mid-Market customers
• Actively participate on the Customer Success Management team to influence the team’s strategic decisions and priorities

Requirements:

• 3+ years relevant work experience in account management or customer success
• 1+ year of experience of direct management experience
• 1+ year SaaS business experience
• Proven leadership skills; track record of motivating others and maintaining high team morale
• Natural ability to think several steps ahead and take proactive steps to address roadblocks and issues
• Be a problem­-solver who has a demonstrated ability to overcome challenges with creative solutions
• Excellent emotional intelligence, patience and active listening skills
• Deep understanding of what constitutes great customer success
• Be meticulous and detail ­oriented
• Ability to align internal resources for quality and timely delivery of projects and issue resolution
• Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to “roll with the punches”
• Good sense of humor preferred