Customer Success Manager, MidMarket

| Greater LA Area | Hybrid
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You will become an important member of the core team, influence the company's continued success, and help shape the future of the service industry.  You will actively manage and develop a portfolio of Home Services companies and play a key role in ensuring company revenue.

As our Customer Success Manager, MidMarket, you will: 

  • Develop a portfolio of 40 mid-market customer accounts, all high-touch customers with complex needs
  • Review value metrics with key POCs, conducting regular success calls with each assigned account
  • Partner with On-boarding to help your new customers hit their initial ROI metric within 3 months
  • Manage and document customer escalation calls, aligning the resources needed for resolution
  • Identify opportunities for improvement in the customer experience where customer value will increase through up-selling and cross-selling activities
  • Build and maintain senior-level relationships with your customer accounts, creating a premium and high-caliber experience
  • Analyze user engagement data, identify actionable insights, and proactively engage based on insights; report regularly on KPIs
  • Travel onsite; up to 10% a quarter

To be successful in this role, you'll need: 

  • 3+ years of relevant experience in account and/or project management OR 1+ years experience in the home services industry as a GM, Ops Manager, or similar role
  • Self-starter that thrives in a fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
  • Demonstrated ability for and interest in project management and analyzing data sets
  • Proven ability to multi-task and manage multiple projects at a time while paying strict attention to detail
  • Team player with strong communication and organizational skills, and an ability to “roll with the punches” while still having fun at work
  • Familiarity with SaaS business models, Gainsight, Mavenlink a plus
  • Intermediate level understanding of value drivers in recurring revenue business models

About ServiceTitan

ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit www.ServiceTitan.com.

Perks & Benefits

1. Work/Life Balance: flexible work schedule, flexible PTO
2. Family-Friendly Benefits: extended parental leave, pregnancy support, 20k in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance
3. Enrichment: ongoing learning culture with access to Linkedin Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs
4. Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend

Equal Opportunity Employer

ServiceTitan does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. At ServiceTitan, our mission is to help our Titans and customers achieve the extraordinary. We are an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.

CCPA Notice for CA Residents applying to Jobs at ServiceTitan

Please review the CCPA Notice here: ServiceTitan CCPA California Privacy Notice

Life at ServiceTitan 

http://instagram.com/lifeatservicetitan | https://www.builtinla.com/company/servicetitan-inc | https://www.themuse.com/profiles/servicetitan 

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Location

Our office is located in a buzzy, vibrant neighborhood with access to great restaurants and bars. Think small-town vibe with big-city amenities.

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