Customer Success Manager, Retention Specialist

| Greater LA Area | Hybrid
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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. 

ServiceTitan is seeking a Retention Specialist (Customer Success) to join our dynamic startup in Glendale, CA. This customer-centric professional will play a crucial role in supporting the explosive growth of our Customer Success initiatives that require cross-functional alignment. You will actively manage and engage our customers, ensuring they are achieving their return on investment in the platform, and play a key role in retaining revenue.

This role will ensure that the right resources are brought together to retain high risk customer and that at-risk scenarios are resolved in a timely manner, meeting the customer’s business requirements within reason. 

As our Customer Success Manager, Retention Specialist, you will:

  • Create Plans: Work closely with high-risk customers to create measurable, goal-oriented plans to resolve the root causes of their concerns
  • Drive Outcomes: Coordinate internal resources across multiple teams to drive positive outcomes for high risk customers in a timely fashion
  • Align: Ensure there is a path to long-term loyalty where customer expectations and the capabilities of the platform are well aligned
  • Identify: Work with Operations team to develop and refine analytical tools to identify potential high risk accounts before they escalate

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

  • 1-2+ years experience, in a high volume customer facing role, with strong conflict resolution/de-escalation skills
  • 1-2+ years experience with demonstrated ability to build out project plans, workflows, processes & analyze data sets
  • 4 year BA degree minimum
  • Self-starter that thrives in a fast-paced environment with demonstrated capacity to lead, motivate and work well with others
  • Intelligent, quick thinking, fast learning and an excellent problem solver
  • Proven ability to manage multiple projects at a time while paying strict attention to detail

Nice to Haves

  • 1+ years of ServiceTitan experience (Support, Onboarding, Success Management)
  • Experience withChange Management
  • Familiarity with SaaS business models
  • Experience researching, analyzing & developing data tools

Why ServiceTitan?

Company Culture

We are proud of the ServiceTitan culture - it brings together brilliant, genuine and driven individuals in an atmosphere that is positive and inclusive. Check out our culture for yourself:

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

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home services companies streamline operations, improve customer service, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar residential home services industry includes CRM, intelligent dispatch, custom reporting, marketing automation, mobile solution for field techs, and accounting integration with Intacct and QuickBooks. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is the preferred software for hundreds of the world's most successful plumbing, HVAC, and electrical companies. For more information about ServiceTitan, visit www.ServiceTitan.com.

Inc 5000 - Best Places to Work, 2019
Los Angeles Business Journal Best Places to Work, 2018
Los Angeles Business Journal Top 100 Fastest Growing Private Company, 2018
Deloitte Fast 500, 2018
Inc 5000 - Best Places to Work, 2019
Inc. 5000 – America’s Fastest Growing Companies, 2018
Glassdoor/Battery Ventures Highest Rated Cloud Computing Companies, 2018
Mogul Top 1000 Companies Worldwide for Millennial Women 2018
Forbes - Next Billion-Dollar Startup List, 2017

Equal Opportunity Employer

ServiceTitan does not discriminate against employees based on race, color, religion, sex, national origin, gender identity, age, disability, or genetic information. 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. 

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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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