Customer Success Manager, Strategic Accounts

| 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.

Customer Success Manager, Strategic Accounts

Strategic Accounts Customer Success Managers oversee the entire post-sale customer journey for ServiceTitan’s strategic accounts (franchise systems and select multi-location enterprise customers). You will serve as the primary point of contact for a group of strategic accounts, from project managing the implementation and rollout of ServiceTitan to driving the customer’s ongoing success, retention and evangelism. The ideal candidate will be a “jack of all trades”, comfortable wearing many hats and driven to provide great results for our most important customers.

What You’ll Do

  • Develop strong working relationships with management contacts at strategic accounts
  • Construct detailed implementation plans for the rollout of ServiceTitan within a multi-location franchise system
  • Guide franchise owners through onboarding process, from sales to success
  • Provide coaching and training sessions on product best practices and workflows
  • Manage and coordinate cross-functional resources to deliver against defined timelines and client business requirements
  • 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, identify actionable insights. Report regularly on KPIs
  • 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 processe

What You’ll Need

  • 5+ years of relevant experience managing multiple accounts and projects with a proven track record of success
  • Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
  • Exceptional account management skills and a clear view on what constitutes excellent customer service
  • Exceptional project management skills. Proven ability to multitask and manage multiple moving pieces at a time while paying strict attention to detail
  • Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
  • A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues
  • Be a problem-solver who has a demonstrated ability to overcome challenges with creative solutions
  • Team player with strong communication and organizational skills, and an ability to “roll with the punches”
  • Familiarity with SaaS business models and agile development methodologies a plus
  • Ability to travel up to 30%

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home service companies streamline operations, improve customer service, and grow their business. ServiceTitan’s end-to-end solution for the multi-billion dollar residential home service industry includes CRM, intelligent dispatch, comprehensive reporting, Marketing management tools, mobile connectivity for field techs, and Quickbooks integration. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is here to champion the people in home services. ServiceTitan helps them provide a wonderful customer experience, improve sales and more easily manage their business.

This is a great opportunity to be a part of a start-up that is already successful, yet early enough to offer its team members significant growth and equity opportunities. We have a proven product, brand-name customers, significant revenue and growth, and are backed by Bessemer Venture Partners, the leading investors in cloud software.

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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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