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Customer Success Manager, Strategic Accounts

| Greater LA Area

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

As a Customer Success Manager, Strategic Accounts you’ll be the primary contact for franchise business owner’s during their ServiceTitan onboarding experience. Additionally, you’ll manage a small portfolio of strategic accounts, working with both corporate leadership and franchisees to drive 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

  • Serve as the single point of contact during a customer’s onboarding/implementation process, guiding franchise owners from sales to success
  • Coordinate and/or implement your customers’ data migrations, initial trainings, and third-party integrations
  • Provide coaching and training sessions on product best practices and workflows
  • Develop strong working relationships with management contacts at 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 processes

What You’ll Need

  • 3+ 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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • MySQLDatabases
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail

Location

Our neighborhood is considered a "crossroads" and "gateway" city. We have suburban life on one side and city life on the other.

An Insider's view of ServiceTitan Inc.

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Learning & Development Specialist

What are ServiceTitan Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
ServiceTitan's dental plan covers 100% of the cost for preventative care
Vision Benefits
ServiceTitan's vision plan covers 100% of the cost for preventative care
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
ServiceTitan partnered with Fitspot to bring onsite massages and exercise activities to the office
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Free Daily Meals
ServiceTitan offers free lunches everyday and a fully stocked pantry with La Croix and your favorite cereals!
Game Room
Stocked Kitchen
Happy Hours
Parking

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

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