Manager, Customer Success (Enterprise)
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.
As a Manager on ServiceTitan’s Enterprise Customer Success team, you will support a passionate and creative group of Success Managers to provide an exceptional experience for the largest Home Service companies in the U.S. In this role, you will be a critical member of our Success Management team and will help shape ServiceTitan’s strategy for retention, adoption, and customer satisfaction.
*This role will require up to 15% travel nationwide*
As our Manager, Enterprise Customer Success, you will:
- People manage a team of 10+ our most senior Customer Success Managers to achieve KPIs around retention, advocacy, net promoter score, among others
- Hire, Recruit, and Train a strong team of Customer Success Managers
- Develop future leaders in customer success and around ServiceTitan with demonstrated examples of career development programming resulting in very low voluntary attrition
- Deliver the best customer experience resulting in 100% retention of Enterprise customers and expanded net revenue
- Manage and resolve customer escalations from our highest value, highest touch customers
- Build relationships with key internal stakeholders across various ServiceTitan departments and external customers at the C-suite level
- Communicate strategy and vision to the team and build processes to deliver those outcomes
- Be comfortable in a highly dynamic environment and work autonomously to achieve outcomes
To be successful in this role, you'll need:
- 3+ years people management experience, preferably with Enterprise accounts/teams
- Relevant work experience in SaaS account, Enterprise Success Management or a related field in software and technology (experience in the Home Services industry a plus!)
- Ability to be a Player/Coach by taking a call one second and have a career conversation the next
- Proven leadership skills; track record of motivating others and maintaining high team morale
- High levels of emotional intelligence, specifically, patience, empathy, and active listening skills
- Deep understanding of what constitutes great customer experience, including specific techniques
- Exceptional project management and organizational skills. Proven ability to manage multiple moving pieces at a time while paying strict attention to detail
- Motivation to drive consistent results
- Reliability/Accountability to follow through on 100% commitments
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 Most Successful Companies in America, 2019
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, 2018
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.