Customer Success Manager, New Markets at ServiceTitan
Ready to be a Titan?
ServiceTitan is seeking a Customer Success Manager to join our New Markets team. You will become an important member of the customer-facing 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 unique Services companies and play a key role in ensuring our successful expansion into new verticals and transition into General Availability.
What You'll Do:
Develop a portfolio of New Markets customer accounts, spanning SMB to Enterprise, in new verticals
Build and maintain senior-level relationships with your customer accounts
Coach customers on ideal processes and business best practices
Analyze user engagement data, identify actionable insights, drive product adoption
Be a key contributor to New Markets decision matrix for Go To Market strategy; keep pulse on early adopters, proactive solutioning, and enable testimonials
Build out post-sale playbooks for supporting customers in non-core verticals
Report regularly on KPIs
Reach out to accounts to gather intelligence on how they are currently using our products and determine what features and services are the most/least valuable to their businesses.
Mentor and serve as a resource to new hires
Discover and develop areas for improvement in the customer experience, both in our product and processes
Occasionally travel; up to 10% a quarter for client visits or trade shows (TBD based upon travel restrictions due to COVID-19)
What You'll Need:
4+ years of relevant Customer Success experience managing multiple accounts
Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
Experience working with customers that expect a high level of touch and service
Excellent listening and consultative skills to understand client use cases and workflows
Strong desire to be a part of a team that breaks new ground and is attempting to expand the use cases of ServiceTitan
Be a problem-solver who has a demonstrated ability to overcome challenges and ambiguity with creative solutions for repeatable success
Intelligent, quick thinking, and fast learning
Team player with strong communication and organizational skills, and an ability to “roll with the punches”
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and Founders Club- open to all Titans.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do 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.