Customer Success Manager, Strategic

Ready to be a Titan?As a Customer Success Manager, Strategic Accounts, you’ll manage the long-term success of ServiceTitan’s largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers). You’ll create partnerships with management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners and end-users. The ideal candidate will be able to quickly learn new software, proactively manage accounts to meet internal and external goals, turn customers into partners, and be comfortable wearing many hats to meet changing customer and project needs.What You’ll Do:Develop strong working relationships with corporate contacts at strategic accountsProvide coaching and training sessions on product best practices and workflows to corporate staff, franchise owners, and end-usersCollaborate with customers and product managers to manage product enhancement requestsAct as a subject matter expert on custom product features for strategic accountsManage initiatives to increase product adoption, customer satisfaction and evangelismAnalyze user engagement data, identify actionable insights. Report regularly on KPIsGather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businessesAct as an escalation point on customer support ticketsUpdate account and contact records for strategic accounts to ensure accurate reportingIdentify areas for improvement in the customer experience, both in our product and processesWhat You’ll Bring: 5+ years of relevant experience managing multiple accounts and projects with a proven track record of successBe a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with othersExceptional account management skills and a clear view on what constitutes excellent customer serviceExceptional project management skills.  Proven ability to multitask and manage multiple moving pieces at a time while paying strict attention to detailDemonstrated ability in learning new software programs and identifying opportunities to use their full potentialA natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issuesBe a problem-solver who has a demonstrated ability to overcome challenges with creative solutionsTeam 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 plusAbility to travel up to 25%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 more. Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% 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.