Get to know us: We’re FieldRoutes, one of the most recognized providers of operations software and integrated marketing solutions for the pest control and lawn care service industries. Backed by ServiceTitan, the world’s leading provider of software for field service trades, our cloud-based and mobile solutions make life easier for field service professionals, allowing them to accelerate growth, streamline their operations, increase customer retention, and maximize revenue.When you join our team, you’ll be bringing your talents to one of the fastest-growing companies in the US with an award-winning culture that’s been recognized by Inc. Magazine and Forbes. Trusted by over 1,700 field service companies across thousands of locations, our software helps clients manage upwards of a billion dollars in revenue so they can better serve their customers and communities. Our partnership with ServiceTitan has enabled us to accelerate investment in our technology and people while maintaining our flexible culture. Ready to make your career move? FieldRoutes has a compelling opportunity for an experienced customer Success Manager to join our growing team. The CSM is responsible for ensuring the success of a portfolio of FieldRoutes’ customers. The CSM will bring the best ideas, innovations, and capabilities to customers and match these to the customers' business goals, driving greater business value and executive alignment between FieldRoutes and the customer. As a CSM you will be orchestrating our success services and providing best practices in areas such as adoption, Business Metrics, and Feature Usage. The end result is increased customer satisfaction and retention. As a Customer Success Manager, you promote maximum value from the customers’ investment in FieldRoutes, aiming for full utilization of their licenses, identifying new opportunities, and collaborating with the Sales Team to ensure growth attainment and renewals.What you’ll do:Become an expert in customer use cases, needs, and business outcomes to proactively identify how our products, services, and value proposition can best drive and support our customers’ journey Develop and deliver a value-add playbook and thoughtful leadership toSMB customer stakeholders to convert them to be FieldRoutes’ promoters Increase customer retention by planning and/or conducting a one-to-many engagement strategies for customers including online and offline touchpoints such as training, webinars, surveys, and user groups Track accounts to identify churn risk and work proactively to eliminate that risk Be the voice of our customers internally, providing feedback and insights on how FieldRoutes can better serve our customers Contribute to the library of customer success assets (customer references, case studies, webinars) Facilitate escalation calls with upset customers utilizing internal resources such as Support, Implementation teams, and senior management Work collaboratively with the sales team to identify upsell opportunities and facilitate renewal targetsMeet and surpass quantitative and qualitative goals for customer retention, win-backs, and satisfactionWhat you’ll bring: High School diploma or equivalent 2+ years of customer success (or 3+ years of Customer/Technical Support experience)Experience working with Salesforce.com or similar CRM Knowledge of Microsoft Office: Outlook, Excel, and PowerPoint or G-suite productivity tools as well as web presentation toolsCommitment to delivering outstanding customer service and supporting and driving our customers’ business success Be self-driven, and results-orientated with a positive outlook and a focus on quality Strong phone presence and experience training virtually Demonstrated ability to build strong and lasting relationships Demonstrates high-level problem-solving and analytical skills, excels under pressure, and is results-driven Excellent listening, communication, and presentation skills with a strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the executive level Manage time effectively, meet personal goals and work effectively with other members of the customer success team covering 1300+ customers Ability to influence through persuasion, negotiation, and consensus building Where you’ll work: We’re 100% remote with HQ located in McKinney, TXBe 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.ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role is between $46,000 - $67,000. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.
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