Client Success Manager

$66,000 - $94,000/Yr

LE0001 ServiceTitan, Inc.

posted about 1 month ago

Full-time - Mid Level
Remote

About the position

The Client Success Manager (CSM) at Aspire is responsible for proactively engaging with clients to ensure they realize the full value of Aspire's solutions. This role focuses on building strong client relationships, driving product adoption, and supporting clients in achieving their strategic goals. The CSM acts as a trusted advisor, managing a portfolio of 50-100 clients and collaborating with internal teams to enhance client satisfaction and retention.

Responsibilities

  • Leverage deep business and industry knowledge to partner with clients to help increase sustainable proven value.
  • Establish and improve relationships with clients through proactive and regular communication that monitors overall client 'health'.
  • Act as subject matter expert on the Aspire software, staying current on product offerings and serving as point of contact for all needs.
  • Serve as the account/relationship manager for approximately 50-100 clients.
  • Create success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
  • Develop case studies, KPIs, and metrics related to products and solutions, client retention and churn, and department success.
  • Work cross-functionally with internal teams including implementation, Training, Sales and Aspire Care teams to ensure clients are transitioned properly.
  • Develop a working knowledge of the performance of the accounts by monitoring client activity to identify any changes in performance that may indicate a service or other issue.
  • Provide feedback to the product team on new features and offerings that our key clients have identified.
  • Identify opportunities to sell additional services to clients and passing opportunities on to Sales.

Requirements

  • Bachelor's Degree in business or related field.
  • Three to five years of experience in B2B Account Management or Client Success experience (SaaS industry strongly preferred).
  • Proven client success professional with strong ability to articulate vision, strategy, and plans.
  • Experienced working within matrixed environments.
  • Experience with CRM platforms (i.e. Salesforce, HubSpot).
  • Strong verbal and written communications skills.
  • Ability to interact effectively at all levels of an organization and cross functionally; influence and advocate on behalf of the client.
  • Ability to anticipate change and proactively adjust priorities and strategies accordingly.
  • Ability to work both in a team, and independently, to make the best decisions for our clients.

Nice-to-haves

  • Experience in the landscaping or commercial cleaning industries.
  • Familiarity with client retention strategies and metrics.

Benefits

  • Flexible time off with ample learning and development opportunities.
  • Comprehensive onboarding program and leadership training.
  • Company-paid medical, dental, and vision insurance.
  • 401k match and telehealth options.
  • Parental leave and support, including adoption reimbursement.
  • Pet insurance and legal advisory services.
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