Customer Success Manager, Enterprise

$79,000 - $113,000/Yr

LE0001 ServiceTitan, Inc.

Full-time - Mid Level

About the position

As a Customer Success Manager (Enterprise) at ServiceTitan, you will manage and develop a portfolio of approximately 35 high-touch enterprise customer accounts in the trades industry. Your role is crucial in ensuring customer satisfaction and maximizing the value of our software, directly influencing the company's revenue and success. You will build senior-level relationships, solve complex problems, analyze user engagement data, and mentor new hires, all while fostering a premium customer experience.

Responsibilities

• Develop and manage a portfolio of ~35 Enterprise customer accounts with complex needs.
• Regularly reach out to accounts to gather intelligence on product usage and determine valuable features and services.
• Build and maintain senior-level relationships with customer accounts to create a high-caliber experience.
• Collaborate with customers to solve complex problems and increase product value.
• Continuously improve customer experience in both product and processes.
• Analyze user engagement data and report on KPIs regularly.
• Organize customers into segments for up-selling and cross-selling opportunities.
• Mentor new hires and support members of the non-Enterprise Success Team.

Requirements

• 4+ years of account and/or project management experience in a customer-facing role.
• Proven ability to multi-task and manage multiple projects with strong attention to detail.
• Self-starter thriving in an entrepreneurial, fast-paced environment.
• Demonstrated interest in project management and data analysis.
• Intelligent, quick-thinking, fast-learning, and solution-oriented.
• Adaptable team player with strong communication and organizational skills.

Benefits

• Flexible time off with ample learning and development opportunities.
• Comprehensive onboarding program and leadership training.
• Holistic health and wellness benefits including company-paid medical, dental, and vision.
• 401k match and telehealth options.
• Parental leave and adoption reimbursement up to $20k.
• Pet insurance and legal advisory services.