Customer Success Manager (Evergreen)

About the position

As a Customer Success Manager (CSM) at ServiceTitan, you will play a vital role in ensuring customer satisfaction and success. You will build strong relationships with approximately 100 assigned accounts, acting as their primary point of contact. Your focus will be on understanding customer needs, driving value through the ServiceTitan platform, and ensuring retention and growth of revenue. You will engage proactively with customers, analyze data to track success metrics, and facilitate resolutions to enhance their experience with ServiceTitan.

Responsibilities

• Act as a preferred CSM to approximately 100 accounts, serving as the main point of contact.
• Maintain long-term, senior-level relationships with account points of contact (POCs).
• Guide customers to maximize their business through an understanding of the ServiceTitan platform.
• Act as the primary point of contact for customer inquiries and issues.
• Proactively reach out to customers to understand their goals and ensure their needs are met.
• Utilize data to track customer success metrics and design targeted engagement campaigns.
• Monitor account health and flag risk behaviors to prevent escalations or churn.
• Identify customer pain points and work with cross-functional teams to provide effective solutions.
• Provide training and guidance to customers on utilizing the software effectively.
• Gather and relay customer feedback to the product and development teams.

Requirements

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred.
• A customer value, ROI, and business outcome-driven mindset.
• Skills in product training and comfortable re-selling the customer on ServiceTitan.
• Strong de-escalation and problem-solving skills.
• Highly skilled in written and verbal communication.
• Proven ability to multi-task and manage multiple projects with strong attention to detail.
• Self-starter that thrives in an entrepreneurial, fast-paced environment.
• Quick thinking, fast learning, and solution-oriented.
• Self-motivated and able to work effectively in a remote setting.
• Exceptional organizational and time management skills.

Nice-to-haves

• Project management experience.
• Sales experience.
• Data or business performance analytics skills.
• Operational use of SalesForce, Gainsight, and Tableau.
• Highly proficient in ServiceTitan workflows and best practices.

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.