200+ applicants
ServiceTitan · 3 days ago
Manager, Customer Success Management
United States
Full-time
Remote
Senior Level
$105K/yr - $150K/yr
5+ years exp
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Responsibilities
Team Build a positive team environment while developing impactful relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers
Set and maintain standards for customer success within ServiceTitan that are aspirational and consistently provide our customers the experience they expect and deserve.
Coach and motivate team members based on their unique skill sets, maximizing their strengths and engaging in meaningful conversations around growth opportunities
Implement processes and frameworks where needed, leveraging data and observations to iterate on what is already in place to take the team to the next level of effectiveness
Ensure for data integrity and accuracy across all platforms and workstreams
Advise on strategic customer engagement plans to drive value and ROI across the Corporate book of business
Equip and Empower CSMs with the fundamental role clarity, knowledge, skills, processes and tools to achieve their goals/OKRs
Manage team performance at the highest standard through weekly 1:1s, progress reports, goal tracking, and aligning to the needs and urgency of the organization
Track KPI’s for your respective team to effectively measure impact and performance in an actionable, data-driven manner
Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise.
Inform the strategy for quarterly plans and goals for the team according to forecasted needs
Manage and document customer escalation calls
Hire and Retain an exceptional team of Success Managers with clear demonstration of cultural characteristics and competencies. Help develop team members with a focus on continued professional development.
Qualification
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Required
5+ years of experience in customer success or account management roles within the SaaS industry.
2+ years of people management experience within a customer facing department
Proven track record of successfully managing and developing high-performing teams.
Strong understanding of customer success best practices and methodologies.
Excellent communication, interpersonal, and problem-solving skills.
Ability to work collaboratively across departments and influence cross-functional teams.
Proficiency in customer success software (e.g., Gainsight) and CRM systems (e.g., Salesforce).
A customer value, ROI, and business outcome-driven mindset
Analytical mindset with the ability to leverage data to drive decisions.
Strong de-escalation and problem-solving skills.
Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others in a remote environment
Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution
Eastern Time working hours (9am - 5pm EDT / EST) are a requirement for this role.
Preferred
Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan.
Experience in leading customer success teams in a high-growth SaaS environment.
Background in developing and implementing customer success frameworks and playbooks.
Familiarity with advanced customer success tools and technologies.
Demonstrated ability to drive customer advocacy and prior experience managing a BoB
Strong project management skills with experience in leading cross-functional initiatives.
Experience in conducting customer health assessments and developing risk mitigation plans.
Knowledge of industry trends and best practices in customer success and SaaS.
Benefits
Flexible time off
Company-paid medical, dental, and vision
401k match
Telehealth options
Parental leave and support
Up to $20k in adoption reimbursement
On-demand maternity support
Free breast milk shipping
Pet insurance
Legal advisory services
Financial planning tools
Company
ServiceTitan
ServiceTitan is a service management software that helps home services businesses generate more leads and close more sales.
1,001-5,000 employees
H1B Sponsorship
ServiceTitan has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (21)
2022 (79)
2021 (73)
2020 (33)
Funding
Current Stage
Late StageTotal Funding
$1.12BKey Investors
Thoma BravoIndex VenturesBattery Ventures
2024-05-03Series Unknown· $24.04M
2021-06-30Series G· $200M
2021-03-26Series F· $500M
Leadership Team
Ara Mahdessian
Co-Founder and Chief Executive Officer
Vahe Kuzoyan
President and Co-Founder
Recent News
2024-05-24
2024-05-04
The Economic Times
2024-05-04
Company data provided by crunchbase
