Customer Success Manager

Customer Success Manager responsible for ensuring customer success and satisfaction by building strong relationships, understanding customer needs, and empowering them to set big goals with ServiceTitan. Responsibilities include account ownership, relationship management, driving value and ROI, reactive and proactive engagement, data analysis, mitigation of escalations and churn risk, facilitation of resolutions, and providing product training. Required skills include customer value, ROI, and business outcome-driven mindset, product training, and strong de-escalation and problem-solving skills.

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-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 at a time with strong attention to detail
• Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
• Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution
• Self-motivated and able to work effectively in a remote setting
• Highly organized and detail-oriented
• Project management skills and experience are a plus
• Exceptional organizational and time management skills
• Empathetic with a customer-focused approach
• Passion for phone-based customer interactions
• Preferred Skills and Experience: Project management, Sales, Data or Business performance analytics, Operational use of SalesForce, Gainsight, and Tableau, Highly proficient in ServiceTitan workflows and best practices, Able to work EST hours

Benefits

• Flexible time off with ample learning and development opportunities to continue growing your career
• 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
• Company-paid medical, dental, and vision (available to employees and their dependents day 1)
• Parent and siblings’ insurance, wellness benefit, office massage, etc.
• Parental leave and support, financial planning tools, Employee Assistance Program services, and more