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Corporate Customer Success Manager @LE0001 ServiceTitan, Inc.

[Hiring] Corporate Customer Success Manager @LE0001 ServiceTitan, Inc.

Apr 03, 2025 - LE0001 ServiceTitan, Inc. is hiring a remote Corporate Customer Success Manager. đź’¸ Salary: $58,400 - $78,100 usd. đź“ŤLocation: USA.

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Role Description

As a Corporate Customer Success Manager, Residential Exteriors, you play a crucial role in ensuring our customers’ success and satisfaction. You’ll be responsible for building strong relationships with our customers, understanding their needs, and empowering them to set big goals with ServiceTitan as the ultimate tool to achieve the extraordinary in their business.

  • Account Ownership: Act as a “preferred CSM” to approximately 100 accounts assigned to CSM Team, serving as the main point of contact for the customer, our executive team, and any internal partners regarding these accounts.
  • Relationship Management: Commit to exceeding customer expectations, maintain long-term, senior-level relationships with your account’s POCs, take ownership of challenging customer situations, manage them effectively, and see them through to resolution.
  • Drive Value and ROI: Guide customers to maximize their business through an intimate understanding of the ServiceTitan platform, with the ability to resolve complex issues and create comprehensive, customer-facing value plans to demonstrate ROI of ServiceTitan to key stakeholders.
  • Reactive Engagement: Act as the primary point of contact for customer inquiries and issues, working closely with internal teams to drive timely resolutions.
  • Proactive Engagement: Proactively reach out to customers through phone calls and written communication to understand their goals, and roadblocks, and ensure their needs are met.
  • Data Analysis: Utilize data to track customer success metrics and leverage user engagement data to design targeted campaigns that proactively engage with customers who are not utilizing key features of ServiceTitan vital to achieving their desired outcomes.
  • Mitigate Escalations and Churn Risk: Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise.
  • Facilitate Resolutions: Approach all customer interactions with a positive, can-do attitude, identify customer pain points, and work with cross-functional teams to provide effective solutions.
  • Provide Product Training: Provide training and guidance to customers, ensuring they utilize our software effectively.
  • Create Promoters: Seek ways to improve customer satisfaction and raise customer advocacy (NPS).
  • Project Management: Break down complex issues and stay highly organized in managing customer accounts, ensure timely follow-ups, and document interactions.
  • Gross Revenue Retention: Monitor customer usage and engage in renewal discussions to ensure long-term satisfaction, account retention, and maximize up-selling and cross-selling opportunities.
  • Feedback Collection: Gather and relay customer feedback to the product and development teams for continuous improvement.
  • Customer Loyalty: Identify opportunities for customer advocacy, such as success stories, the torch network, and referrals.

Qualifications

  • 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.
  • Quick thinking, fast learning, and solution-oriented.
  • 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.

Requirements

  • Project management skills.
  • Sales experience.
  • Data or Business performance analytics.
  • Operational use of SalesForce, Gainsight, and Tableau.
  • Highly proficient in ServiceTitan workflows and best practices.
  • Able to work PST/MST hours.

Benefits

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

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đź“Ť Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Customer Service
Corporate Customer Success Manager @LE0001 ServiceTitan, Inc.
Customer Service
Salary đź’¸ $58,400 - $78,100 usd
Remote Location
USA
Job Type full-time
Posted Apr 03, 2025
Apply for this position Unlock 55,205 Remote Jobs
️
đź“Ť Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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