Customer Success Manager

You will be responsible for the strategic growth and retention of your BoB, leveraging both proactive and reactive touch points throughout the customer journey to drive customer satisfaction and value maximization. 

Being a top CSM involves a combination of relationship-building, technical knowledge, problem-solving, data analytics, and internal partnership (working closely with teams such as Sales and Support) to deliver a seamless customer experience and support our customers in achieving their business objectives.

What You’ll Do:

• Account Ownership: Own a designated Book of Business, 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 through their journey with ST, identify key value maximization opportunities through an intimate understanding of the ServiceTitan platform, the ability to resolve complex issues and to create comprehensive, customer-facing value plans to demonstrate the ROI of ServiceTitan to key stakeholders

• Reactive Engagement: address incoming customer inquiries, and partner with internal teams to drive timely resolutions

• Proactive Engagement: attend pre-scheduled Customer Success calls, or conduct outreach to engage with customers in need of a Success Call, use these calls to understand their goals, highlight existing value, flag opportunities for increased value, and address roadblocks utilizing ST to achieve their desired business outcomes

• 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 (digital success campaigns, remote workshops, proactive customer calls, etc.)

• Mitigate Escalations and Churn Risk: Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise in addition to owning and defusing challenging customer situations, should they arise, turning them into an opportunity for positive outcomes and increased customer loyalty

• 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, drive customer engagement in webinars, ember, spark or community

• Create Promoters: Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers' experience, both in the use of our product and through improved internal processes

• 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 (both core and pro products) to ensure long-term satisfaction, and 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.

What You’ll Bring:

• 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