Customer Success Manager (FieldRoutes)

Get to know us:
We're FieldRoutes, a leading cloud-based and mobile SaaS provider in the pest control and lawn care industry . Recently acquired by ServiceTitan, the world's leading provider of software for the trades, our platform automates all aspects of field service operations for enterprise and small businesses, enabling them to accelerate growth, streamline operations, increase customer retention, and maximize revenue.
When you join our team, you'll be joining one of the fastest growing companies in the US with an award-winning culture that's been celebrated by Inc. Magazine and Forbes . Trusted by over 1,700 field service companies across thousands of locations, our software helps clients manage upwards of a billion dollars in revenue. Our partnership with ServiceTitan will enable us to accelerate investment in our technology and people while maintaining our flexible startup culture.
Ready to make your career move?
FieldRoutes has a compelling opportunity for an experienced Customer Success Manager to join our growing team. The CSM is responsible for ensuring the success of a portfolio of FieldRoutes' customers. The CSM will bring the best ideas, innovations, and capabilities to customers and match these to the customers' business goals, driving greater business value and executive alignment between FieldRoutes and the customer.
As a Customer Success Manager you promote maximum value from the customers' investment in FieldRoutes by identifying new opportunities to ensure growth attainment and renewals. As a Customer Success Manager, your primary responsibility is to ensure that your clients have a successful experience with the company's products and services. You will be the main point of contact for your clients, and your goal will be to help them achieve their business goals through effective use of our products and services.
What you'll do:

• Increase customer retention by conducting a thorough engagement strategy for customers though touchpoints such as product walkthroughs, strategy calls, and regular meetings

• Building and maintaining strong relationships with clients: You will be responsible for building and maintaining long-term relationships with clients. This includes regular communication, check-ins, and proactively addressing any concerns or issues they may have.
• Understanding client goals and needs: You will work closely with clients to understand their goals and needs, and develop a deep understanding of their business and industry.
• Providing guidance and support: You will provide guidance and support to clients on how to use our products and services effectively to achieve their goals. This may involve providing training, creating custom marketing strategies, and developing performance metrics.

• Track accounts to identify churn risk and work proactively to eliminate that risk
• Be the voice of our customers internally, providing feedback and insights on how FieldRoutes can better serve our customers
• Facilitate escalation calls with upset customers utilizing internal resources such Implementation teams, and senior management
• Identify upsell opportunities and facilitate renewal targets
• Meet and surpass quantitative and qualitative goals for customer retention, win backs and satisfaction

What you'll bring:

• High School Diploma or equivalent
• Bachelor's degree in a field of interest is a plus but not required.
• 2+ years of customer success (or 3+ years Customer/Technical Support experience).
• Experience working with Salesforce.com or similar CRM
• Knowledge of Microsoft Office: Outlook, Excel, and PowerPoint or G-suite productivity tools as well as web presentation tools.
• Commitment to delivering outstanding customer service and supporting and driving our customers' business success
• Be self-driven, results-orientated with a positive outlook and a focus on quality
• Strong phone presence and experience training virtually
• Demonstrated ability to build strong and lasting relationships
• Demonstrates high-level problem solving and analytical skills, excels under pressure and is results driven
• Excellent listening, communication, and presentation skills with a strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the executive level
• Manage time effectively, meet personal goals and work effectively with other members of the customer success team
• Ability to influence through persuasion, negotiation, and consensus building

Proven and Demonstrated Abilities to:

• Analyze SEO Marketing reports and metrics to determine the best course of action for our customers based on their goals and company strategies
• Provide periodic reports and analytics to customers
• Stay current on the latest search engine changes and their effects on marketing initiatives
• Develop, maintain, and strengthen customer relationships
• Monitor customer health, identify and mitigate account-level risks and upsell opportunities, align product and customer roadmaps, and deliver customer renewals promptly
• Manage and resolve all urgent customer issues, escalating to internal teams as necessary
• Build and maintain a thorough understanding of our products and any new products as they are developed
• Train and develop new hires and current Customer Success team members

Where you'll work:
We're 100% remote with HQ located in McKinney, TX
Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a 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.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role is between $46,000 - $67,000. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.