Customer Success Manager, MidMarket

Ready to be a Titan?
As a MidMarket Customer Success Manager, you serve as a key partner for your customers in supporting their adoption of ServiceTitan and delivering extraordinary business outcomes. You will act as a strategic advisor for your customers through your ability to capture and understand their business goals, build a clear path to value, and highlight their resulting business outcomes in terms of revenue growth. Additionally, you will serve as THE owner of your portfolio of customers tasked with managing customer growth, advocacy, and retention.
What You'll Do:

• Manage a book of approximately 50 accounts. Serving as the main point of contact for executives and key stakeholders.
• Own escalations within assigned customers. Identify solutions and strategies to maintain long-term relationships and minimize customer churn.
• Guide customers on maximizing their business through your intimate understanding of the ServiceTitan platform.
• Build and maintain senior-level relationships with your customer accounts while creating a premium and high-caliber experience.
• Create a comprehensive, customer-facing account plan that demonstrates ROI to key stakeholders.
• Help find new ways to continuously improve our customers' experience with our product and processes to increase NPS.
• Analyze user engagement data and identify actionable insight - KPIs will be reported on regularly.
• Organize ServiceTitan customers into appropriate segments for up-selling and cross-selling opportunities.

What You'll Bring:

• 3-5 years in customer-facing roles, customer success/account management experience preferred.
• Customer value, ROI, and business outcome-driven mindset.
• Proven ability to multi-task and manage multiple projects simultaneously 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.
• Intelligent, quick thinking, fast learning, and solution-oriented.
• To be an adaptable team player with strong communication and organizational skills.

Preferred Skills and Experience

• Project management
• Business performance analytics
• Operational use of SalesForce, Gainsight, and Tableau

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 $53,000 - $76,000. 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.