Customer Success Manager for Strategic Accounts

ServiceTitan is a mobile, cloud-based software platform that helps home service companies streamline operations, improve customer service, and grow their business. ServiceTitan’s end-to-end solution for the multi-billion dollar residential home service industry includes CRM, intelligent dispatch, comprehensive reporting, Marketing management tools, mobile connectivity for field techs, and Quickbooks integration.

As a Strategic Accounts Success Manager you will be a primary point of contact for ServiceTitan’s strategic accounts (franchise systems and select enterprise accounts). You will build relationships with strategic accounts and manage projects and initiatives to increase customer success, retention, and evangelism.

* Develop strong working relationships with counterparts at strategic accounts. * Manage initiatives to increase product adoption and customer satisfaction. * Analyze user engagement data, identify actionable insights. * Report regularly on KPIs including product adoption, revenue growth, and net promoter score. * Develop and implement a system to replicate ServiceTitan customer success best practices within strategic accounts. * Act as an escalation point on customer support tickets for strategic accounts. * Coordinate tasks and communication related to custom software development for strategic accounts. * Act as a subject matter expert on custom product features for strategic accounts. * Update account and contact records for strategic accounts to ensure accurate reporting. * Identify areas for improvement in the customer experience both in our product and processes.

* 4+ years of relevant experience managing multiple accounts with a proven track record of success. * Exceptional relationship building skills and a clear view on what constitutes excellent customer service. * Exceptional project management skills. Proven ability to multi-task and manage multiple moving pieces at a time while paying strict attention to detail. * Personable and patient with great people skills and a good sense of humor. * Self-starter who thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others. * Team player with strong communication and organizational skills, and an ability to “roll with the punches”. * Demonstrated ability in learning new software programs and identifying opportunities to use their full potential. * Excellent problem-solver * Familiarity with SaaS business models a plus