Customer Success Manager

About the Role

We are seeking a Customer Success Manager (CSM) to play a pivotal role in enhancing our clients' success and satisfaction with ServiceTitan's platform. This role entails cultivating robust relationships with customers, understanding their business objectives, and helping them achieve exceptional results through our software.

Key Duties

• Act as the assigned CSM for a portfolio of around 100 accounts, serving as the primary interface between customers, our executives, and internal teams.
• Build and sustain senior-level, long-term relationships while confidently resolving complex or challenging customer issues.
• Drive value realization by guiding clients on maximizing their use of ServiceTitan, including delivering comprehensive plans that demonstrate return on investment.
• Respond promptly to customer inquiries and collaborate with internal departments to resolve issues efficiently.
• Proactively engage customers through calls and communications to understand needs, goals, and obstacles, ensuring consistent progress in their ServiceTitan journey.
• Analyze customer success metrics and user engagement data to design targeted campaigns fostering deeper use of essential platform features.
• Identify and mitigate risks related to customer dissatisfaction, including preventing escalations and churn.
• Approach problem-solving with positivity and collaborate cross-functionally to address customer pain points effectively.
• Conduct product training and encourage participation in educational activities such as webinars and community events.
• Promote customer advocacy by seeking opportunities to improve satisfaction and Net Promoter Scores.
• Organize and manage all customer account activities, maintain detailed documentation, and ensure timely follow-ups.
• Oversee renewal discussions and identify up-selling and cross-selling opportunities to maximize account value.
• Collect and relay customer insights to product teams to aid continuous platform improvements.
• Foster customer loyalty by encouraging success stories, referrals, and participation in community programs.

Qualifications and Skills

• Minimum of 2 years experience in customer-facing roles such as customer success, account management, or sales.
• Focus on delivering customer value, ROI, and measurable business outcomes.
• Experience in product training and ability to effectively re-engage customers.
• Proficient in de-escalation and problem resolution.
• Excellent verbal and written communication abilities.
• Strong multitasking aptitude with meticulous attention to detail.
• Self-driven and adaptable in a fast-paced, entrepreneurial environment, with leadership and motivational capabilities.
• Quick learner with creative problem-solving aptitude and commitment to follow issues through to resolution.
• Well-organized, detail-oriented, and adept at working remotely.
• Experience in project management is desirable.
• Empathy and a customer-centered approach.
• Passion for engaging with customers primarily via phone communications.

Preferred Experience

• Project management expertise.
• Sales knowledge.
• Competency in data and business performance analytics.
• Operational familiarity with Salesforce, Gainsight, and Tableau.
• Advanced proficiency in ServiceTitan workflows and best practices.
• Availability to work hours corresponding to PST/MST time zones.

Work Schedule

Work hours are Monday to Friday from 4 PM to 1 AM Armenia time.

Company Culture and Commitments

We value being human by embracing diverse experiences and backgrounds. We strongly encourage applicants from underrepresented groups to apply. Our recruitment process uses automated and AI-assisted tools to enhance efficiency, but all hiring decisions are made by our teams.

Employee Benefits

• Flexible working hours and autonomous work culture with ample opportunities for career growth through onboarding and leadership programs, along with peer recognition systems.
• Comprehensive health benefits including company-paid medical, dental, and vision coverage available from day one, also for dependents.
• Support systems such as parental leave, financial planning resources, and employee assistance programs.