Manager of Customer Success Management, ServiceTitan

$113.1-151.3k

+ Annual bonus + Equity

Salesforce
Gainsight
Senior and Expert level
Remote from US
ServiceTitan

All-in-one operating platform for trades

Be an early applicant

ServiceTitan

All-in-one operating platform for trades

1001+ employees

B2BHome improvementReal EstateSaaS

Be an early applicant

$113.1-151.3k

+ Annual bonus + Equity

Salesforce
Gainsight
Senior and Expert level
Remote from US

1001+ employees

B2BHome improvementReal EstateSaaS

Company mission

To serve the men and women of the field services trades with the tools, training, and support to build their businesses and achieve all their goals.

Role

Who you are

  • The ideal candidate is someone passionate about both high-level and tactical coaching, as well as problem-solving and building frameworks from the ground up
  • They are positive and influential, embodying ServiceTitan’s values with the ability to build culture within their team and the Success organization
  • 5+ years of experience in customer success or account management roles within the SaaS industry
  • 2+ years of people management experience within a customer facing department
  • Proven track record of successfully managing and developing high-performing teams
  • Strong understanding of customer success best practices and methodologies
  • Excellent communication, interpersonal, and problem-solving skills
  • Ability to work collaboratively across departments and influence cross-functional teams
  • Proficiency in customer success software (e.g., Gainsight) and CRM systems (e.g., Salesforce)
  • A customer value, ROI, and business outcome-driven mindset
  • Analytical mindset with the ability to leverage data to drive decisions
  • Strong de-escalation and problem-solving skills
  • Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others in a remote environment
  • Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution

Desirable

  • Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan
  • Experience in leading customer success teams in a high-growth SaaS environment
  • Background in developing and implementing customer success frameworks and playbooks
  • Familiarity with advanced customer success tools and technologies
  • Demonstrated ability to drive customer advocacy and prior experience managing a BoB
  • Strong project management skills with experience in leading cross-functional initiatives
  • Experience in conducting customer health assessments and developing risk mitigation plans
  • Knowledge of industry trends and best practices in customer success and SaaS

What the job involves

  • As a Manager, Corporate Customer Success Management you will be responsible for overseeing a team of Customer Success Managers to ensure they are delivering an exceptional experience and driving value for our customers through the ServiceTitan product suite
  • You will coach your team to strategic growth and retention within their books of business to drive customer satisfaction and value maximization
  • Team Build a positive team environment while developing impactful relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers
  • Set and maintain standards for customer success within ServiceTitan that are aspirational and consistently provide our customers the experience they expect and deserve
  • Coach and motivate team members based on their unique skill sets, maximizing their strengths and engaging in meaningful conversations around growth opportunities
  • Implement processes and frameworks where needed, leveraging data and observations to iterate on what is already in place to take the team to the next level of effectiveness
  • Ensure for data integrity and accuracy across all platforms and workstreams
  • Advise on strategic customer engagement plans to drive value and ROI across the Corporate book of business
  • Equip and Empower CSMs with the fundamental role clarity, knowledge, skills, processes and tools to achieve their goals/OKRs
  • Manage team performance at the highest standard through weekly 1:1s, progress reports, goal tracking, and aligning to the needs and urgency of the organization
  • Track KPI’s for your respective team to effectively measure impact and performance in an actionable, data-driven manner
  • Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise
  • Inform the strategy for quarterly plans and goals for the team according to forecasted needs
  • Manage and document customer escalation calls
  • Hire and Retain an exceptional team of Success Managers with clear demonstration of cultural characteristics and competencies. Help develop team members with a focus on continued professional development

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Insights

Top investors

18% employee growth in 12 months

Company

Company benefits

  • Flexible time off
  • Fully paid individual medical, dental, and vision coverage
  • Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
  • Tax free savings via HSA, FSA, and Dependent Care FSA
  • 401(k) match
  • Personal development programs and annual learning budget
  • Medical plan with up to $20,000 in fertility coverage
  • Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
  • Adoption support including reimbursement of up to $20,000
  • Bereavement leave for loss of a pregnancy or loved one
  • Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more

Funding (last 2 of 9 rounds)

Nov 2022

$365m

SERIES H

Jul 2021

$200m

SERIES G

Total funding: $1.5bn

Our take

ServiceTitan’s software is purpose-built for trades businesses, providing a wide range of tools needed to seamlessly manage their back office and customer experiences, to power business growth.

The rising demand for home services across the country helped shine a spotlight on the lack of modern software for trades, ServiceTitan answered this call for innovation providing support to 11,800+ customers across 10 trades.

2021 saw the company reach a $9.5 billion valuation, however, in the last few months of 2022, there was talk of raising additional funds in traditional equity - as opposed to debt-like funding- which could result in a 20% lower valuation.

That said, the company is showing no sign of slowing, acquiring two more companies in 2022, and is eyeing an IPO off the back of reaching Series G in funding rounds. In addition, the company launched its next-generation operating system, Titan Intelligence, providing a suite of AI-based solutions. ServiceTitan is well set to experience further growth.

Steph headshot

Steph

Company Specialist at Welcome to the Jungle