Manager of Customer Success Management, ServiceTitan

• 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

• 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