Enterprise Customer Success Manager, ServiceTitan
$105-150k
+ Bonus + Equity
All-in-one operating platform for trades
Job no longer available
All-in-one operating platform for trades
1001+ employees
Job no longer available
$105-150k
+ Bonus + Equity
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- 3+ years Customer Success Management experience
- Relevant work experience in SaaS account, Customer Success Management or a related field in software and technology (experience in the Home Services industry a plus!)
- Proven leadership skills; track record of motivating others and maintaining high team morale
- Excellent emotional intelligence, patience and active listening skills
- Respected by peers and direct reports; someone others love to work with and for
- Handle tough situations with an objective and pragmatic outlook; address issues by delivering concise, constructive criticism and creative solutions
- Deep understanding of what constitutes great customer service, including specific techniques
- Exceptional project management and organizational skills. Proven ability to manage multiple moving pieces at a time while paying strict attention to detail
- Intelligent, strategic, quick thinking, dedicated, ambitious, and fast learning
- Familiarity with SaaS business models a plus
- Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to “roll with the punches”
- Willingness and desire to proudly represent the ServiceTitan brand
What the job involves
- As a Manager on ServiceTitan’s Enterprise Customer Success team, you will support a passionate and creative group of Success Managers to provide an exceptional experience for our Enterprise Commercial companies. In this role, you will be a critical member of our Success Leadership team and will help shape ServiceTitan’s strategy for retention, adoption, and customer satisfaction
- Build a strong team environment and relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers
- Equip every Enterprise Success Manager with the fundamental role clarity, knowledge, skills, processes and tools to deliver the best possible outcomes, achieve their goals and OKRs and managing escalations or key initiatives for at-risk customers as needed
- Consistently provide coaching, feedback and opportunities for learning, practice, experimentation and exposure so they can develop themselves and the team to be significantly better than they were before their start date
- Continue the growth of your team by interviewing and hiring Success Managers to fit with ServiceTitan in clear demonstration of cultural characteristics and competencies and anticipate needs with succession or transition plans in mind
- Manage and document customer escalation calls
- Establish the strategy, quarterly plans and goals for the Enterprise team according to forecasted needs
- Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise
- Empower team engagement and alignment through weekly 1:1s, progress reports, goal tracking
- Manage other strategic initiatives related to the Enterprise team and other Success team initiatives as needed
- Track, measure and report on the value you bring to ServiceTitan, its customers and the Success team
Our take
In the US, there's been a booming demand for home-service businesses, yet historically many of these trades were running with outdated software systems. That's where ServiceTitan comes in. Founded by friends who grew up around the trades, the company saw a clear gap and set out to give contractors the modern platform they desperately needed.
ServiceTitan's platform is designed specifically for the trades and brings together everything a contractor might need, in one handy system. By focusing on what trade-business owners actually need, it helps turn chaos into structure, giving visibility into operations, so owners can ultimately run their business better.
Now, ServiceTitan serves more than 11,800 trade customers and reported more than $10,000 in annualized billings and processes a huge volume of jobs on its platform. With a market that's still under-served by technology and a platform built to scale, the company is ready to grow even further.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2022
$365m
SERIES H
Jul 2021
$200m
SERIES G
Total funding: $1.5bn
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
- 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
Company HQ
Downtown, Glendale, CA
Leadership
Ara Mahdessian
(Co-Founder & CEO)They studied Management and Computer Science at Stanford University, before co-founding ServiceTitan with Vahe in January 2013. They have served since then as CEO.
Vahe Kuzoyan
(Co-Founder & President)Having studied Computer Science at the University of Southern California, they co-founded ServiceTitan in January 2013, serving as the president since.
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