Manager of Customer Success Management, ServiceTitan
Enterprise
$113.1-151.3k
+ Bonus & Equity
More information about location
All-in-one operating platform for trades
Job no longer available
All-in-one operating platform for trades
1001+ employees
Job no longer available
$113.1-151.3k
+ Bonus & Equity
More information about location
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard-working people, love technology, aren't afraid of a challenge or two and have a desire to push yourself to your maximum potential, our CS team is where you belong
- Leadership Experience: 3+ years of people management experience, preferably leading teams that serve enterprise accounts
- Coaching & Mentoring: A proven ability to be a coach—jumping on a customer call one minute and having a deep career development conversation the next
- SaaS Expertise: A deep understanding of what constitutes a great customer experience, with proven techniques for driving product adoption, retention, and expansion
- Proactive Mindset: A self-starter with a proactive mindset who thrives in a fast-paced environment. You are a passionate leader who takes initiative, identifies problems, and creates solutions
- Strategic Thinking: A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks, and issues
- Travel: Ability to travel up to 20% as conditions are safe according to health officials
What the job involves
- As a Manager on ServiceTitan’s Enterprise Customer Success team, you will lead a passionate and creative group of Customer Success Managers to provide an exceptional experience for our most strategic accounts
- In this role, you will be a critical member of our Success Management team and will help shape our strategy for retention, adoption, and customer satisfaction
- Team Leadership: Lead, coach, and inspire a team of Customer Success Managers to achieve key performance indicators (KPIs) focused on retention, adoption, and customer satisfaction
- Talent Development: Drive talent acquisition, onboarding, and training for new CSMs. Develop future leaders within the team, creating career development programs that lead to low voluntary attrition and high team morale
- Strategic Execution: Deliver an exceptional customer experience and drive net revenue retention and expansion. Manage and resolve high-stakes customer escalations, ensuring a positive outcome for our highest-value customers
- Cross-Functional Collaboration: Build and nurture relationships with key internal stakeholders across Sales, Product, Implementation, and Support to advocate for the customer's needs. You will be a key voice for the customer internally, creating stakeholder alignment and buy-in to improve the customer journey
- Business Acumen: Communicate strategic vision to the team and build processes to scale those outcomes. You will work collaboratively in a highly dynamic environment and leverage data to make informed decisions and deliver results
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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